我國圖書館館員負面工作情緒之質化研究

A Qualitative Study of Librarians' Negative Emotions in Taiwan

陳書梅(Su-May Sheih Chen)

《圖書資訊學刊》 1卷2期 (2003/09) Pp. 41-57

https://doi.org/10.6182/jlis.2003.1(2).041

摘要

情緒會影響個體之工作績效，亦會影響個體對他人之態度；對服務業而言，員工的工作情緒為服務品質之關鍵因素。就圖書館之資訊專業服務而言，其服務品質亦受到館員負面工作情緒狀態之影響，在圖書館界亟思提升服務品質，強調「顧客導向」、「服務導向」，追求卓越服務品質目標之際，館員負面工作情緒之議題，自是值得當前圖書館管理者重視。因此，對圖書館館員負面工作情緒之了解與研究實有其必要性，本研究即在瞭解我國圖書館組織中館員負面工作情緒之類型及其成因，並探討其對圖書館組織與館員之影響。

關鍵字

情緒 ； 負面情緒 ； 館員

並列摘要

Literature in emotional management has considered that emotions of employees may have important organizational implications. In librarianship, emotions also play an important role in affecting librarians' attitude to patrons and in turn his/her job performance. Yet the exploration of emotion has not been much studied in Taiwan's librarianship. Hence, the purpose of this study is trying to explore librarians' perception and causes of negative emotions in the library settings in Taiwan. The result indicates that librarians in Taiwan experience significant levels of negative emotions, and interpersonal relationship appears as one of the most important causes.

並列關鍵字

Emotion ； Negative emotion ； Librarian

參考文獻

Arnold, M. B.(1960).Emotion and Personality (Vol. 1).

Bryson, Jo(1990).Effective Library and Information Centre Management.

Cherniss, Cary(1980).Professional Burnout in Human Service Organizations.

Elliott, Jannean L.,Smith, Nathan M.(1984).Burnout: A Look at Coping with Stress.Special Library Media Quarterly.12

Erickson, Rebecca J.(2001).Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?.Social Psychology Quarterly.64(2)