| 国内外档案馆服务质量研究进展 |
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| 引用本文： | 宋雪雁,张岩琛,孟欣欣,邓君.国内外档案馆服务质量研究进展[J].图书情报工作,2016,60(16):6-13. |
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| 作者姓名： | 宋雪雁 张岩琛 孟欣欣 邓君 |
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| 作者单位： | 吉林大学管理学院 长春 130022 |
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| 基金项目： | 本文系国家社会科学基金项目“公共档案馆用户感知服务质量评价与优化研究”（项目编号：15BTQ081）和吉林大学基本科研业务费项目-科学前沿与交叉学科创新项目“社交媒体视阈下档案信息传递与档案服务创新研究”（项目编号：2016QY033）研究成果之一。 |
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| 摘 要： | 目的/意义] 通过梳理国内外档案馆服务质量研究进展，了解国内外档案馆服务质量研究的重点和热点，以及研究的深度和广度，在此基础上提出自己的观点和展望，以期为以后档案馆服务质量的研究提供理论依据和建议。方法/过程] 通过检索国内外9个数据库和Google学术搜索中的文献，统计各文献中的关键词和词频，利用可视化软件Gephi来分析国内外档案馆服务质量的研究重点和热点，确定3个研究主题，分别是档案馆服务能力的提升、档案馆服务质量评价和档案馆的知识服务。结果/结论] 国内外对于档案馆服务质量评价方面的研究比较深入，提出的评价指标体系和评价方法比较完善，但是评价方法仅处于应用的状态，没有进行开发创新；对档案用户的研究较少，以后还要加强对档案用户的研究。
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| 关 键 词： | 档案馆服务 服务质量评价 知识服务 用户服务 |
| 收稿时间： | 2016-06-12 |
Research on the Quality of Domestic and Foreign Archives Service |
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| Song Xueyan,Zhang Yanchen,Meng Xinxin,Deng Jun.Research on the Quality of Domestic and Foreign Archives Service[J].Library and Information Service,2016,60(16):6-13. |
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| Authors: | Song Xueyan Zhang Yanchen Meng Xinxin Deng Jun |
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| Institution: | School of Management, Jilin University, Changchun 130022 |
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| Abstract: | Purpose/significance] Through the study of domestic and foreign archives service quality, this paper aims to understand the focus, the hotspot, the depth and the breadth of the archives service quality research both at home and abroad. On this basis, this paper puts forward views and prospects, in order to provide a theoretical basis and suggestions.Method/process] By retrieving 10 domestic and foreign literature databases, counting the literature keywords and word frequency, and using visualization software GEPHI, we analyzed the emphasis and hotspots of domestic and foreign archives service quality, which were identified by three themes, that is, the promotion of archives services ability, the archives service quality evaluation and the knowledge service of archives.Result/conclusion] As for more deeply studying the archives service quality evaluation at home and abroad, the evaluation index system and the evaluation method proposed are relatively perfect, but the appraisal method is only in the state of application without innovation and development. There are few studies of archives users and it is necessary to strengthen the study of archives users in the future. |
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| Keywords: | archives service service quality evaluation knowledge service user service |
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