【摘要】 对参考咨询服务的质量进行控制的目的是为了提高服务质量,从而在更高的层面上提高用户满意度。在逐一介绍了参考咨询服务的几种常见形式的基础上,总结了用户对所授予参考咨询服务感到满意(过程满意和结果满意)的各项评价指标,并就图书馆参考咨询服务的质量控制提出了一些建议。更多还原

【Abstract】 The goal of carrying on the control of the quality of reference service is to improve the quality of service,and to enhance the user’s degree of satisfaction.This article introduces several common forms of reference service,summarizes each appraisal target which user get satisfied from in the reference service (process satisfaction and result satisfaction),and puts forward some suggestions on the quality control of library reference service.更多还原