【摘要】 提出了图书馆参考咨询服务中的CRM新概念,并从参考咨询服务中实施CRM的主要步骤、基本原则和应注意问题等方面,作了实际操作方法与理论论证相结合的学术探索,为进一步深入研究该课题,提供了一个新的理论视角。更多还原

【Abstract】 The paper has put forward CRM,a new concept,in reference consultancy service,explored an academic study on practical operational method and theoretic practice by referencing the major steps,basic principle and issues that should pay attention to in reference consultancy service,and provided a new view theoretical angle for further detailed study on this topic.更多还原