Abstract
This study examined interpersonal intelligence and customer relationship management (CRM) practices among circulation librarians in university libraries in South-South Nigeria. The study adopted a correlational survey research design. The population comprised 213 circulation librarians in university libraries across the South-South region of Nigeria. Total enumeration was used, while 205 copies of the questionnaire were successfully retrieved and used for analysis, representing a response rate of 96%. Data were collected using a structured questionnaire and analysed using mean, standard deviation, simple linear regression, and Analysis of Variance (ANOVA). Findings revealed that circulation librarians possessed a moderate extent of interpersonal intelligence (Grand Mean = 3.47, SD = 1.38), while customer relationship management practices were also practised to a moderate extent (Grand Mean = 3.33, SD = 1.33). Findings further revealed that interpersonal intelligence had a strong positive relationship with customer relationship management practices and significantly predicted them (R = .629, R² = .396). This indicates that interpersonal intelligence explained 39.6% of the variance in customer relationship management practices among circulation librarians. The regression model was statistically significant (F = 132.842, p < 0.05), indicating that interpersonal intelligence significantly predicts customer relationship management practices among circulation librarians. The study concludes that interpersonal intelligence is a critical determinant of effective customer relationship management in university libraries. It was recommended that university library management should organise regular training programmes aimed at strengthening communication, relationship-building, listening, and customer engagement skills among circulation librarians.
Keywords: Interpersonal intelligence, customer relationship management, circulation librarians, university libraries, library users, South-South Nigeria.
Publication Date: 2026-07-31