论图书馆的服务失误与服务补救

On Library Service Failures and Remediation

服务补救是服务性企业在出现服务失误时所做出的一种即时性、主动性反应。其目的是通过这种反应将服务失误对顾客造成的负面影响减少至最低。图书馆也是一个以服务为主要功能的机构,借鉴服务性企业的这种管理理念和方式,对提高图书馆服务质量有着极其重要的现实意义。

There is some remediation while these service failures appearing inservice enterprises. This kind of instant and active response aims to reduce customers＇ lost. Serving readers is the main function of hbrary, so it is significant to adopt this management concept and mode to promote the service quality.