生命周期理论视野中的图书馆业务外包服务质量提升研究

Research on the Improvement of the Service Quality of Library Outsourcing Based on the Life Cycle Theory

图书馆业务外包服务质量受决策质量的影响,并由过程质量和结果质量两个维度构成。在分析图书馆业务外包特征的基础上,运用生命周期理论,将图书馆业务外包分为筹备期、协商期、执行期和反馈期,不同时期影响外包业务服务质量的主要因素存在明显区别,图书馆可以通过构建信息评估机制、完善合同签订机制、执行全程跟踪机制、健全质量评估机制和强化沟通协调机制,提升图书馆业务外包服务质量。图1。表1。参考文献8。

The paper divides the service quality of library outsourcing,which is influenced by decision-making quality, into two dimensions： process quality and results quality. Based on the life cycle theory and combined with the characteristics of library outsourcing, it puts forward the life cycle of library outsourcing ： preparation, consultation, implementation, feedback periods. The paper analyzes the main influence factors at each stage. It also puts forward the promoting strategy in five aspects such as establishing the information evaluation mechanisms, improving the contract signed mechanism, implementing tracking mechanism, improving service quality evaluation mechanism and strengthening communication and coordination mechanism.