讀者服務館員負面工作情緒之實證研究－以公共圖書館為例

An Empirical Study of Public Service Librarians' Perceptions and Causes of Negative Emotions in Taiwan's Public Libraries

10.6182/jlis.2010.8(1).059

陳書梅(Chen Su-May Sheih)

負面工作情緒 ； 讀者服務館員 ； 公共圖書館 ； Negative Emotion ； Public Service Librarian ； Public Library

圖書資訊學刊

8卷1期（2010 / 06 / 01）

59 - 96

繁體中文

處於公共圖書館第一線的讀者服務館員，其常須壓抑個人內心的情緒，以保持良好的態度來服務讀者，此種工作方式可能會造成館員出現沮喪、焦慮、憤怒等各種負面工作情緒，進而影響其工作表現與圖書館的服務品質。爰此，本研究運用開放式問卷調查法，進行臺灣地區公共圖書館讀者服務館員負面工作情緒之調查。研究結果顯示，填答館員之負面工作情緒可歸納為憤怒、焦慮與工作倦怠等三大類；而其成因則可歸納為讀者、圖書館工作本身、圖書館制度、上司、同事、屬下、資訊科技、其他單位、工作變動及其他因素等10項。最後，填答館員表示負面工作情緒會影響其身心健康、工作效能或服務態度、對工作的熱忱與信心，以及圖書館同事間之情誼等。此等問題於公共圖書館界亟思提升服務品質之際，自是值得吾人加以重視。

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. Librarians are the library's most effective representatives. Patrons judge the entire library by librarian's behaviors. Thus, librarians' expression of emotions is one of the key factors of library service. Moreover, research on feelings experienced and expressed by organizational members emphasizes emotions as indicators of wellbeing and happiness. Employing literature review and analysis, questionnaires, and statistics analysis, this study explored public service librarians' perceptions and causes of negative emotions in the public library settings in Taiwan.

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