运用双因素理论探析高校图书馆读者满意度陷阱  

A Study on the Phenomenon of the Reader Satisfaction Trap in University Library by Two-Factor Theory

作　　者：陈平[1] 

机构地区：[1]东华大学图书馆

出　　处：《图书馆学研究》2012年第3期97-100,F0003,共5页Research on Library Science

摘　　要：高水平满意度不一定就会导致高水平忠诚度,其间存在着高满意度、低忠诚度现象,这就是所谓的"满意度陷阱"。从读者满意与忠诚的内涵及其重要性入手,运用双因素理论,以读者心理和行为研究的视角,对这一现象的成因进行分析。将稳抓保健因素、开发激励因素作为读者服务工作的突破点,并就如何避免满意度陷阱、提高高校图书馆读者忠诚度提出几点建议。Highlevel of satisfaction does not have to bring highlevel of loyalty.The phenomenon of highlevel of satisfaction with low level of loyalty is the so-called satisfaction trap.Started with the connotation and important of reader satisfaction and loyalty,this article analyzes the causes of the case by Herberg＇s,two-factor theory from the angles of reader＇s psychology and action research.As a breakthrough of reader services,it tries to grasp the hygienes firmly and exploit the motivators,and put forward some suggestions on crossing the satisfaction trap and improving the reader＇s loyalty in university library.

关 键 词：读者满意 读者忠诚 满意度陷阱 双因素理论 

分 类 号：G252[文化科学—图书馆学]