臺北市立圖書館

季刊第三十一卷四期 Quarterly Vol. 31, No.4
出刊日期：中華民國103年6月15日 Jun. 15, 2014

主題：公共圖書館與顧客管理Public Library and Customer Management

封面說明 Cover Story
公共圖書館是服務導向的機構，以滿足使用者的需求為己任，透過顧客管理提供不同客群讀者適宜的服務，增加顧客滿意度與忠誠度，達成提升圖書館服務品質與增強公共關係之目標。
For being a service-oriented organization that meeting the users’ needs would be the most importment responsbility for public library.Providing different customer group appropriate service through customer management could increase customer satisfaction and loyalty. Moreover customer management could achieve public library goal of improving and enhancing service quality.

專題論述 ARTICLES

從顧客關係管理探討公共圖書館高齡顧客服務
Exploring Elderly Customer Services of Public Libraries: the Customer Relationship Management Perspective
王美玉
Mei-Yu Wang

公共圖書館顧客關係管理之分析─五都公共圖書館之個案研究
A Study on Customer Relationship of Public Libraries- The Case Study of 5 Taiwan Special Municipalities
董國昌
Kuo-Chang Tung

公共圖書館的創新服務要角─館員與數位內容策展
Key Players of Innovative Services in Public Libraries–Librarian and Digital Content Curation
阮明淑
Ming-Shu Yuan

特載 SPECIAL COLUMN

卡內基圖書館的歷史意涵
The Historical Meaning of Carnegie Libraries
林慶弧
Ching-Hu Lin