民办院校图书馆读者服务工作

读者工作是图书馆一切工作的出发点和归宿点,是图书馆发展的核心,它在图书馆与读者之间起着桥梁和纽带的作用。读者服务工作的好坏,直接反映了图书馆的面貌和服务水平。本文就当前图书馆读者工作的现状及存在的问题,结合民办院校图书馆的实际作了初步分析,并就如何做好读者服务工作作了进一步的研究和探讨。     

浅议读者协会参与高职院校图书馆管理工作

读者协会是图书馆联系广大读者的桥梁,读者协会参加图书馆管理工作是高职院校图书馆开辟读者服务的一个重要途径。本文就读者协会参与高职院校图书馆管理工作的意义、方式及如何让读者协会更好的参与图书馆管理进行了探讨。     

大数据驱动下高校图书馆读者服务“订单式”创新模式研究

大数据对高校图书馆的读者服务提出了更高的要求,传统读者服务模式并不能满足读者多样化和个性化的需求。论文提出运用大数据分析方法,构建高校图书馆读者服务数据库,构建高校图书馆读者"订单式"创新服务模式。研究表明,读者"订单式"创新服务模式不仅创新性地提升了高校图书馆读者服务功能定位,也可以满足读者多样化和个性化的服务需求。论文的研究既丰富了图书馆读者服务的内容,也为下一步读者服务实践提供指导。     

浅议高校图书馆读者服务工作的新途径

读者服务工作是高校图书馆直接面向读者进行的服务活动,是高校图书馆工作的重心。针对如何提高高校图书馆读者服务质量,从不断提升高校图书馆员职业素养、建立科学的读者服务体制、寻求读者个性化服务等方面,探讨了高校图书馆读者服务工作的新途径。     

图书馆管理数据仓库挖掘技术分析

图书馆借阅记录是读者使用图书馆资源的最佳证据,也是读者满足个人信息需要的行为体现,反映了读者的使用需求,蕴含着大量读者与图书馆互动的信息"科学地提取和应用这些信息,对于掌握读者兴趣,加强图书馆资源整合与利用具有一定的参考价值。     

读者需求和图书馆服务模式

服务是图书馆永恒的话题,既是实现图书馆读者需求的直接手段,也是满足读者需求的最终结果。本文通过分析读者的需求,详细探讨了目前图书馆的读者服务模式。     

图书馆服务质量提升的路径选择

读者服务工作是图书馆工作核心，本文论述了提高图书馆读者服务质量的途径，以期图书馆读者服务工作不断改进。     

试论高校图书馆服务工作

全心全意为读者服务,这是图书馆的基本宗旨。图书馆的社会价值是通过服务体现的。服务是贯穿图书馆发展的主线,是图书馆的核心价值观。图书馆现代化的发展就是为读者提供更好的服务。本文从读者服务、内部环境、网络服务、制度建设、馆员素质五个方面探讨了图书馆的读者服务工作。     

浅淡高职院校图书馆的读者协会工作

就高职院校图书馆成立图书馆读者协会工作的发展及现高职院校图书馆读者协会工作的概况进行论述.在结合实践的基础上提出了把图书馆读者协会建设成为学生自我管理、自我服务、自我教育能力等方面讨论.最后论述了高职院校图书馆读者协会工作的科学管理概念.     

图书馆读者工作中有关问题的研究

图书馆读者工作作为图书馆直接面向社会、面向读者的服务活动，是图书馆工作的核心，是图书馆各项活动的出发点和归宿。基于这一认识。本文结合实际。分别从读者类型、阅读需求、服务读者原则三方面重在后两方面进行了探析、研究。为进一步做好图书馆读者工作提供了些许理论依据和可贵的借鉴。     

ECONOMIC FALLACIES VII

Competition laws are intended to protect consumers but they can be twisted to serve the interests of competitors. Complaints by competitors can be useful in anti-trust cases but, in general, antitrust agencies should be‘deeply sceptical’of such complaints which may reflect attempts to seek protection from a more efficient competitor. Both US and EU officials have not been sufficiently sceptical of complaints against Microsoft by its competitors: consumers will pay the price for this error.     

Too hot to handle? Trust and human resource practitioners' implementation of anti‐bullying policy

In this article, we examine the dynamics of trust in the triadic relationship between HR, employees and managers when dealing with allegations of workplace bullying. Previous research has shown employees to be dissatisfied with HR practitioners' responses to complaints of workplace bullying, and we explore the novel angle of the HR practitioners' perspective through semistructured interviews. Paralleling extant employee accounts, the findings suggest that HR practitioners rarely judge situations as bullying where a manager is accused. Trust between employee, manager and HR practitioner is essential for the successful resolution of bullying claims, yet this study suggests multiple directions of distrust. By virtue of their role alignment and previous experiences of handling bullying, HR practitioners were found to prioritise their relationships with managers, automatically distrusting employees' bullying claims. Despite also distrusting managers to effectively deliver HRM practices, it appears that bullying complaints are ‘too hot to handle’ for HR practitioners given the risks to their relationships with managers.     

Can consumer complaints reduce product reliability? Should we worry?

We analyze a monopolist's pricing and product reliability decision in a model where consumers are entitled to product replacement if the product fails, but have heterogeneous costs of exercising this right. Our main result shows that, under some conditions, a decrease in consumers expected to claim cost leads to a decrease in product reliability but an increase in profit and welfare. This result is robust to a number of extensions. Our results are in line with anecdotal evidence suggesting that changes in consumers’ claiming cost can be induced by both third parties (governments, consumers’ organizations, private enterprises, etc.) and firms. More precisely, since, under some conditions, profit and welfare align, public initiatives oriented to lower consumers’ claiming cost will be ultimately joined by firms that benefit from further increases in complaints.     

Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis

Telehealth services provide a means of monitoring a patient’s vital signs through the use of equipment or mobile devices and have the potential to extend clinical outreach to more patients regardless of geographical locations. However, patient acceptance is essentially important for the success of telehealth implementations. Thus, it is of interest to evaluate patients’ attitudes and perceptions toward the use of telehealth services. This study combines service quality model and importance-performance analysis to evaluate telehealth services provided by a case hospital. The results show that six items belong to major weaknesses, which should be addressed immediately in order to reduce patients’ complaints. In contrast to major weaknesses, there are seven items classified as major strengths, which should be maintained to provide telehealth service excellence in order to establish better and longer relationships with patients in the long-term perspectives.     

酒店宾客投诉的原因及解决方法

文章对宾客投诉的原因和心理进行了研究,探讨了处理宾客投诉的原则及方法,并提出了预防和减少投诉的方法,以处理好客人的投诉,建立充分的预警机制。     

新信息技术下CRM的抱怨管理应用研究

文章讨论分析了CRM和抱怨管理之间的关系及抱怨管理对CRM的重要意义,将抱怨按照程度进行分级,结合计算机通讯和计算机数据库技术,给出了结合各种信息技术的集成的抱怨管理的技术体系框架,并提出了在CRM中按照等级区别处理顾客抱怨的一系列流程、方法。     

Quality in health care: possibilities and limitations of quantitative research instruments among health care users

Quality in health care has traditionally been dominated by medical profession, where patients’ opinions were labelled as lay evaluation. Patients’ views and opinions are important because they give us an insight into dimensions of quality that are not evaluated by medical profession and often seem to be more important. In health care quantitative methodology is often used to address these quality dimensions and introduce patients’ views and opinions. There are various benefits using quantitative research instruments, such as a detailed analysis of the importance of various quality dimensions for patients and an analysis of factors influencing patients’ satisfaction. On the other hand serious deficiencies can be tackled too, that are usually dealt with qualitative research instruments, because they go deeper into people’s motives and feelings. However, health care service is specific—it is very important to patients (health is one of the most important values), but their participation in health care service is rather low. They also don’t always say and do what they mean. In such a context combination of quantitative and qualitative research instrument does not give satisfactory answers. The importance of complaints is stressed and rewards for taking them seriously and acting upon them is discussed.     

浅议产品质量申诉的管辖界定问题

本文从对申诉概念的解析着手，对产品质量申诉的具体类型进行了详细区分，通过解析产品质量责任的内涵和外延，解答了产品质量申诉处理中的困惑。     

大型专病门诊护患纠纷的原因及防范措施

目的:探讨防范护患纠纷的的有效措施。方法:通过对门诊护士投诉原因的分析,针对现状给予的护理措施。结论:正确处理投诉,有力挽回医院声誉,提高护理人员专业技术水平等有效措施,改善护患关系,减少护理投诉和提高患者满意度。     

Co-determination and working time accounts in the German finance industry

This article examines the workings of co-determination in the German finance industry through two case studies examining the introduction of working time accounts. It is shown that the accounts posed important new challenges for employees and works councillors that represented variants of long-existing negotiations around working time issues. The problems were clear and similar in both cases, giving rise to complaints to councillors, though not to managers. Councillors’ responses differed in the two companies. In one, they successfully re-negotiated the agreement under which the accounts had been introduced. In the other, they did not succeed in doing so. The differences between the two representative bodies are analysed to reflect on a theory of employee representative influence.