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针对图书馆服务补救研究的现状,提出以提高馆员满意度为导向的内部服务补救的立论。通过分析图书馆内部服务补救的内涵,探讨其实现途径,指出必须在确立“内部顾客”的理念基础上,构建图书馆、馆员和读者三位一体的服务补救体系,并按照“三项原则”实施其内部服务补救,进而在规范的制度运作、公平的失误认定、坚强的组织支持、有效的感情沟通、充分的成就满足、持续的专业培训等六个方面分析内部服务补救,提高馆员的满意度的作用机制。
Aiming at the status quo of the research on library service remediation, this paper puts forward the argument of internal service remediation oriented to improve librarians’ satisfaction. By analyzing the connotation of service recovery in the library and discussing the way to realize it, it points out that the service recovery system of the trinity of libraries, librarians and readers must be established on the basis of establishing the idea of “internal customer Principle ”to implement its internal service remediation, and then analyze the internal service remediation and improvement in six aspects: standardized system operation, fair mistakes, strong organizational support, effective communication of feelings, full achievement of satisfaction and continuous professional training Librarians satisfaction mechanism of action.