摘要
服务蓝图展示了服务接触点,服务接触点是我们提高服务质量的着手点。服务质量差距模型调查了服务质量接触点的读者满意度。感知蓝图模型整合服务蓝图模型、服务质量差距模型和系统论思想。本文运用感知蓝图模型,探讨了提升图书馆服务质量的途径。
Service blueprinting displays service contact point, service contact point is the key to improve service quality. Service quality gap model surveys reader satisfaction degree of service contact point. Perceptual blueprinting model integrates blueprinting, service quality gap model and idea of system theory. This paper exerted Perceptual blueprinting model to probe into the way to improve library service quality.
出处
《现代情报》
CSSCI
2010年第1期96-98,共3页
Journal of Modern Information
关键词
感知蓝图模型
服务接触点
服务失败点
读者满意度
perceptual blueprinting model
service contact point
service failure point
reader satisfaction degree
