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营销并非商业组织专属的业务经营活动,可借鉴服务于市场调研、管理创新和客户满意度的现代企业管理模式,将抱怨管理贯穿于图书馆的各项服务工作中,系统化地处理用户抱怨,把握用户需求脉搏,不断提高图书馆服务内容与用户实际需求之间的契合度。文章对图书馆抱怨管理的概念进行了阐释,并结合图书馆的非商业性营销观念进一步剖析抱怨管理。采用案例分析法,介绍杜塞尔多夫大学暨州立图书馆抱怨管理的实践,包括抱怨管理的目标、组织结构和工作流程,以期为拓展图书馆质量管理提供新的思路。
Marketing is not an exclusive business operation of a commercial organization. It draws on the modern enterprise management mode that serves market research, management innovation and customer satisfaction. It manages complaints through various service work in the library and systematically handles complaints from users, Grasp the pulse of user needs, and continuously improve the fit between library service content and the actual needs of users. The article explains the concept of library complaint management and further analyzes the complaint management based on the concept of library non-commercial marketing. This article introduces the practice of complaining management in Düsseldorf University and State Library, including complaining management objectives, organizational structure and work flow, with a view to providing new ideas for expanding library quality management.