图书馆用户情绪及其与满意度、忠诚度的关系研究

Research on the Relationship of Library Users' Emotion and Their Satisfaction and Loyalty

文章介绍了图书馆用户情绪的内容和特点,就影响图书馆用户情绪的主要因素做出了详细论述,分析了图书馆用户情绪及其与用户满意度、忠诚度之间的关系及构成因素,研究基于用户情绪图书馆提升用户满意度、忠诚度的主要途径,旨在使图书馆能够根据用户情绪特点调整信息服务方式,创新服务模式,从用户价值信息需求、心理特点、借阅兴趣方面入手建立完善的服务架构,提升用户的满意度和忠诚度,促进中国图书馆事业发展。

This paper introduced the contents, features and main influencing factors of library users＇ emotion, and analyzed the relationship and component factor between library users＇ emotion and their satisfaction and loyalty, and studied the main ways to enhance users＇ satisfaction and loyalty based on users＇ emotion, so as to adjust and innovate the mode of information service according to users＇ emotion, construct perfect service architecture starting from users＇ value information needs, psychological characteristics and lending interest, enhance customer satisfaction and loyalty and promote development of China＇s library.