基于开架服务质量的控制研究

A Study on the Control of the Open-shelf Service Quality

通过认知服务质量,了解服务质量的构成,结合影响图书馆服务质量的关键要素与关键过程,构建服务感知质量模型和服务差距模型,全面探讨服务质量管理,提出相应的质量控制措施。指出提高服务质量的核心,缩小服务质量的差距,在于关键要素的控制;提高服务质量的关键,在于服务过程的控制。

By finding out the composition of the library service quality, combining the key elements and course that influence the quality of the library service, constructing the perceptible quality model and the disparity model of the library service, this paper probes into the quality management of the library service in an all - round way and puts forwards some corresponding measures for controlling the service quality. It points out that improving the quality and hart＇owing the disparity of the service quality mainly depend on the control of the key elements; improving the service quality crucially lies on the control of the service course.