基于馆员满意的图书馆内部服务补救问题研究

Research on the Library Internal Service Recovery Based on Librarian's Satisfaction

通过内部服务补救可以提高图书馆员的工作满意度,增强其组织承诺,进而通过应对意向与行动,实现图书馆的服务宗旨与目标,达到读者满意。影响内部服务补救预期的因素包括图书馆处理问题的方式、图书馆员的社会地位、图书馆员的个人成就感和图书馆员的内部服务补救体验等。图书馆开展内部服务补救应综合运用制度建设、正向激励、技能培训、适当授权、情感沟通、抱怨管理、职业规划等工具。

The internal service recovery can improve the librarians＇ work satisfaction, strengthen the organization commitment, and then through the deal with intention and action,realize the library service aims and objectives, achieve reader satisfaction. The factors of affecting the internal service recovery include the library processing question way,library personnel＇s social position, library personnel＇s individual sense of achievement and library per sonnel＇s internal service recovery experience and so on. The library should use the tools of system construction, skill training, suitable authorization, emotion communication, complaint management and occupation plan to develop the internal service recovery.