摘要
开展阅读推广服务质量管理,能有效提升读者阅读满意度,增强阅读推广服务的价值,促进阅读推广服务的科学化、可持续化发展,已成为当前阅读推广研究中一个重要的切入点。文章基于服务质量管理理论,结合“互联网+”信息环境,提出新型的阅读推广服务质量管理模型是由读者画像分析、群组细分、推广内容重组、交互情景设计、环境构建、质量评估、质量改进等七个环节构成的以读者为中心的闭合服务流程。为了论证质量管理模型是否切实可行,随机选取了80名大学生参与“曾国藩主题阅读”双组对照实验。实验结果表明:通过在阅读推广服务过程中运用质量管理模型,读者在阅读认知、阅读行为、阅读心理等三个维度均产生了正向显著变化,证实了质量管理模型的有效性,为“互联网+”环境下,科学开展阅读推广服务质量管理提供了理论依据与实践参考。
Carrying out the quality management of reading promotion service can effectively enhance not only readers reading satisfaction,but also the value of promotion services,and realize the scientific and sustainable reading promotion,which is an important entry point in the current reading promotion research.Based on the theory of service quality management,the paper proposed a new type of reading promotion service quality management model which consists of reader profile analysis,group segmentation,promotion content reorganization,interactive scenario design,environment construction,quality assessment,and quality improvement.The seven links constituted a customer-centric closed service process.Subsequently,in order to demonstrate the feasibility of the quality management model,80 college students were randomly selected to participate in the double-group controlled experiment of subject reading on Zeng Guofan.The experimental results showed that by use of the quality management model in the reading promotion service,the readers have positive and significant changes in the three dimensions of reading cognition,reading behavior,and reading psychology,fully demonstrating the effectiveness of the quality management model.
作者
张泸月
谭英
张欢
Zhang Luyue;Tang Ying;Zhang Huan
出处
《大学图书馆学报》
CSSCI
北大核心
2019年第5期61-69,共9页
Journal of Academic Libraries
基金
国家社会科学基金一般项目“基于用户满意度视角的阅读推广服务质量管理研究”(编号:16BTQ020)的研究成果之一。
关键词
阅读推广
服务质量
质量评估
服务改进
读者满意度
读者画像
用户关系管理
Reading Promotion
Service Quality
Quality Evaluation
Service Improvement
Reader Satisfaction
Reader Portrait
Reader Relationship Management
