用户导向服务制度对图书馆员敬业度的影响研究

发布时间：2018-07-28 08:48

【摘要】：服务制度是控制服务质量的基本工具,以用户为中心建设服务制度已成为新时期图书馆提升服务质量和服务价值的关键,然而一些图书馆管理者对此仍存在顾虑,担心用户导向的服务制度会伤害馆员工作积极性。那么,用户导向服务制度是否会伤害图书馆员的工作积极性?为回答这一问题,本文对用户导向服务制度与馆员敬业度之间的关系展开实证研究。通过对来自28个城市的241名馆员进行问卷调查,以及对数据的因子分析、回归分析,研究发现用户导向服务制度具有五个维度,即效能、导向、外化、内化、支持;而且用户导向服务制度不但不会导致馆员敬业度降低,反而会提高馆员敬业度。研究同时发现,用户导向服务制度的五个维度对馆员敬业度各维度均有不同程度的影响,服务制度用户导向状况对馆员敬业度三维度中的馆员工作活力影响最大。基于此,论文进一步提出用户导向图书馆服务制度的建设思路。
[Abstract]:The service system is the basic tool to control the service quality. The user-centered service system has become the key to improve the service quality and service value of the library in the new period. However, some library managers still have concerns about it. Worried that the user-oriented service system will harm the enthusiasm of librarians. So, will the user-oriented service system harm the librarian's enthusiasm for work? In order to answer this question, this paper conducts an empirical study on the relationship between user oriented service system and librarian engagement. Through the questionnaire survey of 241 librarians from 28 cities and the factor analysis and regression analysis of the data, it is found that the user-oriented service system has five dimensions, namely, efficiency, orientation, externalization, internalization and support. Moreover, the user-oriented service system will not reduce the librarian engagement, but will improve the librarian engagement. At the same time, it is found that the five dimensions of user-oriented service system have different effects on the librarians' engagement, and the user-oriented status of the service system has the greatest influence on the librarian's work vitality in the three-dimensional degree of librarian engagement. Based on this, the paper further puts forward the construction of user-oriented library service system.
【作者单位】：四川大学公共管理学院;
【基金】：教育部人文社科基金项目“项目情境下社会科学信息查寻行为研究”(13XJA870001) 中央高校基金学科前沿与交叉创新重点项目“E-Social Science:需求基础与信息架构”(SKQY201508)的研究成果之一
【分类号】：G252

【相似文献】