DOCUMENTATION,INFORMATION & KNOWLEDGE ›› 2017, Vol. 0 ›› Issue (3): 21-28.doi: 10.13366/j.dik.2017.03.021
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Abstract:
Service policy is the foundation to control service quality, and useroriented service has been regarded as a trend of library service policy innovation. However, some library managers are afraid that useroriented service policy could harm librarians’ working enthusiasm. Is that really ture? How does useroriented service policy influence librarians’ working enthusiasm, positive or negative? To answer this problem, this paper conducted a study on the effects of the useroriented service policy on librarian engagement. A survey among 241 librarians from 28 cities was carried out, and the relationships of useroriented service policy and librarian engagement were analyzed both conceptually and empirically. As a result, five facets of useroriented quality improvement system, which is efficacy, support, externalization, internalization, orientation, were identified through factor analysis, and regression analysis found that useroriented service policy will facilitates librarian engagement. This study further suggested the libraries’ development path of useroriented service policy.
Key words: User-oriented service, Service policy, Librarian engagement, Service quality, Librarian, LibQUALl, Service culture
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URL: http://dik.whu.edu.cn/jwk3/tsqbzs/EN/10.13366/j.dik.2017.03.021
http://dik.whu.edu.cn/jwk3/tsqbzs/EN/Y2017/V0/I3/21