〔关键词〕读者投诉 服务 心理效应
Reflections on the Reader's Complaints and the Psychological Effects of Library Service
Library of Guangdong University of Technology, Guangdong 510643
〔Abstract〕This paper studies the psychological reality of the library readers from the perspective of service psychology to have a better understanding of the changes and individual differences in the reader抯 psychology so as to deal with the reader's complaints in appropriate ways. Specifically, it analyzes the objective causes and the reader's psychology behind the complaints, figures out several negative service effects that provoke complaints, and also proposes some service strategies that are supposed to create positive psychological effects, such as 搕he propaganda effect? 搕he friend effect? 搕he communication effect?and 搕he soothing effect? so that the reader抯 dissatisfaction and impulse to complain will decrease and ideal service will be achieved.
〔Keywords〕the reader’s complaintsservicepsychological effect......