000			00624nam a2200109Ia 4500
100			_aROWLEY, Jennifer
245			_aKnowing your custmers.
260			_c1997
520			_aExplores the concept of customer for library and information services, and notes the role of users, influences and deciders. Advises that in order to offer an effective service to customers, it is important to identify the benefits sought by different groups or segments, and to understand the customer decision-making process which is important in determining 'purchase' behaviour and the use of the service.
583			_c3/7/00 _kM2LMGR
942			_cA
999			_c22122 _d22122