| 数字参考咨询服务质量的用户评价指标与方法研究 |
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| 引用本文： | 刘雅琼,刘兹恒.数字参考咨询服务质量的用户评价指标与方法研究[J].图书与情报,2009(2). |
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| 作者姓名： | 刘雅琼 刘兹恒 |
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| 作者单位： | 北京大学信息管理系,北京,100871 |
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| 摘 要： | 质量评价是数字参考咨询服务(DRS)研究中的一个重要课题.文章从用户体验和感受的角度出发,构建了包括服务保障质量、服务过程质量、问题解答质量等指标在内的DRS评价体系,并介绍了几种获取用户评价意见的方法.
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| 关 键 词： | 数字参考咨询服务 质量评价 用户 评价方法 |
The Research on the Quality Standards for Assessing Digital Reference Services upon User's Opinion |
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| LIU Yaqiong,LIU Ziheng.The Research on the Quality Standards for Assessing Digital Reference Services upon User''s Opinion[J].Library and Information,2009(2). |
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| Authors: | LIU Yaqiong LIU Ziheng |
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| Institution: | The Information Management Department of Peking University;Beijing;100871 |
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| Abstract: | Quality evaluation is an important issue of Digital Reference Service. This article establishes a suit of quality evaluation system which is based on the experience and feelings of users, including the quality of service security,service process and solutions of the questions, and introduces some methods for seeking users' evaluation opinions. |
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| Keywords: | digital rReference service quality evaluation users evaluation methods |
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