Research On The Influence Factors Of Service Recovery Effects Of University Library

With the arrival of the era of big data and a variety of intelligent information technology continues to spread and widely used,the information needs of library users show the trend of knowledge,complexity,personalization,integration,diversification and efficiency.The service work of the library is facing great difficulties and challenges.Complaints,anxiety and other negative reader behaviors gradually increased shows that there are some problems or failures in library service.How to face up to the user complaints about these problems and take the appropriate service recovery strategies is important for library to reduce the negative impact caused by service failure.At present,service recovery theory originated from the field of service marketing has gradually been paid more and more attention by libraries and researchers,and has produced fruitful research results.But it is a pity that,the current research results mostly theoretical discussion,empirical research is still less,and there are fewer studies on the effects of library service recovery.Compared with the service recovery research in the field of marketing and the study of library readers' complaints in library science research field,the study of library service recovery is still not perfect.Therefore,this paper takes student users as an axample to study the influence factors of the service recovery effects of university library.Based on literature review,this study analyzes the factors that might influence the service recovery effects of university library,designs the questionnaire,put forward the research hypothesis and constructs the influence factors research model of the service recovery effects of university library.The questionnaire survey was employeed to collect the data needed for the study,the data collected is analyzed by SPSS18.0 and SEM17.0 to test the hypothesis.Based on the analysis of the results,the study obtains following conclusions:(1)Users of different gender,different identity,different disciplines and different service failure attribution have significant differences in some level of library service recovery effects.(2)The substantial recovery,the initiative of recovery and the speed of response have a positive impact on library service recovery effects(satisfaction after recovery,willingness to use the library again,word-of-mouth communication intention)through the users' perceived fairness in the process of service recovery.The relationship quality between readers and library will have a positive impact on the users' willingness to use the library again and the positive word-of-mouth communication intention through the users' participation in the process of service recovery.(3)The severity of the service failure of the library will have a negative impact on the user satisfaction after the recovery.Service failure and the negative emotions caused by the failures have no significant effect on the users' willingness to use the library again and the positive word-of-mouth communication intention after the service recovery.Based on the above,this study puts forward some suggestions to improve the service recovery effect of university library.