›› 2014, Vol. 26 ›› Issue (8): 181-184.doi: 10.13998/j.cnki.issn1002-1248.2014.8.052
• Service management • Previous Articles Next Articles
WANG Hui-juan
CLC Number:
| 【1】 周璐.神秘顾客监测在服务质量管理中的应用.经济师,2013,(6):36-38. 【2】 Czopek,Vanessa.Using mystery shoppers to evaluate customer service in the public library.Public Liraries,1998:370-375. 【3】 Secret Shoppers in the Library..libraryassessment.org/bmdoc/Jones_Jennifer_2012.pdf. 【4】 A.Kathy Bradshaw,Kathryn M.Crowe. Shop Your Way to Service Excellence:Secret Shopping for Academic Libraries : Library Assessment Conference.Seattle,Washington,2012:1-22. 【5】 Welsh Library Service Mystery Shopper 2009Q1.. http://wales.gov.uk/topics/cultureandsport/museumsarchiveslibraries/cymal/researchandevidence/mysteryshopper/lang=en. 【6】 郎杰斌.空间体验——图书馆的核心价值之一.大学图书馆学报,2013,(2):42-45. 【7】 神秘访客..http://wenku.baidu.com/view/4b18069e51e79b8968022670.html. 【8】 詹姆斯-H-吉尔摩.体验经济.机械工业出版社,2012. 【9】 汪中求.细节决定成败.新华出版社,2007. 【10】 王燕平.苹果店:体验创造幸福.富基商业评论,2013,(2):99-102. |
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