| 基于客户细分理论的医院图书馆服务创新 |
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| 引用本文： | 宋倩.基于客户细分理论的医院图书馆服务创新[J].中华医学图书馆杂志,2014(2):35-37. |
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| 作者姓名： | 宋倩 |
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| 作者单位： | 河北医科大学第二医院,河北石家庄050000 |
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| 摘 要： | 基于医院图书馆的服务对象和服务特点，采用客户细分理论，根据读者的专业特点、信息查询方式等将读者群体分为非医务人员、科研型医务人员、业务型医务人员、实习人员、病患及家属5类，并针对各类读者群体的特征，创新服务方式，采取不同的服务措施，满足其不同需求，提升读者满意度，提高图书馆服务水平。
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| 关 键 词： | 医院图书馆 客户细分理论 读者细分 服务创新 读者需求 |
User subdivision theory-based innovative service in hospital library |
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| SONG Qian.User subdivision theory-based innovative service in hospital library[J].Chinese Journal of Medical Library,2014(2):35-37. |
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| Authors: | SONG Qian |
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| Institution: | SONG Qian (Second Hospital of Hebei Medical University, Shijiazhuang 050000, Hebei Province, China) |
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| Abstract: | The readers were divided into non-medical staff, scientific research medical staff, professional medical staff, practicing medical staff, patients and their family members using the user subdivision theory according to the subjects of service, characteristics of service, subject characteristics and information inquiry methods of readers. The service methods were innovated according to the characteristics of different readers and different measures were taken for meeting the demands of different readers,improving the satisfactory degree of readers and the service of library. |
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| Keywords: | Hospital library User subdivision theory Reader subdivision Service innovation Demand of readers |
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