Communication Practices of Professional Service Providers: Predicting Customer Satisfaction and Loyalty

This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model     

CSI测评法及其在图书馆行业中的应用前景展望

用户满意度指数(CSI)是评价产品质量和服务质量的重要指标。文章介绍了CSI测评法的相关知识及国内外应用情况，并探讨了图书馆行业推广用户满意度指数测评方法的前景和可行性。     

"使顾客满意"战略在科技期刊中的实施--《眼视光学杂志》提高服务质量的举措

介绍《眼视光学杂志)实施“使顾客满意”战略的做法取得的效果和经验。     

图书馆服务质量模型及其应用

建立了以满意度、忠诚度为核心的图书馆服务质量模型。该模型不仅建立起影响图书馆服务质量的各个因素(变量)之间的因果关系,而且可以确定图书馆用户价值感、满意度和忠诚度三者之间相互关联、相互影响的程度,为改进服务质量提供依据。图4。表3。参考文献3。     

CS战略--图书馆信息服务质量管理的核心

阐述信息服务质量管理中“顾客满意战略”（CS）的涵义和实现CS战略应该遵循的原则,并就如何实现图书馆信息服务质量管理CS战略的对策进行了探讨.     

高校图书馆CALIS分布式联合虚拟参考咨询服务质量评价——以华南农业大学图书馆为例

2013年华南农业大学图书馆采用网络调查方式,对CALIS分布式联合虚拟参考咨询服务进行满意度调查。文章利用象限分析法从咨询系统、服务效果和信息控制三个维度对调查结果进行图形分析,并对咨询问题回复质量从用户层面进行了重点分析,归纳出影响CALIS分布式联合虚拟参考咨询服务质量的主要因素,在此基础上提出改进虚拟参考咨询服务质量的相应措施。     

我国公共图书馆专业志愿服务的内涵、特征与深化路径研究

文章从我国专业志愿服务的发展现状入手,阐明我国专业志愿服务的政策内涵及特征,指出我国专业志愿服务现仍处于初级阶段,还未对其实践形式形成共识。通过对我国公共图书馆开展的具有专业志愿服务性质的创新实践的梳理,提出我国公共图书馆需从理念变革、服务转型、机制创新等方面引入并深化专业志愿服务。     

Customer expectations for interactions with service providers: Relationship versus encounter orientation and personalized service communication

This study examined customer expectations for interactions with service providers in public, commercial service contexts. Two customer surveys revealed significant differences in expectations for "relationships" versus "encounters," and for personalized service communication in varied service contexts. The surveys also revealed that customers who expect relationships with providers tend to expect personalized service communication from those providers. Customers' current involvement in service relationships predicted their expectations for relationships versus encounters with service providers. Post hoc interviews also suggested that customers have distinct social expectations and time use expectations that coincide with their expectations for relationships or encounters and personalized service communication from different types of providers.     

搜索引擎用户满意度研究的实证分析——以百度和Google中国为例

从用户的角度,建立搜索引擎用户满意度测评理论模型,构建搜索引擎用户满意度评价指标体系,以用户满意为标准对搜索引擎进行评价.最后应用问卷调查法以目前使用最为广泛的百度和Google中国搜索引擎门户为研究对象进行实证研究.并有针对性的提出搜索引擎的改进措施和发展方案,以期望提高搜索引擎服务水平,丰富其服务内容,最大限度的满足用户需求.     

Attachment and Relational Satisfaction: The Mediating Effect of Emotional Communication

This study investigated associations among one partner's relational satisfaction and the other partner's style of attachment and emotional communication. Findings from a questionnaire study involving 581 couples showed that participants reported more relational satisfaction when their partners scored high in security and low in dismissiveness and preoccupation. These associations between one's relational satisfaction and the partner's attachment style were partially mediated by how the partner reported communicating emotions. Specifically, participants were less satisfied in relationships with preoccupied partners who reported expressing anger using destructive communication. Participants were less satisfied with dismissive partners who reported using detached emotional communication. Finally, participants were more satisfied with secure partners who reported using prosocial emotional communication. These findings suggest that the often-cited relationship between attachment and relational satisfaction is partially explained by emotional communication.     

图书馆员沟通满意感的测量与分析

基于问卷调查,从5个维度测量图书馆员的沟通满意感,即对组织整体沟通氛围的看法、沟通开放性、相关工作信息的获取、直接主管的沟通意识及态度与主动性、同事之间的沟通关系等。在此基础上,从性别、入馆年限、职称、职位、教育背景方面,对不同馆员群体的沟通满意感及其相关因素进行考察,以发现其规律和特点。     

顾客满意理论与高校图书馆信息服务工作

本文概述了顾客满意理论及其对高校图书馆信息服务工作中的意义,探讨了高校图书馆在信息服务工作中应用顾客满意理论的思路。     

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。     

巴黎城市公共图书馆服务政策与实践述略

巴黎的城市图书馆的服务与其制定的服务政策密切相关,本文通过介绍巴黎的一些公共图书馆服务政策和相关实践,试图为制定图书馆服务政策的重要意义提供有效的依据。     

Learning from Our Mistakes: Reflections on Customer Service and How to Improve It at the Reference Desk

Libraries have to compete with a barrage of online resources for patrons’ attention and with other campus departments for scarce funding and resources. In this competitive environment, customer service is one of the best strategies librarians can employ. Satisfied patrons will continue to use our services, thereby providing support for libraries’ budget requests. Even though librarians understand the importance of customer service, we do not always succeed in putting it into practice. Drawing on experiences from teaching a reference course, the author reviews examples of poor service and offers some ideas and guidelines for improving service on the front lines.     

Using Relevant Humor to Moderate Inappropriate Conversations: Maintaining Student Communication Satisfaction in the Classroom

This study assessed students’ (N=195) perceptions of instructors’ relevant humor and inappropriate conversations in the classroom and used expectancy violation theory (EVT) as a lens to position instructor relevant humor as a moderator between instructors’ inappropriate conversations and student communication satisfaction. Results showed a positive association between students’ perceptions of instructors’ use of relevant humor and student communication satisfaction, and in contrast, a negative relationship between perceptions of instructors’ inappropriate conversations and student communication satisfaction. Consistent with the tenets of EVT, results also indicated that instructors who use relevant humor in the classroom may overcome students’ negative perceptions of inappropriate conversations and maintain student communication satisfaction.     

Gone FISHin: Maintaining Good Customer Service and Job Satisfaction During Times of Change and Transitions

ABSTRACT

The George A. Smathers Libraries of the University of Florida is currently undergoing a major renovation. Library West, the building that houses the humanities and social sciences collection, will be gutted and expanded. The collection will be moved to off-site storage and the staff will be relocated for a two-year period. The reality of these changes has created a feeling of anxiety and uncertainty, especially in the Access Services Department. FISH is a customer service tool that has been adopted by the UF Libraries because it ensures a positive attitude for staff in their daily work. A FISH committee is in place and many morale-boosting activities have been scheduled. The FISH committee will be challenged during the next two years to meet the morale needs of the staff.     

北京大学图书馆证卡管理与服务

随着图书馆系统功能的升级与证卡形制的变更,图书馆的证卡管理不断历经各种转型:从相对静态的手工管理模式步入自动化系统的动态数据管理,直至适应多系统的数据维护等。同时证卡管理在承担数据建设维护的过程中,又始终处于直接面对读者的窗口,发挥着对外交流服务的作用。该文结合北京大学图书馆的实践,尝试从当代图书馆的整体系统出发,对证卡管理与服务环节进行新的阐释。     

The Rate and Delay in Overload: An Investigation of Communication Overload and Channel Synchronicity on Identification and Job Satisfaction

This study investigates the relationship between communication overload and uses of diverse communication channels in terms of their level of synchronicity. Emphasis on the synchronicity of any given channel reveals how temporal elements (i.e., rate and processing time) play an important role in perceptions of communication load. Additionally, this study examines the association between communication overload, organizational identification and job satisfaction. Findings reveal: (a) both high and low synchronous channels are associated with increased reports of communication overload; (b) a mediating effect of organizational identification on the relationship between communication overload and job satisfaction; and (c) a moderating effect of communication overload on the relationship between low synchronous channels and organizational identification.