A critique of customer and commodity

For some good reasons, academic librarians see library users as customers, and library materials and access as commodities. However, there are some problems with the focus on consumerism and commodification. This paper examines a number of writings that advocate a customer service approach and the attendant view of library materials and access as commodities. The examination is informed by a substantial body of thought that addresses questions relating to customers and commodities in light of some cultural, social, and intellectual concerns. There are some problems, which are discussed in detail, with the popularly held notions of library users as customers and of library services as commodities.

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