摘要
不稳定性是图书馆服务及其评价难以控制的表现,它给图书馆管理带来了巨大的挑战。从服务接触的视角,图书馆服务不稳定性可分为读者不稳定性、馆员不稳定性和服务系统不稳定性,三者之间具有传染性,如果控制不及时,不稳定性形成的共振效应容易产生服务危机。图书馆可以通过提供有形线索、降低人际接触和建立补救机制等方法避免或减少服务不稳定。管理策略包括作出服务承诺、进行读者能力管理、绘制服务蓝图、制定服务标准、提供自助服务和服务补救等。
The instability is the performance of the library service and its evaluation being beyond control, it has brought great challenges to the library management. From the view of the service contact, the instability of library services could be classified as the instability of readers, the instability of librarians and the instability of the service system, and they have infectivity. If the control is not timely, the resonance effect formed by the instability could easily produce the service crisis. Libraries could avoid or reduce the instability of services through providing tangible clues, reducing the interpersonal touch and constructing redress mechanisms. Management strategies include making the service commitment, carrying out the reader capacity management, drawing the service blueprint, formulating the service standard, providing the self-service and the service recovery.
出处
《图书馆建设》
CSSCI
北大核心
2013年第3期65-68,73,共5页
Library Development
关键词
图书馆服务
服务不稳定性
服务管理
Library service
Instability of the service
Service management
