高校图书馆读者服务“零投诉”管理研究

摘要

通过对读者投诉问题的分析,提出高校图书馆实施读者服务＂零投诉＂管理的措施,以实现图书馆社会效益最大化。%With analysing the problems of readers＇ appeal, this paper puts forward ＂zero complaint＂management measures of university library readers services to realize the aim of the library social benefit maximizalion.