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 |
| Degree Course | Bachelor of Library and Information Science |
| Language | English |
| Keyword | Self-control (Psychology); Library employees; University of the Philippines Main Library Filipiniana Department |
| Material Type | Thesis/Dissertation |
Preliminary Pages
210.65 Kb
Category : F - Regular work, i.e., it has no patentable invention or creation, the author does not wish for personal publication, there is no confidential information.
Access Permission : Open Access