SERVQUAL与图书馆服务质量评估:十年研究述评被引量：98

SERVQUAL and Quality Assessment of Library Services: A Review of Research in the Past Decade

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摘要过去十年,为了将源于商业领域的质量评估工具SERVQUAL应用于图书馆服务,世界图书馆界针对SERVQUAL的有效性和适用性开展了大量研究。文章综述了这些研究的特点和主要发现,分析了这些研究的不足,指出了未来研究需要探讨的问题。 In the past ten years, in an attempt to apply SERVQUAL-a quality assessment instrument originated in the area of business management-to library services, LIS researchers examined the relevance, validity and possible enhancement of SERVQUAL in the context of library services. These studies produced a fairly large body of related literature, which is reviewed and evaluated in this paper.

作者于良芝谷松赵峥

机构地区南开大学图书馆学系南开大学图书馆天津财经学院成教学院

出处《大学图书馆学报》 CSSCI 北大核心 2005年第1期51-57,共7页 Journal of Academic Libraries

基金南开大学国际商学院985项目课题"图书馆质量评估中的SERVQUAL有效性研究"系列成果之一。

关键词 SERVQUAL 图书馆服务质量评估研究述评文章特点未来商业领域世界有效性 SERVQUAL,Quality Assessment,Library Services

分类号 G642.0 [文化科学—高等教育学] G201 [文化科学—传播学]

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