公共图书馆与用户建立反馈寻求机制的研究探索

doi:10.3969/j.issn.2095-5197(2019)03-0037-03

Abstract

Abstract: This paper explores how to build a feedback-seeking mechanism between public libraries and users，and studies the value and feasible way of establishing the mechanism so as to help the harmonious development of the relationship between public libraries and users and promote the improvement of the service efficiency of public libraries.

Key words: library；user；feedback-seeking；mechanism establishment

CLC Number:

G252

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XIN Xiu-qin. Research and Exploration on the Establishment of Feedback-seeking Mechanism Between Public Libraries and Users[J].Library Research, 2019, 49(3): 37-39.

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References

[1]张燕红，廖建桥.组织中的反馈寻求行为研究述评与展望[J].外国经济与管理,2014(4):47-48.[2]吴羽冰.公共图书馆政府决策信息服务中的反馈寻求[J].图书情报工作,2013(57):68-69．[3]ROBINSON W C.Complaint handling in the library[J].Conflict Resolution,1984(166):1-34.[4]ISO.ISO10002-2004:Quality management——Customer satisfaction——Guidelines for complaints handling in organizations[EB/S].[2019-04-28] https://www.iso.org/standard/35539.html.[5]周金龙.数字时代图书馆管理危机[M].北京:海洋出版社,2012.[6]王凯丽.BS8600 标准的读者投诉管理体系[J].农业图书情报学刊，2012(12):39-43.[7]黄洁,葛艳聪,白云峰.图书馆用户服务[M].北京:国家图书馆出版社,2014.[8]吴光龙.公共图书馆读者抱怨投诉管理的分析与策略[J].新世纪图书馆，2016(4):54-57．

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