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通过对图书馆服务、服务质量、服务体验、服务价值以及服务中情感、图书馆卓越服务以及图书馆个性化服务的相关概念和理论进行梳理后,初步提出图书馆精益服务的基本概念:即在图书馆服务能力的制约下,依托图书馆组织文化、品牌建设和馆员支持,通过标准化服务质量和精益化服务价值的理想配比,最大程度实现用户体验的图书馆服务。
After sorting out the related concepts and theories of library service, service quality, service experience, service value and emotion in service, library excellent service and library personalization service, the basic concept of library lean service is proposed initially: Under the constraints of library service capabilities, relying on the library’s organizational culture, brand building and librarians’ support, it maximizes the user experience of library services by standardizing the ideal ratio of service quality and lean service value.