| 图书馆服务接触分析与控制研究 |
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| 引用本文： | 吴碧霞. 图书馆服务接触分析与控制研究[J]. 图书馆学研究, 2010, 0(5) |
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| 作者姓名： | 吴碧霞 |
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| 作者单位： | 广东海洋大学图书馆; |
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| 摘 要： | 通过认知服务接触,研究服务接触中的读者、馆员和图书馆三元组合的关键要素以及互动关系,运用互动关系构建服务接触传递架构模型。针对架构模型三要素中某一要素起主导服务接触时对服务质量的影响,采取有效平衡控制措施,改进图书馆服务活动的设计和组织,以提高服务质量。
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| 关 键 词： | 图书馆 服务接触 控制研究 服务质量 |
Analysis of Library-based Service Encounter and its Control Research |
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| WU Bixia. Analysis of Library-based Service Encounter and its Control Research[J]. Researches in Library Science, 2010, 0(5) |
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| Authors: | WU Bixia |
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| Abstract: | This paper studies the interaction of readers,librarians and library as well as the key elements of ternary combination through cogitating service encounter.The paper uses the interaction to construct service encounter delivery architecture model.The paper analyses the lead effect of service encounter's three elements to the quality of service.Balancing effective control measures,improving library service activities and promoting the quality of service are proposed. |
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| Keywords: | service activity service Encounter control study service quality |
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