【摘要】 用户可感知的质量是一种整体可感知质量,是由用户对服务的期望和实际感受到的质量的综合。以用户感知作为理解数字参考咨询服务质量的切入点,加强对数字参考咨询服务质量影响因素的控制,尽可能减少期望质量与实际感知质量之间的差距,可提高用户可感知的数字参考咨询服务质量。据此,建立了一个基于用户可感知的数字参考咨询服务质量模型,从期望服务质量和实际感知服务质量两个方面论述数字参考咨询服务质量控制的策略。更多还原

【Abstract】 Users’ perceived service quality refers to the quality of the overall perception which is a combination of the expectations of users to the quality with the actual quality perceived.Taking users’ perception as the point to understand the quality of Digital Reference Services,and strengthening the control of factors which influence Digital Reference Services to minimize the gap between expectant quality and the actual quality perceived can improve the perceived quality of Digital Reference Services by users.Accordingly,this paper establishes a digital reference services quality model,which is based on the users’ perception,and discusses the strategies of quality control of Digital Reference Services from the aspects of expectant service quality and the actual quality of services.更多还原