图书馆服务制度建设任务分析：基于关键事件分析法  

Analysis of the Tasks of the Library Service System Construction:Based on the Critical Incident Technique

作　　者：李桂华[1] 彭文凤[2] 郭桑[2] 

机构地区：[1]四川大学公共管理学院信息资源管理系 [2]四川大学公共管理学院

出　　处：《中国图书馆学报》2011年第4期50-59,共10页Journal of Library Science in China

基　　金：国家社会科学基金项目“基于制度建设的图书馆服务变革”(编号:09CTQ003)研究成果之一

摘　　要：了解用户在接受图书馆服务过程中发生的"关键事件",可以发现影响用户服务质量的症结所在,进而为高效的服务管理制度设计和安排提供依据。应用关键事件法,通过开放性问卷调查,收集了501名用户接收图书馆服务中的满意和不满意事件,从管理、行为、态度、资源四个主题范畴,展开对各主题的案例分类。分析结果表明,关键事件调查反映了图书馆服务管理中可能出现的各种服务质量问题,而且这些问题所映射的管理环节和管理因素之分布呈现集中性。基于此,提出图书馆服务制度建设中的核心岗位、关键流程和重点制度,并阐述了针对这些服务环节的制度建设任务。Understanding the key events in the process of customers＇ receiving library service can help us find core essential factors that influence customers＇ perceived service quality. Based on Critical Incident Method, the study has gathered satisfied and dissatisfied events in receiving library service from 501 users by questionnaires. Four themes including management, behavior, attitude and resources were analyzed. The critical incident investigation reveals some possible service quality problems in the library service system and the distribution of the concerned management processes and factors are concentrated. Therefore, this study puts forward the ideas to build core positions, key processes and regulations and discusses the tasks for the construction of the library service system. 1 fig. 8 tabs. 11 refs. KEY WORDS Service system construction. Library. Critical Incident Method. Perceived service quality.

关 键 词：服务制度建设 图书馆 关键事件法 感知服务质量 

分 类 号：G252[文化科学—图书馆学]