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图书馆服务质量与读者行为关系研究 被引量：17

On the Relationship between the Service Quality of Library and the Readers' Behaviors
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摘要 分析图书馆服务质量和读者行为的关系以及影响读者行为的各种变量,阐述了图书馆服务质量不高对读者行为的影响及改进措施。 Basing on the analysis of the service quality of the library and the readers＇ behaviors, this thesis explores the various parameters influencing the readers＇ behaviors, expounds the effect of poor service on their behaviors, and finally offers suggestions to help change the behaviors.
作者 王频
机构地区 成都大学图书馆
出处 《图书馆论坛》 CSSCI 北大核心 2008年第4期113-114,149,共3页 Library Tribune
关键词 图书馆 服务质量 读者行为 library service quality readers＇ behaviors degree of satisfaction
分类号 G252 [文化科学—图书馆学]
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参考文献4

二级参考文献30

  • 1曹杰.行为科学[M].北京:科学技术文献出版社,1981..
  • 2何娟 于子明.青年行为学[M].北京:解放区出版社,1998..
  • 3[1]Berry Leonard L. On Great Service. New York, NY: The Free Press. 1995.
  • 4[2]Berry Leonard L. Discovering the Soul of Service. New York,NY: The Free Press.1999.
  • 5[3]Bowen David E., Gilland Stephen W., and Folger Robert. HRM and Service Fairness: How Being Fair With Employees Spills over to Customers. Organization Dynamics, Winter 1999. 7 ～ 24.
  • 6[4]Michael A. Collough, Leonard L. Berry, and Manjit S. Yaday. An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research, Fall 2000. 121 ～ 137.
  • 7[5]Jacob Cohen, and Patricia Cohen. Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences. Hillsdale, NJ:Lawrence Erlbaum. 1983.
  • 8[6]Cronin J. Joseph, Jr., Brady Michael K., and Hult G. Tomas M.. Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retai ling, Summer 2000. 193 ～ 218.
  • 9[7]Gilliland Stephen W. The Perceived Fairness of Selection Systems: An Organization Justice Perspective. Academy of Management Review, October 1993. 694 ～ 734.
  • 10[8]Goodwin Cathy and Ross Ivan. Consumer Responses to Service Failures: Influence of Procedural and Inte ractional Fairness Perceptions. Journal of Business Research, September 1992.149～ 163.

共引文献37

同被引文献77

引证文献17

二级引证文献47

图书馆论坛
2008年 第4期

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