基于心理契约违背的读者抱怨管理  

Readers' Complaint Management Based on Violation of Psychological Contract

作　　者：张亚宏[1] 

机构地区：[1]泉州师范学院图书馆,福建泉州362000

出　　处：《泉州师范学院学报》2015年第4期105-108,共4页Journal of Quanzhou Normal University

摘　　要：在图书馆管理服务中,图书馆与读者存在着心理契约关系。读者不满与抱怨是读者心理契约破坏与违背的直接结果。读者抱怨是一个动态过程,它可能产生于读者使用图书馆的整个过程,也可能产生于使用图书馆结束后。读者抱怨管理是一个复杂的管理系统。要做好读者抱怨管理工作,就要层层把关,既做好抱怨形成前的预判工作,也要做好事中的调解工作和事后补救工作,降低读者心理契约破坏与违背机率。In the service of library management,there exists the relationship of psychological contract between the library and the readers.In fact,readers’dissatisfaction and complaint are a direct result which may come from the breakage and violation of readers’psychologicl contract.The formation of readers’complaint is a complicated dynamic process,which may arise from the reader’s use of the li-brary’s entire process,and it may be produced in the end of the service.Readers complain that man-agement is a complex management system.To improve the reader complaints management work, which completes the complain that formed before the pre judgment,also want to do Hoston the medi-ation work and remedial work,reduce the reader’s psychological contract breach and violation proba-bility.

关 键 词：心理契约 心理契约违背 读者抱怨管理 

分 类 号：G252[文化科学—图书馆学]