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The core concept of “customer” in marketing began as a buyer of business goods and services. It was extended into non‐business areas such as education, health, politics and religion. Now it stands poised to enter organisational life. At issue here is our understanding of what it means to be a “customer”. Aims to question the legitimacy of applying the concept “customer” to employees. In exploring this makes a contrast between the “traditional” customer as we have come to know it and “life” as an employee. Suggests a test of legitimacy in which a number of factors characteristic of the “traditional” customer are discussed with a view to determining whether they can accommodate the employee as a potential internal customer. Concludes that the concept is inappropriate for employees given what is known of organisational life and the employees’ place within it. There is considerable conceptual elasticity in the way the concept “customer” is being used that will cast serious doubt over the prospect for the achievement of internal marketing aims.

The purpose is to present the results of exploratory research which analysed firm‐employee relationship strength from the employee perspective. Three main research questions were explored: What indicators should be used to measure strong firm‐employee relationships? How important do employees see relationships to be in the work environment? and how do employees define relationship strength?

Qualitative research in the form of focus groups was utilised. Four focus groups of employees from medium to large regional and national Australian companies were held in a large Australian regional city.

Employees view relationships as being very important in the work environment. The findings revealed a greater degree of consistency between employees' viewpoints about important relationship elements and non‐marketing literature. Important elements found were cooperation, empowerment, communication, attachment, shared goals and values, trust and respect. The emphasis on commitment as a key relationship indicator was not supported by the findings. The findings are summarised in a proposed model of relationship strength, positing commitment as a relationship strength outcome. Employees defined relationship strength in terms of the identified elements.

This research enables commencement of examination of the value of internal relationships through empirical examination of the proposed model.

Management is informed as to what makes the best work environment from the perspective of employees.

This paper fulfills an identified gap in the literature in relation to the ability to measure internal firm relationships. It also clarifies the confusing literature on relationship elements, and it posits a model for the empirical assessment of firm‐employee relationship strength.

In previous studies, historical information of customer had been used for determining customer lifetime value (CLV). The purpose of this paper is to modify CLV estimation to be applied before producing a new product.

In this study, the CLV estimation has been modified using Kano satisfaction coefficient. The Kano satisfaction coefficient has been assumed as loyalty indicator in estimating CLV and related equations have been developed for allocating Kano requirements to various phases of product life cycle. The proposed approach has been examined in two new product options of the automobile industry. Finally, by using customers’ purchase records during three years, CLV has been calculated for both product development options.

Findings indicate that CLV of the first development option is equal to 407 million and 500,000 toumans and of the second option is equal to 392 million toumans, this difference is related to different requirements of the Kano model, and as a result, to different satisfaction coefficients. Therefore, the first option has been suggested for investing in developing new product.

Application of the proposed approach is limited to short time periods. The findings are limited to the automobile industry.

The modified approach of estimating CLV can be applied for prospective new product development in addition to traditional approaches in which, only the historical data of sold products are used. In addition, using Kano satisfaction coefficient in estimation of CLV in short periods, seems an appropriate approach for competitive industries that focus on dynamic needs of customers.

IN a system like that of the Public Library, which is yet in the evolutionary stage, it is but natural—as it is also a sign of vitality —that there should be conflicting opinions on many questions of administration. On one general principle, however, librarians are unanimous. It is that the Public Library should be conducted upon sound business methods. Yet, strange to say, although it is generally conceded that sound business principles are essential to success in librarianship, that a lack of business acumen is fatal to efficiency, one of the cardinal points of modern business has been almost altogether overlooked. Systematic advertising, the key‐note of modern business, which forms the chief difference between the new methods and the old, is the point to which we refer. That advertisement, the real secret of success, has been overlooked, is not wholly the result of accident, but is rather due to the fact that many librarians are haunted by a fear of degrading their profession by employing this means of reaching the public. They fear that, if they advertise, they may be classed with the vendors of Black's Pills or Green's Ointment; but, after all, the Public Library is a business institution—it may not be a commercial institution, but it is certainly a business one. It is here—if we may be allowed a short digression to illustrate our point—that British and American libraries differ so radically. The successful American librarian is not a librarian as we know one. He is a business man. Granted that it is a part of his business to know the ins and outs of technical librarianship; yet, unlike his British contemporary, he does not consider it his whole business. He has a trained staff to whom he can leave the technical detail, while he devotes himself to running the library on the most approved business lines. The result has been that, instead of the American librarian being degraded, he has risen very highly in the estimation of the public. And if the status of the American librarian can thus be raised, why not that of the British? It is not necessary to use startling handbills or aggressive posters to achieve the desired end. It is absolutely true that in many towns possessing excellent and old‐established libraries, there is a large percentage of the population to which the library is a dead letter, or is altogether unknown. On examining the figures in the Annotated Syllabus, which have been compiled from the returns of most British libraries, we find that the percentage of possible readers is fifty, while the percentage of actual readers is twenty. This leaves the large percentage of thirty, representing people who must be reached through advertising.

Dr Cottle's paper was delivered at a meeting of the Reference, Special and Information Section's Western Group at Salisbury on 20 October 1977 to mark the centenary of the Library Association

The internal customer concept is used with different definitions and purposes in research and in practice – an ambiguity with implications for both scholars and practitioners. The purpose of this study is, therefore, to explore the representation of the internal customer concept in quality management literature and reflect on how the user may affect collaboration in health-care processes, in particular between a service function and health-care staff.

A review of the internal customer concept in the literature, followed by a conceptual discussion based on previous studies and theories of organizational discourse.

Three predominant types of relationships related to the internal customer concept were found. The study shows that the ambiguity in the use of the concept may have consequences for the interpretation and application of research results. Potential undesirable consequences with regard to collaboration in processes are discussed.

This study contributes to a new understanding of the internal customer concept in research and practice. As collaboration within and between organizations is increasingly required in many parts of health care, careful considerations become necessary regarding concepts used for relationships to avoid sub-optimization and “us-versus-them” thinking and to strengthen trust-based relationships.

We issue a double Souvenir number of The Library World in connection with the Library Association Conference at Birmingham, in which we have pleasure in including a special article, “Libraries in Birmingham,” by Mr. Walter Powell, Chief Librarian of Birmingham Public Libraries. He has endeavoured to combine in it the subject of Special Library collections, and libraries other than the Municipal Libraries in the City. Another article entitled “Some Memories of Birmingham” is by Mr. Richard W. Mould, Chief Librarian and Curator of Southwark Public Libraries and Cuming Museum. We understand that a very full programme has been arranged for the Conference, and we have already published such details as are now available in our July number.

IN The verdict of you all, Rupert Croft‐Cooke has some uncomplimentary things to say about novel readers as a class, which is at least an unusual look at his public by a practitioner whose income for many years was provided by those he denigrates.

THIS number will appear at the beginning of the Leeds Conference. Although there is no evidence that the attendance will surpass the record attendance registered at the Birmingham Conference, there is every reason to believe that the attendance at Leeds will be very large. The year is one of importance in the history of the city, for it has marked the 300th anniversary of its charter. We hope that some of the festival spirit will survive into the week of the Conference. As a contributor has suggested on another page, we hope that all librarians who attend will do so with the determination to make the Conference one of the friendliest possible character. It has occasionally been pointed out that as the Association grows older it is liable to become more stilted and formal; that institutions and people become standardized and less dynamic. This, if it were true, would be a great pity.