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題名：流通館員情緒勞務與情緒耗竭之調查研究：以大學圖書館之刁難讀者服務為例
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：2012
卷期：50:1
頁次：頁5-39
主題關鍵詞：情緒勞務；情緒耗竭；刁難讀者；流通館員；大學圖書館；Emotional labor；Emotional exhaustion；Difficult patron；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(5) 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:4
  • 共同引用共同引用:216
  • 點閱點閱:113
身處圖書館服務的第一線,流通館員在面對刁難讀者時,往往須投注相當之「情緒勞務」,亦即付出心力維持和悅的表情與友善的態度。本文呈現問卷調查的結果,分別探究台灣地區大學圖書館之流通館員遭遇刁難讀者頻次、流通館員情緒勞務以及情緒耗竭之程度,同時,分析流通館員個人背景因素對其遭遇刁難讀者頻次、情緒勞務及情緒耗竭程度三者之影響,以及遭遇刁難讀者頻次與情緒勞務及情緒耗竭程度之間的相關性。研究結果顯示,大學圖書館流通館員「很少」或「偶爾」遭遇刁難讀者,而其遭遇之刁難讀者以「外向歸因型」及「挑剔型」居多。然而,流通館員確實屬於高情緒勞務工作者,其情緒勞務偏重在處理他人負面情緒與表達個人正面情緒兩方面。此外,流通館員「很少」或僅是「偶爾」有情緒耗竭的感覺。整體而言,流通館員遭遇刁難讀者的頻次與情緒耗竭程度呈現正相關,而館員之情緒勞務和情緒耗竭的程度則呈現負相關。
At the front line of library service, circulation librarians devote considerable efforts to performing “emotional labor”, i.e., maintaining a pleasant manner while dealing with difficult patrons. Using questionnaires, this study examines frequency of encountering difficult patrons, emotional labor, and degree of emotional exhaustion among university circulation librarians in Taiwan. Meanwhile, the current study also analyzes effects of circulation librarians’ personal background factors on these three variables, and the correlation between them. The results suggested that university circulation librarians “scarcely” or “occasionally” encountered difficult patrons, among whom the most frequently encountered types were the “externally attributive” and “critical” ones. Nevertheless, circulation librarians were found high emotional labor workers who mostly performed emotional labor along the dimensions of “dealing with others’ negative emotions” and “expressing one’s positive emotions”. Besides, circulation librarians “scarcely” or “occasionally” felt emotionally exhausted. In general, a positive correlation was found between librarians’ frequency of encountering difficult patrons and degree of emotional exhaustion, while a negative correlation was found between librarians’ emotional labor and degree of emotional exhaustion.
期刊論文
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23.吳宗祐、鄭伯壎(20061000)。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係--「資源保存理論」的觀點。管理學報，23(5)，581-599。new window  延伸查詢new window
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會議論文
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學位論文
1.滿莉芳(2002)。情緒勞務工作者情緒勞務負荷與工作結果之研究--以情緒智力與工作特性為干擾(碩士論文)。靜宜大學，台中。  延伸查詢new window
2.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
3.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
4.高佳伶(2001)。銀行行員情緒勞務負荷、影響因素與結果之研究(碩士論文)。國立中正大學。  延伸查詢new window
5.蔡玉青(1999)。情緒勞務之負荷、因應策略、社會支持與情緒耗竭之相關研究--以休閒、旅館業為例(碩士論文)。國立雲林科技大學，雲林。  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.蔣幸芸(2007)。難纏顧客與員工情緒之研究(碩士論文)。世新大學。  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
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3.Willis, Mark R.(1999)。Dealing with difficult people in the library。Chicago：American Library Association。  new window
4.Maslach, C.、Jackson, S. E.(1986)。The Maslach Burnout Inventory Manual。Palo Alto, CA：Consulting Psychologists Press。  new window
5.蔡文輝(1987)。家庭社會學。臺北：五南。  延伸查詢new window
6.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
7.布蘭姆森、張彤(2002)。如何搞定恐龍和犀牛：人際高手教你應付7種難纏的人。台北縣：世茂。  延伸查詢new window
8.賴惠德(2011)。管理心理學。新北市：國立空中大學。  延伸查詢new window
9.Keating, C. J.(1984)。Dealing with difficult people。NJ：Paulist Press。  new window
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圖書論文
1.Smith, N.(1996)。Active listening: Alleviating patron problems through communication。Patron behavior in libraries: A handbook of positive approaches to negative situations。Chicago, IL：American Library Association。  new window
2.陳書梅(2004)。刁難讀者服務探討。王振鵠教授八秩榮慶論文集。台北市：台灣學生書局。new window  延伸查詢new window
 
 
 
 
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