摘要
服务失误指服务表现未达到顾客对服务的评价标准。从这一角度看,图书馆读者工作中服务失误普遍存在。借阅服务失误按读者遭受损失的类型可分为过程失误和结果失误,两种类型失误均造成读者权益受损,包括借阅权受限、财产权受侵害和时间成本增加。为避免因服务失误而侵害读者权益,图书馆应推行服务承诺制,建立读者申诉机制,从而规范借阅服务,有效维护读者权益。
The service failure means the service doesn＇t meet the customer＇s evaluation criteria. From this point of view, the service failure is a general and universal problem in library services. According to types of failures which readers meet, the lending service failure is divided into the process failure and the result failure. The both types of failure could result in the damage of readers＇ rights, such as restricting the readers＇ lending rights, damaging the readers＇ property rights and increasing the time cost. In order to avoid offending readers＇ rights, library should implement the service commitment system, set up the reader＇s complaint system, normalize the lending service, and protect the readers＇ rights effectively.
出处
《图书馆建设》
CSSCI
北大核心
2010年第1期71-74,共4页
Library Development
关键词
服务失误
读者权益
服务承诺制
读者申诉机制
Service failure
Readers＇ right
Service commitment system
Reader＇s complaint system
