服务承诺如何改善读者对图书馆的认知被引量：8

How to Improve Reader's Perception of Library by Launching Service Guarantee

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摘要在回顾服务承诺理论与实践研究的基础上,建立了一个以服务承诺特征为前因、以服务价值和满意度为媒介、以读者推荐和续用意向为结果的结构方程模型。在服务承诺实践真实情景下的调研数据表明:值得信任的承诺内容,方便快捷的操作程序有助于增强读者对图书馆服务价值和满意的认知,进而提高读者对于图书馆服务的推荐与续用意向。研究结果同时引申出若干图书馆服务承诺实践建议。 Based on the review of service guarantee, a structural equation model, with service guarantee characteristics as antecedent, service value and satisfaction as mediators, to predict readers＇ behavioral intention is proposed. The survey under the context of service guarantee prac tice shows that the credible contents and convenient operation procedures of guarantees have significant effect on service value and satisfaction, which can further influence reader behavioral intention. Suggestions on the library service guarantee practice were mentioned in the end of the paper.

作者刘锦源

机构地区电子科技大学中山学院

出处《图书馆论坛》 CSSCI 北大核心 2011年第4期57-59,34,共4页 Library Tribune

关键词图书馆服务服务承诺读者行为意向 library service service guarantee reader behavioral intention

分类号 G252 [文化科学—图书馆学]

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