emotional management

圖書資訊學文獻，向來較少研究館員的心理需求與相關問題，尤其缺乏討論參考館員在提供服務的過程中，所衍生之負面工作情緒。因此，本文擬就此議題加以探討，期冀能引起圖書資訊界重視參考館員的負面工作情緒管理，以收拋磚引玉之效。

Emotional management of employees has been much studied in a variety of work settings over the past decade. Recent literature on emotional management has proposed that negative emotions may have important organizational implications. Research of American librarianship indicates that significant levels of job stress and negative emotions exist among reference librarians. Yet emotional management is largely ignored in Taiwan's libraries. Hence, this paper examines causes and solutions of negative emotions of reference librarians from the perspective of library organization.