图书馆学科服务情境下用户感知价值与参与意愿:服务沟通的调节效应

Library User's Perceived Value and Participation Willingness in the Subject Service: the Moderating Role of Communication Service

基于全国范围30所高校的762名学科用户的问卷调查,探讨用户感知价值对参与意愿的直接影响,以及学科馆员服务沟通在其间的调节作用。研究发现,用户感知功能价值、感知情感价值和感知社会价值均能显著提升参与意愿,而感知牺牲则显著降低参与意愿。同时,专业沟通能显著增强感知功能价值对参与意愿的正效应,而削弱感知牺牲的负效应。人际沟通能显著提升感知情感价值、感知社会价值的正效应,而削弱感知牺牲的负效应。结合实证研究结论,得出了若干管理启示。

Based on the questionnaire survey of 762 subject users from 30 universities, this study examines the direct effects of user＇ s perceived value on participation willingness, as well as the moderator effects of communication service pro-vided by subject librarian on the relationships above. The result shows that user＇ s perceived function value, perceived e- motion value and perceived social value all can increase participation willingness, while value loss can significantly decrease participation willingness. At the same time, subject communication can significantly enhance the positive effect of user＇ s perceived functional value on participation willingness, while it can reduce the negative effect of value loss. Also interper-sonal communication can significantly enhance the positive effect of perceived emotional value and perceived social value, while it can reduce the negative effect of value loss. Combined with empirical findings of the study, the paper concludes some management enlightenments.