Jennifer Rowley

TL;DR: In this article, a customer relationship attributes model (CRAM) is presented which encapsulates major attributes that current and prospective customers consider when entering into a relationship with their software supplier.

TL;DR: In this article, the role of information in the marketing processes associated with a digital world is analyzed and the distinctions between information products and goods and services are explored, showing that information is often used to augment services or goods, and that it may be difficult to delineate the category of information products.

TL;DR: In this article, the authors review the quality, performance management and impact assessment regimes that currently impact on public and academic libraries in the UK, and explore the challenges for managers in finding their path through this quality maze.

TL;DR: In this paper, the authors highlight the need for libraries to become learning organizations to enable them to survive by responding appropriately to change and highlight the importance of individual learners in building a learning organization, and describe how individual learning should be managed.

TL;DR: In this paper, the authors report on a case study-based research project that explores how public libraries in the UK are using branding in order to create a more positive and effective image, as a basis for proposing the key factors that contribute to an effective public library branding strategy.