移动阅读服务质量评价体系研究进展综述
|
摘要
论文以SERVQUAL和LibQUAL+TM模型作为研究主线,对高校图书馆、移动图书馆、移动阅读服务质量评价体系进行系统地梳理归纳。结果表明:当前对于移动阅读服务质量评价体系的研究已取得一定进展,并在一定程度上促进了移动阅读市场的发展。但是也存在一些问题:评价体系缺乏系统性和权威性;研究方法单一;以质性研究为主,结果有待实证。
This paper takes SERVQUAL and LibQUAL+TM models as the main lines to systematically summarize the progress of service quality evaluation system of university library, mobile library and mobile reading service application. The results show that the existing research has obtained a certain consensus which has promoted the development of mobile reading market. However, there are also practical problems such as lack of systematicness and authority, research methods are simple and results are lack of empirical study.
This paper takes SERVQUAL and LibQUAL+TM models as the main lines to systematically summarize the progress of service quality evaluation system of university library, mobile library and mobile reading service application. The results show that the existing research has obtained a certain consensus which has promoted the development of mobile reading market. However, there are also practical problems such as lack of systematicness and authority, research methods are simple and results are lack of empirical study.
引文
[1]何希.移动阅读及其用户行为研究[D].重庆:重庆大学,2014.
[2]REGAN W J.The service revolution[J].Journal of Marketing,1963,27(3):57-62.
[3]LEVITT T.Production-line approach to service[J].Harvard Business Review,1972,50(4):41-43.
[4]GRONROOS C.A service quality model and its marketing implications[J].European Journal of Marketing,1993,18(4):36-44.
[5]EINASTO O.E-service quality criteria in university library:a focus group study[J].New Library World,2014,115(1/2):561-566.
[6]PARASURAMAN A,ZEITHAML V A,BERRY LL.SERVQUAL:a multiple-item scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,64(1):12-40.
[7]BERRY L L,BENNETT D R,BROWN C W.Service quality:a profit strategy for financial institutions[J].Journal of Marketing,1998,62(2):123-125.
[8]PARASURAMAN A,BERRY L L.A conceptual model of service quality and its implication for future research[J].Journal of Marketing,1985,49(4):41-50.
[9]PARASURAMAN A,BERRY L L,ZEITHAML V A.Refinement and reassessment of the SERVQUAL scale[J].Journal of Retailing,1991,4(8):1463-1467.
[10]HEADLEY D E,MILLER S J.Measuring service quality and its relationship to future consumer behavior[J].Journal of Health Care Marketing,1993,13(4):32-41.
[11]LAM T K P.Making sense of SERVQUAL’s dimensions to the Chinese customers in Macau[J].Journal of MarketFocused Management,2002,5(1):43-58.
[12]ESPINOZA M M.Assessing the cross-cultural applicability of a service quality measure a comparative study between Quebec and Peru[J].International Journal of Service Industry Management,1999,10(10):449-468.
[13]WAL R W E V,PAMPALLIS A,BOND C.Service quality in a cellular telecommunications company:a South African experience[J].Journal of Service Theory& Practice,2002,12(5):323-335.
[14]FINN D W,LAMB C W.An evaluation of the SERVQUAL scales in a retailing setting[J].Advances in Consumer Research,1991,18(1):483-490.
[15]JIANG J J,KLEIN G,CRAMPTON S M.A note on SERVQUAL reliability and validity in information system service quality measurement[J].Decision Sciences,2007,31(3):725-744.
[16]COOK C,THOMPSON B.Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality[J].Journal of Academic Librarianship,2000,26(4):248-258.
[17]KAUR K,DILJIT S.Antecedents of customer loyalty:does service quality suffice?[J].Malaysian Journal of Library&Information Science,2011,16(2):95-113.
[18]GREEN J P.Determining the reliability and validity of service quality scores in a public library context:a confirmatory approach[J].Advances in Library Administration&Organization,2007,26(26):317-348.
[19]BADRI M A,ABDULLA M,ALMADANI A.Information technology center service quality:assessment and application of SERVQUAL[J].International Journal of Quality&Reliability Management,2005,22(8):819-848.
[20]LADHARI R.A review of twenty years of SERVQUAL research[J].International Journal of Quality&Service Sciences,2009,1(2):172-198.
[21]TAYLOR S A,CRONIN J J.SERVPERF versus SERVQUAL:reconciling performance-based and perceptions-minus-expectations[J].Journal of Marketing A Quarterly Publication of the American Marketing Association,1994,58:125-131.
[22]初景利.应用SERVQUAL评价图书馆服务质量[J].大学图书馆学报,1998,16(5):43-44.
[23]钱佳平.基于SERVQUAL的大学图书馆信息服务质量测评体系的研究与设计[J].大学图书馆学报,2001,19(4):34-37.
[24]任馨,章云兰,金中仁.图书馆服务质量评价新模式:从SERVQUAL到LibQUAL+[J].情报杂志,2002,21(7):47-48.
[25]张健兰,吴向丹.基于SERVQUAL模型的图书馆服务质量评价实证研究[J].图书馆理论与实践,2005(3):91-93.
[26]吴冬曼,赵熊,解春伟,等.网络环境下图书馆服务质量评价方法探析:清华大学图书馆读者满意度调查工作的实践与思考[J].大学图书馆学报,2006,24(1):49-52.
[27]夏前龙,施国洪,张晓慧.移动图书馆服务质量的内涵、结构及其测度[J].图书情报知识,2015(1):47-55.
[28]王利君.基于LibQ UAL+TM的高校移动图书馆服务质量评价研究[D].南京:南京大学,2013.
[29]郑德俊,轩双霞,沈军威.用户感知的移动图书馆服务质量测评模型构建[J].大学图书馆学报,2015(5):83-92.
[30]赵杨.数字图书馆移动服务交互质量控制机制研究:基于用户体验的视角[J].情报杂志,2014(4):184-189.
[31]程秀峰,毕崇武,王雪杰.多维度视角下的高校馆移动阅读服务质量评价体系[J].图书馆论坛,2017,37(8):91-97.
[32]王建国,孙宇,贾莉.移动互联网用户体验指标[J].现代电信科技,2015(3):75-78.
[33]叶凤云.移动阅读国内外研究综述[J].图书情报工作,2012,56(11):142-145,127.
[34]郭恋.手机移动阅读效果影响因素的实验研究[D].金华:浙江师范大学,2012.
[35]吴丹,冉爱华.移动阅读应用的用户体验比较研究[J].现代图书情报技术,2015(7/8):73-79.
[36]李立睿,王博雅,邓仲华.移动阅读应用服务质量的可拓评价研究[J].情报杂志,2016(7):201-207.
[2]REGAN W J.The service revolution[J].Journal of Marketing,1963,27(3):57-62.
[3]LEVITT T.Production-line approach to service[J].Harvard Business Review,1972,50(4):41-43.
[4]GRONROOS C.A service quality model and its marketing implications[J].European Journal of Marketing,1993,18(4):36-44.
[5]EINASTO O.E-service quality criteria in university library:a focus group study[J].New Library World,2014,115(1/2):561-566.
[6]PARASURAMAN A,ZEITHAML V A,BERRY LL.SERVQUAL:a multiple-item scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,64(1):12-40.
[7]BERRY L L,BENNETT D R,BROWN C W.Service quality:a profit strategy for financial institutions[J].Journal of Marketing,1998,62(2):123-125.
[8]PARASURAMAN A,BERRY L L.A conceptual model of service quality and its implication for future research[J].Journal of Marketing,1985,49(4):41-50.
[9]PARASURAMAN A,BERRY L L,ZEITHAML V A.Refinement and reassessment of the SERVQUAL scale[J].Journal of Retailing,1991,4(8):1463-1467.
[10]HEADLEY D E,MILLER S J.Measuring service quality and its relationship to future consumer behavior[J].Journal of Health Care Marketing,1993,13(4):32-41.
[11]LAM T K P.Making sense of SERVQUAL’s dimensions to the Chinese customers in Macau[J].Journal of MarketFocused Management,2002,5(1):43-58.
[12]ESPINOZA M M.Assessing the cross-cultural applicability of a service quality measure a comparative study between Quebec and Peru[J].International Journal of Service Industry Management,1999,10(10):449-468.
[13]WAL R W E V,PAMPALLIS A,BOND C.Service quality in a cellular telecommunications company:a South African experience[J].Journal of Service Theory& Practice,2002,12(5):323-335.
[14]FINN D W,LAMB C W.An evaluation of the SERVQUAL scales in a retailing setting[J].Advances in Consumer Research,1991,18(1):483-490.
[15]JIANG J J,KLEIN G,CRAMPTON S M.A note on SERVQUAL reliability and validity in information system service quality measurement[J].Decision Sciences,2007,31(3):725-744.
[16]COOK C,THOMPSON B.Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality[J].Journal of Academic Librarianship,2000,26(4):248-258.
[17]KAUR K,DILJIT S.Antecedents of customer loyalty:does service quality suffice?[J].Malaysian Journal of Library&Information Science,2011,16(2):95-113.
[18]GREEN J P.Determining the reliability and validity of service quality scores in a public library context:a confirmatory approach[J].Advances in Library Administration&Organization,2007,26(26):317-348.
[19]BADRI M A,ABDULLA M,ALMADANI A.Information technology center service quality:assessment and application of SERVQUAL[J].International Journal of Quality&Reliability Management,2005,22(8):819-848.
[20]LADHARI R.A review of twenty years of SERVQUAL research[J].International Journal of Quality&Service Sciences,2009,1(2):172-198.
[21]TAYLOR S A,CRONIN J J.SERVPERF versus SERVQUAL:reconciling performance-based and perceptions-minus-expectations[J].Journal of Marketing A Quarterly Publication of the American Marketing Association,1994,58:125-131.
[22]初景利.应用SERVQUAL评价图书馆服务质量[J].大学图书馆学报,1998,16(5):43-44.
[23]钱佳平.基于SERVQUAL的大学图书馆信息服务质量测评体系的研究与设计[J].大学图书馆学报,2001,19(4):34-37.
[24]任馨,章云兰,金中仁.图书馆服务质量评价新模式:从SERVQUAL到LibQUAL+[J].情报杂志,2002,21(7):47-48.
[25]张健兰,吴向丹.基于SERVQUAL模型的图书馆服务质量评价实证研究[J].图书馆理论与实践,2005(3):91-93.
[26]吴冬曼,赵熊,解春伟,等.网络环境下图书馆服务质量评价方法探析:清华大学图书馆读者满意度调查工作的实践与思考[J].大学图书馆学报,2006,24(1):49-52.
[27]夏前龙,施国洪,张晓慧.移动图书馆服务质量的内涵、结构及其测度[J].图书情报知识,2015(1):47-55.
[28]王利君.基于LibQ UAL+TM的高校移动图书馆服务质量评价研究[D].南京:南京大学,2013.
[29]郑德俊,轩双霞,沈军威.用户感知的移动图书馆服务质量测评模型构建[J].大学图书馆学报,2015(5):83-92.
[30]赵杨.数字图书馆移动服务交互质量控制机制研究:基于用户体验的视角[J].情报杂志,2014(4):184-189.
[31]程秀峰,毕崇武,王雪杰.多维度视角下的高校馆移动阅读服务质量评价体系[J].图书馆论坛,2017,37(8):91-97.
[32]王建国,孙宇,贾莉.移动互联网用户体验指标[J].现代电信科技,2015(3):75-78.
[33]叶凤云.移动阅读国内外研究综述[J].图书情报工作,2012,56(11):142-145,127.
[34]郭恋.手机移动阅读效果影响因素的实验研究[D].金华:浙江师范大学,2012.
[35]吴丹,冉爱华.移动阅读应用的用户体验比较研究[J].现代图书情报技术,2015(7/8):73-79.
[36]李立睿,王博雅,邓仲华.移动阅读应用服务质量的可拓评价研究[J].情报杂志,2016(7):201-207.