图书馆内部服务补救管理:目标、理论与措施

Targets,Theories and Measures of the Internal Service Recovery Management of Libraries

图书馆内部服务补救的基本目标是使馆员满意,最终目标是使读者满意。图书馆内部服务补救是指通过馆员对图书馆内部服务承诺的感知与评价,影响其情感和行为意向发挥作用的方式。图书馆内部服务补救的措施主要包括:向服务一线馆员授权,开展服务补救培训,建立合理的收入分配制度,采取最适用的补救措施,明确图书馆的补救态度,坚守图书馆的职业地位等。

The primary goal of the internal service recovery of libraries is to satisfy librarians,the ultimate goal is to satisfy the reader.The internal service recovery of libraries is affecting the role of librarian＇s feelings and the behavior intention through the perception and evaluation of librarians for the internal service commitment.Measures of the internal service recovery of libraries mainly include： authorizing librarians who serve readers directly,carrying out the training of the service recovery,building the reasonable income distribution system,taking the most applicable recovery measures,defining the recovery attitude of libraries,sticking to the professional status of libraries,and so on.