| 浅谈读者投诉及投诉管理策略 |
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| 引用本文： | 冯世华.浅谈读者投诉及投诉管理策略[J].农业图书情报学刊,2010,22(7):286-287,306. |
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| 作者姓名： | 冯世华 |
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| 作者单位： | 哈尔滨市图书馆,哈尔滨,150086 |
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| 摘 要： | 图书馆的流通窗口一直是读者投诉的焦点,对此图书馆应积极面对,查原因找差距,及时向读者反馈意见;同时还要采取措施,提高服务质量。
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| 关 键 词： | 读者投诉 管理策略 |
On Readers' Complaints and management strategies |
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| Feng shi hua.On Readers' Complaints and management strategies[J].Journal of Library and Information Sciences in Agriculture,2010,22(7):286-287,306. |
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| Authors: | Feng shi hua |
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| Institution: | Feng shi hua(Harbin Municipal Public Library,Harbin 150086,China) |
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| Abstract: | Circulation windows in library are always the focus of complaints.We should face it actively,look for reasons and find gaps,feedback to the readers in time.At the same time we should take measures to improve the quality of services. |
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| Keywords: | Readers＇ complaints Management strategy |
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