EFFECTIVENESS OF TRADE UNIONS IN MALAWI

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MZUZU UNIVERSITY

FACULTY OF INFORMATION SCIENCE AND COMMUNICATIONS DEPARTMENT OF LIBRARY AND INFORMATION SCIENCE

A STUDY ON CUSTOMER CARE SERVICES AT THE COLLEGE OF MEDICINE LIBRARY

A RESEARCH PROPOSAL

BY

MATHIAS MARK BLUGAMA (DLIS/2B/02/09)

A STUDY ON CUSTOMER CARE SERVICES AT THE COLLEGE OF MEDICINE LIBRARY
1.0 INTRODUCTION AND BACKGROUND
1.1 Conceptual Introduction
It appears when people talk of library services, they only focus on the services that they offer such as lending of information sources, providing reading areas and others. They yet forget another important component which is also supposed to be offered by the libraries if they are to sustain and increase their membership. This important component is customer care. According to Jamier L. Scott (2002), from Wikipedia defines customer care service as a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Thus the customer should feel at home when he or she is in the library and should leave while they are contented that they have really been assisted.
Customer care is the watchword in both private and public sectors as we move into the service age of 21st century (De Saez, 2002:126). The client is firmly at the centre of missions and strategic policies. Libraries and information services must demonstrate this constantly and consistently if they are to succeed. The need to feel that one is respected is vital to an individual’s concept of self. De Saez (2002:66) argues that a welcoming atmosphere can be created by staff well trained in customer care. This means that library staff should be knowledgeable in customer care and should see to it that they maintain welcoming environment at all times. Library customers or users should be welcomed warmly. De Saez (2002:75) further suggests that however, all library employees be encouraged to recognise their very



References: Aina, L. O. (2003) Library and information science text for Africa. Gaborone: University of Botswana. Brothy, Peter (2007). The Library in the twenty-first century 2nd ed. London: Facet Publishing. Chowdhury, G. G. et al. (2008) Librarianship: an introduction. London: Facet Publishing. De Saez, Eileen Elliot (2002). Marketing concepts for libraries and information services 2nd ed. London: Facet Publishing. Kotler, Phillip, Armstrong, Gary, Wong, Veronica, Saunders, John (2008) Principles of Marketing 5th ed. Harlow, England: Prentice Hall. Leedy, P D (1997) Practical research: planning and design 6th ed. New Jersey: Merrill. Lo Biondo-Wood and Haber (1998:250) In Hlongwa, E. N (2003) University of South Africa available at http://etd.unisa.ac.za/ETD-db/theses/available/etd-11122004-151755/unrestricted/04chapter3.PDF accessed on 5th June, 2010. McMillan, J. and Schumacher, S. (1997). Research in education: a conceptual introduction. USA: Addison Wesley-Publication Mang’umbi, O Newman, I. & Benz, C.R. (1998). Qualitative-Quantitative Research Methodology. Carbondale and Edwardsville: Southern Illinois University Press. Polit and Hungler (1999:43: 232): In Hlongwa, E. N (2003) University of South Africa available at http://etd.unisa.ac.za/ETD-db/theses/available/etd-11122004-151755/unrestricted/04chapter3.PDF accessed on 5th June, 2010 Powell, Ronald, R. and Connaway, Lynn Silipign (2004) Basic Research Methods for Librarians 4th ed. Westport: Libraries Unlimited. Rice, Chris (1997). Understanding Customers. Oxford: Butterworth Heinemann

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