| 图书馆预防性服务补救实证研究——基于读者感知控制的调节作用 |
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| 引用本文： | 杨强,孟陆,董泽瑞.图书馆预防性服务补救实证研究——基于读者感知控制的调节作用[J].图书情报工作,2017,61(21):71-78. |
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| 作者姓名： | 杨强 孟陆 董泽瑞 |
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| 作者单位： | 1. 天津理工大学管理学院 天津 300384;
2. 南开大学商学院 天津 300071 |
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| 基金项目： | 本文系国家社会科学基金项目"快速迭代情境下创新产品扩散障碍识别与营销变革研究（项目编号：16BGL086）"研究成果之一。 |
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| 摘 要： | 目的/意义]构建并验证图书馆预防性服务补救影响读者的行为意向和关系质量的概念模型,为大学图书馆有效应对服务失误提供可实践的指导和建议。方法/过程]运用情景模拟方法收集384份有效问卷,并利用SPSS 17.0和Amos 17.0对模型进行检验。结果/结论]研究表明,预防性服务补救通过读者满意正向影响读者行为意向（读者忠诚和读者正面口碑传播）,预防性服务补救通过读者满意正向影响读者关系质量（读者信任和读者承诺）,读者感知控制在预防性服务补救与读者满意之间起正向调节作用,读者感知控制会强化顾客满意在预防性服务补救与读者关系质量所起的中介效应。
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| 关 键 词： | 预防性服务补救 读者行为意向 读者关系质量 读者感知控制 |
| 收稿时间： | 2017-06-28 |
An Empirical Study on the Preventive Service Remedies of Libraries Based on the Moderating Effect of Readers' Perception Control |
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| Yang Qiang,Meng Lu,Dong Zerui.An Empirical Study on the Preventive Service Remedies of Libraries Based on the Moderating Effect of Readers' Perception Control[J].Library and Information Service,2017,61(21):71-78. |
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| Authors: | Yang Qiang Meng Lu Dong Zerui |
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| Institution: | 1. School of Management, Tianjin University of Technology, Tianjin 300384;
2. Business School, Nankai University, Tianjin 300071 |
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| Abstract: | Purpose/significance] This paper constructs and validates the conceptual model of library's preventive service remedy that affects readers' behavior intention and relationship quality, which provides practical guidance and suggestions for university libraries to effectively deal with service failure. Method/process] 384 valid questionnaires were collected by the scenario simulation and the model was tested by using SPSS 17.0 and Amos 17.0. Result/conclusion] Studies have shown that the preventive service remediation is positively influenced by readers' satisfaction (readers' loyalty and positive word of mouth). Preventive service remedies affect readers' quality (reader trust and reader commitment) through the reader satisfaction. Readers' perception control plays a positive role in the regulation of preventive services and readers' satisfaction. Readers' perception control will strengthen the customer satisfaction's intermediary effect on the preventive service remediation and the reader relationship quality. |
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| Keywords: | preventive service remedy readers' intentions reader relationship quality readers' perception control |
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