基于图书馆非商业性营销观念的抱怨管理研究——以杜塞尔多夫大学暨州立图书馆为例  

Research on Complaint Management Based on Library Noncommercial Marketing Concept——Taking Düsseldorf University-and State Library as an Example

作　　者：刘美[1] 

机构地区：[1]天津外国语大学滨海外事学院图书馆

出　　处：《图书馆工作与研究》2015年第6期32-36,共5页Library Work and Study

摘　　要：营销并非商业组织专属的业务经营活动,可借鉴服务于市场调研、管理创新和客户满意度的现代企业管理模式,将抱怨管理贯穿于图书馆的各项服务工作中,系统化地处理用户抱怨,把握用户需求脉搏,不断提高图书馆服务内容与用户实际需求之间的契合度。文章对图书馆抱怨管理的概念进行了阐释,并结合图书馆的非商业性营销观念进一步剖析抱怨管理。采用案例分析法,介绍杜塞尔多夫大学暨州立图书馆抱怨管理的实践,包括抱怨管理的目标、组织结构和工作流程,以期为拓展图书馆质量管理提供新的思路。Marketing is not the exclusive operating activities for the commercial organizations. Drawing on the experience of modem enterprise management model that can be used for market research, innovation management and customer satisfaction. Complaint management runs through the library service. We must handle library userg complaint systematically, understand userg needs, continuously increase coincidence degree between library service and users＂ needs. This paper explains the content of complaint management of the library. And then combining with library noncommercial mar- keting concept, it analyzes complaint management in detail. This paper uses case analysis methed, introduces complaint management in D^sseldorf Uni- versity-and State Library, including the aim, organizational structure and process of complaint management. The discussion and analysis of complaint management in this paper provide the guidance for broadening new ideas of library quality management.

关 键 词：营销观念 抱怨管理 用户满意度 数据库 

分 类 号：G251[文化科学—图书馆学]