流通馆员背景因素的个别差异对其情绪劳务影响之-图书资讯学研究.PDFVIP

圖書資訊學研究6 ：1 (December 2011) ：31-67 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 The Effect of Individual Differences on Emotional Labor Among University Circulation Librarians in Taiwan 陳書梅 Chen Su-may Sheih 國立臺灣大學圖書資訊學系　教授 Professor Department of Library and Information Science National Taiwan University 【摘要Abstract 】 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。 As part of the service industry, libraries commit to providing high-quality public services. Therefore, the circulation librarians should manage their emotions and maintain a pleasant manner when accommodating readers’ needs. Such regulation of one’s emotions is called “emotional labor.” Using questionnaires, this paper assesses the 投稿日期：2011.1.28 ；接受日期：2011.8.1 email: 陳書梅synn@.tw 31 圖書資訊學研究6 ：1 (December 20 11) effects of circulation librarians’ backgrounds, including their gender, age, marital status, seniority in the library, seniority in responsible department, educational background, related professional training, and supervisorship, on their emotional labor. This study expects that university library directors or managers will endeavor to understand the emotional labor of circulation librarians and to formulate related strategies for emotional management, thus enhancing the overall quality of the library service. [ 關鍵字Keywords ] 情緒勞務 ；流通館員 ；大學圖書館 Emotional labor; Circulation librarian; University library 壹