图书馆服务补救管理体系的模型构建

Research on the Construction of Library Service Recovery Management System Model

图书馆作为公共文化服务部门,服务失败不可避免,及时高效的补救措施可降低服务失败造成的影响,是体现图书馆服务水平和应急能力的重要指标。服务补救作为改善读者体验的重要手段,日益引起研究者的关注。文章聚焦服务补救现状,提出了一整套图书馆服务补救管理体系模型,对模型中预应机制、启动机制、执行机制和反馈机制等四项主要内容进行论述,并结合读者个性化需求,对服务补救数据库搭建给出建议,使提出的模型兼具理论意义和实践价值。

As the library is a public cultural service department,its service failure is inevitable.Timely and efficient recovery measures can reduce the impact of service failures,which is an important indicator of the library􀆳s service level and emergency response capabilities.As an important means to improve reader experience,service recovery increasingly attracts the attention of researchers.This article focuses on the status quo of service recovery and proposes a set of library service recovery management system models,discussing the four main contents of the model:pre-response mechanism,initiation mechanism,execution mechanism and feedback mechanism;combined with the personalized needs of readers,service recovery suggestions for database construction are given,so that the proposed model has both theoretical significance and practical value.