摘要
CS是Customer Satisfaction的缩写,是20世纪80年代由美国消费心理学家提出来的,意即顾客满意。2000版GB/T 19000——ISO9000族标准将"以顾客为关注焦点"作为质量管理的八大原则之一,通篇强调"顾客满意",成为一条贯穿质量体系要求的"红线"。图书情报机构活动的基本准则是使用户满意,用优良的服务来争取用户、赢得用户。从某种意义上讲,CS战略在图书情报机构的实施,必将给图书情报机构带来蓬勃生机和持久的生命力。
CS is short for Customer Satisfaction, suggested by American consume psychologists in 1980＇ s. It means ＂Customer Satisfaction＂ . The 2000 edition GB/T, 19000-ISO9000 standard says, the ＂Customers are focus＂ is one of the eight principles of quality control, and it becomes a ＂redline＂ which running through quality system demands. Customer Satisfaction is the hasie rule of books information organization. It can get more consumers by excellent service. In some ways, it means that CS stratagem will bring full of vitality force and long life force.
出处
《冶金信息导刊》
2008年第6期52-54,共3页
Metallurgical Information Review
关键词
CS
图书情报
用户服务
CS books information consumer servieele
