大学图书馆读者负面情绪类型与成因之质化研究-图书资讯学刊.PDF

91 100.6 77-121 大學圖書館讀者負面情緒類型與成因之質化研究 A Study of Readers’ Negative Emotions in University Libraries Chen Su-may Sheih 摘　要 32 Abstract Readers’ evaluation of library service depends much on their emotional feelings towards library usage, in particular negative ones. The current study investigates the causes and categories of readers’ negative feelings in library usage. Thirty-two readers were interviewed for their experiences of negative feelings in library, which were then categorized into the following seven types: anger, anxiety, alarm, frustration, helplessness, sadness, and shame. In addition, readers’ negative feelings in library were found to result from libraries’ regulations/management, other readers, facilities, environment/ space, library staff, collection, and information technology/software. Keywords: Negative Emotion; Reader Study; University Library; Public Service Professor, Department of Library and Information Science, National Taiwan University. E-mail: synn@.tw 77 91 100.6 壹、 前言 L ent on, Hut ch i son, 1999; Muru g app an, Rizon, Nagaraj an, Yaacob, 20 10; Plutchik, 1962/ 1991; Sauter, Ei sner, Ekm an, Scott, 20 10; Shaver, Schwartz, Kirson, OConnor, 1987