| 数字参考咨询馆员服务质量的SMLC模式研究 |
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| 引用本文： | 张晓静,郭伟,王丽玲. 数字参考咨询馆员服务质量的SMLC模式研究[J]. 长春大学学报, 2009, 19(6): 103-105 |
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| 作者姓名： | 张晓静 郭伟 王丽玲 |
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| 作者单位： | 长春大学管理学院;长春大学图书馆;中石油管道长春输油气分公司; |
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| 摘 要： | 在数字参考咨询馆员与用户的交互过程中,数字参考咨询馆员的服务质量决定着数字参考咨询服务的质量,二者之间存在着正相关。因此,研究数字参考咨询人员服务质量的提升策略有着重要的意义,本文基于制度、管理、馆员与沟通四个方面构建了SMLC模式,以实现用户和咨询馆员的双赢结果。
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| 关 键 词： | 数字参考咨询 服务质量 SMLC模式 |
The research on SMLC model of the service quality of digital reference librarians |
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| ZHANG Xiao-jing,GUO Wei,WANG Li-ling. The research on SMLC model of the service quality of digital reference librarians[J]. Journal of Changchun University, 2009, 19(6): 103-105 |
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| Authors: | ZHANG Xiao-jing GUO Wei WANG Li-ling |
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| Affiliation: | 1.Management College;Changchun University;Changchun 130022;China;2.Library;3.Changchun Branch of Pipeline Technology Company;Changchun 130062;China |
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| Abstract: | In the interactive process of the digital reference librarians and users,the service quality of digital reference librarians determines the quality of digital reference service,the two are positively related.So,the research on promotion strategy of digital reference service quality is of great significance,this paper builds SMLC model based on the system,management,staff and communication to achieve a win-win end. |
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| Keywords: | digital reference service quality SMLC model |
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