摘要
在简述服务承诺概况基础上,根据服务承诺在电子科技大学中山学院图书馆的实践经验对服务承诺的设计、实施条件、读者行为影响和图书馆效应等进行总结,认为在恰当的条件下建立良好设计的服务承诺制度,有利于图书馆改善服务质量,树立良好的服务形象。
Based on the review of services guarantee, through the practice of services guarantee in academic library among services guarantee designs and fulfillment conditions, the effect of services guarantee on readers＇ behavior and library was depicted. It concluded that the application of good design services guarantee under fulfillment conditions can be an approach to improve service quality.
出处
《图书馆论坛》
CSSCI
北大核心
2009年第5期129-131,共3页
Library Tribune
基金
电子科技大学中山学院青年基金资助项目"图书馆服务质量的本土化模型研究"(项目编号:2006Y01)的系列成果之一
关键词
图书馆服务
服务承诺
服务创新
library service
services guarantee
service innovation
