[目的/意义]构建并验证图书馆预防性服务补救影响读者的行为意向和关系质量的概念模型，为大学图书馆有效应对服务失误提供可实践的指导和建议。[方法/过程]运用情景模拟方法收集384份有效问卷，并利用SPSS 17.0和Amos 17.0对模型进行检验。[结果/结论]研究表明，预防性服务补救通过读者满意正向影响读者行为意向（读者忠诚和读者正面口碑传播），预防性服务补救通过读者满意正向影响读者关系质量（读者信任和读者承诺），读者感知控制在预防性服务补救与读者满意之间起正向调节作用，读者感知控制会强化顾客满意在预防性服务补救与读者关系质量所起的中介效应。
[Purpose/significance] This paper constructs and validates the conceptual model of library's preventive service remedy that affects readers' behavior intention and relationship quality, which provides practical guidance and suggestions for university libraries to effectively deal with service failure. [Method/process] 384 valid questionnaires were collected by the scenario simulation and the model was tested by using SPSS 17.0 and Amos 17.0. [Result/conclusion] Studies have shown that the preventive service remediation is positively influenced by readers' satisfaction (readers' loyalty and positive word of mouth). Preventive service remedies affect readers' quality (reader trust and reader commitment) through the reader satisfaction. Readers' perception control plays a positive role in the regulation of preventive services and readers' satisfaction. Readers' perception control will strengthen the customer satisfaction's intermediary effect on the preventive service remediation and the reader relationship quality.
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