| 图书馆服务补救体系的预应机制研究 |
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| 引用本文： | 潘松华,孙素云,张智松.图书馆服务补救体系的预应机制研究[J].图书馆学研究,2012(2):57-62,81. |
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| 作者姓名： | 潘松华 孙素云 张智松 |
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| 作者单位： | 盐城工学院图书馆;南京师范大学图书馆 |
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| 基金项目： | 教育部人文社会科学研究规划基金项目“基于高校图书馆危机管理的预警体系构建及其运作研究”(项目编号:10YJA870016)研究成果之一 |
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| 摘 要： | 图书馆服务补救的预应机制就是建立事前预警系统,最大限度地减少或避免服务失败的发生。在对图书馆服务失败的分类与识别的基础上,分析服务失败对读者的影响,进而在"稳健设计"和"内部服务补救"两个方面探讨和建立有效的预应机制。指出:"服务功能体系、组织管理体系、质量管理体系、服务交流体系"是图书馆稳健设计的具体内容;有效的内部服务补救必须在遵循一定的原则基础上,还应在"理念、制度、方法、措施"等方面得到图书馆领导的强有力支持。
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| 关 键 词： | 图书馆 服务失败 服务补救 预应机制 |
The Proactive Mechanism Research of the Library Service Recovery System |
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| Pan Songhua Sun Suyun Zhang Zhisong.The Proactive Mechanism Research of the Library Service Recovery System[J].Researches in Library Science,2012(2):57-62,81. |
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| Authors: | Pan Songhua Sun Suyun Zhang Zhisong |
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| Abstract: | The proactive mechanism of library service recovery is to build the advance warning system in order to largely reduce or avoid the occurrence of service failure.On the basis of classification and recognition of library service failure,we analyze the impact of service failure on the readers,then discuss the robust design and internal service recovery and build effective proactive mechanism.It should be point out that the concrete contents of the library robust design including service system,organization management system,quality management system,service exchange system.Effective internal service recovery should follow certain principles,it should also acquire the library leaders’ strong support in aspects of concepts,systems,methods and measures. |
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| Keywords: | library service failure service recovery proactive mechanis |
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