摘要
文章调查我国图书馆读者投诉管理现状,论述读者投诉在服务补救、客户权益维护、全面质量管理等方面的意义,提出了建立图书馆读者投诉协调组织机构、组织专题学术研究、制定行业标准、进行人员培训和构建评估体系等实施的举措。
The paper explored the slat.us quo of management system for readers＇ complaints in china＇s libraries. Problems of the management system have been listed. Furthermore, the paper explained the importance of readers＇ complaints to the service recovery, the protection of readers＇ rights and the total quality management. The conclusion shuws that,, several countermeasures could be carried out to improve the management system, and promote the reader service. Firstly, a coordinate department should be established to deal with readers＇ complaints. Secondly, seminars and research programmes should be carried out, to study the management system. Thirdly, an industry standard for the service system, and a evaluation system must, be established. Fourthly, personnel training programme is needed.
出处
《图书馆论坛》
CSSCI
北大核心
2009年第5期132-134,共3页
Library Tribune
关键词
图书馆
投诉管理
读者满意度
library
complaints
reader
satisfaction
standardization
