“馆员—读者满意镜”模型及实证研究

发布时间：2018-03-09 22:35

本文选题：图书馆服务质量　切入点：读者满意度　出处：《图书馆论坛》2017年01期 　论文类型：期刊论文

【摘要】：服务型图书馆是现代图书馆创新管理的方向。近年来图书馆界通过借鉴市场营销领域的顾客和员工"满意镜"理论,拓展了图书馆读者服务质量的管理和研究。文章采用案例和实证研究方法,在满意镜理论的基础上对图书馆馆员满意度和读者满意度的影响因素进行分析,构建"馆员—读者满意镜"理论模型,通过案例和实证研究进一步优化服务质量,提高服务满意度。
[Abstract]:Service-oriented library is the direction of modern library innovation management. In recent years, library circles have used the theory of "satisfactory mirror" for reference from customers and employees in the field of marketing. This paper develops the management and research of library readers' service quality, and analyzes the influencing factors of librarians' satisfaction degree and reader's satisfaction degree on the basis of satisfactory mirror theory by using case and empirical research methods. The theoretical model of "librarian-reader satisfaction mirror" is constructed to optimize service quality and improve service satisfaction through case study and empirical research.
【作者单位】：广西科技师范学院图书馆;广西政法管理干部学院图书馆;
【分类号】：G252

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