图书馆精益服务的基本概念及内容

The Basic Concepts and Contents of Fine Service in Library

通过对图书馆服务、服务质量、服务体验、服务价值以及服务中情感、图书馆卓越服务以及图书馆个性化服务的相关概念和理论进行梳理后,初步提出图书馆精益服务的基本概念:即在图书馆服务能力的制约下,依托图书馆组织文化、品牌建设和馆员支持,通过标准化服务质量和精益化服务价值的理想配比,最大程度实现用户体验的图书馆服务。

Through analyzing the relevant concepts and theories of library service, service quality, service experience, service value, emotion of service, excellence service and personalized service, the paper puts forward the concept of fine service in library： this service in library should be under the restriction of library service ability, rely on library organization culture, brand buiJding and librarian support, and then through ideal proportional allocation of standardized service quality and fine service value, the users＇ experience can be maximized.