摘要
以格鲁诺斯"可感知的服务质量"为契入点,通过构建可感知的个性化信息服务质量框架模型,分析数字图书馆的个性化信息服务中对用户期望服务质量和实际感知服务质量影响因素。要减小期望服务质量与感觉中的服务质量之间的差距,提高用户可感知的个性化信息服务质量,必须从两方面同时着手,加强对其服务质量控制。
Starting from Gronroos＇s ＂perceived service quality＂,the article discusses the quality framework model of perceived personalized information service,analyzes the factors affecting users＇ expected service quality and actual perceived service quality in digital library＇s personalized information services.To shorten the gap between the expected service quality and the perceived service quality and improve the perceived service quality,measures should be taken in both aspects and the service quality control should be strengthened.
出处
《图书馆论坛》
CSSCI
北大核心
2011年第1期114-116,134,共4页
Library Tribune
关键词
数字图书馆
可感知服务
期望服务
质量控制
digital library
perceived service
expected service
quality control
