认知心理学视角的信息服务质量差距模型构建

摘要

Based on the review of the domestic and foreign literatures, this paper studies the information service quality prob- lems from the perspective of cognitive psychology in order to help the information organizations improve their information service efficiency and quality. The paper analyzes the relations between cognitive process and information service quality and the model of serv- ice gap, constructs the model of information service quality gap from the perspective of cognitive psychology ; summarizes the cau- ses of information service quality gap, and puts forward some pertinent countermeasures and suggestions.%以帮助信息机构提高信息服务效率与质量为目的,在回顾国内外文献的基础上提出从认知心理学的视角研究信息服务质量的问题;分析认知过程与信息服务质量关系、服务差距模型,构建认知心理学视角的信息服务质量差距模型;归纳信息服务质量差距的成因,并提出一些有针对性的对策与建议。