图书馆读者抱怨不容忽视

对读者抱怨的涵义、产生、作用、管理等方面进行阐述，让人们更加清楚地认识到抱怨是无法回避的客观现实问题．也是补救服务活动中缺陷的良好信息来源。所以提示图书馆服务者善待抱怨，养成如何从抱怨声中倾听吸取读者不满的信息元素的习惯，对提高图书馆服务质量，提升读者服务满意度，最大限度地满足读者的需求上，具有一定的积极意义。

Complaints of Library Readers Should Not Be Ignored

The paper has made detailed analysis on readers' complaints about contexts,origin,functions and cultural management,from which we can see to them clearly that the complaints are objective problems that cannot be avoided.To some extent,the complaints provide us with good information sources as a remedy for the improvement of our service.The librarians should cultivate a habit of listening patiently to readers' complaints,absorb positive opinion,try to improve service quality,make readers feel satisfactory,elevated the satisfaction extent in reader service and have an active significance..