关键词: 用户导向服务, 服务制度, 敬业度, 服务质量, 图书馆员, LibQUAL, 服务文化

Abstract:

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 facets 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.

Key words: User-oriented service, Service policy, Librarian engagement, Service quality, Librarian, LibQUALl, Service culture