Title :
User Compatibility Management in Library Service Interaction
Author_Institution :
Wuhan Univ. of Technol. Libr., Wuhan, China
Abstract :
In order to improve library service and enhance users´ satisfaction, user compatibility is introduced in this paper. By analyzing reasons for the generating of user compatibility, and influence factors of user compatibility in library service interaction, user compatibility management can rationally solve the conflict among users. Theoretical analysis shows that it is necessary for the library to implement user compatibility management. This paper proposes that the library can act as ten roles in user compatibility management, and then presents user compatibility management measures which libraries should take. User compatibility management can effectively solve the problem that user satisfaction or dissatisfaction is influenced by other users. User compatibility management can enhance users´ satisfaction and loyalty with the library.
Keywords :
customer satisfaction; libraries; influence factors; library service interaction; user compatibility management; user dissatisfaction; user satisfaction; Atmosphere; Atmospheric measurements; Educational institutions; Interference; Libraries; Organizations; customer compatibility; service interaction; user compatibility; user compatibility management;
Conference_Titel :
Business Intelligence and Financial Engineering (BIFE), 2011 Fourth International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4577-1541-9
DOI :
10.1109/BIFE.2011.153