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图书馆服务补救的预应机制就是建立事前预警系统,最大限度地减少或避免服务失败的发生。在对图书馆服务失败的分类与识别的基础上,分析服务失败对读者的影响,进而在“稳健设计”和“内部服务补救”两个方面探讨和建立有效的预应机制。指出:“服务功能体系、组织管理体系、质量管理体系、服务交流体系”是图书馆稳健设计的具体内容;有效的内部服务补救必须在遵循一定的原则基础上,还应在“理念、制度、方法、措施”等方面得到图书馆领导的强有力支持。
The preconditioning mechanism of library service recovery is to establish an advance warning system to minimize or avoid service failure. Based on the classification and identification of library service failure, this paper analyzes the impact of service failure on readers, and then explores and establishes effective preconditioning mechanisms in terms of “robust design” and “internal service remediation”. It points out that “service function system, organization management system, quality management system and service exchange system” are the concrete contents of the robust design of the library. Effective internal service remediation must follow the principle of “ , Systems, methods, measures ”and other aspects of the library leaders have strong support.