References
- Bonella, L., Pitts, J., & Coleman, J. (2017). How do we market to distance populations, and does it work? Results from a longitudinal study and a survey of the profession. Journal of Library Administration, 57(1), 69–86. doi:10.1080/01930826.2016.1202720
- Connaway, L. S., Radford, M. L., & Dickey, T. J. (2007). On the trail of the elusive non-user: What research in virtual reference environments reveals. Bulletin of the American Society for Information Science and Technology, 34(2), 25–28.
- Francis, M. (2010). Fulfillment of a higher order: Placing information literacy within Maslow’s hierarchy of needs. College & Research Libraries News, 71(3), 140–159.
- Handley, A. (2013). Empathy pains. Entrepreneur, 41(8), 70.
- Hoffman, M. L. (1984). Interaction of affect and cognition in empathy. In C. E. Izard, J. Kagan, & R. B. Zajonc (Eds.), Emotions, cognition, and behavior (pp. 103–131). Cambridge, UK: Cambridge University Press.
- Ingwer, M. (2012). Empathetic marketing: How to satisfy the 6 core emotional needs of your customers. New York, NY: Palgrave Macmillan.
- Kemp, E., Bui, M., Krishen, A., Homer, P. M., & LaTour, M. S. (2017). Understanding the power of hope and empathy in healthcare marketing. Journal of Consumer Marketing, 34(2), 85–95. doi:10.1108/JCM-04-2016-1765
- Mathieu, M. (2012). How to reinvent marketing and maike it noble again. Marketing Week. Retrieved from https://www.marketingweek.com/2012/06/27/how-to-reinvent-marketing-and-make-it-noble-again/
- Mellon, C. A. (1986). Library anxiety: A grounded theory and its development. College & Research Libraries, 47(2), 160–165.
- Neuhaus, C., & Snowden, K. (2003). Public relations for a university library: A marketing programme is born. Library Management, 24(4/5), 193–203. doi:10.1108/01435120310475293
- Tripp, C. (2013). No empathy—no service. Design Management Review, 24(3), 58–64. doi:10.1111/drev.10253