感知蓝图模型在图书馆服务提升中的应用  

The Application of Perceptual Blueprinting Model in Improving the Service of Library

作　　者：赵励[1] 

机构地区：[1]上海师范大学图书馆,上海200233

出　　处：《现代情报》2010年第1期96-98,共3页Journal of Modern Information

摘　　要：服务蓝图展示了服务接触点,服务接触点是我们提高服务质量的着手点。服务质量差距模型调查了服务质量接触点的读者满意度。感知蓝图模型整合服务蓝图模型、服务质量差距模型和系统论思想。本文运用感知蓝图模型,探讨了提升图书馆服务质量的途径。Service blueprinting displays service contact point, service contact point is the key to improve service quality. Service quality gap model surveys reader satisfaction degree of service contact point. Perceptual blueprinting model integrates blueprinting, service quality gap model and idea of system theory. This paper exerted Perceptual blueprinting model to probe into the way to improve library service quality.

关 键 词：感知蓝图模型 服务接触点 服务失败点 读者满意度 

分 类 号：G252[文化科学—图书馆学]