| 连丽艳 张 静.实施科技查新服务质量管理初探[J].中国科技资源导刊,2018,(3):102~109 |
| 实施科技查新服务质量管理初探 |
| Preliminary Study On the Implementation of Scientific and Technical NoveltySearch Service Quality Management |
| 投稿时间：2017-11-24 |
| DOI： |
| 中文关键词: 服务接触；交互模型；科技查新；服务质量；质量管理 |
| 英文关键词: service encounter, interaction model, scientific and technical novelty search, service quality,
management |
| 基金项目:辽宁省科协科技思想库基金项目“辽宁省科技信息服务业战略研究”（LNKX2015110）。 |
| 作者 | 单位 | | 连丽艳 张 静 | （辽宁省科学技术情报研究所，辽宁沈阳 110168） |
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| 中文摘要: |
| 首先在阐述服务接触概念的基础上，分析科技查新服务质量内涵，研究服务接触对查新服务质量的影响。
其次，分析查新机构、查新人员、委托人员三大服务接触要素，建立查新服务接触的交互模型，研究三要素之间的互
动关系。然后在此基础上，分析查新的服务接触现象及其存在的问题。最后从抓好关键时刻的服务、树立查新机构优
良的服务形象、提高查新人员的素质、加强对委托人员的引导等视角提出提高科技查新服务质量的管理策略。 |
| 英文摘要: |
| This paper introduces the concept of service encounter, analyzes the implication of the scientific and
technical novelty search service quality, and studies the influence of service encounter on the service quality.
On the basis of analyzing the three service elements of novelty search institutions, novelty search personnel
and entrustment personnel, the interaction relationship between the three elements is presented through
establishing a service interaction model. The service encounter phenomenon of scientific and technical novelty
search is analyzed and the existing problems are explored, and finally the management strategy of scientific and
technical novelty search service quality is discussed from making great efforts to the truth of moment, setting
up good service image of novelty search institutions, improving the service quality of novelty search personnel,
and strengthening the guidance of entrusted personnel in it. |
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