CAJ | 학술논문

以开放档案价值实现为基础,论述开放档案价值实现与档案服务质量的关系,探讨档案用户对档案服务质量评价的5个要素,即档案服务的可靠性、档案服务的有形化、档案服务响应、档案服务的移情效应以及档案服务承诺效力。在已有服务质量概念模型的基础上,建立档案服务差距模型,该模型有助于档案机构分析和判断档案服务在哪些方面需要改进和完善,最终确保开放档案价值的顺利实现。
이개방당안개치실현위기출,논술개방당안개치실현여당안복무질량적관계,탐토당안용호대당안복무질량평개적5개요소,즉당안복무적가고성、당안복무적유형화、당안복무향응、당안복무적이정효응이급당안복무승낙효력。재이유복무질량개념모형적기출상,건립당안복무차거모형,해모형유조우당안궤구분석화판단당안복무재나사방면수요개진화완선,최종학보개방당안개치적순리실현。
On the basis of open archives value achieving, the relations between open archives value achieving and archival service quality are discussed, and five factors about how archives users evaluate archival service are expounded,they are reliability, tangibles ,responsiveness, empathy and service assurance of archival service. Based on the existing conceptual model of service quality ,gap model of archival ser- vice is established, which will be in favor of archival organizations analyzing and estimating what areas in archival service need to improve and refine so as to ensure the final successful achievement of open archives value.