以提高馆员满意度为导向的图书馆内部服务补救研究  

Study on Library Internal Service Recovery System in Order to Improve Librarian's Satisfaction

作　　者：潘松华[1] 张红生[1] 张智松[2] 

机构地区：[1]盐城工学院图书馆 [2]南京师范大学图书馆

出　　处：《图书馆学研究》2011年第8期30-33,共4页Research on Library Science

基　　金：教育部人文社会科学研究规划基金项目"基于高校图书馆危机管理的预警体系构建及其运作研究"(项目号:10YJA870016)的研究成果之一

摘　　要：针对图书馆服务补救研究的现状,提出以提高馆员满意度为导向的内部服务补救的立论。通过分析图书馆内部服务补救的内涵,探讨其实现途径,指出必须在确立"内部顾客"的理念基础上,构建图书馆、馆员和读者三位一体的服务补救体系,并按照"三项原则"实施其内部服务补救,进而在规范的制度运作、公平的失误认定、坚强的组织支持、有效的感情沟通、充分的成就满足、持续的专业培训等六个方面分析内部服务补救,提高馆员的满意度的作用机制。For the status of library services remedial study, we proposed the subject of the library internal service recovery system in order to improve librarians＇ satisfaction. We discussed the way to realize the library internal service recovery system by analyzing the content of the system, meanwhile we pointed out that we should construct the service recovery system which is the trinity of libraries, librarians and readers on the conceptual basis of internal customers. We should carry out the internal service recovery system according to three principles, then analyze mechanism of the internal service recovery system in order to improve librarians＇ satisfaction in terms of standard system operation, fair errors identification, strong organizational support, valid emotional communication, sufficient achievement satisfaction and continuous professional training.

关 键 词：内部服务补救 图书馆 馆员满意度 

分 类 号：G252[文化科学—图书馆学]