{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:54:05Z","timestamp":1754157245571,"version":"3.41.2"},"reference-count":27,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2008,11,14]],"date-time":"2008-11-14T00:00:00Z","timestamp":1226620800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2008,11,14]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>Customer relationship management (CRM) indicates a comprehensive strategy and an interactive process intended to achieve an optimum balance between corporate investment and the satisfaction of customer needs to generate the maximum profit. E\u2010CRM refers to CRM using internet technology plus a database, OLAP, data warehouse, data mining, etc. In order to gain an understanding of the efficiency of implementing an e\u2010CRM system within the library context, to develop theoretically and empirically an evaluation process for the e\u2010CRM system and survey its impact on service quality, a pilot scheme was initiated in 2004. The pilot scheme was to design and implement an e\u2010CRM prototype system for a particular academic library in Taiwan and to survey the system's performances. This paper aims to discuss this matter.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>The case study methodology was chosen for this preliminary study. A prototype e\u2010CRM system was designed and built for an academic library in Taiwan. To measure its service quality, a questionnaire survey was conducted.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>It was found that the respondents have the relatively highest perception scores related to the library's trying to improve its service quality, and the relatively lowest perception scores for the system's capability of keeping a promise. In general, the respondents' perception toward e\u2010CRM service quality was either neutral or positive.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>A workable methodology for measuring the e\u2010CRM service quality in a particular academic library is presented, and information about the service being evaluated is gathered.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>Two strengths of the preliminary study are that a prototype e\u2010CRM system is designed and implemented in an academic library and a measurement instrument is devised. These will both be useful to other libraries.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02640470810921655","type":"journal-article","created":{"date-parts":[[2008,11,22]],"date-time":"2008-11-22T07:01:55Z","timestamp":1227337315000},"page":"896-911","source":"Crossref","is-referenced-by-count":9,"title":["Measuring e\u2010CRM service quality in the library context: a preliminary study"],"prefix":"10.1108","volume":"26","author":[{"given":"Mei\u2010Yu","family":"Wang","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2022031119522942300_b1","doi-asserted-by":"crossref","unstructured":"Abdullah, F. (2006), \u201cMeasuring service quality in higher education: HEdPERF versus SERVPERF\u201d, Marketing Intelligence & Planning, Vol. 24 No. 1, pp. 31\u201047.","DOI":"10.1108\/02634500610641543"},{"key":"key2022031119522942300_b2","unstructured":"Alloway, R. 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