基于大学生价值观的高校图书馆读者抱怨行为研究

Study on the Readers' Complained Conducts in College Libraries Based on the Values of the College students

信息时代的高校图书馆在馆舍和信息资源建设方面都有迅速发展。但是读者抱怨仍是源源不断,在这些读者抱怨中隐藏着利于图书馆改进服务和读者需求的信息,所以高校图书馆研究读者抱怨行为是提高服务质量、增进读者满意度、改进现有服务,开拓新业务的切入点。基于Ajzen(1991)提出的规划行为理论(Planned Behavior Theory)的框架,从当前大学生价值观的纬度,来构建高校图书馆读者抱怨意向模型,并提出高校图书馆读者抱怨行为管理的策略,为高校图书馆读者抱怨行为的研究提供一个新的思路和新的方法。

It is rapidly development for the college library in houses and information resources in information age. But it is hidden some information to improve services and readers demands from the readers complaints happened frequently. So it is a point of entry for research on the readers＇ complained conduct in the college library to improve the quality of services, to enhance the reader＇ s satisfaction, to improve existing services and open new business. Based on Ajzen （1991） the planned behavior theory flame and the values of latitude of the college students, to build the model of the readers＇ complained intention in the college library and to propose the strategy of readers＇ complained conduct, to provide a new ideas and methods for the research of the readers＇ complained conduct in the college library.