图书馆服务接触失误的补救管理综合模型被引量：8

Remedial Management Comprehensive Model of the Service Encounter Failure in Libraries

下载PDF

导出

摘要服务补救是图书馆针对服务接触失误所采取的提高服务质量、减少失误产生的一项管理活动。图书馆服务接触失误主要在用户与图书馆、用户与一线馆员的互动中产生。图书馆可以通过事前控制、事中补救、事后评估3个阶段的特点制定合理、有效的服务接触失误补救策略,并使其成为一个系统的管理过程。 The service remedy is the management activity of libraries to improve the service quality and reduce errors for service encounter failures. Service encounter failures always happen in the interaction between users and libraries, the interaction between users and front-line librarians. Libraries could formulate reasonable and effective recovery strategies of service encounter failures through three stages of the feedforward control, the process control and the feedback control, and then make them a systematic management process.

作者张正慧

机构地区南京农业大学图书馆

出处《图书馆建设》 CSSCI 北大核心 2013年第10期50-55,共6页 Library Development

基金江苏省教育厅高校哲学社会科学基金指导项目"数字环境控制下区域科技信息服务风险管控研究" 项目编号:2013SJD870017 中央高校基本科研业务费专项资金资助项目"中国矿业大学学科网资源建设与服务模式研究" 项目编号:2012W43的研究成果之一

关键词图书馆服务接触服务失误服务补救 Library Service encounter Service failure Service remedy

分类号 F830.33 [经济管理—金融学]

引文网络
相关文献

参考文献20

1徐卫.图书馆系统化的服务补救机制探究[J].图书馆学刊,2009,31(4):36-38. 被引量：1
2Hart C W, Heskett J L,Earl W, et al.The Profitable Art of ServiceRecovery[J].Harvard Business Review,1990,68(4):148-156.
3Solomon M R, Surprenant C,Czepiel J A,et al, A Role Theory Perspective on Dyadic Interactions: The Service Eneounter[J].Joumal of Marketing, 1985(49): 99-111.
4Bitner M J. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses[J].Journal of Marketing,1990 (2):69-82.
5Bateson J E G.Perceived Control and the Service Encounter[M]. London :London Business Sehoo1,1985:67-82.
6Keaveney S M. Customer Switching Behavior in Service Industries: An Exploratory Study[J]. Journal of Marketing, 1995(2):71-82.
7Gronroos C. Service Quality The Six Criteria of Good Perceived Service Quality[J]. Review of Business,1988(9): 10-13.
8左新春.高校图书馆服务补救的原则、意义与实现[J].图书馆理论与实践,2010(12):92-94. 被引量：5
9Gronroos C. Service Management and Marketing:Managing the Moments of Truth in Service Competition [M]. Mass:Lexington Books, 1990:23-42.
10Hogan J,Hogan R,Buseh C. How to Measure Service Orientation[J]. Journal of Applied Psychology,1984,69(1):167-173.