| LibQUAL与ClimateQUAL的对比评析及其在服务质量控制中的应用 |
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| 引用本文： | 郑德俊.LibQUAL与ClimateQUAL的对比评析及其在服务质量控制中的应用[J].大学图书馆学报,2012,30(2):65-73. |
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| 作者姓名： | 郑德俊 |
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| 作者单位： | 南京农业大学信息管理系,南京,210095 |
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| 基金项目： | 江苏省教育厅高校哲学社会科学基金项目“图书馆组织气候测评的结构模型研究”(2011SJD870007)成果之一 |
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| 摘 要： | 图书馆管理目标是通过馆员的努力为用户提供高质量的信息服务,图书馆服务质量控制是图书馆管理的重要内容。LibQUAL+TM是一种用户视角下的满意度测量,可以被看成是图书馆服务质量反馈控制的评价工具,ClimateQUALTM是一种馆员视角下的包含员工工作满意度的工作气候测评,可以被看成是图书馆服务质量过程控制的评价工具。该文从理论基础、测评指标、应用前景等方面对LibQUAL+TM与ClimateQUALTM进行了评析,并讨论了这两种评价工具在图书馆服务质量控制方面所体现的相关性。论文的结论是:LibQUAL+TM与Climate-QUALTM都可以为图书馆服务质量控制提供决策支持,面向图书馆服务质量控制的评价工具应是两者的协同运用,我们需要从观念培育、指标本地化改造、制度完善、测评结果利用等方面全面努力,建设能够协同运用两种评价工具的图书馆评估文化。
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| 关 键 词： | 服务质量控制 用户满意度 组织气候 ClimateQUALTM LibQUAL+TM |
The Comparative Analysis of LibQUAL+TM and ClimateQUALTM and Their Applications in Services Quality Control |
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| Zheng Dejun.The Comparative Analysis of LibQUAL+TM and ClimateQUALTM and Their Applications in Services Quality Control[J].Journal of Academic Libraries,2012,30(2):65-73. |
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| Authors: | Zheng Dejun |
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| Institution: | Zheng Dejun |
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| Abstract: | The Library management aims at providing high-quality information services with the efforts of librarians,so the library services quality control is an important part of library management.LibQUAL+TM measures the degree of satisfaction of user.It can be seen as the assessment tool for feedback control of library service quality.ClimateQUALTM measures work climate including librarian’s job satisfaction,It can be seen as the assessment tool for process control of library service quality.The Paper analyses the theoretical basis,the measurement index,and the application prospects between LibQUAL+TM and ClimateQUALTM,and discusses the correlation of the two assessment tools in services quality control of library.The paper makes some conclusions as following.Both LibQUAL+TM and ClimateQUALTM can provide decision support for library services quality control,We can control library services quality integrated with LibQUAL+TM and ClimateQUALTM.It is necessary to promote library assessment practice from the perspective of library assessment,local assessment indicators,assessment system,and application of assessment results. |
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| Keywords: | Services Quality Control User Satisfaction Organizational Climate ClimateQUALTM LibQUAL+TM |
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