图书馆服务失误的归因模型及补救策略

本文分析了图书馆在读者服务工作中产生服务失误的必然性,并从读者和图书馆的角度对服务失误进行了归因,在建立服务失误归因模型的基础上,分别从心理和行为方面探讨了对服务失误的补救策略。

Starting with the inevitability of errors occurring in the process of reader service in library, this paper attempts to analyze the causes of the service error from the view point of reader and library, and to establish the cause-analysis model so as to discuss about the remedial measures for the service error from the psychological and behavioral aspect.