高校图书馆读者抱怨行为研究  

Research on the Reader's Complaint Behavior of University Libraries

作　　者：王玉风[1] 

机构地区：[1]山西大学管理学院,山西太原030006

出　　处：《图书馆建设》2012年第9期46-49,53,共5页Library Development

摘　　要：以"读者为中心"的服务理念和服务宗旨的确立,使读者对图书馆的期望值越来越高,读者投诉也随之增多。读者抱怨行为的产生是无法回避的现实问题,同时也是促进图书馆更好发展的机遇。高校图书馆应严把工作人员招聘关,提高读者利用图书馆设施的能力和信息素养,改善图书馆的馆藏资源结构,提高图书馆软硬件质量,完善管理制度,营造良好的图书馆氛围,拓宽读者诉求渠道,从而提高图书馆服务质量。The establishment of the reader-centered service concept and aims makes the reader have increasingly high expectations for the library, along with more and more complaints from readers. Readers＇ complaint behaviors are unavoidable realities, at the same time, it is an opportunity to promoting librarians developing better. The university library should control the personal recruitment strictly, improve the reader＇s ability of using library facilities and reader＇s information literacy, improve the collection structure, improve the quality of hardware and software, perfect management systems, create the good environment, and expand the reader＇s complain channel, in order to improve the library service quality.

关 键 词：高校图书馆 读者抱怨 读者服务 服务失误 

分 类 号：G252[文化科学—图书馆学]