摘要
博物馆公众服务对博物馆发挥好科学普及服务职能作用具有重要意义,接触点在服务场景中连接了观众与博物馆并在一定程度上决定了观众对博物馆公众服务是否满意。因此,在每一个接触点上做好服务,在服务的过程中寻找到关键接触点,在关键点上对博物馆的服务进行优化和再设计,使博物馆参观观众的满意度产生大幅度提高,以达到提高公众服务质量和水平的效果。
Museum services for the public play an important role in museums’ popularisation of science. Visitors’ level of satisfaction with museum services is to a certain extent dependent on museums’ touch points that connect visitors to a museum in service scenarios. Therefore, it is necessary to well serve visitors at every single touch point, to identify key touch points in the course of service, and to optimize and redesign museum services at the key points. All these efforts would considerably improve museum visitors’ level of satisfaction and thus make high-level visitor services possible.
出处
《艺术博物馆》
2022年第2期106-111,共6页
Art Museum Magazine
