摘要
图书馆用户满意度和员工满意度是图书馆服务质量控制研究中两个不同视角。分析用户满意度、员工满意度与图书馆服务质量的关系及其适用的测评工具,并以测评实例说明两个满意度之间存在的关联。同时,借鉴服务利润链模型,结合图书馆特点的分析,描绘图书馆服务价值链,构建包含图书馆内部服务质量控制和外部服务质量控制的"满意镜"控制模型。图2。表2。参考文献30。
User satisfaction and employee satisfaction in library are two different perspectives for service quality control. The paper analyzes the relationship between the library service quality and user satisfaction, employee satisfaction. Then it recommends the appropriate measure tools. The measure example shows that the relationship between user satisfaction and employee satisfaction in library is intensive. Using service profit chain model for reference, the paper describes the library service value chain, constructs ＂satisfaction mirror＂ model for library service quality control, from the perspective of internal and external service quality control.
出处
《国家图书馆学刊》
CSSCI
北大核心
2012年第1期60-67,共8页
Journal of The National Library of China
基金
江苏省教育厅高校哲学社会科学基金项目"图书馆组织气候测评的结构模型"(2011SJD870007)成果之一
关键词
服务质量
满意镜
图书馆
员工满意度
用户满意度
Service Quality
Satisfaction Mirror
Library
Employee Satisfaction
User Satisfaction
