Jiàoyù zīliào yǔ túshūguǎn xué (Mar 2008)
「服務科學」背景下圖書情報機構的服務創新 Applying “Service Science” to Service Innovation in Library and Information Institutions
Abstract
IBM所得出之SSME（Services Sciences, Management, and Engineering）實為圖書情報機構的創新服務。服務是一種創造與獲取價值的人與人之間的互動。服務科學與服務創新是兩個不同的概念，卻具有緊密的聯繫。服務科學包含了服務創新，而服務創新是「服務科學」的一個重要內容，也是實現「服務科學」的一個重要途徑。因此，在「服務科學」的背景下，傳統的服務創新方式已難以滿足用戶的需求。圖書情報機構要實現「以人為中心」，就要實現體驗型服務和專業化服務；而要實現「創造價值」，則需要實現創新型服務。最後，文章以上海圖書館為實例，對圖書情報機構實現服務創新進行了解釋說明。SSME (Service Sciences, Management, and Engineering), a concept created by IBM, is essentially the same as service innovation for library and information institutions. When service is provided, it brings interaction between people, in which value is created and acquired. “Service science” and “service innovation” are two different concepts, but are closely related to each other. Service science includes service innovation; on the other hand, service innovation is one of the important concepts of service science and it also is an important way of realizing service science. Under the notion of service science, the old methods of traditional service can no longer meet the needs of the user. Therefore, library and information institutions should provide experience service and professional service to realize the people-centered service and implement innovation service to create value. In the end of this paper, the example of Shanghai Library is given to illustrate the viewpoints of the authors.
