我國公共圖書館讀者服務館員負面工作情緒之研究
Date Issued
2005-07-31
Date
2005-07-31
Author(s)
DOI
932413H002027
Abstract
Employing literature review and analysis,
questionnaires, and statistics analysis, the
researcher explored customer service librarians’
perceptions and causes of negative emotions in
the public library settings in Taiwan.
Research has documented that, in service
organization, effectiveness is thought to hinge partly on the emotions expressed by employees.
In librarianship, emotions also play an
important role in affecting librarian’s attitude to
patrons and in turn his/her job performance. A
single librarian may tint a patron’s image of a
library. Librarians are the library’s most
effective representatives. Patrons judge the
entire library by librarian’s actions. Thus,
librarians’ expression of emotions is one of the
key factors of good library service. Moreover,
research on feelings experienced and expressed
by organizational members emphasizes
emotions as indicators of well-bring and
happiness.
This paper addresses the following
research questions: (1) What are the types of
negative emotions experienced by customer
service librarians? (2) What are the causes of
negative emotions? (3) What factors affected
librarians’perceptions of negative emotions?
Subjects
Negative Emotion
Customer Service Librarian
Public Library
Emotional Labor
Publisher
臺北市：國立臺灣大學圖書資訊學系暨研究所
Type
report
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