图书馆是一个提供信息资源的服务性机构,图书馆服务工作的无形性、不可储藏性和提供与接受的同时性等特点造成在提供服务的过程中,即使是最优秀的馆员也不可避免地会出现服务失误,分析服务失误的原因,了解图书馆服务补救工作的内涵和意义,并采取积极主动的补救措施,是提高读者满意率,从而提高图书馆整体形象的重要手段。 Library is a service organization that provides information resources. The intangible, non-storage, and simultaneous availability of library services have caused the inevitable loss of even the best librarians in the process of providing services It is an important means to improve the satisfaction rate of the readers and improve the overall image of the library by analyzing the causes of the mistakes in service and understanding the connotation and significance of library service remediation and adopting proactive remedial measures.