图书馆组织服务导向与服务质量的关系研究
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摘要
图书馆组织服务导向是一种基于馆员激励视角建立强化服务传递方案及奖励优质服务而形成的特定组织氛围,是影响服务质量的重要因素。论文对4所高校图书馆的245名馆员进行问卷调查,采用SPSS和AMOS对数据进行因子分析,不仅发现图书馆组织服务导向具有服务匹配、领导引导、服务支持和服务行为评估与奖励四个因子,还发现,馆员感知的组织服务导向对用户感知的服务质量有正向影响,且组织服务导向的不同因子对服务质量的影响存在差异性。基于此,进一步提出图书馆服务导向策略构建的思路。
Library organization service orientation is a specific organizational climate formed through the establishment of an enhanced service delivery plan and rewarded quality service from the perspective of librarians' excitation, which is an important factor affecting the service quality.The study surveyed 245 librarians from 4 university libraries which used SPSS and AMOS to perform factor analysis. As a result, four factors of organization service orientation improvement system, which is service matching, leadership guidance, service support, service behavior assessment and reward. This study also found that Librarian-perceived organizational service orientation will facilitate user-perceived service quality, and different dimension of organizational service orientation has different impact on service quality. In this point, the study further suggested new idea about construction of organizational service orientation.
Library organization service orientation is a specific organizational climate formed through the establishment of an enhanced service delivery plan and rewarded quality service from the perspective of librarians' excitation, which is an important factor affecting the service quality.The study surveyed 245 librarians from 4 university libraries which used SPSS and AMOS to perform factor analysis. As a result, four factors of organization service orientation improvement system, which is service matching, leadership guidance, service support, service behavior assessment and reward. This study also found that Librarian-perceived organizational service orientation will facilitate user-perceived service quality, and different dimension of organizational service orientation has different impact on service quality. In this point, the study further suggested new idea about construction of organizational service orientation.
引文
1 岳江君.图书馆服务质量测评模型构建及其应用研究[D].镇江:江苏大学,2010:31-40.
2 郑继来.图书馆组织氛围研究综述[J].黑龙江史志,2015(7):276-277.
3 Schneider B.Organizational climates:an essay[J].Personnel Psychology,1975,28(4):447-479.
4 Schneider B,Gunnarson S K,Niles-Jolly K.Creating the climate and culture of success[J].Organizational Dynamics,1994,23(1):17-29.
5 Anderson N R,West M A.Measuring climate for work group innovation:development and validation of the team climate inventory[J].Journal of Organizational Behavior,1998,19(3):235–258.
6 Saura I G,Contrí G B,Taulet A C,et al.Relationships among customer orientation,service orientation and job satisfaction in financial services[J].International Journal of Service Industry Management,2005,16(5):497-525.
7 Lytle R S,Hom P W,Mokwa M P.SERV*OR:a managerial measure of organizational service-orientation[J].Journal of Retailing,1998,74(4):455-489.
8 周新杰,张素芳.服务导向的战略信息管理研究[J].图书情报工作,2012,56(4):66-69.
9 Lytle,R.Service orientation,market orientation,and performance:an organizational culture perspective [D].Tempe:Arizona State University,1994:180-182.
10 Johnson J W.Linking employee perceptions of service climate to customer satisfaction[J].Personnel Psychology,1996,49(4):831-851.
11 同7:455-489.
12 张雅.非营利组织服务导向的测量维度、影响因素及作用机制研究[D].武汉:武汉大学,2014:50-52.
13 Crawley-LowJ.The impact of leadership development on the organizational culture of a Canadian academic library[J].Evidence Based Library and Information Practice,2013,8(4):60-77.
14 王汉章.浅谈图书馆领导行为与图书馆的凝聚力[J].图书馆学刊,1991(1):8-10.
15 景晶.馆员感知的高校图书馆馆长领导风格实证研究[J].图书情报工作,2010,54(1):79-82.
16 Mary C.Metzger.Enhancing library staff training and patron service through a cross-departmental exchange[J].Technical Services Quarterly,2006,24(2):1-7.
17 生修雯.馆员培训存在的问题及其解决途径[J].图书馆建设,2009(9):92-94+98.
18 徐双,王潇潇.图书馆员参与馆内培训现状的调查分析及其促进策略[J].图书馆工作与研究,2014,1(10):54-57.
19 Linda R.Musser.What we say and what we weward:valuing employees through recognition programs[J].Library Administration & Management,2001(15):85-90.
20 徐仲,李海兰.高校图书馆员绩效评价体系研究中存在的问题与对策[J].图书情报工作,2009,53(11):36-39.
21 刘雪兰,刘勇.基于实证的馆员行为评价指标体系构建[J].图书馆学研究,2015(11):13-16.
22 同7:455-489.
23 Lynn M L,Lytle R S,Bobek S.Service orientation in transitional markets:does it matter?[J] European Journal of Marketing,2000,34(3/4):279-298.
24 Homburg C,Hoyer W D,Fassnacht M.Service orientation of a retailer's business strategy:dimensions,antecedents,and performance outcomes[J].Journal of Marketing,2002,66(4):86-101.
25 梅玉骅.服务导向与组织内外部营销表现关系之研究[D].上海:复旦大学,2008:118-123.
26 胡杨成,蔡宁.非营利组织市场导向与组织绩效的关系研究[J].管理学报,2009,6(8):1111-1118.
27 吴明隆.结构方程模型—Amos实务进阶[M].重庆:重庆大学出版社,2013:20-23.
28 李彦伶.中国情境下一线服务业服务氛围的预测变量[D].成都:西南财经大学,2011:29-30.
2 郑继来.图书馆组织氛围研究综述[J].黑龙江史志,2015(7):276-277.
3 Schneider B.Organizational climates:an essay[J].Personnel Psychology,1975,28(4):447-479.
4 Schneider B,Gunnarson S K,Niles-Jolly K.Creating the climate and culture of success[J].Organizational Dynamics,1994,23(1):17-29.
5 Anderson N R,West M A.Measuring climate for work group innovation:development and validation of the team climate inventory[J].Journal of Organizational Behavior,1998,19(3):235–258.
6 Saura I G,Contrí G B,Taulet A C,et al.Relationships among customer orientation,service orientation and job satisfaction in financial services[J].International Journal of Service Industry Management,2005,16(5):497-525.
7 Lytle R S,Hom P W,Mokwa M P.SERV*OR:a managerial measure of organizational service-orientation[J].Journal of Retailing,1998,74(4):455-489.
8 周新杰,张素芳.服务导向的战略信息管理研究[J].图书情报工作,2012,56(4):66-69.
9 Lytle,R.Service orientation,market orientation,and performance:an organizational culture perspective [D].Tempe:Arizona State University,1994:180-182.
10 Johnson J W.Linking employee perceptions of service climate to customer satisfaction[J].Personnel Psychology,1996,49(4):831-851.
11 同7:455-489.
12 张雅.非营利组织服务导向的测量维度、影响因素及作用机制研究[D].武汉:武汉大学,2014:50-52.
13 Crawley-LowJ.The impact of leadership development on the organizational culture of a Canadian academic library[J].Evidence Based Library and Information Practice,2013,8(4):60-77.
14 王汉章.浅谈图书馆领导行为与图书馆的凝聚力[J].图书馆学刊,1991(1):8-10.
15 景晶.馆员感知的高校图书馆馆长领导风格实证研究[J].图书情报工作,2010,54(1):79-82.
16 Mary C.Metzger.Enhancing library staff training and patron service through a cross-departmental exchange[J].Technical Services Quarterly,2006,24(2):1-7.
17 生修雯.馆员培训存在的问题及其解决途径[J].图书馆建设,2009(9):92-94+98.
18 徐双,王潇潇.图书馆员参与馆内培训现状的调查分析及其促进策略[J].图书馆工作与研究,2014,1(10):54-57.
19 Linda R.Musser.What we say and what we weward:valuing employees through recognition programs[J].Library Administration & Management,2001(15):85-90.
20 徐仲,李海兰.高校图书馆员绩效评价体系研究中存在的问题与对策[J].图书情报工作,2009,53(11):36-39.
21 刘雪兰,刘勇.基于实证的馆员行为评价指标体系构建[J].图书馆学研究,2015(11):13-16.
22 同7:455-489.
23 Lynn M L,Lytle R S,Bobek S.Service orientation in transitional markets:does it matter?[J] European Journal of Marketing,2000,34(3/4):279-298.
24 Homburg C,Hoyer W D,Fassnacht M.Service orientation of a retailer's business strategy:dimensions,antecedents,and performance outcomes[J].Journal of Marketing,2002,66(4):86-101.
25 梅玉骅.服务导向与组织内外部营销表现关系之研究[D].上海:复旦大学,2008:118-123.
26 胡杨成,蔡宁.非营利组织市场导向与组织绩效的关系研究[J].管理学报,2009,6(8):1111-1118.
27 吴明隆.结构方程模型—Amos实务进阶[M].重庆:重庆大学出版社,2013:20-23.
28 李彦伶.中国情境下一线服务业服务氛围的预测变量[D].成都:西南财经大学,2011:29-30.