| 基于开架服务质量的控制研究 |
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| 引用本文： | 吴振忠.基于开架服务质量的控制研究[J].图书馆论坛,2008,28(4). |
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| 作者姓名： | 吴振忠 |
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| 作者单位： | 广东海洋大学图书馆,广东湛江524005 |
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| 摘 要： | 通过认知服务质量，了解服务质量的构成，结合影响图书馆服务质量的关键要素与关键过程，构建服务感知质量模型和服务差距模型，全面探讨服务质量管理，提出相应的质量控制措施。指出提高服务质量的核心，缩小服务质量的差距，在于关键要素的控制；提高服务质量的关键，在于服务过程的控制。
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| 关 键 词： | 开架服务 服务质量 控制研究 |
A Study on the Control of the Open-shelf Service Quality |
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| WU Zhen-zhong.A Study on the Control of the Open-shelf Service Quality[J].Library Tribune,2008,28(4). |
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| Authors: | WU Zhen-zhong |
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| Institution: | WU Zhen-zhong(Guangdong Ocean University,Zhanjiang 524005,China) |
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| Abstract: | By finding out the composition of the library service quality,combining the key elements and course that influence the quality of the library service,constructing the perceptible quality model and the disparity model of the library service,this paper probes into the quality management of the library service in an all-round way and puts forwards some corresponding measures for controlling the service quality.It points out that improving the quality and narrowing the disparity of the service quality mainly de... |
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| Keywords: | open-shelf service service quality control study |
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