农业图书情报学刊
農業圖書情報學刊
농업도서정보학간
JOURNAL OF LIBRARY AND INFORMATION SCIENCES IN AGRICUTURE
2012年
9期
143-146
,共4页
读者满意%读者抱怨%用户抱怨%形成机理%补救策略%图书馆
讀者滿意%讀者抱怨%用戶抱怨%形成機理%補救策略%圖書館
독자만의%독자포원%용호포원%형성궤리%보구책략%도서관
Reader's satisfaction%Reader's complaint%User's complaint%Formation mechanism%Redemption strategy%Library
图书馆应重视服务过程中读者可能产生的抱怨,对抱怨引发原因、形成机理保持应有的关注。分析了读者抱怨的内涵与作用基础上,构建了读者抱怨形成机理模型,深入分析读者抱怨的形成机理,进一步的提出了处理读者抱怨的策略。
圖書館應重視服務過程中讀者可能產生的抱怨,對抱怨引髮原因、形成機理保持應有的關註。分析瞭讀者抱怨的內涵與作用基礎上,構建瞭讀者抱怨形成機理模型,深入分析讀者抱怨的形成機理,進一步的提齣瞭處理讀者抱怨的策略。
도서관응중시복무과정중독자가능산생적포원,대포원인발원인、형성궤리보지응유적관주。분석료독자포원적내함여작용기출상,구건료독자포원형성궤리모형,심입분석독자포원적형성궤리,진일보적제출료처리독자포원적책략。
Libraries should respect the possible complaints by readers in the course of service, and keep the due attention to the initiation cause and formation mechanism. The article constructed a mechanical model for the formation of reader's complaint on the basis of analysis of the connotation and influence of reader's complaints, analyzed thoroughly the formation mechanism of reader's complaint, and further presented strategies to handle reader's complaint.
