基于差距模型的科技查新服务质量提升研究  

Research on the Service Quality Improvement of Sci-tech Novelty Search Based on Gap Model

作　　者：孙洁[1] 王晓丽[1] 曹燕[1] 毛一雷[1] 李琳珊 朱礼军[1] SUN Jie;WANG Xiaoli;CAO Yan;MAO Yilei;LI Linshan;ZHU Lijun(Institute of Scientific and Technical Information of China,Beijing 100038)

机构地区：[1]中国科学技术信息研究所,北京100038

出　　处：《中国科技资源导刊》2022年第5期41-47,共7页China Science & Technology Resources Review

基　　金：中国科学技术信息研究所重点工作“面向创新的科技查新及咨询服务体系建设”(ZD2022-04)。

摘　　要：新形势下传统科技查新模式的弊端和局限性逐渐显露,为提升科技查新服务质量,借助服务质量差距模型,采用德尔菲法确定科技查新服务质量差距模型的测量指标进而形成测量问卷,并通过问卷调查结果,从认知、标准、传递、感知等方面分析导致科技查新服务质量差距产生的原因。分析结果表明,科技查新服务过程中的主要矛盾在于客户和用户对服务期望的不同,其原因是二者对查新产品质量与服务质量认知上的差异,只有解决这一根本问题,才能消除产品质量与服务质量之间的矛盾。因此,提出进一步完善标准、规范管理、升级服务模式,缩小科技查新服务质量差距的建议。Under the new situation, the disadvantages and limitations of the traditional sci-tech novelty search mode are gradually revealed. In order to improve the service quality of sci-tech novelty, with the help of the service quality gap model, this paper uses the Delphi method to determine the measurement indicators of the sci-tech novelty service quality gap model and form a survey questionnaire. Through the results of the questionnaire, we analyze the reasons for the gap in the quality of sci-tech novelty services from the aspects of cognition, standards,transmission, perception, etc. The analysis results show that the main contradiction in the process of sci-tech novelty search service lies in the difference of service expectation between customers and users, which is caused by the difference in their cognition of product quality and service quality. Only by solving this fundamental problem can the contradiction between product quality and service quality be eliminated. On this basis, we can further narrow the service quality gap by improving standards, standardizing management and upgrading service mode.

关 键 词：科技查新 服务质量 差距模型 客户 用户 服务模式 

分 类 号：G252.6[文化科学—图书馆学]