服务剧场理论视角下的图书馆服务接触改进策略  

Library Services Encounter Improvement Strategy from the View of the Service Theater Theory

作　　者：张正慧[1] 邓国勇[1] 

机构地区：[1]南京农业大学图书馆,江苏南京210095

出　　处：《图书馆研究》2014年第2期68-71,共4页Library Research

摘　　要：图书馆服务接触研究对于提高图书馆服务质量和用户满意度具有积极意义。基于服务剧场理论,从馆员、用户、场景、表演四个方面分析了图书馆服务接触的四个因素及其对服务质量的影响机制,并具体从场景、表演、馆员、用户等四个视角讨论了面向服务质量改进的服务接触优化策略。The research of library services encounter has a positive meaning for improving library service quality and cus- tomer satisfaction. Based on the service theater theory, this paper analyzes the theatrical components of library service encounter and their impact on the service quality from four respects including librarians, users, scene, performing, et al. Some library services encounter strategies to improve service quality are specifically discussed from the view of scene, performances, librarians, users, et al.

关 键 词：图书馆 服务接触 服务剧场 服务策略 

分 类 号：G252[文化科学—图书馆学]