基于读者满意度导向的高校图书馆危机管理机制分析

本文试图把企业管理中的CSD和CM理论引入到图书馆管理工作中,将读者抱怨处理系统、读者信息系统、建立满意度评价体系和引入危机管理机制有机结合起来,为提升高校图书馆读者满意度提供解决方案,从而顺应潮流,在未来多源知识竞争中争取主动。

This paper tries to apply the theories of CSD and CaM in enterprise management area into library management which can integrate reader dissatisfaction process system, reader information system, reader satisfaction appraisal system and crisis management. This can help improve reader satisfaction so as to strengthen the library＇s competence.