图书馆服务忠诚测度与实证  

The Measurement of Library Service Loyalty and Its Empirical Study

作　　者：刘锦源[1] 曹树金[2] 张莉[3] 

机构地区：[1]电子科技大学中山学院图书馆 [2]中山大学资讯管理学院 [3]中山职业技术学院图书馆

出　　处：《图书情报工作》2013年第7期13-17,共5页Library and Information Service

基　　金：2011年度广东图书馆学科研课题"图书馆服务忠诚研究"(项目编号:GDTK1103)研究成果之一

摘　　要：认为凭借馆藏量说明图书馆成就的传统正在被基于事实的服务效益证明所取代,服务忠诚及其测量为服务效益提供了理论基础和概念工具。图书馆服务忠诚是行为表征、关系维系和价值取向的复合概念,其核心是用户的态度取向和行为选择以及它们之间的关系。以态度和行为变化为尺度,构建图书馆服务忠诚的测量指标,通过问卷调查验证测量的合理性、可靠性和有效性。依据调查对象在态度与行为维度的因子得分识别投资型、暗恋型、旁观型和投机型用户,据此设计吸引、转换、激励和融合等差异化策略以培养和发展忠诚用户。The evidence of service benefits to users is replacing the customary practice of collections representing the achievements of alibrary. Service loyalty and its measurement provide theoretical foundation and conceptive instrument to the performance evaluation. Library service loyalty is the concept which compounds behavioral demonstration with relationship maintenance and value orientation. Mental attitude, behavior selection and their relation play a key role in understanding service loyalty. The reasonableness, reliability and validity of library service loyalty measurement indicators which are designed with attitudinal and behavioral dimensions are verified by a questionnaire survey. Subjects of the survey can be divided into Investor, Secret admirer, Speculator and Bystander by factor scores on attitudinal and behavioral dimensions. Attracting, Upgrading, Motivating and Integrating strategies are brought out to improve and kee Ployahy.

关 键 词：图书馆 服务忠诚 忠诚测量 忠诚分类 忠诚管理 

分 类 号：G252[文化科学—图书馆学]