Adjusting the information service strategies according to users' requirements—A survey of the library users' information requirements in the four library systems of Zhejiang province

Based on a survey of the circumstances of the information requirements in social science from more than 3,800 library users in 48 libraries of the four major library systems in Zhejiang Province,this paper analyzes the present main characteristics of the users' requirements to the social science document information and puts forward some proposals for adjusting the document information service strategies for the library and information institutions.

Research on Enterprise Legal Service Strategy Based on Compliance Management Optimization

With the background of enterprise compliance management,this paper discusses how to improve the level of enterprise legal service and reduce enterprise legal risks by optimizing the compliance management system.It aims to analyze the current situation and existing problems of enterprise legal services through the analysis of the importance of compliance management.Furthermore,it delves into the case of enterprise legal service strategy based on compliance management optimization to verify the effectiveness and feasibility of enterprise legal service strategy.

Strategies for Sustainable Development of Broadband Services

This article explains that Internet services, characterized by Instant Messaging (IM), are now, more than ever, strongly influencing and changing the traditional telecom services as well as industry-operating model. To adapt to the change, telecom operators should adjust their thoughts while developing new broadband services. The paper will discuss the strategies for operators to make sustainable development in broadband services. It recommends operators to should become telecom-grade public service platform providers, to pay more attention to the development of next generation Service Delivery Platform (SDP), and to strengthen R&D efforts on non-PC broadband terminal because it is an important driving force for continuous development of broadband services.

Role of Effective Leadership on Empowerment,Effective Communication,and Motivation in Customer Service

Customer service is the act of supporting customers of a business that can break a business or generate profit in the competitive environment with growing customers’expectations.Regarding the critical role of customer service to differentiate between businesses,it is considered as one of the top considerations in businesses.However,there is a range of key factors that are tied to the success of a customer service provider in offering quality customer service that will eventually lead the business through exceeding or falling short in responding to customers’expectations.Besides,businesses are prone to face some challenges in the employment of customer services that are required to be addressed.This paper aims to discuss the importance of customer service and the establishment of an efficient customer service strategy in business considering different influential factors that affect offering quality customer services.It also explains challenges that businesses may face in providing amazing customer services and how to address them.

Thoughts on the Digital Reading Service of University Libraries in the“Internet+”Era

Reading is the main route to impart scientific and cultural knowledge.It is not only related to personal growth,but also closely related to the construction of our society and the prosperity of the nation.University libraries must take on this important responsibility and strengthen the promotion of reading.In the"Internet+"era,university libraries need to focus on how to keep up with the development of the times and provide better digital reading services for teachers and students.The author studies and analyzes the main characteristics of digital reading in university libraries,and proposes the service strategy of digital reading for university libraries in the"Internet+"era,hoping to help with the university libraries playing their roles.

A Study on Internal Service Recovery Strategy Using CIT from the First Line Staff's Perspective

Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.

Library's industrial technology information service in science parks—Taking NSL's practice as an example

Purpose:The purpose of this paper is to explore how libraries can develop service and product strategies and the service support mechanism to provide industrial technology information service in science parks.Design/methodology/approach:The analysis is based on a case study of a large Chinese research library,National Science Library(NSL),the Chinese Academy of Sciences(CAS),in serving high-tech companies in Zhongguancun Science Park(Z-Park).Findings:NSL’s practices suggested that in serving business clients,libraries’ product and service strategies should be based on the understanding of users’ needs.Aside from those services that have been recognized by clients such as document retrieval & delivery and novelty search,libraries may expand their service and provide in-depth information analysis and consultation for some key clients.Moreover,a service and product development system should be established,which differentiates the libraries’ products and services from those of their competitors.In providing industrial technology information service,libraries need to construct the service support mechanism,publicize their service and learn to cooperate with clients to meet their demands for knowledge management and innovation.Research limitations:The generalizability of the findings is limited because they are based on an individual case study.Practical implications:Our service practices provide useful information for other libraries to expand their information service to high-tech companies in the new information environment.Originality/value:Z-Park is the first and one of the largest science and technology parks in China.Hence NSL’s practices in serving high-tech companies in Z-Park can be valuable to other libraries that intend to take up the similar service.

Service outsourcing strategy decision for value creation in manufacturing firms

This study aims to resolve the difficult problem of manufacturers’service outsourcing strategy decision-making,with services divided into two types:hygienic and motivational.We build a value creation model for the manufacturer,service contractor,and customer under different outsourcing strategies,and we examine optimal outsourcing decision-making in various scenarios and its effect on the value creation of related entities.The results indicate that motivational services have a lower bound characterized by service utility.When the manufacturer derives services higher than this lower bound,it should operate its own motivational service and outsource the hygienic service to create greater value.When the manufacturer is limited by resources or capabilities and is required to outsource the motivational service,it can maintain value creation by setting an appropriate contract coefficient.The service contractor should undertake motivational services within the contract boundary negotiated by the manufacturer and conduct hygienic services outside the boundary.Theoretically,outsourcing both service types can maximize customer value,but this may not achieve the manufacturers’optimal value creation.