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数字图书馆电子商务服务忠诚用户的培育 总被引：2，自引：0，他引：2
忠诚用户对于电子商务服务具有重要价值.数字图书馆可根据卡诺模型采取确保当然质量、提升期望质量、打造迷人质量三位一体的培育模式培养忠诚用户.培育忠诚用户的策略有:建立安全可靠的支付系统,保证用户信息安全,善于识别用户潜在需求,及时进行服务效果评价与反馈,提供优质知识服务,开展多种形式的推销活动,等等. 相似文献
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Quora是面向即时问答、在线社交的知识服务社区。高校图书馆可借鉴Quora的用户培育及参与机制,培育学科领袖与精英用户,促进用户参与知识服务共建,提升图书馆知识服务效能。 相似文献
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简述了培育高校图书馆信息用户市场的意义,务析了现阶段高校信息用户市场形成的条件和存在的问题,提出了培育高校信息用户市场的建议。 相似文献
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因特网应用于图书馆的实践,孕育和发展着图书馆2.0,使Lib2.0具有区别于1.0的特点,用户参与成为Lib2.0建立和发展的关键所在,客观上对图书馆发展提出新的要求,需要在专业性、服务性、资源、交流性、满足性等方面建立和培育新的用户关系。文章从用户需求、合理期望、体验价值及其相关性四个维度构建WEVR用户关系培育体系,旨在挖掘用户参与的驱动力,并强调该体系的运行需在用户参与理念、开放管理模式及多元激励体制等方面的支撑下才能实现可持续的发展。 相似文献
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移动图书馆服务交互模型构建 总被引：2，自引：1，他引：1
社会化网络的繁荣给移动图书馆的迅速发展提供了丰腴的土壤,有利于扩展图书馆的信息服务,增进用户与图书馆体系的信息交互。从用户与移动图书馆信息服务的多维关系入手,在分析移动图书馆服务交互过程及其对交互质量的影响的基础上,构建社会化网络环境下的移动图书馆服务交互模型,该模型以用户交互为中心,结合社会化网络和虚拟社区,提供多元化、多层次融合式交互的信息服务,旨在完善和提高移动图书馆服务交互质量。移动图书馆服务交互质量成为用户评价图书馆总体服务质量的重要因素,交互质量的改变能显著提高读者的满意度。 相似文献
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算法素养是人工智能时代催生的一种新兴素养，是人工智能环境下图书馆教育服务的新任务。本文在现有研究的基础上，整理算法素养的内涵，提出算法素养的构成要素，调研图书馆算法素养培育的现状、问题与不足，从图书馆教育受众即馆员和用户的驱动下围绕培育基础、内容、方式三个方面探讨图书馆算法素养的培育路径。 相似文献
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图书馆提高读者忠诚度的策略 总被引：32，自引：0，他引：32
读者忠诚度是读者因文献信息知识需求得到满足而重复利用同一图书馆或同一图书馆特定服务的行为。影响读者忠诚度的因素有读者满意度、信任度、情感因素、便捷因素、成本因素和环境因素等。培育读者忠诚的策略有:挖掘读者需求,推行个性化服务,争创服务品牌,保护读者权益,倾听读者抱怨,奖励忠诚读者,支持读者活动,开展自我宣传,等等。参考文献12。 相似文献
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从图书馆网站中文ALEXA世界综合排名看图书馆读者忠诚度的培育 总被引：2，自引：0，他引：2
随着信息技术的飞速发展和人们文化消费习惯的逐渐改变,图书馆网络在线服务需求必将迅猛发展。如何吸引并锁定读者,提高图书馆的读者忠诚度,是当前我们图书馆网站所应考虑的问题。 相似文献
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数字图书馆信息服务模式的演变 总被引：5，自引：0，他引：5
摘要：数字图书馆的信息服务模式历经了馆员中心、资源中心、产品中心模式的发展后正向用户中心的模式演变。作者以数字图书馆从低级到高级的发展阶段为线索，探讨了其服务模式的具体发展过程与规律，并对其未来走向提出个人设想。 相似文献
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建立了以满意度、忠诚度为核心的图书馆服务质量模型。该模型不仅建立起影响图书馆服务质量的各个因素(变量)之间的因果关系,而且可以确定图书馆用户价值感、满意度和忠诚度三者之间相互关联、相互影响的程度,为改进服务质量提供依据。图4。表3。参考文献3。 相似文献
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Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
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从科技查新服务的实践出发,探讨客户关系管理在查新服务管理中的应用。通过总结目前科技查新服务的
创新模式,论述基于客户关系管理的查新服务的特点和优势。认为科技查新服务中实施客户关系管理的目标是转变科
技查新被动服务的局面,挖掘价值用户以提供增值服务,进而提升科技查新服务价值。本文从客户分析、客户满意度
与忠诚度管理、客户关系保持与发展以及价值客户的发现四个方面探讨了服务模式构建的思路,并以中科院文献情报
中心科技查新服务为案例,讨论服务实践及效果。 相似文献
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[目的/意义]以学术电子书出版商和高校图书馆为研究对象,梳理学术电子书出版商对高校图书馆资源建设和服务的影响,提出高校图书馆的应对之策。[方法/过程]通过网络调查,了解学术电子书出版商在图书馆市场的发展现状、电子书平台功能和销售模式,分析其对高校图书馆的影响,提出高校图书馆的应对策略。[结果/结论]研究发现学术电子书出版商一方面可以丰富馆藏资源的数量、提高馆藏资源质量、提高图书馆的服务水平和增加图书馆的资源利用率,另一方面也增加了图书馆资源整合的难度和资源采购支出。提出以下建议：调整馆藏政策,适时加大电子书馆藏比重;建立采购联盟,按需选择采购策略;加强与出版商合作,提高服务质量;积极开展用户培训,加强电子书的阅读推广活动。 相似文献
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Factors affecting customer relationship management practices in Thai academic libraries 总被引：1，自引：0，他引：1
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2011,(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献