基于“服务三角”模型的乡镇综合文化站服务效能提升策略——以江西省Z县为例

乡镇综合文化站服务效能是农村公共文化服务水平和质量的体现。当前,江西省Z县乡镇综合文化站服务效能建设主要面临文化人才队伍结构失衡、文化服务供需错位、绩效评估体系不科学等困境。该文基于“服务三角”模型框架,从顾客价值、服务策略、供给系统和服务人员4个维度提出文化站服务效能的提升策略。

The service efficiency of township comprehensive cultural stations is the embodiment of the level and quality of rural public cultural services.At present,the service efficiency construction of comprehensive cultural stations in Z County,Jiangxi Province is mainly faced with the difficulties such as the imbalance of the structure of cultural talents,the dislocation of supply and demand of cultural services,the unscientific performance evaluation system and so on.Based on the"Service Triangle"model framework,this paper puts forward the strategies to improve the service efficiency of cultural stations from four dimensions:customer value,service strategy,supply system and service personnel.