试论图书馆读者权益的维护与管理——以对读者抱怨的解决方法为例  

On the Management and Maintenance of Library Reader Right——Taking the Method of Resolving Reader's Complaint as Example

作　　者：朱若虹[1] 

机构地区：[1]河南工程学院图书馆

出　　处：《图书馆工作与研究》2012年第9期52-54,68,共4页Library Work and Study

摘　　要：由于服务质量受到诸多因素的影响,所以读者对图书馆服务不满意导致的抱怨不可避免。开展抱怨管理无论对于读者权益的维护,还是促进图书馆工作的发展都具有积极的意义。本文阐述了读者抱怨管理的理论和机制,着重分析了读者抱怨识别与预警问题,并就抱怨管理的若干要点进行了探讨。Due to the service quality is influenced by many factors, the readers of library services are not satisfied. Carrying out complaint management has positive significance for the reader＇s rights and interests maintenance and promotion of the development of library work. This paper expounds the readers complaints management theory and mechanism, analyzes the reader complaints and early warning of problems, and discusses a certain num ber of points of complaint management.

关 键 词：图书馆 读者抱怨 抱怨管理 服务补救 

分 类 号：G252[文化科学—图书馆学]