期刊文献+

深圳地区图书馆的“精益服务”探索 被引量:3

The Practice and Research of Lean Service in Public Libraries at Shenzhen District
下载PDF
导出
摘要 图书馆服务要求"让更多的读者享受图书馆",与企业"精益服务"的"有效保留顾客"目标有一致性。借鉴企业"精益服务"管理成果,创新公共图书馆服务手段,修正读者服务流程,完善读者服务管理,对提高"图书馆之城"的用户满意度和提升整体社会效益有重要意义。 Objective of library service is to "enable more readers to enjoy library", which is consistent with the ultimate goal of lean service to "effectively retain customers". It is of great significance to draw upon the lean service experience of enterprises, to innovate library service, to revise reader service procedures, and to improve the management of reader service. Through the subdividing library readers, optimizing service process, promoting the interface management, and strengthening staff awareness of service, the libraries at Shenzhen introduced the idea of"lean service" which takes readers as the center.
作者 王凌宇
出处 《图书馆杂志》 CSSCI 北大核心 2013年第7期52-53,56,共3页 Library Journal
关键词 精益服务 读者服务 公共图书馆 深圳 Lean service, Service for readers, Public libraries, Shenzhen
  • 相关文献

参考文献4

二级参考文献28

  • 1陈彦坤.细分高校读者群 提高读者服务质量[J].辽宁师专学报(社会科学版),2003(6):113-114. 被引量:2
  • 2吴秋明,聂柯渐,陈捷娜.界面矛盾运动规律的逻辑推演[J].系统科学学报,2006,14(2):12-17. 被引量:6
  • 3Womack, J, and Jones, D. Lean solutions[M]. London:Simon & Schuster, 2005a:85-87.
  • 4Hines, P. Purchasing for lean production [J]. International Journal of Purchasing & Materials Management, 1996, 32 (1): 2-10.
  • 5Lamming, R. Squaring lean supply with supply chain management[J]. International Journal of Operations 8a Production Management, 1996, 16(2):183-191.
  • 6Sprigg, C, and Jackson, P. Call centers as lean service environments[J]. Journal of Occupational Health Psychology, 2006, 11 (2) : 197-212.
  • 7Smith, A M. A cross-cultural perspective on the role of emotion in negative service encounters[J]. Service Industries Journal, 2006, 26(7):709-726.
  • 8Mudie, Cottam, Raeside, P, and Robert, A. An exploratory study of consumption emotion in services[J]. Service Industries Journal, 2003, 23(5) :84-106.
  • 9Womack, J, and Jones, D. Lean thinking[M]. London:Touchstone, 1996:34-35.
  • 10Bowen, D, and Youngdahl, W. "Lean" service: In defense of a production line approach[J]. International Journal of Service Industry Management, 1998, 9(3) :207-225.

共引文献32

同被引文献19

  • 1吕莉媛.高校图书馆数字资源的利用与建设[J].黑龙江高教研究,2004,22(10):129-131. 被引量:25
  • 2麦肯锡公司.大数据:下一个创新、竞争和生产力的前沿[J].赛迪译丛,2012,57(25):6.
  • 3Jackson B. University Rankings: How Well Do They Measure Library Service Quality [J]. Portal-Libraries and the Academy, 2015 (2): 315 -330.
  • 4Bae K. , Cha J. Analysis of the Factors Affecting the Quality of Service in Public Libraries in Korea [J]. Journal of Librarianship and Information Science, 2015 (3): 173-186.
  • 5Fasola O. Perceptions and Acceptance of Librarians towards Using Facebook and Twitter to Promote Library Services in Oyo State, Nigeria [J]. Electronic Library, 2015 (5) : 870 -882.
  • 6Fagan J. The Dimensions of Library Service Quality: A Confirmatory Factor Analysis of the LibQUAL Plus Instrument [J]. Library & Information Science Research, 2014 (]) : 36 -48.
  • 7Pinto M. , Fernandez M. The Impact of Information Behavior in Academic Library Service Quality: A Case Study of the Science and Technology Area in Spain [ J ]. Journal of Academic Librarianship, 2010 (1) : 70 -78.
  • 8Powelson S. , Reaume D. Using the Results of a Satisfaction Survey to Demonstrate the Impact of a New Library Service Model [J]. Health Information and Libraries Journal, 2012 (3) : 223 -232.
  • 9Sin J. Modeling theImpact of Individuals' Characteristics and Library Service Levels on High School Students' Public Library Usage: A National Analysis [J]. Library & Information Science Research (3) : 228 -237.
  • 10Buckland K.. Reference Library Service in the Digital Environment [J]. Library & Information Science Research, 2008 (2) :81 -85.

引证文献3

二级引证文献3

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部