大學圖書館使用者抱怨態度與行為

使用者經歷圖書館服務失誤後所致的批評與抱怨是改善讀者服務的直效處方，本文旨在探索大學圖書館使用者對於抱怨的態度，透過對20所大學六百位同學的問卷調查，運用描述與推論統計的分析與比較，探索學生使用者對圖書館服務感到不滿時傾向採取哪些行為，對於向圖書館提出抱怨及圖書館處理他們的抱怨的過程與結果的態度為何，並比較未曾經歷服務失誤、曾經歷服務失誤而不肯向圖書館提出抱怨以及曾經抱怨者的態度與後續行為差異，最後，剖析與比較使用者對圖書館與一般商業機構處理抱怨的整體觀感的評價差異。

關鍵字

使用者抱怨；不抱怨者；抱怨意圖；抱怨行為；抱怨態度

並列摘要

After experiencing library service failure, the user may directly or indirectly voice his/her complaint, which is the best prescription to improve library public services. The paper explores the academic librarians and users' attitudes towards complaints. Through surveying six hundred students from twenty universities and applying descriptive and inferential statistical techniques, the study investigates student users' complaint preference and behavior afterwards, and perception of complaint handling and outcome. The study reports and compares their attitudes and perspectives towards library complaints. It further examines the differences in attitudes and behavior intention among respondents who had prior experience in filing complaints at libraries, did not complain, and had no prior experience in service failure. An ultimate analysis was made to contrast the user's perception towards complaint handling of the library and of for-profit organization.

並列關鍵字

User Complaint ； Non-complainers ； Complaint Intention ； Complaint Behavior ； Complaining Attitudes

參考文獻

陳書梅(2011)。大學圖書館讀者負面情緒類型與成因之質化研究。圖書資訊學刊。9(1)，77-121。

曾淑賢(2006)。公共圖書館客戶抱怨之處理與客戶滿意之經營。臺北市立圖書館館訊。24(2)，19-44。

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Google Scholar

Bitner, M. J.,Booms, B. H.,Tetreault, M. S.(1990).The service encounter: Diagnosing favorable and unfavorable incidents.Journal of Marketing.54(1),71-84.