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。
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.
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