近10年国外图书情报领域服务质量研究综述

Review of Service Quality in International Library and Information Science 2005-2014

[目的 /意义]在跟踪近10年国外研究成果的基础上进行分析评论和总结,以提出提升图书情报领域服务质量研究的若干建议,推动图书情报领域服务质量理论研究和实践发展。[方法/过程]采用文献计量方法统计2005-2014年国外图书情报领域服务质量研究文献在年代、作者方面的分布特点,并通过内容分析方法归纳分析国外该主题的主要研究领域。[结果 /结论]研究发现,该主题研究文献总体上呈平稳增长趋势;国外服务质量研究的触角已从传统的图书馆及其参考咨询服务向电子服务延伸;该主题研究内容涉及服务质量影响因素研究、用户研究、服务质量管理研究、服务绩效与服务质量评估研究;在归纳国外研究成果的基础上,提出存在的问题,并为后续研究提出若干建议。

[ Purpose/significance ] This paper traces and reviews the critical articles on service quality in international library science and information science during 2005 -2014, to promote the theoretical research and practice on such topic. [ Method/process]The characteristics of years and authors are analyzed by techniques of bibliometrics, and main topics are generalized and reviewed by content analysis. [ Result/conclusion ] The result shows that research literatures present a trend of steady growth overall ; the studies has stretched from quality of library and reference service to electronic service, such as e-commerce, e-government, et al ; there are four topics being widely discussed, including factors of service quality, user studies, service quality management, performance and assessment of service quality; based on generalizing all above, shortcomings and correspondent proposals on the research of such area are put forward.