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題 名 | 提升圖書館服務品質之策略性作法--系統的觀點=The Strategies to Enhance the Service Quality of the Library--A System Approach |
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作 者 | 王居卿; | 書刊名 | 圖書館管理學報 |
卷 期 | 3 1997.06[民86.06] |
頁 次 | 頁23-38 |
分類號 | 020 |
關鍵詞 | 服務品質; 策略; 系統觀點; Service; Quality; Strategy; 4Ps; System approach; |
語 文 | 中文(Chinese) |
中文摘要 | 本文以系統觀點提出一個包括4Ps的觀念性模式(conceptual model),去分析如何提升圖書館的服務品質。 該模式中乃以4Ps(即Provider、 Process、Patron及Place)為自變數,而以服務品質為依變數。本文即藉由這4Ps的構面分別對每一變數予以分析探討,並從中去發現一些會影響圖書館服務品質的策略性意義,以作為圖書館管理者策略選擇及改善服務品質之參考。 |
英文摘要 | This paper presents a conceptual model including four Ps (i.e., Provider, Process, Patron, and Place) to explore the possible ways to enhance the service quality for the Library. The independent variables in the paper are four Ps, and the dependent variable is the service quality. Each of the four Ps is analyzed and some strategic insights derived from the factors influencing the service quality of library are finally presented. The model sumitted in this paper provide the foundation for the managers to formulate the strategy and improve the service quality in the library. |
本系統中英文摘要資訊取自各篇刊載內容。