图书馆开展内部顾客管理的对策与思考  

Countermeasures and Reflections on the Development of Internal Customer Management for Libraries

作　　者：纪超 展姗姗 赵晓菊 Ji Chao;Zhan Shanshan;Zhao Xiaoju

机构地区：[1]山东省图书馆,山东济南250100 [2]山东医学高等专科学校图书馆,山东济南250002 [3]寿光市发展和改革局,山东寿光262700

出　　处：《山东图书馆学刊》2018年第4期29-33,共5页The Library Journal of Shandong

摘　　要：内部顾客满意是外部顾客满意的前提和基础。本文从现代管理视角入手,引进广义顾客的概念,对图书馆应用内部顾客管理的可行性、意义及具体措施进行一番分析和梳理。同时,借鉴企业中的内部顾客管理经验,为持续改进图书馆的内部管理水平、不断提高读者满意度提出几点可行性建议。internal customer satisfaction is the premise and foundation of external customer satisfaction. Starting fi＇om the perspective of modern management, this paper introduces the concept of generalized customer, ana- lyzes and combs the feasibility, significance and concrete measures of internal customer management application in the library. At the same time, based on the experience of internal customer management, some feasible suggestions are put forward on continuously improving the internal management level and readers＇ satisfaction.

关 键 词：内部顾客 图书馆管理 目标管理 

分 类 号：G251[文化科学—图书馆学]