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图书馆读者抱怨管理研究 总被引：6，自引：0，他引：6
分析导致图书馆读者抱怨行为的主要原因,并探讨投诉型和非投诉型读者抱怨管理的有效方法及读者抱怨的积极意义,提出加强抱怨管理,建立读者抱怨管理体系的框架. 相似文献
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迄今为止,部分图书馆对读者抱怨投诉的意义尚缺乏充分认识,在实际工作中疏于读者抱怨投诉管理,缺乏系统的管理措施。论文基于读者抱怨投诉信息与读者抱怨投诉管理过程分析,就其中的关键点和管理流程问题提出针对性的策略。 相似文献
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针对目前图书馆读者投诉问题,从服务心理学视角研究读者心理规律,掌握读者的心理变化过程和个性心理特征。分析读者投诉的原因和投诉的心理,指出引起读者投诉的几种不良的服务心理效应,提出以“宣传效应”、“自己人效应”、“沟通效应”、“南风效应”等积极的心理效应策略,减少因服务不满而产生的抱怨情绪,减少读者投诉的冲动,实现最佳的服务效果。 相似文献
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朱若虹 《图书馆工作与研究》2012,(9):52-54,68
由于服务质量受到诸多因素的影响,所以读者对图书馆服务不满意导致的抱怨不可避免。开展抱怨管理无论对于读者权益的维护,还是促进图书馆工作的发展都具有积极的意义。本文阐述了读者抱怨管理的理论和机制,着重分析了读者抱怨识别与预警问题,并就抱怨管理的若干要点进行了探讨。 相似文献
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从读者抱怨的识别与预警、读者抱怨的应对和处理、读者抱怨管理的学习等方面,分析提高馆员的读者抱怨管理能力问题,以期有助于提升馆员的应对及管理能力。 相似文献
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读者投诉是读者对图书馆管理和服务不满的一种表达方式,也是促进图书馆管理与服务质量提高的主要外在动力。正确对待读者投诉和管理读者投诉,给读者满意的答复和为读者提供更优质的服务,对图书馆的可持续发展具有重要的意义。作者在对临沂大学2011-2012学年度的读者投诉情况进行分析的基础上,提出了应对读者投诉的管理策略。 相似文献
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慎一虹 《图书馆研究与工作》2007,(4):49-51
文章从认识读者投诉管理的价值、体验读者投诉的心理、建立读者投诉管理体系等方面来探讨公共图书馆如何进行读者投诉管理,挖掘读者投诉中潜在的信息资源,更加主动地改善与读者的关系,更加主动地完善为读者服务。 相似文献
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文章对读者投诉的原因进行了深入分析,探讨了读者投诉对图书馆提高服务水平的积极作用,发现管理和服务中存在的问题等,并提出了减少读者投诉的措施。 相似文献
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Nadia Zavorotna 《Slavic & East European Information Resources》2013,14(1-2):90-96
The author describes the Slavic Humanities Index, a bibliographic database of scholarly and cultural articles on subjects including history; literature; language teaching; linguistics; philosophy; ethnology; performing arts; and cultural, borderland, and regional studies. She discusses its development, its current form and functionality, and plans for the future. 相似文献
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《Slavic & East European Information Resources》2013,14(1):25-74
ABSTRACT The history of the almanac in Croatia is reconstructed through primary research in bibliographic and archival sources. The almanac is a vehicle for knowledge communication in informal contexts, engaging both oral tradition and literary forms traceable to medieval literacy and ways of structuring knowledge. The history of the almanac in Croatia reflects the changing context of the book trade, literacy, and the evolution of language. Four main stages are identified: (1) the beginning of the annual almanac in the seventeenth century; astrological almanacs reflecting the sensibility of the Baroque period; (2) the Enlightenment's stimulation of almanac publishing in the spirit of contemporary secular reforms in agriculture and education; (3) nineteenth-and twentieth-century almanac trade, showing complex and overlapping networks for the production, distribution and appropriation of printed almanacs;(4) roughly the end of World War II, when the almanac slowly moved out of the role of a popular mass medium and into specialized niches represented by regional, diaspora, and religious almanacs. 相似文献
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《Slavic & East European Information Resources》2013,14(2-3):69-88
SUMMARY This article discusses Jewish book publishing in most of the Soviet Union's successor states after 1990. All publications on Jewish history, culture, traditions, and religion (Judaism) are included under this rubric. In addition to scholarly and educational publications, fiction translated from Yiddish and Hebrew, and “Russian-Jewish literature” are also included. The author provides statistics and discusses basic themes, linguistic issues, and problems encountered in the post-Soviet states. The article lists different publishers and organizations involved in Jewish book publishing. 相似文献
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《Journal of Web Librarianship》2013,7(3):169-181
This article describes a study of the two most popular plagiarism-detection software platforms available on today's market—Turnitin (http://www.turnitin.com/static/index.html) and SafeAssign (http://www.safeassign.com/). After a brief discussion of plagiarism's relevance to librarians, the authors examine plagiarism-detection methodology and conduct a review of the current literature regarding plagiarism-detection efficacy. To evaluate detection efficacy for Turnitin and SafeAssign, the authors constructed a brief study in which twenty sample papers containing portions of plagiarized material were submitted to each platform. The results show that Turnitin had the highest overall success at plagiarism detection with an 82.4 percent detection rate. Additionally, both platforms had a combined false-positive detection rate of 16.8 percent. The authors conclude that close review of material suspected of plagiarism is still essential for proper identification. 相似文献
15.
Neil De Young 《Publishing Research Quarterly》2009,25(3):139-146
Some key questions for publishers in today’s market are: Could Amazon’s recent merger and acquisitions strategy create a disruptive or paradigm shifting business model in the publishing industry? Do their recent actions post mergers and acquisitions illustrate a predicable pattern of behaviour that publishers can strategize around? This paper will explore these questions and look at some of the possible reasons behind Amazon’s business practices and the possible consequences to publishers. 相似文献
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翟中文 《图书馆工作与研究》2011,(9):71-74
本文选择了国内外几个典型的引文数据库,如:美国《艺术与人文科学引文索引》、《社会科学引文索引》、中国的《中文社会科学引文索引》、《中国科技论文引文分析数据库》、中国科学引文数据库等,并对其收录范围、来源文献的学科分布、更新频率等方面进行了比较研究,对今后我国引文数据库的建设提出了一些建议。 相似文献
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《Journal of Web Librarianship》2013,7(1):41-59
Abstract Many libraries use RSS to syndicate information about their collections to users. A survey of 65 academic libraries revealed their most common use for RSS is to disseminate information about library holdings, such as lists of new acquisitions. Even though typical RSS feeds are ill suited to the task of carrying rich bibliographic metadata, great potential exists for developing applications that can exploit metadata exposed to Web services via RSS. Using the MODS metadata format, entire catalog records can be seamlessly embedded in RSS 2.0 feeds. Existing tools, such as Library of Congress Java toolkits and XSLT stylesheets, can facilitate this process, while a new XSLT stylesheet may be used to create the RSS feeds complete with MODS records. As an example of the added functionality these MODS/RSS feeds can offer, records from a MODS-enriched RSS feed can be ingested into a non-RSS application such as Zotero. As more emerging library technologies use Web services architectures to handle data objects, the ability to syndicate catalog records will become more critical to providing innovative library Web services. 相似文献
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Barbara Lison 《图书馆管理杂志》2013,53(2):180-187
ABSTRACTGerman authorities are expecting more than 1 million refugees by the end of 2015. These people come to Germany to seek protection and assistance and to build a new life, therefore it is important to welcome them and to assist them in their integration as soon as possible. This situation creates a versatile and perfectly fitting opportunity for cultural and educational programs, including libraries, which can play a vital role in this integration process. The key to integration is the knowledge of the German language, and the most important challenge now is to teach the necessary language skills to as many asylum-seekers as possible. 相似文献
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《Slavic & East European Information Resources》2013,14(1-2):149-154
ABSTRACT The article describes the development and use of the database BAZTECH: Polish Technical Journal Contents. The database indexes Polish-language scientific and technical journals, and is available free-of-charge on the Internet. 相似文献
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《Slavic & East European Information Resources》2013,14(3-4):111-125
Abstract The Russian government is exerting increasing control over the country's media, although the media are resisting. This government-media conflict is relevant to Western academics and libraries, because the variety and quality of Russian periodicals is at stake. In addition, if the media are constrained, publishers of books are likely to experience restrictions, too. The difficulties the government is having in controlling the media, however, are a measure of how much Russia has changed. At the same time this conflict is occurring, book publishing is thriving. Official statistics show the number of titles published surpassed even the previous record set in 1977. Planning is in progress to restructure the state book industry sector, including publishing, printing and distribution. Book prices have increased more rapidly than inflation, and postage costs have also increased. Russian Press Service is doing its best to keep its prices to Western libraries down. 相似文献