内部营销在高校图书馆管理中的运用

Inner Sale Used within the Arrangement in the Higher Education College Libraries

高校图书馆是服务型组织,所提供的产品———服务具有无形性、差异性、不可分离性和不可贮存性的基本特征,馆员在为读者提供服务过程中的具体表现直接决定着服务质量的高低。内部营销是基于“只有满意的员工,才有满意的顾客”的营销理念,它以提高顾客满意度和忠诚度为目标,对高校图书馆管理具有重要意义。

Higher Education College Libraries is one of serving organization, the product provided is of invisibleness, difference, inseperation and storelessness. The service provided by the librarians to the readers will decide the high or low of quality embodied in the process of service. The inner sale is based on'only satisfied servers can satisfy the customers'. This viewpoint should take the customers'satisfaction and honesty as its target and is of great importance to the higher education college libraries.