在服务营销的视野下探讨图书馆服务创新——以留学生群体为例

Discussion on the Library Service Innovation in the Perspective of Service Marketing——A case Study of Foreign Students

阐述图书馆应当汲取服务营销的精华理念,面对多层次的读者进行服务创新。指出图书馆需对各层次的读者进行需求分析的必要性、并积极地让读者参与到服务设计的过程中。以留学生群体为例,研究这一群体的需求特性、并在服务营销理念的指导下,提出对这一群体在馆藏资源、读者培训、服务创新方面的策略。

The paper aimed to center on marketing of library and attempted to correlate service marketing as a concept to the provision of library＇ s service innovation. It objectively identified diverse user groups and highlighted users involved in the process of service design. Taking foreign students as example, the paper concluded their demand characteristics, and provided considerable information on library resource, user service and service innovation, with the guidance of service marketing concept.