作者：闫智勇;

机构：衢州学院图书馆;

中文关键词：图书馆危机;;六西格玛理论;;皮格马利翁效应;;服务质量管理;;馆员情绪管理

英文关键词：library crisis;Six sigma Theory(6σ);Pygmalion Effect;service quality control;librarian’emotion management

中文摘要：公共图书馆已进入一个危机渐增时期,而危机管理过程中,又存在诸多薄弱之处,特别是日常管理和馆员情绪管理,都缺少一种有效的改进方法。六西格玛是代表高质量水平的管理方法,可有效改善图书馆日常管理的业务流程、提高服务质量。而皮格马利翁效应,则十分有利于图书馆员的情绪管理。因此,引进六西格玛理论和皮格马利翁效应,旨在为图书馆危机管理注入新的管理方法,实现管理目标。

英文摘要：Public library has entered a period of increasing crisis,but there are many weaknesses in crisis management,especially in daily management and librarian' emotion management,wanting an effective ameliorative means.Six-sigma theory is a managing method of high quality,and it can be used to improve the process of operating in daily management for library and service quality.Pygmalion effect is propitious fully for librarian' emotion management.Therefore,Six sigma theory and Pygmalion effect are introduced into library to transfuse new managing methods and realize the managing aim.

[中文刊名]：图书与情报 [出版日期]：2009-10-15 [CN]：62-1026/G2 [ISSN]：1003-6938

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