FOCUSING ON QUALITY REFERENCE SERVICE

被引：7

作者：

BICKNELL, T

机构：

[1] 216N Love Library, University of Nebraska-Lincoln, Lincoln

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 1994年 / 20卷 / 02期

关键词：

D O I：

10.1016/0099-1333(94)90042-6

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

Literature from the service industries consistently defines quality service in terms of the user, whereas library literature rarely defines quality reference service other than in simple quantitative terms. Quality reference service meets user needs and expectations through appropriate staff behavior and communication skills, a user friendly environment, and suitable levels of staff morale and workload.

引用

页码：77 / 81

页数：5

共 38 条

[1]

AFSHAR A, 1991, THESIS FLORIDA U

[2]

ALURI R, 1993, RQ, V33, P220

[3]

ARTHUR G, 1990, ED335042

[4] SERVICESCAPES - THE IMPACT OF PHYSICAL SURROUNDINGS ON CUSTOMERS AND EMPLOYEES [J].