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本文从读者需求、服务观念转变和馆员素质提高等方面论述了在新形势下如何提高读者服务质量,以及在服务过程中造成读者服务交往中矛盾冲突的原因,着重从馆员自身的主观原因上去分析矛盾的根源及避免冲突的途径。
This article discusses the reasons of how to improve the readers ’service quality under the new situation and cause conflicts and conflicts in the service communication between the readers and the readers from the aspects of the reader’s needs, the change of the service concept and the improvement of the librarians’ qualities. The reasons for the subjective reasons Go up to analyze the root causes of conflicts and ways to avoid conflicts.