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.
Qian Weiwei
,
Gao Jie
. Generation Mechanism of Perceived Services Quality of University Libraries from an Attributional Perspective[J]. Library and Information Service, 2013
, 57(15)
: 70
-76
.
DOI: 10.7536/j.issn.0252-3116.2013.15.011
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