顾客导向视角下图书馆绩效测评体系构建

Construction of library performance evaluation system from perspective of customer orientation

图书馆绩效测评是近年来学界研究的热点问题,运用顾客导向理论构建非营利组织的图书馆绩效测评体系是十分必要的。通过对国内外图书馆绩效测评体系的分类分析,提出现代图书馆绩效测评体系必须融入顾客导向和平衡记分卡的思想,注重对服务质量和组织目标实现的测评;并初步构建了顾客导向视角下基于平衡计分卡的图书馆绩效测评体系。

Library performance evaluation system is a heated topic studied by academic circle in recent decade. It is necessary to apply customer orientation theory to the construction of library evaluation system in non-profit organizations. On the basis of classification analysis to library performance evaluation systems at domestic and abroad,this study puts forward a notion of integrating customer orientation and balanced scorecard into modern library performance evaluation system,which puts emphasis on the evaluation towards service quality and realization of organizational objectives,and initially constructs a library performance evaluation system based on balanced scoreboard from the perspective of customer orientation as well.