摘要
文章分析了读者投诉的方式和原因,探究读者投诉与服务水平的辩证关系,提出如何正确认识读者投诉,降低投诉率、切实提高高校图书馆的服务水平。
This paper analyzes the ways and causes of readers＇ complaints, explores the dialectical relationship between the readers＇ complaints and the service standards and proposes how to correctly understand the readers＇ complaints to reduce the complains rate and enhance the service standards in Academic libraries. 4 refs.
出处
《高校图书馆工作》
CSSCI
2008年第5期66-68,共3页
Library Work in Colleges and Universities
关键词
图书馆
读者投诉
服务水平
Library. Readers＇ complaints. Service standards.
