摘要
结合高校图书馆自身情况,参考相关文献的基础上,初选出19个指标对高校图书馆用户关系管理有效性进行评价。通过专家调查法,运用隶属度分析对理论指标进行了实证筛选,构建出以用户知识、用户互动、用户反应和用户价值实现为一级指标和从中细分的16个二级指标共同组成的高校图书馆用户关系管理有效性评价体系。
Based on the current development of university libraries and according to references published, the paper selects 19 indicators to assess the user relations management of university libraries. Using Delphi method and membership analysis, the author conducts an empirical selection and establishes an efficiency evaluation system for user relations management of university libraries, which consists of the first-class indicators, including user knowledge, user interaction, user response as well as user value realization, and 16 second-class indicators derived from them.
出处
《图书馆学研究》
CSSCI
北大核心
2011年第3期20-23,共4页
Research on Library Science
关键词
高校图书馆
客户关系管理
用户关系管理
有效性评价
university library customer relationship management user relationship management validity evaluation
