頁籤選單縮合
題 名 | Using Quality Function Deployment to Improve Reference Services Quality |
---|---|
作 者 | 鄭保隆; 謝寶煖; | 書刊名 | 圖書館學刊 |
卷 期 | 11 1996.12[民85.12] |
頁 次 | 頁63-93 |
分類號 | 023.69 |
關鍵詞 | 參考服務; 服務品質; 品質機能展開; 顧客滿意; 服務品質機能展開; Reference services; Service quality; Quality function deployment; Service quality; Function deployment; Customer satisfaction; |
語 文 | 英文(English) |
英文摘要 | Much research has been conducted regrding how reference librarians can evaluate and improve the quality of the answers they provide to users' inquiries. There has been considerably less discussion, however, concerning how to improve the quality of the delivery of theose answerw, and to upgrade the oveall auality of reference services as whole. Suggestions for improving the quality of service contained within the business literature may be applied to improve library services as well. In this paper the use of Quality Function Deployment (QFD) as a tool for improving reference services quality is explored and an adapted framework referred to as service quality function deployment is proposed. |
本系統中英文摘要資訊取自各篇刊載內容。