Znaczenie pracownika pierwszego kontaktu dla kształtowania wizerunku biblioteki na przykładzie Wypożyczalni Miejscowej Biblioteki Uniwersytetu Łódzkiego

Abstract

In their daily work, employees of Lending Division of Łódź University Library implement marketing mix strategy. It comprises balanced combination of valuable products, that are Library's resources, with competitive prices and services; direct distribution, that provides convenience of service aquisition and finally with efficient and effective personal promotion that may be provided by librarians. The assessment of performance and quality of customer service, and, as a result of library's image, depend on their behavior in direct relations with the client. This first contact with library's employee may decide about long-term bonds of reader with Library and can make Library his "third place".