图书馆参考咨询服务制度设计  

Design of Reference Service Regulations in Libraries

作　　者：夏圆[1] 李桂华[1] 

机构地区：[1]四川大学公共管理学院

出　　处：《国家图书馆学刊》2011年第3期19-24,共6页Journal of The National Library of China

基　　金：国家社科基金资助项目"基于制度建设的图书馆服务变革"(09CTQ003)研究成果之一

摘　　要：参考咨询作为一种与用户有高接触度的服务形式,更需要由用户感知服务质量导向的服务制度来维系。参考咨询服务制度设计需要充分考虑参考馆员作为知识型员工的特点,从理念、对象、规则、载体四方面,建立分别面向参考馆员、用户和服务的各类制度,并通过科学评价加以完善。As a kind of service form which has high customer involvement, reference service especially needs service regulations on the basis of user-perceived QoS to sustain its operation. Based on the professional features of knowledge staff such as reference librarians, we explore the design of reference service regulations from the following 4 aspects, namely idea, object, regulation and supporter, and some kinds of regulations are made concerning reference librarians, users and services, and scientific assessment has been made to improve them.

关 键 词：图书馆 感知服务质量 参考咨询 服务制度 

分 类 号：G252.6[文化科学—图书馆学]