图书馆精益服务的基本概念及内容
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摘要
通过对图书馆服务、服务质量、服务体验、服务价值以及服务中情感、图书馆卓越服务以及图书馆个性化服务的相关概念和理论进行梳理后,初步提出图书馆精益服务的基本概念:即在图书馆服务能力的制约下,依托图书馆组织文化、品牌建设和馆员支持,通过标准化服务质量和精益化服务价值的理想配比,最大程度实现用户体验的图书馆服务。
Through analyzing the relevant concepts and theories of library service,service quality,service experience,service value,emotion of service,excellence service and personalized service,the paper puts forward the concept of fine service in library: this service in library should be under the restriction of library service ability, rely on library organization culture,brand building and librarian support,and then through ideal proportional allocation of standardized service quality and fine service value,the users' experience can be maximized.
Through analyzing the relevant concepts and theories of library service,service quality,service experience,service value,emotion of service,excellence service and personalized service,the paper puts forward the concept of fine service in library: this service in library should be under the restriction of library service ability, rely on library organization culture,brand building and librarian support,and then through ideal proportional allocation of standardized service quality and fine service value,the users' experience can be maximized.
引文
[1]白长虹,李中,王潇.西方精益服务理论研究与发展综述[J].外国经济与管理,2010(10):27-28.
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[3]Jackson B.University Rankings:How Well Do They Measure Library Service Quality[J].Portal-Libraries and the Academy,2015(2):315-330.
[4]Bae K.,Cha J.Analysis of the Factors Affecting the Quality of Service in Public Libraries in Korea[J].Journal of Librarianship and Information Science,2015(3):173-186.
[5]Fasola O.Perceptions and Acceptance of Librarians towards Using Facebook and Twitter to Promote Library Services in Oyo State,Nigeria[J].Electronic Library,2015(5):870-882.
[6]Fagan J.The Dimensions of Library Service Quality:A Confirmatory Factor Analysis of the Lib QUAL Plus Instrument[J].Library&Information Science Research,2014(1):36-48.
[7]Pinto M.,Fernandez M.The Impact of Information Behavior in Academic Library Service Quality:A Case Study of the Science and Technology Area in Spain[J].Journal of Academic Librarianship,2010(1):70-78.
[8]Powelson S.,Reaume D.Using the Results of a Satisfaction Survey to Demonstrate the Impact of a New Library Service Model[J].Health Information and Libraries Journal,2012(3):223-232.
[9]Sin J.Modeling the Impact of Individuals'Characteristics and Library Service Levels on High School Students'Public Library Usage:A National Analysis[J].Library&Information Science Research(3):228-237.
[10]Buckland K..Reference Library Service in the Digital Environment[J].Library&Information Science Research,2008(2):81-85.
[11]Curry K.America's Star Libraries:The LJ Index of Public Library Service 2015[J].Library Journal,2015(18):24-34.
[12]Womack J.,Jones D.Lean Consumption[M].Harvard Business Review,2005(4):55-68.
[13]Sato C.Academic Library Service for the Next Decade[J].Library and Information Science,2007,58:1-27.
[14]王凌宇.深圳地区图书馆的“精益服务”探索[J].图书馆杂志,2013(7):52-56.
[2]李海英.图书馆服务管理[M].北京:国家图书馆出版社,2011:137-139.
[3]Jackson B.University Rankings:How Well Do They Measure Library Service Quality[J].Portal-Libraries and the Academy,2015(2):315-330.
[4]Bae K.,Cha J.Analysis of the Factors Affecting the Quality of Service in Public Libraries in Korea[J].Journal of Librarianship and Information Science,2015(3):173-186.
[5]Fasola O.Perceptions and Acceptance of Librarians towards Using Facebook and Twitter to Promote Library Services in Oyo State,Nigeria[J].Electronic Library,2015(5):870-882.
[6]Fagan J.The Dimensions of Library Service Quality:A Confirmatory Factor Analysis of the Lib QUAL Plus Instrument[J].Library&Information Science Research,2014(1):36-48.
[7]Pinto M.,Fernandez M.The Impact of Information Behavior in Academic Library Service Quality:A Case Study of the Science and Technology Area in Spain[J].Journal of Academic Librarianship,2010(1):70-78.
[8]Powelson S.,Reaume D.Using the Results of a Satisfaction Survey to Demonstrate the Impact of a New Library Service Model[J].Health Information and Libraries Journal,2012(3):223-232.
[9]Sin J.Modeling the Impact of Individuals'Characteristics and Library Service Levels on High School Students'Public Library Usage:A National Analysis[J].Library&Information Science Research(3):228-237.
[10]Buckland K..Reference Library Service in the Digital Environment[J].Library&Information Science Research,2008(2):81-85.
[11]Curry K.America's Star Libraries:The LJ Index of Public Library Service 2015[J].Library Journal,2015(18):24-34.
[12]Womack J.,Jones D.Lean Consumption[M].Harvard Business Review,2005(4):55-68.
[13]Sato C.Academic Library Service for the Next Decade[J].Library and Information Science,2007,58:1-27.
[14]王凌宇.深圳地区图书馆的“精益服务”探索[J].图书馆杂志,2013(7):52-56.