Library and Information Service >
Analysis and Enlightenment of Complaint Management of the Library in Germany
Received date: 2014-08-27
Revised date: 2014-09-27
Online published: 2014-11-05
Seeking "Zero Complaint" is the common goal of libraries. This paper introduces the general situation of complaint management of the libraries in Germany, draws flowchart of the complaint management, and explains how these libraries step by step accomplish their well-planned, well-organized complaint management and organizational structure in details. On the basis of summarizing the practice of complaint management in Germany and analyzing the situation in China it proposes some suggestions which include establishing a Complaint-Management-System, steadily popularizing the complaint management, building a central department, taking all kinds of methods to handle users' complaints, and paying special attention to internal-complaint-management and analyzing of the complaints of library users. The discussion and analysis of complaint management experience in German libraries provides the guidance for library complaint management in China which is still in its infancy.
Liu Mei . Analysis and Enlightenment of Complaint Management of the Library in Germany[J]. Library and Information Service, 2014 , 58(21) : 35 -40 . DOI: 10.13266/j.issn.0252-3116.2014.21.005
[1] 金业阳. 高校图书馆用户抱怨行为研究[J]. 情报理论与实践,2005(4):406-408.
[2] 沈建. 图书馆读者抱怨行为研究[J]. 图书情报知识,2005(5):102-104.
[3] 王浩. 理解读者投诉:一种提高图书馆服务质量的决策管理[J]. 情报资料工作,2008(6):88-90.
[4] 张亚敏. 论图书馆读者满意服务的理论基础体系结构及措施[J]. 图书馆工作与研究,2005(4):6-9.
[5] Müller U. Kritikmanagement als Bestandteil einer Marketingkonzeption für Bibliothek[J].Bibliothek,2001,25(2):214-225.
[6] Die Deutsche Nationalbibliothek[EB/OL].[2014-09-22]. http://www.dnb.de/DE/Header/Kontakt/kontakt_node.html;jsessionid=61B7145226164274F53B2427ADB1C685.prod-worker2.
[7] Stauss B, Seidel W.Beschwerdemanagement[M].München:Hanser,2007:99.
[8] Schöber P.Organisatorische gestaltung von beschwerdemanagement-systemen[M].Basel:Frankfurt am Main,1997:103.
[9] Müller U.Das service center[J].Elisabeth Niggemann.Controlling und Marketing in wissenschaftlichen Bibliothek,Bd.1., Berlin,1998:179-192.
[10] Universitäts-und landesbibliothek düsseldorf.[EB/OL].[2014-07-22]. http://www.ulb.hhu.de/nc/zg-ulb/myulb/anregungenkritik.html.
[11] Ute Olliges-Wieczorek.Ausbau des service centers zu einem kommunikationszentrum der bibliothek[C]//Niggemann E.Controlling und Marketing in wissenschaftlichen Bibliothek. Berlin:COMBI,1999:188-211.
[12] Sondermann J P.Instrumente des total quality management[C]//Stauss B.Qulitätsmanagement und Zertifizierung.Wiesbaden:Babler,1994:223-253.
[13] Drewes W, Gillhausen W.Der kunde als unternehmensberater[J].Sparkasse,1996(113):70-73.
/
| 〈 |
|
〉 |
