?????????????

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5
???????

• ???????(Astin)??????????????????????????(talent
  development)?????????
• ???????????????????????????(1996),???????????????
  ?????????????????
• ??????????????????????????????????????,???????????
  ????????????
• ??????????????????????????????,???????????????????
  ??(?????,???????,1990.6)

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• ?????????????????????????????????

7
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• ????????????????????,??
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• ???????
• ????.

Distance Learning Guidances (http//www.qaa.ac.uk/
public/dlg/contents.htm)
8
?????????????

• 1998?,???????????30??????130???????????NCE(Network
  of Centers of Excellence),?????????????,?????????
  ?????????????????

Virtual-U Results and Challenges of Unique
Field Trials
9
????????????

• 2001?3?1?,????????(The National Education
  Association NEA)?Blackboard???????????????????
  ?????24??????institutional

????
????
??????
????
????
?????
?/???
????
NEA and Blackboard Inc. Study Finds 24 Measures
of Quality in Internet-Based Distance Learning
10
?????????????

• ??ISO90002000,?????????,???????????????????(2.4.3
  )???????????????????????????????????(2.1.1)???,???
  ????????????????????????????????
• ??,???????????????????????????????????????????????
  ???

???????
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????
11
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• ???????????????????????????,??????????????????????
  ????
• ????????????????????????????,?????????????????????
  ??????,????????????????????????

12
??????????????

• Kevin Hoffman?1999?10?9???????????????????????????
  ???????????????,????????? ServQual
  ??????????????????
• Supporting Online Education An Examination of
  Service Quality Faculty Attitudes in Online
  Education

13
??????????????

• ??ACRL(Association of College and Research
  Libraries)??2000??????????????????,???????????????
  ?????????
• Guidelines for Distance Learning Library Services
  

14
?????????? ????????????

• ??ISO9000?????,??????????????????,??ISO9000(1994)?
  ??ISO9001????????????????????????????ISO9002????
  ??????????????????
• ??ISO9000(2000)??????????????????,????????????????
  ???????????,?????????????????????,????????????????
  ??????????,??????????????????,????????????????????
  ??????,??????????????????????????????????????

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???
????????
??????(??) http//www.celtsc.edu.cn
17
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18
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??????????????ISO9000

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• ??ISO9000??????????????????

27
??ISO9000???????????????

• ISO 9000??????????????????????????????????????????
  ,????80???????????,?????????????????,?????
  ISO9000???
• ISO9000??????????????????????
• ??ISO9000???????????????????????????????

Distance Education Quality Assurance (DEQA)
(http//www.academyweb.com/deqa.htm )
28
??ISO9000???????????????

• ???????????????????????
• ?????????????????
• ?????????????????
• ?????????????

29
??ISO9000?????????????????

• ???
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30
??ISO9000????????????????

• ????????????????????????,????,???????,??????????
• ???????????,????????????????????????????????????
• ??ISO9000,????????????????????????????????????
  ??????

31
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32
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35
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36
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37
??!
38
Supporting Online Education An Examination of
Service Quality Faculty Attitudes in Online
Education

• Background Introduction
• Service Quality (Berry, Parasuraman, Zeithaml)
• Some Practical Uses of the Service Quality
  Measure
• Instructional Design Course Development Service
  Quality Survey
• Reliability Analysis Subscales Overall Scale
• Convergent Validity Overall Scale
• Predictive Validity Overall Scale
• Survey Results Summary
• http//www.aln.org/alnconf99/presentations/convert
  edfiles/36/

39
Guidelines for Distance Learning Library Services

• Definitions
• Philosophy
• Management
• Finances
• Personnel
• Facilities

• Resources
• Services
• Documentation
• Library Education
• Revising the "Guidelines"

40
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