知识资源、服务创新与服务成效的关系——基于我国高校图书馆456名用户的实证研究

The Relationships between Library Information Resources,Service Innovation and Service Effectiveness:An Empirical Study from 456 Users of University Libraries in China

高新技术企业应如何开展知识服务创新、提升创新绩效是学者研究的热点。然而,以高校图书馆为背景的相关研究却不多。本研究旨在探索高校图书馆的知识资源、服务创新、服务成效等因素的测度及其之间的关系,探究服务创新在知识资源和服务成效之间的中介作用。通过对北京、南京、西安、哈尔滨、镇江、南通等城市高校图书馆456名用户的调研,本研究发现,211高校的用户对其所在图书馆的服务评价较高,而985高校用户却获得较低的评价。各地区的用户普遍对其图书馆的知识服务技术创新不满。知识资源与服务成效呈正向相关关系,服务创新与服务成效呈正向相关关系,服务创新在知识资源和服务成效之间起着局部中介作用。基于研究发现,我们对高校图书馆的管理作出相对的政策建议与讨论。

Scholars have focused their research efforts on the issues of how to improve high technology firms＇ service innovation and innovation performance. However, there is a lack of such studies in the university libraries. In this research, we investigated the relationships between information resources, service innovation and service effectiveness of college libraries, and we also studied the potential mediating effect that service innovation could serve in the relationship between information resources and service effectiveness. We conducted a series of surveys on 456 university library users who were studying or working in colleges that were situated in China＇s Bejing City, Nanjing City, Xi-an City, Harbin City, Nantong City and Zhenjiang City. We found that users from the university libraries＇ of ＂211 project＂ had the highest opinion about their library＇s service quality. On the contrary, users from the university libraries of ＂985 project＂ received the worse evaluations. Users from most of the investigated regions were found to be unsatisfied with their library＇s service technology. In addition, we found that information resources had a positive relationship with service effectiveness, service innovation had a positive relationship with service effectiveness, and service innovation had a mediating effect on the relationship between information resources and service effectiveness. Based on our findings, we gave recommendations to the management of college libraries.