论文部分内容阅读
对参考咨询服务的质量进行控制的目的是为了提高服务质量,从而在更高的层面上提高用户满意度。在逐一介绍了参考咨询服务的几种常见形式的基础上,总结了用户对所授予参考咨询服务感到满意(过程满意和结果满意)的各项评价指标,并就图书馆参考咨询服务的质量控制提出了一些建议。
The purpose of controlling the quality of reference services is to improve the quality of service and to improve user satisfaction at a higher level. Based on the introduction of several common forms of reference services one by one, this paper summarizes the user’s satisfaction with the reference services (the process satisfaction and the satisfactory results), and reviews the quality control of reference services Made some suggestions