高校图书馆服务质量管理研究综述  

Review of Service Quality Management of the University Library

作　　者：解日红[1] 

机构地区：[1]北京工业大学,北京100124

出　　处：《图书馆建设》2008年第10期51-55,共5页Library Development

基　　金：北京工业大学校青基金资助;项目名称为高校图书馆服务质量评价方法研究;项目编号:X1201212200801

摘　　要：目前,图书馆在其服务质量的内涵界定以及测评研究等方面存在很多困难。主流观点认为服务质量可以通过顾客感知来定义和量度,方法是建立在SEVQUAL基础上的LibQUAL+TM模式、简洁实用的SERVPERF模式和基于事件测量的关键事件技术。虽然3种方法各有优劣,但都普遍缺乏从内部考查服务质量的措施,因此,仍需要进一步深入挖掘服务质量的内涵,探讨服务质量综合评价模式,以及进行服务补救等方面的研究。At present, there are lots of difficulties for the library to define and measure its service quality. The mainstream view is that services quality can be defined and measured by the customers＇ perception. The main methods for measuring service quality are the LibQUAL＋TM model built on the basis of SEVQUAL, the concise and practical SERVPERF model, and the event-based measurements of the Critical Incident Technique. Although the three methods have each advantage, they are all lack of internal examination. So there is still plenty of room for further research in concept defining, comprehensive evaluation model on the services quality, remedial services, etc.

关 键 词：服务质量管理 LIBQUAL+^TM SERVPERF 关键事件技术 

分 类 号：G258.6[文化科学—图书馆学] G252