我國已步入高齡化社會,65歲以上的人口仍在逐年增加,公共圖書館如果忽視高齡顧客群,服務對象就會不斷流失。為此本文從顧客關係管理的角度,探討公共圖書館如何增加高齡顧客的滿意度與顧客價值,以留住高齡顧客並吸引新的高齡顧客。
Taiwan has entered the aging society. The population aged over 65 is still increasing every year. If public libraries keep ignoring elderly customer base, their clients will continue to drain. This paper discusses, from the perspective of customer relationship management, how public libraries can increase customer value and satisfaction of elderly customers, retain existing elderly customers and attract new elderly customers.