图书馆服务忠诚测度与实证
收稿日期: 2013-02-01
修回日期: 2013-03-20
网络出版日期: 2013-04-05
基金资助
本文系2011年度广东图书馆学科研课题"图书馆服务忠诚研究"(项目编号:GDTK1103)研究成果之一。
The Measurement of Library Service Loyalty and Its Empirical Study
Received date: 2013-02-01
Revised date: 2013-03-20
Online published: 2013-04-05
刘锦源 , 曹树金 , 张莉 . 图书馆服务忠诚测度与实证[J]. 图书情报工作, 2013 , (07) : 13 -17 . DOI: 10.7536/j.issn.0252-3116.2013.07.002
The evidence of service benefits to users is replacing the customary practice of collections representing the achievements of alibrary. Service loyalty and its measurement provide theoretical foundation and conceptive instrument to the performance evaluation. Library service loyalty is the concept which compounds behavioral demonstration with relationship maintenance and value orientation. Mental attitude, behavior selection and their relation play a key role in understanding service loyalty. The reasonableness, reliability and validity of library service loyalty measurement indicators which are designed with attitudinal and behavioral dimensions are verified by a questionnaire survey. Subjects of the survey can be divided into Investor, Secret admirer, Speculator and Bystander by factor scores on attitudinal and behavioral dimensions. Attracting, Upgrading, Motivating and Integrating strategies are brought out to improve and kee Ployalty.
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