臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：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
書刊名：圖書資訊學研究
作者：陳書梅 引用關係
作者(外文)：Sheih Chen, Su-may
出版日期：2011
卷期：6:1
頁次：頁31-67
主題關鍵詞：情緒勞務；流通館員；大學圖書館；Emotional labor；Circulation librarian；University library
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(6) 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:121
  • 點閱點閱:69
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 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.
期刊論文
1.Chattoo, C. D.(2002)。The problem patron: Is there one in your library?。The Reference Librarian，36(75/76)，11-22。  new window
2.陳書梅(20040300)。館員工作壓力因應行為研究--以我國公立大學暨學院圖書館為例。圖書資訊學刊，1(4)，37-57。new window  延伸查詢new window
3.林尚平、張淑慧(19980100)。情緒勞務與組織人力發展之關係。人力發展，48，43-50。  延伸查詢new window
4.Ostler, Larry J.、Oon, Jin Teik(1989)。Stress Analysis: A Case Study。College and Research Library News，50(7)，587-590。  new window
5.Johnson, Hazel-Anne M.、Spector, Paul E.(2007)。Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process?。Journal of Occupational Health Psychology，12(4)，319-333。  new window
6.Martínez-Iñigo, D.、Totterdell, P.、Alcover, C. M.、Holman, D.(2007)。Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms。Work & Stress，21(1)，30-47。  new window
7.Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review，18(1)，88-115。  new window
8.Harwell, Kevin(2008)。Burnout strategies for librarians。Journal of Business and Finance Librarianship，13(3)，379-390。  new window
9.Näring, G.、Briët, M.、Brouwers, A.(2006)。Beyond demand-control: Emotional labour and symptoms of burnout in teachers。Work & Stress，20(4)，303-315。  new window
10.Markus, Hazel Rose、Kitayama, Shinobu(1991)。Cultural and the Self: Implications for Cognition, Emotion, and Motivation。Psychological Review，98(2)，224-253。  new window
11.Zapf, D.、Seifert, C.、Schmutte, B.、Mertini, H.、Holz, M.(2001)。Emotion work and job stressors and their effects on burnout。Psychology & Health，16(5)，527-545。  new window
12.Maslach, C.、Jackson, S. E.(1985)。The role of sex and family variables in burnout。Sex Roles，12(7/8)，837-851。  new window
13.Shuman, B. A.(1989)。Problem patrons in libraries: A review article。Library and Archival Security，9(2)，3-19。  new window
14.Grandey, Alicia A.(2000)。Emotional Regulation in the Workplace: A New Way to Conceptualize Emotional Labor。Journal of Occupational Health Psychology，5(1)，95-110。  new window
15.Simon, R. W.、Nath, L. E.(2004)。Gender and emotion in the United States: Do men and women differ in self-reports of feelings and expressive behavior?。American Journal of Sociology，109，1137-1176。  new window
16.Brotheridge, Céleste M.、Grandey, Alicia A.(2002)。Emotional Labor and Burnout: Comparing Two Perspectives of "People Work"。Journal of Vocational Behavior，60(1)，17-39。  new window
17.Mann, S.、Cowburn, J.(2005)。Emotional labour and stress within mental health nursing。Journal of Psychiatric and Mental Health Nursing，12(2)，154-162。  new window
18.Morris, J. Andrew、Feldman, Daniel C.(1997)。Managing emotions in the workplace。Journal of Managerial Issues，9(3)，257-274。  new window
19.Pugliesi, K.(1999)。The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being。Motivation and Emotion，23(2)，125-154。  new window
20.Schaubroeck, John、Jones, James R.(2000)。Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms。Journal of Organizational Behavior，21(2)，163-183。  new window
21.陳書梅(20040600)。個人背景因素對館員工作壓力認知影響之研究--以臺灣地區公立大學暨學院圖書館為例。圖書資訊學刊，2(1)，49-62。new window  延伸查詢new window
22.林尚平(20000900)。組織情緒勞務負擔量表之發展。中山管理評論，8(3)，427-447。new window  延伸查詢new window
23.Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review，21(4)，986-1010。  new window
24.陳書梅(20091200)。刁難讀者類型之質化研究--以大學圖書館為例。圖書資訊學研究，4(1)，99-132。new window  延伸查詢new window
25.陳書梅(20020300)。參考館員負面工作情緒管理--從圖書館組織層面探討。大學圖書館，6(1)，46-70。new window  延伸查詢new window
26.Chau, S. L.、Dahling, J. J.、Levy, P. E.、Diefendorff, J. M.(2009)。A predictive study of emotional labor and turnover。Journal of Organizational Behavior，30(8)，1151-1163。  new window
27.Blessinger, K. D.(2002)。Problem patrons: All shapes and size。The Reference Librarian，36(75/76)，3-10。  new window
28.Chelton, M. K.(2002)。The “problem patron” public libraries created。The Reference Librarian，36(75/76)，23-32。  new window
29.Chen, L.-H.、Lin, S.-P.(2009)。Reducing service agents’ emotional labor by emotion-focused human resource management practices。Social Behavior and Personality，37，335-342。  new window
30.Cheung, F. Y.-L.、Tang, C. S.-K.(2009a)。The influence of emotional intelligence and affectivity on emotional labor strategies at work。Journal of Individual Differences，30，75-86。  new window
31.Cheung, F. Y.-L.、Tang, C. S.-K.(2009b)。Quality of work life as a mediator between emotional labor and work family interference。Journal of Business and Psychology，24，245-255。  new window
32.Diefendorff, J. M.、Richard, E. M.、Croyle, M. H.(2006)。Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions。Journal of Occupational and Organizational Psychology，79，273-298。  new window
33.Duke, A. B.、Goodman, J. M.、Treadway, D. C.、Breland, J. W.(2009)。Perceived organizational support as a moderator of emotional labor/outcomes relationships。Journal of Applied Social Psychology，39，1013-1034。  new window
34.Erickson, R. J.、Ritter, C.(2001)。Emotional labor, burnout, and inauthenticity: Does gender matter?。Social Psychology Quarterly，64，146-163。  new window
35.Grandey, A. A.、Kern, J. H.、Frone, M. R.(2007)。Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor。Journal of Occupational Health Psychology，12，63-79。  new window
36.Kaliterna Lipovčan, L.、Prizmić, Z.、Franc, R.(2009)。Age and gender differences in affect regulation strategies。Društvena istraživanja，18，1075-1088。  new window
37.Simmonds, P. L.、Ingold, J. L.(2002)。The difficult patron in the academic library: Problem issue or problems patrons?。The Reference Librarians，36(75/76)，55-66。  new window
38.Zammuner, V. L.、Galli, C.(2005)。Wellbeing: Causes and consequences of emotion regulation in work settings。International Review of Psychiatry，17，355-364。  new window
學位論文
1.鄔佩君(2003)。第一線服務人員之情緒勞動的影響因素與其結果之關係：以銀行行員為例(碩士論文)。國立政治大學。  延伸查詢new window
2.吳宗祐(2003)。工作中的情緒勞動：概念發展、相關變項分析、心理歷程議題探討(博士論文)。國立臺灣大學。new window  延伸查詢new window
3.Adelmann, P. K.(1989)。Emotional labor and employee well-being(博士論文)。University of Michigan，Ann Arbor, MI。  new window
4.王健如(2002)。國立大學圖書館專業館員性別角色與地位之研究(碩士論文)。國立臺灣大學。  延伸查詢new window
5.邱如玫(2008)。空服員情緒勞務與情緒耗竭關係之研究(碩士論文)。南台科技大學。  延伸查詢new window
6.張乃文(2005)。臺北縣國小教育人員情緒勞務負荷與工作倦怠關係之研究(碩士論文)。輔仁大學，新北市。  延伸查詢new window
7.張如意(2005)。情緒勞務、調適策略、組織因素與情緒耗竭之相關性研究：以百貨公司之櫃臺人員為例(碩士論文)。國立中正大學。  延伸查詢new window
8.黃秋萍(2005)。內部行銷、勞資關係氣氛對組織承諾、情緒勞動與顧客導向行為之關聯性研究(碩士論文)。南華大學。  延伸查詢new window
9.羅人林(2004)。中小型醫院員工情緒勞務負荷與顧客導向行為關係之研究--以自我監控、內部行銷為干擾變項空(碩士論文)。國立中山大學。  延伸查詢new window
圖書
1.Oxman, M.(2006)。The how to easily handle difficult people handbook: Everything problempeople don’t want you to know。Naperville, IL：Sourcebooks。  new window
2.Smith, Kitty(1994)。Serving the Difficult Customer: A How-to-do-it Manual for Library Staff。New York：Neal-Schuman。  new window
3.Stanton, William J.、Etzel, Michael J.、Walker, Bruce J.(1991)。Fundamentals of Marketing。New York, NY：McGraw-Hill。  new window
4.Dessler, G.(1997)。Human Resource Management。New Jersey。  new window
5.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
6.Bramson, R. M.、張彤(2002)。如何搞定恐龍和犀牛。臺北縣：世茂。  延伸查詢new window
7.Dessler, G.(2000)。Human resource management。NJ：Prentice-Hall。  new window
8.Keating, C. J.(1984)。Dealing with diffcult people。Mahwah, NJ：Paulist。  new window
9.Tschan, F.、Rochat, S.、Zapf, D.(2005)。It’s not only clients: Studying emotion work with clients and co-workers with an event-sampling approach。Journal of Occupational and Organizational Psychology。  new window
圖書論文
1.Hochschild, A. R.(1975)。The sociology of feeling and emotion: Selected possibilities。Another voice: Feminist perspectives on social life and social science。New York：Octagon books。  new window
2.Hochschild, A. R.(1981)。Attending to, codifying, and managing feelings: Sex differences in love。Feminist frontiers: Rethinking sex, gender, and society. Reading。MA：Addison-Wesley。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：1330（臺灣：1311，外國：19） ／ 本年度總使用人次：1827278 ／ 訪客人次（自102年09月）：67636622
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上