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数字参考服务的质量控制研究述评 被引量：4

Commentary on the Quality Control Research of Digital Reference Service
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摘要 从定性分析的服务效果评价与定量研究的质量过程控制两个方面对数字参考服务进行了研究。读者满意度应是服务效果评价的关键指标,六西格玛法(6sigam)是服务过程控制的最佳工具。 This paper studied the digital reference services from two aspects： the qualitative analysis of service evaluation and the quantitative research of quality process control. And suggested that the users＂ satisfaction is the key factors of the service evaluation, and the Six Sigma is the best tool for service process control.
作者 吴凤仙
机构地区 温州大学图书馆
出处 《图书馆杂志》 CSSCI 北大核心 2008年第2期38-41,共4页 Library Journal
关键词 数字参考服务 质量控制 读者满意度 6sigam管理 Digital reference service, Quality control, Users＇ satisfaction, 6Sigma management
分类号 G252.6 [文化科学—图书馆学] TU712.3 [建筑科学—建筑技术科学]
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参考文献23

  • 1潘卫.虚拟参考服务的质量内涵解析[J].国家图书馆学刊,2003,12(3):21-28. 被引量：35
  • 2Eylem Ozkaramanli. Librarys'Percepections of Quality Digital Reference Services by Means of Critical Incidents. Dissertation of University of Pittsburgh,2005 (2).
  • 3杨志敏,杨凌云.现代图书馆用户满意测度研究[J].图书情报工作,2005,49(10):95-97. 被引量：6
  • 4Whitlatch, J. B. (1990). Reference Service Effectiveness. RQ, 30:205-220.
  • 5Eylem · ozkaramanl. Librarians'Perceptions of Quality Digital Reference Services by Means of Critical Incidents. http://etd. library. pitt. edu/ETD/available/etd -04192005 - 233208/unrestricted/ozkaramanli_2005. pdf.
  • 6Hereon, P. and Whitman, R. J. (2001). Delivering satisfaction and service quality : acustomer - based approach for libraries. American Library Association, Chicago.
  • 7徐红燕,段怡春.数字参考咨询服务质量评价体系探讨[J].情报理论与实践,2005,28(6):626-629. 被引量：19
  • 8武汉大学信息管理学院.图书馆学研究进展.武汉大学出版社.2006.11.
  • 9Weingand, D. E. (1997). Customer Service Excellence: A Concise Guide for Librarians, American Library Association, Chicago.
  • 10Whitlatch, J. B. ( 2000 ). Evaluating Reference Services: A Practical Guide. American Library Association, Chicago.

二级参考文献21

  • 1Melissa Gross, Charles R ; McClure, R. David Lankes. Assessing quality in digital reference services: overview of key literature on digital reference.Nov. 2001, http ://quartz. syr. edu/quality/Overview.htm(2002 年 3月查询).
  • 2A. Parasuraman ; Valarie A. Zeithama; leonard L. Berry. A conceptual model of service quality and its implications for future research. Journal of marketing,Fall, 1985.
  • 3V. A. Zeithan; A. Purasuraman; L. L. Berry. Delivering quality service: balancing customer perceptions and expectation. New York : Free Pr., 1990.
  • 4V. Coleman etc. Towards a TQM paradigm:using SERVQUAL to measure library service quality. College and research library, 1997(3).
  • 5Peter Hemon; Danuta A. Nitecki. Service quality: a concept not fully explored. Library Trends,2001(4).
  • 6Diane G. Schwartz; Dottie Eakin. Reference service standards, performance criteria, and evaluation. The Journal of Academic Librarianship, 1986( 1 ).
  • 7Kasowitz, A. ; B. Bennett; R. D. Lankes. Quality standards for digital reference consortia. Reference & User Services Quarterly, 1999(4).
  • 8RASD Ad Hoc Committee on Behavioral Guidelines for Reference and Information Services. Guidelines for Behavioral Performance of Reference and Information Services Professionals. http://www, ala. org/ rusa/acrobat/behavior, pdf(2001 年 11 月查询).
  • 9Facets of Quality for Digital Reference Services( Version 4), http://www.vrd.org(2002年3月查询).
  • 10Charles B. McClure; B. David Lankes; Melissa Gross; Beverly Choltco-Devlin. Statistics, Measures, and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures. http :// quartz. syr. edu/quality/Field _ Test _ Draft. pdf (2002年 4月查询).

共引文献57

同被引文献16

引证文献4

二级引证文献4

图书馆杂志
2008年 第2期

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