| 感知蓝图模型在图书馆服务提升中的应用 |
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| 引用本文： | 赵励.感知蓝图模型在图书馆服务提升中的应用[J].现代情报,2010,30(1):96-98. |
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| 作者姓名： | 赵励 |
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| 作者单位： | 上海师范大学图书馆,上海,200233 |
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| 摘 要： | 服务蓝图展示了服务接触点,服务接触点是我们提高服务质量的着手点。服务质量差距模型调查了服务质量接触点的读者满意度。感知蓝图模型整合服务蓝图模型、服务质量差距模型和系统论思想。本文运用感知蓝图模型,探讨了提升图书馆服务质量的途径。
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| 关 键 词： | 感知蓝图模型 服务接触点 服务失败点 读者满意度 |
The Application of Perceptual Blueprinting Model in Improving the Service of Library |
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| Authors: | Zhao Li |
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| Institution: | Library, Shanghai Normal University, Shanghai 200233, China |
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| Abstract: | Service blueprinting displays service contact point, service contact point is the key to improve service quality. Service quality gap model surveys reader satisfaction degree of service contact point. Perceptual blueprinting model integrates blueprinting, service quality gap model and idea of system theory. This paper exerted Perceptual blueprinting model to probe into the way to improve library service quality. |
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| Keywords: | perceptual blueprinting model service contact point service failure point reader satisfaction degree |
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