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论文编号：	635
作者编号：	2120062387
上传时间：	2008/6/20 9:41:48
中文题目：	图书馆服务补救管理体系的构建研
英文题目：	The construction of library se
指导老师：	柯平
中文关键字：	图书馆服务;服务补救;读者;服务<
英文关键字：	Library service;Service recove
中文摘要：	在服务经济中，开展服务管理探索、通过优质服务创造更大的价值是每一个机构都面临的重大课题。然而，即使是最优秀的机构，最优秀的服务人员，在服务过程中也难免会发生服务失败，如何进行服务补救也成为研究重心。服务营销学这门学科已经对服务补救理论进行了深入探讨。本论文以图书馆这一机构为对象，从图书馆的服务现状及读者满意度出发，落脚于图书馆服务补救管理体系的构建。试图将研究商业性服务机构的研究方法和角度应用到图书馆这一机构中，构建针对图书馆的服务补救管理体系。 在综述国内外服务补救理论研究的基础上，笔者延续服务营销学中服务补救的研究路径，引进了读者满意度、服务公平等理论。首先对图书馆服务质量读者满意度进行问卷调查，对图书馆服务失败归因进行了分析，针对不同归因提出服务补救的原则和策略，最终建立一套图书馆服务补救管理体系。 论文的第一部分主要阐述了服务补救的研究现状和意义。目的是为了说明构建服务补救模型和提出服务补救策略的背景和理论基础。 论文的第二部分对服务补救管理研究进行了文献综述，并在此基础上，重点考察了服务补救管理研究在图书馆领域的研究进展。 论文的第三、四部分是关于高校图书馆服务状况的问卷调研及分析。并在综述、调研的基础上，构建图书馆服务补救管理体系模型，包括图书馆服务补救的预应机制、启动机制、执行机制和反馈机制四部分。 最后一部分选取案例，将构建的图书馆服务补救管理体系进行小规模实验，以期发现问题进行改进。 本论文的研究目的在于引入服务营销学的相关概念和研究框架，将读者满意度、图书馆服务质量等相关问题纳入图书馆服务补救研究框架。本论文的研究创新之处在于运用服务营销领域中的服务补救理论，结合读者满意度调查，构建图书馆服务补救管理体系。
英文摘要：	In the service economy, learning how to override services and create more value via excellent service is a major issue each agency should face. However, even the best institutions or the best service personnel will make mistakes inevitably which can lead to service failure. The theory of service recovery services have been studied in service marketing and management. This paper focused on the library as the research target. This paper starts from the service status quo of the library and the readers’ satisfaction degree, setting foot in the construction of library service recovery management system. This paper attempts to apply the research method and angle in the commercial service agencies to the library and construct service recovery management system. The author developed the research path in the service marketing and management and introduced reader satisfaction degree and service equality etc theories. First, readers’ satisfaction degree for the service in the library had been probed by answer sheet and the reason of the library service failure has been analyzed. Different service recovery principles and strategies have been suggested according to different reasons and a set of service recovery management system. Service recovery research status quo and meaning have been presented in the first part. The purpose is to explain the background and theoretical basis of service recovery model and service recovery strategies. The second part of this paper reviews service recovery researches and mainly focuses on the service recovery management researches in the library field. In the third and fourth part of the paper, questionnaire survey and analysis had been carried out on the university library services. On the basis of summary and surveys, a library service recovery management system model had been constructed into four parts including library service recovery pre-conditioned mechanism directing mechanism and feedback mechanism implementation mechanisms. Cases has been selected in the last part, a small scale experiment of library service recovery management system has been constructed and looking forward new problem and improvement. This paper aims to introduce service marketing and management related concept and research framework and reader satisfaction degree and library service quality have been included in the library service recovery research framework. The innovation of this paper is to construct library service recovery management system implementing the theory of service recovery from the service marketing and management and using the reader satisfactory degree survey.
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