(第 7 期)   第四卷第一期   2009 年 12 月 1 日出刊

刁難讀者類型之質化研究──以大學圖書館為例

本文關鍵字:刁難讀者流通館員大學圖書館流通服務;讀者服務 Difficult patronCirculation librarianUniversity libraryCirculation servicePublic service

本文摘要

「刁難」常使人聯想到麻煩、難以溝通,服務此類型之讀
者,對館員而言頗具壓力。而流通館員乃是圖書館組織中的第一
線人員,其接觸刁難讀者之機會較其他部門為高,然對於流通館
員面對刁難讀者之相關研究卻較為缺乏。爰此,本研究採取質化
研究取向,針對臺灣地區大學圖書館之23位流通館員,進行半結
構式深度訪談,以瞭解受訪館員所遭遇之刁難讀者的類型與行為
特徵為何,繼而就研究結果分析刁難讀者之成因,最後提出面對
刁難讀者之服務策略,藉供圖書館界同道參考。

The phrase “difficult patron” is often associated with troubles
and habitually abnormal behavior from patrons. From the viewpoint
of organization, the existence of difficult patrons might signal
dissatisfaction with services, collections, facilities, or with specific
individual librarians. But difficult patron’s complaints may also be
regarded as valuable opportunities to improve customer service and
satisfaction. Hence, for the circulation librarians, learning how to
interact with difficult patrons is quite important. This article reports
findings from a qualitative study which investigated types and behavioral characteristics of difficult patrons in university libraries in
Taiwan. Semi-structured interviewing method was used to investigate
23 circulation librarians’ experiences with difficult patrons. Based on
the findings, this article discusses why some patrons are difficult as
well as service strategies for dealing with difficult patrons in university
libraries.

全文下載網址:http://lac3.glis.ntnu.edu.tw/vj-attachment/2010/03/attach49.pdf


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