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題名：大學圖書館讀者負面情緒類型與成因之質化研究
書刊名：圖書資訊學刊
作者：陳書梅 引用關係
作者(外文)：Sheih Chen, Su-may
出版日期：2011
卷期：9:1
頁次：頁77-121
主題關鍵詞：負面情緒；讀者研究；大學圖書館；讀者服務；Negative emotion；Reader study；University library；Public service
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:45
  • 點閱點閱:101
讀者的情緒與感覺影響其對圖書館服務品質的評價，且負面情緒較正面情緒更具影響力。因此，圖書館組織須重視與了解讀者之負面情緒的類型與成因。本研究以半結構式深度訪談法，進行大學圖書館中讀者負面情緒經驗之調查，總計訪談 32位大學圖書館使用者，並將受訪者在使用圖書館的過程中所產生之負面情緒歸納為憤怒、焦慮、驚恐、挫折感、無助感、難過、羞愧感等七類，而其成因則包含規定制度／管理、其他讀者、設備、環境／空間規劃、圖書館工作人員、館藏、資訊科技／軟體等七類。
Readers’ evaluation of library service depends much on their emotional feelings towards library usage, in particular negative ones. The current study investigates the causes and categories of readers’ negative feelings in library usage. Thirty-two readers were interviewed for their experiences of negative feelings in library, which were then categorized into the following seven types: anger, anxiety, alarm, frustration, helplessness, sadness, and shame. In addition, readers’ negative feelings in library were found to result from libraries’ regulations/management, other readers, facilities, environment/ space, library staff, collection, and information technology/software.
期刊論文
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24.Wu, Hanhua(2007)。公共圖書館焦慮的調查研究。圖書情報知識，5，50-55。  延伸查詢new window
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38.Karim, N. H. A.、Ansari, N. A.(2010)。A cross-cultural evaluation of Bostick's (1992) Library Anxiety Scale: Investigating the scale's psychometric properties in a Malaysian university library environment。Malaysian Journal of Library & Information Science，15(1)，115-134。  new window
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會議論文
1.Lin, Miao-que、Huang, Lishia、Chiang, Yi-Fang、Cao, Yi-Cheng(2006)。服務人員情緒外顯對顧客情緒、顧客滿意度及顧客忠誠度影響之研究--以性別角色與人格特質為干擾變數。臺北市。1-36。  延伸查詢new window
學位論文
1.Bostick, Sharon Lee(1992)。The Development and Validation of the Library Anxiety Scale(博士論文)。Wayne State University。  new window
2.黃于倩(2007)。大學圖書館使用者產生圖書館焦慮之研究--以中興大學學生為例(碩士論文)。國立中興大學。  延伸查詢new window
3.陳韋涵(2004)。大學圖書館問題讀者之研究(碩士論文)。國立臺灣大學。  延伸查詢new window
4.何怡臻(2008)。大學生圖書館焦慮情形與電腦態度之關係--以輔仁大學大學部學生為例(碩士論文)。輔仁大學。  延伸查詢new window
5.張慧瑾(2006)。實證醫學教育與文獻搜尋焦慮、圖書館焦慮、統計焦慮、寫作焦慮之關聯性探討(碩士論文)。臺灣大學。  延伸查詢new window
6.Guo, Mei-Lan(2002)。讀者對國立臺灣師範大學圖書館行銷滿意度之調查研究。國立臺灣師範大學，臺北市。  延伸查詢new window
7.Cheng, Chin-Hsin(1995)。公共圖書館使用者焦慮相關因素之研究--以台北市立圖書館為例。輔仁大學，臺北縣。  延伸查詢new window
圖書
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13.Arkoff, A.、Wang, Zhong-He、Li, Qin-Chuan、Yang, Qi(1968)。適應與心理衛生。臺北市。  延伸查詢new window
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其他
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2.Merriam-Webster Online Dictionary Fright(2011)。Fright，http://www.merriam-webster.com/dictionary/fright， 20110419。  new window
圖書論文
1.Fisher, K. E.、Landry, C. F.(2007)。Understanding the information behavior of stay-at-home mothers through affect。Information and emotion: The emergent affective paradigm in information behavior research and theory。Medford, NJ：Information Today。  new window
 
 
 
 
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