用户与图书馆的关系利益探析

Analysis of the Relational Benefit Between Users and Libraries

与用户建立长期稳固的关系是图书馆生存和发展之本,而关系利益是图书馆和用户双方建立和维持关系的前提和动机。以关系营销理论对图书馆和用户各自的关系利益进行分析发现,用户知识贡献利益是图书馆从关系中获取的最重要的利益,此外图书馆获得的关系利益还有服务成本降低、利用率上升、口碑效应、服务失误容忍等,而用户所获得的关系利益可以分为社会利益、心理利益和特殊待遇利益三种。图书馆提升用户关系利益的策略主要包括:改善图书馆员的服务态度,制定符合用户期望的服务承诺,为用户提供个性化服务等。

Establishing a long-term and stable relationship with users is the foundation of libraries＇ survival and development, and relational benefit is the prerequisite and motivation for libraries and users to establish and maintain mutual relationships. Based on the theory of relationship marketing theory, this paper analyzes the relational benefit of libraries and users. The results show that user knowledge contribution is the most important relational benefit that library can obtain in the relationship, and decreasing service cost, rising utilization rate,word-of-mouth effect, service failure tolerance, etc. are also included. The relational benefit obtained by users can be divided into： social benefit, psychological benefit and special treatment benefit. This paper also puts forward some strategies to improve the relational benefit of users, including improving service attitude of librarians, making service commitments according to users ＇ expectations, and providing personalized services for users,etc.