摘要
通过分析图书馆服务补救的价值和影响因素,寻找服务补救工作的策略。认为图书馆服务补救价值在公共服务的承诺、社会资本和文化,而影响图书馆服务补救的因素很多,可以从鼓励和接受读者抱怨、培训并授予员工处理权限、做好服务补救预案、提升沟通素养、建立服务补救评估制度等角度来制定实施策略。
Through the analysis of the value and influencing factors of library service remedial work this paper discusses the implementation strategies and points out that the value of library service remedial work depends on the public service commitment , social capital and culture and has many influencing factors. We should carry out the implementation strategies from the angles to encourage and accept from readers complain , to make training and granted access to deal with librarians , do best service remedial plan , to promote the communication literacy , to establish the service evaluation system , etc
出处
《图书馆》
CSSCI
北大核心
2012年第2期102-104,共3页
Library
