| 图书馆读者感知服务质量的影响因素及提升策略 |
| |
| 引用本文： | 陆海.图书馆读者感知服务质量的影响因素及提升策略[J].图书情报工作,2009,53(17):106-109. |
| |
| 作者姓名： | 陆海 |
| |
| 作者单位： | 厦门理工学院图书馆 |
| |
| 摘 要： | 影响图书馆读者感知服务质量的因素主要有读者、图书馆和图书馆员等。图书馆要从研究读者需要、管理读者期望、技术/结果质量和功能/过程质量“两手抓”、提高馆员服务素质和服务接触能力、加强制度建设和公布服务质量标准等方面来提高读者对图书馆服务质量的感知。
|
| 关 键 词： | 图书馆 服务质量 读者 感知服务质量 |
| 收稿时间： | 2008-12-22 |
The Influencing Factors of Library Readers' Perceived Service Quality and the Strategies for Upgrade |
| |
| Lu Hai.The Influencing Factors of Library Readers' Perceived Service Quality and the Strategies for Upgrade[J].Library and Information Service,2009,53(17):106-109. |
| |
| Authors: | Lu Hai |
| |
| Institution: | Xiamen University of Technology Library, |
| |
| Abstract: | It is readers, libraries, librarians and other factors that influence library readers’ perceived service quality. Therefore,libraries should take measures from studying the readers’ needs, managing readers’ demand,attaching equal importance to both technical/outcome quality and functional/process quality,upgrading the serving quality and service encounter ability of librarians,serenehering the construction of mechanism,publishing the standard of service quality and other aspects,to improve the perceived service quality. |
| |
| Keywords: | library service quality readers perceived service quality |
| 本文献已被 万方数据 等数据库收录！ |
| 点击此处可从《图书情报工作》浏览原始摘要信息 |
| 点击此处可从《图书情报工作》下载免费的PDF全文 |
|
