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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。
In response to the current library readers’ complaints, this paper studies the reader’s psychological rules from the perspective of service psychology, and grasps the reader’s psychological changes and personality traits. Analyze the reason of the reader’s complaint and the psychology of the complaint, point out several adverse service psychological effects that cause the reader’s complaint, and put forward the following suggestions: “publicity effect”, “own person effect”, “communication effect”, “ Wind Effect ”and other positive psychological effects strategies to reduce grievances caused by dissatisfaction with the service to reduce the impulse of readers complaints, to achieve the best service results.