Status : Verified
|Personal Name||Samson, Gerard Quentin B.|
|Resource Title||A study of the effects of the demography (individual traits) to the emotional labour of the library staff in the University of the Philippines Main Library Filipiniana Department to its users and to its organization|
|Date Issued||October 2013|
|Abstract||This study was conducted to study the effects of demography (individual traits) to the emotional labour of the library staff in the University of the Philippines Diliman Main Library Filipiniana Department to its users and to its organization. The following were the objectives of the research: 1) to determine the general demographic composition of first, the UP Main Library-Filipiniana customers in terms of age, gender, year level, educational status, and specific library service/s frequently used; and second, the general demographic structure of the UP Main Library-Filipiniana staff members in terms of age, gender, civil status, number of children, position, and tenure; 2) to find out the existing emotional controls implicitly and/or explicitly set by the UPML as guidelines for service quality assurance; 3) to investigate the extent on how the UPML imposes these emotional controls to its staff; 4) to identify the conditions why each library staff practice surface acting; 5) to identify the conditions why each library staff practice deep acting; 6) to determine the customers’ reactions to the library staff’s surface acting in terms of service quality and; 7) to determine the customers’ reactions to the library staff’s deep acting in terms of service quality.
The user respondents were composed of 58 students enrolled for summer classes for the Academic Year 2012-2013. These students were randomly selected while they were inside the Filipiniana Library. The library staff respondents, alternatively, were 13 employees currently employed on the said academic period. Survey questionnaires were utilized to gather data.
Based on the findings, the study concluded that the Filipiniana Department has a very dynamic composition of employees in terms of age, job description, and tenure; but, most employees are married female with at least one child. Almost half of the staff is unaware of the Library Staff Manual, a formal and explicit regulatory emotional guideline which should be upheld inside the library – a lapse which the University of the Philippines Main Library should address. Most employees are into surface acting which confirm that emotional dissonance and emotional effort are evident in the department. On the other hand, nearly all Filipiniana staff displayed outstanding emotional intelligence and exceptional sense of professional success which play integral roles in deep acting.
Results substantiate that 84% of the users have not experienced any form of emotional deceit from any Filipiniana employee their entire college lives and are clueless or just unaffected whether or not the library staff members are doing any surface acting. Most expects that his/her personal feelings are to be highly considered by the library personnel each time interaction takes place and appreciates the sense of professionalism displayed by the Filipiniana Department staff. This professionalism and the sense of contentment make the users go back to the library but believe that a proper code of conduct should be design and strictly enforced between users and staff.
|Degree Course||Bachelor of Library and Information Science|
|Keyword||Library employees; Self-control (Psychology); University of the Philippines Main Library Filipiniana Department|