5975 1 archive 699 disk0/00/00/59/75 2006-03-29 2008-11-19 09:11:25 2008-11-19 09:11:25 journale show This article intends to analyse the possibilities to apply techniques of customers’ satisfaction and loyalty used in bank web sites and apply this to the libraries ambit. El presente artículo tiene por objetivo analizar la factibilidad de aplicar las técnicas de satisfacción y fidelización de usuarios utilizadas en los sitios web de diferentes entidades bancaria en el ámbito bibliotecológico. es http://www.bibliosperu.com/articulos/23/2005_16.pdf Atenas Rivera Javiera pub Marketing, Usuarios, Estrategias, Bibliotecas, Satisfacción y fidelización, Sitios web, Marketing, Users, Strategies, Libraries, Satisfaction and loyalty, Web sites es 23 TRUE Biblios Julio Santillán Aldana TRUE Alvarez Alvarez, Begoña; Vázquez Casielles, Rodolfo (2005): Consumer evaluations of sales promotion: The effect on brand choice, European Journal of Marketing, Vol. 39, No. 1/2 , pp. 54-70. Bauer, Hans H.; Hammerschmidt, Maik; Falk, Tomas (2005): Measuring the quality of e-banking portals, European Journal of Marketing, Vol. 23 No. 2, pp. 153-175 Gallate, George (2004): Business Gains, StarMatters: Global news monthly of euro RSCG worldwide, No. 10. Gibson, Todd (2003): Building a retention strategy around client loyalty categories, Princeton Consultants. Firma de información (2003): Fidelizando a los clientes: Marketing bancario de lealtad: Resumen Ejecutivo, España,. Hall, Robert: Customer Relationships:The Secret behind Organic Revenue Growth, Aba Bank Marketing, January – february, 13, 2005. Jones, T.; Sasser, E.( 1995): Why Satisfied Customers Defect, Harvard Business Review, November – December. KnowledgeBase Loyalty INC: Loyalty: The most important issue to address in all your marketing efforts, Chicago, 1998. Newby, Tony; Mcmanus, Sean (2002): The customer service pocketbook, 2da. Ed., Management pocketbooks. Patel, Shail; Schlijper, Antoine (2003): Models of Consumer Behaviour, Unilever. Pedersen, Per E.; Nysveen, Herbjorn (2001): Shopbot banking: An experimental study of customer satisfaction and loyalty,The International Journal of Bank Marketing, vol. 19, no. 4, pp. 146 – 155. Pitsis, Tyrone S.; Kornberger, Martin; Clegg, Stewart (2004): The Art of Managing Relationships in Interorganizational Collaboration, M@n@gement,7(3): 47-67. Reichheld, Frederick F (1996): Learning from Customer Defections, Harvard Business Review, March-April. Shaw, James (2002): Are Your "Satisfied" Customers Leaving You for Higher Value Elsewhere?, Shaw Resources. The design practice (2004): Creating customer Loyalty. Umlauf, Konrad (2000): Bibliotheksmarketing, Institut für Bibliothekswissenschaft der Humboldt-Universität zu Berlin. FB CL- published 2006 public 4492 1 5975 1 application/pdf es public

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