图书馆内部服务补救管理:目标、理论与措施  

Targets,Theories and Measures of the Internal Service Recovery Management of Libraries

作　　者：樊荣[1] 

机构地区：[1]新乡医学院图书馆,河南新乡453003

出　　处：《图书馆建设》2012年第8期77-79,83,共4页Library Development

摘　　要：图书馆内部服务补救的基本目标是使馆员满意,最终目标是使读者满意。图书馆内部服务补救是指通过馆员对图书馆内部服务承诺的感知与评价,影响其情感和行为意向发挥作用的方式。图书馆内部服务补救的措施主要包括:向服务一线馆员授权,开展服务补救培训,建立合理的收入分配制度,采取最适用的补救措施,明确图书馆的补救态度,坚守图书馆的职业地位等。The primary goal of the internal service recovery of libraries is to satisfy librarians,the ultimate goal is to satisfy the reader.The internal service recovery of libraries is affecting the role of librarian＇s feelings and the behavior intention through the perception and evaluation of librarians for the internal service commitment.Measures of the internal service recovery of libraries mainly include： authorizing librarians who serve readers directly,carrying out the training of the service recovery,building the reasonable income distribution system,taking the most applicable recovery measures,defining the recovery attitude of libraries,sticking to the professional status of libraries,and so on.

关 键 词：图书馆 内部服务补救 内部营销 图书馆管理 

分 类 号：G251.2[文化科学—图书馆学]