卓越服务:从服务观开始——对“用户永远都是正确的”的思考

A First Class Service is Based on the Right Service Concept:A Study on "Users are Always Right"

从服务基模理论、无错推定原则与沉锚效应现象三个方面诠释"用户永远都是正确的"服务理念在图书馆读者服务中的积极作用。旨在消除图书情报界对"用户永远都是正确的"服务理念的认识上的偏差,更深刻、更全面地认识这一现代服务理念在开展读者服务中的积极效用,积极塑造先进的读者服务理念,提升读者服务的满意度。

This paper used service schema theory, anchoring effect and the presumption of innocence principal to examine the concept of ＂ Users are always right＂, and discussed the influence of the concept on library customer service. The objective was to clear up the misunderstanding on the concept of ＂Customers are always right＂ and explore its positive effects on customer service. The paper pointed out that the concept of ＂Users are always right＂ could be used to improve the quality of customer service.