21世纪以来我国高校图书馆服务质量效益与服务创新动力研究回顾与展望

Retrospect and Prospect of the Research on Service Quality,Benefit and Service Innovation Impetus of Chinese Academic Libraries in the Past 20 Years

[目的/意义]为高校图书馆持续提升服务质量和效益,保持蓬勃旺盛的活力,开拓发展新征程提供理论参考和借鉴。[方法/过程]采用文献计量分析与重点文献解读述评相结合的方式,划分21世纪以来服务质量效益和服务创新的研究阶段,梳理研究主题变迁情况,厘清服务质量效益的关键影响因素、评价指标体系以及服务创新动力来源和机制。[结果/结论]从文献研究来看,我国高校图书馆的服务创新和质量效益评价不仅是实践热点,也一直是理论研究的重要方向。归纳总结的3方面研究特征与3点研究不足,为新发展阶段下我国高校图书馆服务质量效益提升与服务创新动力发掘提供参考借鉴。

[Purpose/significance]Provide the reference for the academic libraries to continuously improve service quality and benefit,maintain vigorous vitality,and open up a new journey of development.[Method/process]This paper adopted the methods of bibliometric analysis and key literature review,and divided the research phases of service quality,benefit and service innovation in the past 20 years and sorted out the changes in research topics,clarify the key influencing factors and evaluation system of service quality and benefit and mechanisms of service innovation impetus.[Result/conclusion]From the perspective of literature research,the service innovation and the evaluation of service quality and benefit of academic libraries are not only hotspots of practices,but also an important direction of theoretical research.This paper summarizes three research characteristics and three research deficiencies to provide reference for the improvement of service quality and benefit and for the tapping of service innovation impetus of the academic libraries in the new development stage.