(第 21 期)   第十一卷第一期   2016 年 12 月 29 日出刊

公共圖書館讀者服務館員遭遇問題讀者之情緒勞務研究

本文關鍵字:問題讀者讀者服務館員情緒勞務公共圖書館Problem patronChallenging patronPublic service librarianEmotional laborPublic library

本文摘要

公共圖書館的讀者服務館員係高情緒勞務工作者,館員的情緒勞務攸關圖書館的整體形象與服務品質。倘若遭遇問題讀者,則館員更需付出情緒勞務,可能使之產生情緒耗竭的現象。有鑑於此,本研究首先運用半結構式深度訪談法,探討讀者服務館員遭遇的問題讀者類型;之後,則奠基於訪談結果編製問卷,由情緒勞務層面切入,針對分佈於臺灣各縣市的公共圖書館讀者服務館員,進行研究,探討館員遭遇問題讀者之頻次、問題讀者對館員工作情緒的影響、館員處遇問題讀者之情緒勞務,以及遭遇問題讀者頻次、工作情緒、情緒勞務負荷與情緒耗竭之間是否有關聯性。限於期刊篇幅,本文僅呈現量化的問卷調查結果。

研究結果發現,館員處遇問題讀者之情緒勞務居高,而館員遭遇問題讀者的頻次、問題讀者對於館員工作情緒的影響、館員的情緒耗竭皆居中等程度。另外,遭遇問題讀者頻次對館員情緒耗竭程度具正向顯著影響力,問題讀者對館員工作情緒的影響則與館員情緒耗竭程度有正向顯著關係,而處理個人負面情緒構面會正向顯著影響館員之情緒耗竭程度,但表達個人正面情緒對情緒耗竭程度具有負向顯著的影響力。


For public service librarians, emotional labor refers to their devoting considerable effort to controlling their emotions in order to maintain the library image and provide patrons with satisfactory service. Librarians perform considerable emotional labor when encountering problem patrons while engaging in library tasks.
However, emotional labor endured for extended periods may cause librarians to experience emotional exhaustion, which further leads to negative conditions such as fatigue or losing emotional resources completely. By administering a questionnaire and using public service librarians as subjects, this study explored the concerns about problem patrons from the aspect of emotional labor. According to the results, librarians perform high levels of emotional labor when encountering problem patrons, whereas the frequency of their encountering problem patrons, the influence of problem patrons on their emotions, and the degree of emotional exhaustion are at moderate levels. Furthermore, the frequency of encountering problem patrons positively and noticeably influences the degree of emotional exhaustion. There is a positive correlation between the influence of problem patrons on the emotions and emotional exhaustion of librarians. In addition, controlling negative emotions positively influences emotional exhaustion among librarians, but expressing one’s positive emotions negatively influences the extent of emotional exhaustion.
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