摘要
针对目前图书馆读者投诉问题,从服务心理学视角研究读者心理规律,掌握读者的心理变化过程和个性心理特征。分析读者投诉的原因和投诉的心理,指出引起读者投诉的几种不良的服务心理效应,提出以"宣传效应"、"自己人效应"、"沟通效应"、"南风效应"等积极的心理效应策略,减少因服务不满而产生的抱怨情绪,减少读者投诉的冲动,实现最佳的服务效果。
This paper studies the psychological reality of the library readers from the perspective of service psychology to have a better understanding of the changes and individual differences in the reader＇s psychology so as to deal with the reader＇s complaints in appropriate ways. Specifically,it analyzes the objective causes and the reader＇s psychology behind the complaints,figures out several negative service effects that provoke complaints,and also proposes some service strategies that are supposed to create positive psychological effects,such as＂the propaganda effect＂,＂the friend effect＂,＂the communication effect＂and＂the soothing effect＂,so that the reader＇s dissatisfaction and impulse to complain will decrease and ideal service will be achieved.
出处
《图书情报工作》
CSSCI
北大核心
2007年第9期113-116,共4页
Library and Information Service
关键词
读者投诉
服务
心理效应
the reader＇s complaints
service
psychological effect
