基于服务接触中读者(用户)响应的馆员沟通研究

Research on Librarians' Communication by the Reader(user) Response in Service Encounter

在图书馆服务接触中,馆员的沟通行为对读者(用户)情感和行为的影响不可忽略。其中辅助语言和行为举止等非语言沟通因素更易使读者(用户)积极情感的形成发挥正向作用。不同的情感反应将影响读者(用户)参与服务与互动、现场停留、继续合作等意愿与行为。

The communication behavior of librarians has great effection on reader＇ s emotion and behavior. The non - verbal communi- cation factors such as auxiliary language and behavior are able to lead to the readers＇ positive emotions and these factors may also play an active role in the formation of positive emotions. Librarians＇ emotional response will directly affect the readers＇ action and willing such as their participation in services, interaction with the librarians, site stays and continuous cooperation. 5 refs.