عنوان مقاله [English]
Preface: there are a variety of knowledge resources in the organization that customer knowledge is one of them. Customer Knowledge management can help libraries as an organization, to make knowledge-based decisions, improve service quality, increase efficiency and competitive advantage.
Methods: As an applied research, descriptive and evaluation survey method were used. The checklist indicators were designed based on an exploratory study and interviews with librarians from different parts of the Information Center and Central Library of Ferdowsi University of Mashhad. Fleiss’ Multi-rater kappa coefficient was calculated which indicates that the level of reliability is desirable.
Results: Three questions were raised in this research. The studies showed that 8 out of 19 indicators identified for knowledge about customer were applied in the library, which represents an average status of the library in managing this kind of customer knowledge. Also, there were 12 out of 26 identified indicators for “knowledge from customer” in library, which indicates an average degree of the management of this type of knowledge in the library. Finally, 16 out of 24 items that represented knowledge for customer were already applied in the library. Therefore, it can be said that the management of this kind of knowledge is also moderately similar to the previous knowledge.