中文摘要：

以网络环境下网络交互技术的使用为背景,对由此产生的网络交互能力构成维度进行分析,在总结国内外相关文献的基础上,构建理论模型,提出研究假设。通过对图书馆服务人员的调研获取数据,使用SPSS软件进行多元层次回归分析,探索服务人员网络交互能力的构成维度及其相互关系。研究结果表明,网络交互能力包括交互导向、IT技术能力、IT人员能力及服务人员网络交互运用能力等构成维度;其中,交互导向和网络IT能力（IT技术能力、IT人员能力）对服务人员网络交互运用能力均有正向影响,而且交互导向对网络IT能力与服务人员网络交互运用能力之间的影响还有正向的调节作用。研究目的旨在引起管理者对网络交互能力的重视,为企业或服务机构的营销管理提供理论指导,提高服务质量或服务对象的满意度。

英文摘要：

Taking the broad adoption of network interactive technology as the research background,this paper investigates the dimensions of network interactive capability,and proposes the theoretical model and hypotheses based on relevant literature.It explores the dimensions of network interactive technology and their relationships by collecting data from library service personnel and conducting multivariate hierarchical regression analysis in SPSS software.The results show that,network interactive capability is formed by interactive orientation,IT equipment capacity,IT personnel capacity,and the capacity of service personnel using network interactive technology;where,interactive orientation and network IT capacity（IT equipment capacity and IT personnel capacity）both have positive impact on the capacity of service personnel using network interactive technology.Furthermore,interactive orientation positively moderates the impact of network IT capacity on the capacity of service personnel using network interactive technology.The purpose of the paper is to stimulate the attention of managers on network interactive capability,to provide guidance of marketing management for firms or service institutes,and to improve service quality or client satisfaction.