Designing governance for shared services organizations in the public service

As shared services organizations (SSO) become more popular as a service management and delivery option in government, properly defining and setting up the governance structure continues to be a key success factor. This paper explores the options and issues to consider when selecting and implementing shared services governance including topics such as oversight, accountability, culture, management of resources, and of day-to-day operations. Shared services organizations are increasingly common in private sector companies and the particular challenges involved in the governance of an SSO in a public service context are highlighted and discussed.     

图书馆最佳参考咨询服务模式探析

本文对参考咨询服务的产生、价值和服务模式作了简要的论述，指出不同类型的图书馆可采用不同的服务模式，最佳的参考咨询服务模式只能在实践中逐步形成和完善。     

图书馆延伸服务的含义与边界

图书馆服务分为基础服务和延伸服务,基础服务是图书馆职责要求的、图书馆界长期形成的常规性服务,延伸服务是图书馆职责要求之外的外延性服务。延伸服务是近几年从其他领域引入的概念,是基础服务的外延。我们可以利用时间、空间和内容三维坐标大致描绘出延伸服务的边界,延伸服务与个性、创新、自助、特色等服务存在着交集关系。     

基于PZB模式的图书馆服务品质与满意度调查分析

采用PZB服务品质理论对图书馆服务进行调查,有助于分析读者服务品质的重要度及满意度,计算服务品质的缺口值。基于PZB模式对上海外国语大学图书馆服务品质调查发现,该馆馆员具有较高的职业素养和优质的服务水平,新馆建设和图书馆环境布置比较受读者欢迎,但同时存在服务品质缺口,需通过改善重点学科的纸质馆藏、加强电子资源推广及使用指导、制订详细的介绍及操作手册等方法加以改进。     

e-Government Adoption Model (GAM): Differing service maturity levels

This research has as its objective the discovery of the critical factors that enable citizens to adopt e-Government (e-Gov) at different stages of service maturity. To accomplish the objective, this research has explained the related concepts and theories and developed a research framework grounded on a strong theoretical and literature review background. The empirical study was conducted in Canada, which is a leader in providing mature e-Gov services. From our results, we have observed two ontological differences from the present literature in the adoption behavior of e-Gov where organizational and financial perspectives have distinct implications over parsimonious technology adoption behavior. First, technology adoption model (TAM), diffusion of innovation theory (DOI), and theory of planned behavior (TPB) cannot capture and specify the complete essence of e-Gov adoption behavior of citizens. Second, e-Gov adoption behavior also differs based on service maturity levels, i.e., when functional characteristics of organizational, technological, economical, and social perspectives of e-Gov differ. Our findings indicate the critical factors that enable citizens to adopt e-Gov at different stages of service maturity. Public administrators and policy-makers have potential implications from the findings of the adoption behavior of e-Gov at different maturity levels.     

服务营销与图书馆服务理念创新

本文主要通过学习借鉴先进企业的先进服务营销理念,更新图书馆工作人员的传统服务理念,从而提高图书馆服务质量、创新服务手段和服务方式;通过对先进服务营销理念的探讨,更新图书馆管理层重视服务理念创新的重要性和管理理念的创新,提出图书馆的服务创新策略,推动图书馆读者服务工作的发展。     

The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology

Prior e-Government research has paid much attention to e-Government service adoption from the supplier side - the government - while mostly overlooking the user side of e-Government, such as citizens and businesses. While there have been some initial efforts to study citizens in their adoption behavior, few have examined what influences the willingness of businesses in adopting e-Government services. This research attempts to fill this research gap by addressing the following research question: Why are some businesses more willing to adopt e-Government applications to perform transactions with the government than others? The authors argue that the willingness of a business to adopt e-Government depends on the perceived quality of government services through traditional brick and mortar service channels (offline service channels), and the level of trust businesses place in the internet technology itself. Competing hypotheses are developed with regard to the role of perceived quality of offline services on the business user's willingness to adopt e-Government services. Using data obtained from a local district government in Seoul, Korea, the analysis revealed that the willingness to adopt e-Government increased when business users perceived high quality service provision in offline service channels. However, trust in the internet technology itself did not have any significant impact on their willingness. The theoretical and practical implications of the study finding are discussed.     

数字农业农村建设背景下农户付费信息服务采纳行为影响因素及效应研究

基于2019年全国农户调查数据,文章分析农户付费信息服务采纳行为。研究结果表明:采纳前,受教育程度、信息服务内容质量与有用性的认知、年人均纯收入、是否有村民微信群等变量对农户付费信息服务支付意愿与意愿支付金额均有显著正向影响;采纳中,除性别、年龄与手机信号评价,个人特征、服务认知、家庭特征、外部环境特征等变量会降低农户付费信息服务支付意愿与采纳行为"负一致"或"悖离"的发生,增大"正一致"的发生;采纳后,农户付费信息服务采纳行为能够对其农产品的电商参与、品牌打造、质量提升有显著促进作用。     

知识经济时代图书馆的服务营销研究

论文从服务营销的特点和服务营销理念的培养入手，着重探讨了现代图书馆开展服务营销的具体策略。     

基于双微平台的亲子阅读服务研究

微博、微信的广泛应用,对亲子阅读的服务方式、推广模式以及交流互动产生了深远影响.文章采用网络调研法,通过浏览提供亲子阅读服务的微博和微信账号,研究其运营状况及发布内容,探究微博与微信在推广亲子阅读方面的作用以及不足,提出合理性建议,以期为进一步促进亲子阅读在全社会的推广提供参考.     

图书馆服务政策体系的制定--基于案例分析的综合研究

本文主要对一些有代表性的图书馆服务政策实例进行了分析研究,宏观提出了图书馆服务政策的基本内容,从理论上提出要建立系统的图书馆服务政策,为图书馆整体的服务体系提供系统的准则与指南。     

图书馆学科化服务的创新模式研究

国内一些图书馆一直尝试走出传统服务模式,特别是致力于学科化服务模式的探索研究,并且取得了一些欣喜的成绩。本文从学科服务理论探讨、学科服务的绩效评价、学科服务平台、学科服务博客、学科服务实践创新模式等方面对国内图书馆学科服务创新情况进行了整理归纳。以期对同行有所借鉴。     

图书馆服务效益及影响因素的哲学思考

文献信息服务创造出了巨大的社会效益和经济效益, 两个效益的统一是图书馆服务追求的目标, 图书馆服务必须以社会效益为最高宗旨, 其服务效益受众多因素的制约, 如队伍素质、文献管理水平、文献宣传与导读等.参考文献2.     

Service Blueprinting: A Method for Assessing Library Technologies within an Interconnected Service Ecosystem

ABSTRACT

Service blueprinting is a method for designing, assessing, and improving services. This article provides a practical overview of the service blueprinting process for library technology services. We begin by outlining the recent conversation around library technologies, service design, and service blueprinting. We then detail an iterative case study for the creation process of a service blueprint, followed by a discussion of the service insights and improvements that resulted from this activity. We conclude by offering a set of recommendations for creating and analyzing service blueprints. Ultimately, the service blueprint is a useful tool for understanding the operation of a service, and for situating that service within a broader and interconnected library ecosystem.     

图书馆服务能力基础探讨——概念、属性、结构、形成、评价及提升

服务是图书馆的基本职能,也是核心职能。图书馆服务能力的强弱直接决定图书馆服务职能的实现。图书馆服务能力基础理论问题是研究图书馆服务的基本问题之一。现有文献多集中于图书馆服务能力建设的策略性研究,而对图书馆服务能力的基础理论研究不够重视,缺乏系统性研究和基础理论共识。论文侧重于对宏观基本理念的辨析与探讨,而非微观操作层面的研究,较系统地分析了图书馆服务能力涉及的基本问题：概念、属性、结构、形成、评价及提升。     

论高等学校院系图书馆的定位和发展

基于对现代图书情报知识服务趋向的理解和把握,对新形势下高等学校院系图书馆(资料室)的组织结构,情报资料的来源和管理,管理人员的基本要求等方面进行了探讨。从知识组织管理的角度对院系图书馆进行了重新定位,在此基础上提出了信息时代图书馆进一步发展的方向,以适应新形势下知识服务的客观需要。     

LibQUAL+TM 服务质量评价方法的思考与改进

LibQUAL+TM作为一种基于用户的图书馆服务质量的定量评价模型,对图书馆服务质量的控制和改进有着深远的意义。但是该模型的一些缺陷同时也影响了评价的准确度和客观性。如：①样本的随机选择导致样本有时脱离母体实际;②没有考虑用户层面“图书馆阅历”的差异,绝对平均化;③没有看到感知服务水平和期望服务水平之间的相关性。本文以对用户“图书馆阅历”的测评和分级为着眼点,尝试为以上不足提供一个参考的解决方案,同时为图书馆之间的服务质量评比提供可能。     

肿瘤医院图书馆开展学科服务的难点与对策

分析了肿瘤医院图书馆学科服务的难点,如确定学科服务基点、定位学科馆员角色和提供差异化信息服务等方面,提出了建立肿瘤特色学科导航、点对面的嵌入式服务模式、推送深度挖掘及整合后的信息以及建立学习型组织等突破学科服务难点的策略。     

Assessing Library Customer Interactions and Staff Satisfaction

In 2016, two service departments–the office of information technology (OIT) and the academic resource center (ARC) at the college–physically relocated into the library. To ensure consistent customer service and staffing for the ARC, OIT, and library, the departments collaborated to discuss the implications for their new shared space. They decided to use a common online customer service form in Qualtrics to track and assess library customer interactions and staff satisfaction.     

农村信息服务技术采纳研究综述

农村信息服务技术的发展使农户接受或采纳信息技术成为可能,但农村的信息技术利用率并不高。为深入研究农户对农村信息服务技术的采纳行为,回顾农户信息技术采纳理论的发展,将农户信息技术采纳的研究划分为两个阶段,并从研究对象、理论模型及研究方法三个方面对两阶段的研究进行总结,最后讨论两阶段研究中存在的不足和今后的研究方向。