题名

流通館員背景因素的個別差異對其情緒勞務影響之研究-以臺灣地區之大學圖書館為例

并列篇名

The Effect of Individual Differences on Emotional Labor Among University Circulation Librarians in Taiwan

作者

陳書梅(Chen Su-may Sheih)

关键词

情緒勞務 ; 流通館員 ; 大學圖書館 ; Emotional labor ; Circulation librarian ; University library

期刊名称

圖書資訊學研究

卷期/出版年月

6卷1期(2011 / 12 / 01)

页次

31 - 67

内容语文

繁體中文

中文摘要

圖書館屬服務業之一環,為提供讀者良好的服務品質,其第一線服務的流通館員常須壓抑真實的情緒感受,維持宜人的表情和態度,以應付讀者各色各樣的需求,此即所謂的「情緒勞務」。本文呈現量化之問卷調查結果,探究大學圖書館流通館員之個人背景因素,如年齡、性別、學歷、婚姻狀況、圖書館工作年資、部門職務年資、圖書資訊專業背景以及是否擔任主管職等對其情緒勞務之影響,期使大學圖書館組織深切瞭解流通館員在情緒勞務工作方面之個別差異,進而發展適切之組織情緒管理策略,以提升圖書館整體服務的品質。

主题分类 人文學 > 圖書資訊學
社會科學 > 傳播學
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被引用次数
  1. 陳書梅(2012)。流通館員情緒勞務與情緒耗竭之調查研究:以大學圖書館之刁難讀者服務為例。教育資料與圖書館學,50(1),5-39。
  2. 陳書梅(2016)。公共圖書館問題讀者行為類型之探索性研究。教育資料與圖書館學,53(3),311-344。
  3. 柯皓仁,李佳恩(2020)。圖書館Facebook匿名版「靠北圖書館」內容分析研究。教育資料與圖書館學,57(3),291-319。
  4. 賴昶丞,黃素惠(2019)。大學生職場情緒勞務知覺之調查研究。中華行政學報,24,23-39。
  5. 彭于萍(2015)。大學圖書館館員之情緒勞務與工作滿意之構面關係模式探析。臺大文史哲學報,104(1),89-118。
  6. (2016)。公共圖書館讀者服務館員遭遇問題讀者之情緒勞務研究。圖書資訊學研究,11(1),1-46。