公共图书馆用户与馆员的心理契约绩效评估——基于LibQUAL评价模式的实证研究

Performance Evaluation on Psychological Contracts Between Public Library Users and Librarians

从读者与馆员的感知角度,基于LibQUAL评价模式对公共图书馆进行用户与馆员的心理契约绩效评估。研究结果表明,服务态度是评价双方心理契约的重要指标。馆员服务能力不足导致心理契约隐性失衡,用户基本学习能力不足加大双方心理契约维系难度。以山东省3所公共图书馆为研究样本,证明公共图书馆需根据实际情况采用LibQUAL评价模式进行服务改进和修正,建立可续、客观的质量评价模式及标准,并在实践中应用推广,将对中国公共图书馆的服务创新和服务能力的提高提供理论和实践指导。

From the perspective of reader and librarian perception, this paper made the performance evaluation on psychological contracts between users and librarians of public library based on LibQUAL evaluation mode. The results showed that the service attitude was an important index to evaluate the psychological contracts, and insufficient librarians＇ service ability led the recessive imbalance of psychological contract, and the lack of users＇ learning ability increased the difficulties of psychological contract maintenance. Taking 3 public libraries in Shandong Province as the research samples, it proved that public library should apply LibQUAL evaluation model for service improvement and correction according to the actual situation, and establish sustainable and objective quality evaluation model and standards to use in practice, which could provide theoretical and practical guidance for the service innovation and service ability improvement of China＇ s public libraries.