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图书情报工作 ›› 2013, Vol. 57 ›› Issue (15): 70-76.DOI: 10.7536/j.issn.0252-3116.2013.15.011

• 理论研究 • 上一篇    下一篇

归因视角下的高校图书馆感知服务质量形成机制

钱蔚蔚1, 高洁2   

  1. 1. 天津师范大学图书馆;
    2. 天津师范大学管理学院
  • 收稿日期:2013-06-13 修回日期:2013-07-20 出版日期:2013-08-05 发布日期:2013-08-05
  • 作者简介:钱蔚蔚,天津师范大学图书馆馆员,E-mail:qww1109@126.com;高洁,天津师范大学管理学院教授。
  • 基金资助:
    本文系天津市哲学社会科学研究规划项目“用户对图书馆服务质量感知的归因研究”(项目编号:TJTQ11-026)研究成果之一。

Generation Mechanism of Perceived Services Quality of University Libraries from an Attributional Perspective

Qian Weiwei1, Gao Jie2   

  1. 1. Library of Tianjin Normal University, Tianjin 300387;
    2. Management School, Tianjin Normal University, Tianjin 300387
  • Received:2013-06-13 Revised:2013-07-20 Online:2013-08-05 Published:2013-08-05

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摘要： 将归因理论的观点和方法纳入到图书馆感知服务研究之中,从归因的视角对图书馆用户感知服务质量的形成机制做定量分析。着重考察图书馆用户满意感/不满意感判断中的认知成分,弄清楚图书馆用户的期望、行为是如何形成的并论证用户期望、行为与归因特性之间的规律性关系,探讨三种归因特性对图书馆感知服务质量产生的影响,揭示归因对图书馆用户感知及后续情感和行为的预测功能。

关键词: 归因理论, 图书馆, 感知服务质量

Abstract: This paper introduces attribution theory into the quality research of libraries' perceived services, and makes a quantitative analysis of generation mechanism of perceived services quality from an attributional perspective. It focuses on identifying the cognitive components of satisfied or dissatisfied judgement, understanding how users' desires and behaviors form, and arguing the regular relationship with the attributional characteristics. Then it discusses the influence of three kinds of attributional characteristics, which include stability, controllability and intentionality, on perceived services of libraries. Finally, this paper reveals the forecasting function of attribution on users' perception, affection and behaviors.

Key words: attribution theory, library, perceived service quality

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