摘要
图书馆服务质量的差距是研究图书馆服务质量的重点,只有明确图书馆服务质量的差距,才能在图书馆服务质量的评估、改进、补救等方面有的放矢。以服务质量差距模型为依据,文章合理界定服务、服务质量和服务特征等概念,提出研究图书馆服务质量差距的基本原则,深入剖析图书馆服务质量差距产生的原因,并在此基础之上构建图书馆服务质量差距的构成要素分析框架。
The gap of library service quality play a emphasis in the study of service quality issues. Only after the service features are clearly defined can solutions be found to evaluate and improve library service quality and make up for service failures. The author makes a survey of serv- ice quality researches, home and abroad, adopts the analysis framework of service gap model, discusses the essential topics related to library service quality gap, analyzes the general construction of library service quality and suggests several academic principles for library service quality gap research.
出处
《图书馆论坛》
CSSCI
北大核心
2010年第3期124-126,161,共4页
Library Tribune
