试论提高读者服务质量可靠性的几个因素

An analysis on the factors contributing to the improvement of dependability of serving readers

提高读者服务质量是做好读者工作的基础,服务过程直接影响着服务质量,而服务的可靠性是指为读者提供可靠地、准确地履行服务承诺的能力和服务过程。本文试图在这几方面论述提高读者服务质量的可靠性。

The paper aims to discuss how to improve the dependability of reader service. To improve the quality of reader service is fundamental to do well reader＇s work, since service process directly affects service quality. The dependability of service means providing readers with reliable, accurate service process with high ability of implementing the service commitment.