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題名：大學圖書館流通館員因應攻擊性讀者之服務策略研究：從情緒勞務的層面探討
書刊名：教育資料與圖書館學
作者：陳書梅 引用關係
作者(外文)：Sheih Chen, Su-may
出版日期：2013
卷期：50:4
頁次：頁461-489
主題關鍵詞：攻擊型讀者；服務策略；情緒勞務；流通館員；大學圖書館；Aggressive patron；Service strategy；Emotional labor；Circulation librarian；University library
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(2) 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:1
  • 共同引用共同引用:209
  • 點閱點閱:153
當流通館員遭遇攻擊型讀者時，由於其行為具攻擊性，常令館員窮於應對。然而，為維護圖書館服務品質，館員往往必須付出較多之「情緒勞務」，以壓抑個人生氣、委屈以及受挫等情緒感受，並努力顯露出和悅的服務態度，長期以往可能影響館員之工作效能，並對其身心健康造成負荷。爰此，本研究採取半結構式深度訪談法，從情緒勞務的層面，針對臺灣地區之大學圖書館流通館員進行研究，探討其因應攻擊型讀者之服務策略。研究結果顯示，攻擊型讀者的成因包含圖書館情境與讀者個人人格特質等因素；而受訪館員之服務策略則主要涵括處理個人負面情緒的「克制」、表達個人正面情緒的「淺層飾演」，以及處理他人負面情緒方面的「理性勸說」與「接納傾聽」等。
The aggressive patrons’ outrageous and unreasonable behavior would have serious influence on circulation librarians. However, in order to maintain the service quality, “emotional labor” is usually performed by the librarians when encounter aggressive patrons. Emotional labor is the manipulation of the required emotional expression, and the strategies used to maintain the service quality. To understand circulation librarians’ service strategies coping with aggressive patrons from the perspective of emotional labor, semi-structured in-depth interviews were conducted in this study. The interviewees consisted of 15 university circulation librarians all over Taiwan. The findings revealed that the factors which may elicit aggressive reaction included library services and the patrons’ personal traits. And to cope with the aggressive patrons, the circulation librarians would employ self-controlling, surface acting, and other service strategies such as persuasion or active listening.
期刊論文
1.陳書梅(20121200)。流通館員面對刁難讀者之因應策略研究--以大學圖書館為例。圖書資訊學研究，7(1)，85-127。new window  延伸查詢new window
2.Arndt Jr., D. A.(2001)。Problem patrons and library security。Legal Reference Services Quarterly，79(1/2)，19-40。  new window
3.Blessinger, K. D.(2002)。The nature of the problem: Definitions, scope and extent, historical perspectives, and diverse clientele。The Reference Librarian，36(75/76)，3-10。  new window
4.Bullard, S. W.(2002)。Gypsies, tramps and rage: Coping with difficult patrons。The Reference Librarian，36(75/76)，245-252。  new window
5.Burr, W. R.(1990)。Beyond I-statements in family communication。Family Relations，39(3)，266-273。  new window
6.Cargile, A. C.(2010)。Adding without contradiction: The challenge of opening up interracial dialogue。The Education Forum，74(2)，130-142。  new window
7.Chattoo, C. D.(2002)。The problem patron: Is there one in your library?。The Reference Librarian，36(75/76)，11-22。  new window
8.Kean, C.、McKoy-Johnson, F.(2009)。Patron aggression in the academic library: A study of the main library at the University of the West Indies, Mona。New Library World，110(7/8)，373-384。  new window
9.Kempes, M.、Matthys, W.、de Vries, H.、van Engeland, H.(2005)。Reactive and proactive aggression in children: A review of theory, findings, and the relevance for child and adolescent psychiatry。European Child and Adolescent Psychiatry，14(1)，11-19。  new window
10.Matteson, M. L.、Miller, S. S.(2013)。A study of emotional labor in librarianship。Library and Information Science Research，35(1)，54-62。  new window
11.McGrath, H.、Goulding, A.(1996)。Part of the job: Violence in public libraries。New Library World，97(3)，4-13。  new window
12.McGuigan, G. S.(2002)。The common sense of customer service: Employing advice from the trade and popular literature of business to interactions with irate patrons in libraries。The Reference Librarian，36(75/76)，197-204。  new window
13.Mesmer-Magnus, J. R.、DeChurch, L. A.、Wax, A.(2012)。Moving emotional labor beyond surface and deep acting: A discordance-congruence perspective。Organizational Psychology Review，2(1)，6-53。  new window
14.Archer, J.(2004)。Sex Differences in Aggression in Real-world Settings: A Meta-analytic Review。Review of General Psychology，8，291-322。  new window
15.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
16.Dodge, K. A.、Coie, J. D.(1987)。Social-information-processing factors in reactive and proactive aggression in children’s peer groups。Journal of Personality and Social Psychology，53(6)，1146-1158。  new window
17.Arbuckle, K.(2008)。Emotion and knowledge: Partners in library service?。Feliciter，54(5)，219-221。  new window
18.劉心瑜、吳宗祐(20121200)。負向顧客事件頻次與樂觀性格對情緒勞動的預測效果：服務關係長短的調節效果。人力資源管理學報，12(4)，1-28。new window  延伸查詢new window
19.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
20.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
21.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
22.Messer, S. B.(1999)。Coping with the angry patient。Journal of Psychotherapy Integration，9(2)，151-156。  new window
23.Shuman, B. A.(1989)。Problem patrons in libraries: A review article。Library and Archival Security，9(2)，3-19。  new window
24.Osa, J. O.(2002)。The difficult patron situation: Competency-based training to empower frontline staff。The Reference Librarian，36(75/76)，263-276。  new window
25.Nixon, A. E.、Yang, L.-Q.、Spector, P. E.、Zhang, X.(2011)。Emotional labor in China: Do perceived organizational support and gender moderate the process?。Stress and Health，27(4)，289-305。  new window
26.Chen, C.-F.、Kau, Y.-L.(2012)。Investigating the antecedents and consequences of burnout and isolation among flight attendants。Tourism Management，33(4)，868-874。  new window
27.Julien, H.、Genuis, S. K.(2009)。Emotional labour in librarians' instructional work。Journal of Documentation，65(6)，926-937。  new window
28.Matteson M. L.、Miller S. S.(2012)。Emotional labor in librarianship: A research agenda。Library and Information Science Research，34(3)，176-183。  new window
29.Quinn, B.(2002)。How psychotherapists handle difficult clients: Lessons for librarians。The Reference Librarian，36(75/76)，181-196。  new window
30.Toot, L.(2002)。Zen and the art of dealing with difficult patron。The Reference Librarian，36(75/76)，217-233。  new window
學位論文
1.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
圖書
1.賴惠德(2011)。情緒勞務與管理。在管理心理學。新北市：國立空中大學。  延伸查詢new window
2.Bramson, R. M.(1981)。Coping with difficult people。Garden City, NY：Anchor Press：Doubleday。  new window
3.Oxman, M.(2006)。The how to easily handle difficult people handbook: Everything problempeople don’t want you to know。Naperville, IL：Sourcebooks。  new window
4.Willis, Mark R.(1999)。Dealing with difficult people in the library。Chicago：American Library Association。  new window
5.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
6.黃囇莉(2006)。人際和諧與衝突：本土化的理論與研究。揚智文化。new window  延伸查詢new window
7.Strauss, Anselm L.、Corbin, Juliet、徐宗國(1997)。質性研究概論。巨流圖書股份有限公司。  延伸查詢new window
8.Smith, K.(1994)。Serving the difficult customer: A how-to-do-it manual for library staff。New York：Neal-Schuman。  new window
9.Rubin, R. J.(2010)。Defusing the angry patron: A how-to-do-it manual for librarians。New York：Neal-Schuman。  new window
其他
1.黃文正(20090713)。罵粗話可減輕身體痛苦。  延伸查詢new window
 
 
 
 
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