Eureka! Institutional Repository

The scope of this thesis was the study of the pοtential and the effect that the use and the development of electronic services of a company has. This study focuses on the electronic services of the Alexander Technological Educational Institute of Thessaloniki’s Library. A questionnaire was developed for these services, whose answers form a useful statistical database. Specifically, after a brief bibliography review and the reference to the notions CRM (Customer Relationship Manager) and RBV (Resource – Based View) and their correlation, we continue to the presentation and the explanation of the questionnaire’s composition and aims. The extracted data contribute to the understanding of the companies’ contemporary approaches concerning the costumer – centric perception of the new company – customer correlation. The questionnaire addresses to the users of the Library’s electronic services and it tries to help the surveillant view for the effect of the electronic services’ development, which reflect the contemporary interactive relation between the company and its customers