信息处理、组织结构与服务绩效--个性化服务需求下的图书馆组织变革研究

摘要

信息处理的多元化需求给图书馆的发展带来了巨大压力。但已有文献一直关注如何通过增强信息处理技术提高服务绩效，却忽略了组织结构所起的基础性作用。为了揭示教学服务和参考咨询两项职能在信息处理上的差异，我们实证研究了这两组功能对信息搜集、信息理解、信息综合的影响。研究表明，在社会和技术环境不变的条件下，根据需求特征，以不同的组织形式提供信息处理服务，能明显地影响最终的服务绩效。%Diverse needs of information processing produced tremendous pressure on library.But researchers have been fo-cused on how to improve service performance by information processing technology, and ignored the basic role played by organiza-tional structure.In order to reveal the differences of information processing between various functions of library, this paper presents empirical study to reveal impact of teaching services and reference consultation function on information gathering, information under-stand and information integration.Research show that service performance can be improved significantly by different organization structures according to the demand characteristics if social and technical environment is under the same conditions.