創新‧活力‧大躍進中的高雄市立圖書館之內部顧客經營

近幾年，臺灣閱讀人口嚴重流失，已影響到國家的競爭力，更使公共圖書館面對存在價值的危機中，現已無可避免須尋求轉型、重新定位，並與民眾建立新關係，找回流失的閱讀群眾。而高雄市立圖書館（以下簡稱高市圖）在這二年的變革與創新中，推展多元閱讀活動與服務，使用人次大幅成長，已帶動城市閱讀風氣，並深化閱讀成為提升人文素養的重要管道；在服務質量不斷提升下，卻也帶給原已人力不足的高市圖極大的衝擊與挑戰，在借鏡企業管理中「內部行銷」理論與激勵員工成就優質企業的實例，高市圖重視內部顧客的經營，對內凝聚共識與組織承諾，對外使員工具備顧客服務意識及服務熱忱，提供優質服務予顧客，透過員工滿意（Employee Satisfaction）從而達成顧客滿意（Customer Satisfaction），並建立高績效團隊（High-performance Teams），進而全面提升服務團隊的整體績效。

關鍵字

公共圖書館；內部行銷；內部顧客；員工滿意；高績效團隊

並列摘要

During these years, serious reading population drain of Taiwan has influenced the competitive power of the whole country and put the public libraries in the crisis of facing the existing value. Now its inevitable for the public libraries to seek for shifting models, reposition and build new relation with the public to make the diminishing reading public flow back. During recent reforming and innovating two years, via promoting multiple reading activities and services, utilizing population of Kaohsiung Public Library has been growing greatly. Thus the urban reading habit has been spurred and reading behavior deepen to be an important path for promoting humanity cultivation. With continuing promoting in quantity and quality services, Kaohsiung Public Library with its original manpower shortage faces both enormous impact and challenge. By learning the lessons from the examples of ”Internal marketing” theory and encouraging employee's achievement of high-quality business, Kaohsiung Public Library emphasize the administration of internal customers. We condense consensus and organization commitment inward and qualify employees with service sense and enthusiasm for customers outward to provide high-quality service. Via employee satisfaction, we obtain customer satisfaction, build high performance teams and then promote the overall performance of service team.