(第 13 期)   第七卷第一期   2012 年 12 月 30 日出刊

流通館員面對刁難讀者之因應

An Exploratory Study on Coping Strategies of

本文關鍵字:刁難讀者、因應策略、情緒勞務、流通館員、大學圖書館 Difficult patron、 Coping strategy、 Emotional labor、Circulation librarian、University library

本文摘要

處於圖書館第一線服務之流通館員,在與刁難讀者應對時所
採用之因應策略,會影響圖書館組織的形象。而無論何種因應方
式,皆涉及館員個人情緒之控制與調整方面之情緒勞務。基此,
本研究嘗試自情緒勞務之觀點,運用半結構式深度訪談法,以臺
灣地區23 位大學圖書館之流通館員為研究對象,藉此探究館員
面對各種不同類型刁難讀者時之因應策略為何。期冀藉由本研究
結果,使大學圖書館組織了解流通館員與刁難讀者應對的狀況,
從而掌握其情緒勞務的內涵為何,繼而據以協助員工發展妥善之
情緒勞務管理策略,並增進流通館員的福祉,同時提升圖書館之
服務品質。
The coping strategies utilized by front-line serving circulation
librarians might positively or negatively affect the image of a certain library organization. And every tactic adopted is in fact integrated
with the manipulation and modification of the circulation librarian’s
emotional labor. Therefore, from the perspective on “emotional labor”,
this study attempts to employ semi-structured in-depth interviews
with 23 university circulation librarians in Taiwan, thereby analyzing
their coping strategies when encountering different types of difficult
patrons. In doing so, this study aims to better university library
administrators’ understanding of circulation librarians’ circumstance
of dealing with difficult patrons and of their emotional labor, thus
enhancing appropriate organizational strategies for emotional
management and overall quality of library service.

全文網址下載:http://lac3.glis.ntnu.edu.tw/vj-attachment/2013/02/attach89.pdf

 


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