摘要
图书馆服务质量是由技术性质量和功能性质量组成的,前者与服务结果有关,后者与服务过程有关。图书馆的服务质量管理应兼顾服务过程与服务结果的管理。ISO9001:2000所包含的目标管理思想和过程方法提供了一种适合于图书馆业的服务质量管理模式。
Library service quality consists in technical quality which is related with service output and functional quality which is related with service process. Library service quality should consider to service output and service process. ISO9001. 2000 combines with goal management theory and process method which provide such a model of service quality management for library.
出处
《图书馆学研究》
2006年第1期92-94,共3页
Research on Library Science
关键词
质量管理
目标管理
过程方法
quality management
goal management
process method
