用户导向服务制度对图书馆员敬业度的影响研究

A Study on the Effects of the User-oriented Service Policy on Librarian Engagement

服务制度是控制服务质量的基本工具,以用户为中心建设服务制度已成为新时期图书馆提升服务质量和服务价值的关键,然而一些图书馆管理者对此仍存在顾虑,担心用户导向的服务制度会伤害馆员工作积极性。那么,用户导向服务制度是否会伤害图书馆员的工作积极性?为回答这一问题,本文对用户导向服务制度与馆员敬业度之间的关系展开实证研究。通过对来自28个城市的241名馆员进行问卷调查,以及对数据的因子分析、回归分析,研究发现用户导向服务制度具有五个维度,即效能、导向、外化、内化、支持;而且用户导向服务制度不但不会导致馆员敬业度降低,反而会提高馆员敬业度。研究同时发现,用户导向服务制度的五个维度对馆员敬业度各维度均有不同程度的影响,服务制度用户导向状况对馆员敬业度三维度中的馆员工作活力影响最大。基于此,论文进一步提出用户导向图书馆服务制度的建设思路。

Service policy is the foundation to control service quality, and user-oriented service has been regarded as a trend of library service policy innovation. However, some library managers are afraid that user-oriented service policy could harm librarians＇ working enthusiasm. Is that really ture？ How does user-oriented service policy influence librarians＇ working enthusiasm, positive or negative？ To answer this problem, this paper conducted a study on the effects of the user-oriented service policy on librarian engagement. A survey among 241 librarians from 28 cities was carried out, and the relationships of user-oriented service policy and librarian engagement were analyzed both conceptually and empirically. As a result, five fac- ets of user-oriented quality improvement system, which is efficacy, support, externalization, internalization, orientation, were identified through factor analysis, and regression analysis found that user-oriented service policy will facilitates librarian engagement. This study further suggested the libraries＇ development path of user-oriented service policy.