2004-08-012024-05-18https://scholars.lib.ntu.edu.tw/handle/123456789/711979摘要：員工情緒對組織效能的影響，在企業管理領域已有相當多的研究發現。在任何服務顧客的過程中，員工良好的態度與行為是顧客滿意的關鍵因素，因此，各企業組織多會要求員工控制自己的情緒，亦即員工必須表現愉悅的情緒，壓抑負面情緒。圖書館是一個服務性質的組織，負責讀者服務的館員其工作性質與企業員工之服務顧客，本質上並無太大的差異，館員的情緒狀況也是影響圖書館服務績效的重要因素。尤其公共圖書館的服務對象為一般社會大眾，不同的職業、教育程度、年齡等各階層皆有，對公共圖書館館員而言，其日常的讀者接觸及人際互動較諸其他類型的圖書館更為複雜，因此，對於情緒管理必然有迫切的需求。 情緒為個體生理與心理不平衡的狀態，其類型可粗分為正向積極的情緒(positive emotion)，如喜愛、愉快、開心和興奮等，和負向消極的情緒(negative emotion)，如抑鬱、憤怒、緊張、焦慮和恐懼等兩種。若長期壓抑負面情緒，又缺乏適合的宣洩管道，除了攸關個體的身心健康之外，亦會影響個人的工作、人際關係、日常生活的適應；對組織而言，員工的情緒變化更是與組織整體的工作績效息息相關。是故負面情緒所帶給組織與個人的影響，皆不容忽<br> Abstract: Emotional management of employees has been much studied in a variety of working settings over the past decade. Literature in emotional management has considered that emotions of employees may have important organizational implications. Research has documented that, in service organization, effectiveness is thought to hinge partly on the emotions expressed by employees. The expression of emotions by organizational members may have a positive or a negative influence on organizational performance. Service employees are key participants in any service transaction. Interpersonal attraction affects selling effectiveness. The display of good cheer and appropriate feelings influences consumer’s behavior and the resultant organizational profits. Service employees can be important to promoting organizational goals. The case in service organization is also true in library settings. 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 representative. Patrons judge the entire library by librarian’s actions. A cheerful greeting, followed by courteous, attentive treatment , would give patrons the first, good image of the library. The display of friendliness and good cheer are expected in the process of provision of service. 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. Emotions are self-referential ineffable feelings. Emotion provides a communication channel between the world and its moments and our assessments of just how we are gearing in and out of this perceptual world. Emotions can be arrayed on a continuum ranging from positive, through neutral, to negative. Expression of positive affect includes smiling and enthusiasm. Negative affect includes frowning and disgust. Emotion itself is neither right nor wrong. However, whenever conveying positive emotions and hiding negative feelings is a must of a work role, it might cause evil effect to individuals. Hochschild argue that , in the short-term, the strain of emotional labor can cause a loss of emotional control. In the long-term, Hochschild contended, the constant pressure of emotional labor may lead to drug use, excessive drinking, headaches, absenteeism, and sexual dysfunction. Emotional management might be most prevalent for customer service librarians’ organizational life, where face-to-face contacts with patrons dominate their workday. Research of American librarianship indicates the significant levels of job stress and negative emotions existed among reference librarians. Yet the exploration of emotion has not been much studied in Taiwan’s librarianship. Hence, the purpose of this study is trying to explore customer servi情緒情緒勞務情緒管理公共圖書館館員讀者服務Negative EmotionEmotional LaborPublic LibrarianCustomer Service