摘要
用户对图书馆服务失败之归因结果影响决定着用户的后续行为。文章在解释用户对服务失败之归因过程的基础上,探讨了归因结果对用户行为动机的影响,并据此提出几点改善图书馆服务补救工作的启示。
The causal attribution resuh of service failure of library from the customer is influencing and determining usets behavior. The article disputes the impact on user＇s behavior motive of the result of service failure at the foundation of the course of causal attribution by user, and propose in view of the above what time to improve the library service recovery.
出处
《图书馆论坛》
CSSCI
北大核心
2009年第3期124-126,58,共4页
Library Tribune
关键词
图书馆
服务失败
服务补救
归因
library
service failure
service recovery
causal attribution
