공공도서관의 관료제적 특성이 서비스 품질에 미치는 영향 연구
A Study on the Effects of Bureaucratic Characteristics on Service Quality in Public Libraries
0
조회
0
다운로드
1
인용
0
참고문헌
키워드
초록
본 연구는 공공도서관의 대표적 조직 특성 중 하나를 관료제로 보고, 이것이 서비스 품질을 바탕으로 한 성과에 미치는 영향을 분석하였다. 이를 위해 한국의 수도권에 위치한 8개 공공도서관의 이용자를 대상으로 설문조사를 실시하여 각 도서관의 서비스 품질을 조사하였고 사서를 통해 각 도서관의 관료제 특성을 조사하였다. 이를 바탕으로 관료제 특성이 서비스 품질에 미치는 영향을 분석하였다. 분석 결과, 관료제 및 탈관료제 특성들은 모두 서비스 품질에 영향을 미치는 인과 관계가 있는 것으로 나타났다. 특히, 관료제 특성들의 조합은 서비스 품질에 영향을 미치는 것으로 분석되었다. 이와 함께 관료제 특성 중 규칙 체계는 서비스 품질에 중요한 영향을 미치는 것으로 나타났다. 본 연구는 공공도서관 조직이 양질의 서비스를 생산하는 데 필요한 관료제 특성을 실증 연구를 통하여 제시하였다는 데 의의가 있다.
Abstract
This study treats bureaucracy as one of the main systematic characteristics of public libraries and analyzes the effects on performance based on service quality. Doing this analysis, we investigated the service quality of each library by conducting a questionnaire survey from users of eight public libraries in Seoul metropolitan area of South Korea. We also measured the bureaucratic characteristics of the libraries through another questionnaire survey from librarians. Then based on the survey data, it is analyzed how bureaucratic characteristics affect service quality. According to the analysis results, bureaucratic and post-bureaucratic characteristics had causal relationships with service quality. Especially, several combinations of the characteristics affected service quality. In addition, among the characteristics, a system of rules was more important in the relationship with service quality. This study is meaningful to consider bureaucratic characteristics for public library organizations to produce a high-quality service through empirical research.
참고문헌 (42)
- 金明中, "學校組織의 官僚化 程度와 敎師의 官僚·專門志向性 및 職務滿足과의 관계", 석사, pp.1989
- "2018년 기준 통계결과표(공공)" (2018), 문화체육관광부 국가도서관통계시스템[URL]
- 배혜영, "학교의 관료화, 교사의 전문지향성이 교사의 학교조직몰입에 미치는 영향", 석사, 교육행정및고등교육, pp.2010
- 元隆喜, "호텔從事員의 職務滿足과 서비스提供水準 및 成果에 관한 연구 : 서울地域 特1級호텔을 중심으로", 박사, 경영학, pp.1992
- 황현주, "학교 조직의 관료화 정도와 학생 성취", 석사, 일반사회교육, pp.1996
- Aiken, M., "Organizational alienation : A comparative analysis", American Sociological Review, 31(4), pp.497~507 (1966)[DOI]
- "LibQUAL+ 2019 Survey" (2019)[URL]
- Bernfeld, B., "Developing a team management structure in a public library", Library Trends, 53(1), pp.112~128 (2004)
- Blau, P. M., "Bureaucracy in Modern Society" (1987), McGraw-Hill
- Bolin, M., "An empirical study of bureaucratic and post-bureaucratic characteristics in 90 workplaces", Economic and Industrial Democracy, 29(4), pp.541~564 (2008)[DOI]
- Boyd, D. A., "Leadership, Organizational Dynamics and Rate of Change in Selected Public Libraries in the Northeastern United States", Doctor, pp.1979
- Bundy, M. L., "Professionalism reconsidered", College & Research Libraries, 29(1), pp.5~26 (1968)[DOI]
- Bundy, M. L., "Conflict in libraries", College & Research Libraries, 27(4), pp.253~262 (1966)[DOI]
- Castells, M., "The Rise of the Network Society" (2000), Blackwell Publishers
- Daft, R. L., "Management" (2018), Cengage Learning
- Daft, R. L., "Organization Theory and Design" (2021), Cengage
- Evans, G. E., "Management Basics for Information Professions" (2020), ALA Neal-Schuman
- Griffin, R. W., "Fundamentals of Management" (2019), Cengage
- Gulati, R., "Management: An Integrated Approach" (2017), Cengage
- Hall, R. H., "An Empirical Study of Bureaucratic Dimensions and Their Relation to Other Organizational Characteristics", Doctor, pp.1961
- Hall, R. H., "The concept of bureaucracy : An empirical assessment", The American Journal of Sociology, 69(1), pp.32~40 (1963)
- Howard, H. A., "Organizational structure and innovation in academic libraries", College &Research Library, 42(5), pp.425~434 (1981)[DOI]
- Hughes, O. E., "Public Management and Administration: An Introduction" (2018), Red Globe Press
- Jordan-Makely, C., "Libraries as bureaucracies : A SWOT analysis", Library Management, 40(5), pp.294~304 (2019)[DOI]
- Kyrillidou, M., "Item Sampling in Service Quality Assessment Surveys to Improve Response Rates and Reduce Respondent Burden: The “LibQUAL+® Lite” Randomized Control Trial (RCT)", Doctor, pp.2009
- Lynch, B. P., "Libraries as bureaucracies", Library Trends, 27(3), pp.259~268 (1979)
- Maag, A. F., "Some Correlates of Program Change in Large Academic Libraries", Doctor, pp.1975
- Martin, W. B., "Measuring and improving your service quality", The Cornell Hotel and Restaurant Administration Quarterly, 27(1), pp.80~87 (1986)[DOI]
- Moran, B. B., "Library and Information Center Management" (2018), Libraries Unlimited
- National Economic Development Office, "Changing Working Patterns: How Companies Achieve Flexibility to Meet New Needs" (1986), NEDO
- Olorunsola, R., "Libraries as bureaucracies : The viewpoints of librarians", Library Management, 21(1), pp.42~48 (2000)[DOI]
- Parasuraman, A., "A conceptual model of service quality and its implications for future research", Journal of Marketing, 49, pp.41~50 (1985)[DOI]
- Parasuraman, A., "SERVQUAL : A multiple-item scale for measuring customer perceptions of service quality", Journal of Retailing, 64(1), pp.12~40 (1988)
- Piore, M. J., "The Second Industrial Divide: Possibilities for Prosperity" (1984), Basic Books
- Punch, K. F., "Bureaucratic structure in schools : Towards redefinition and measurement", Educational Administration Quality, 5(2), pp.43~57 (1969)[DOI]
- Rayward, W. B., "Libraries as organizations", College & Research Libraries, 30(4), pp.312~326 (1969)[DOI]
- Stoffle, C. J., "From surviving to thriving", Journal of library administration, 51(1), pp.130~155 (2010)[DOI]
- Tse, E. C., "An empirical analysis of organizational structure and financial performance in the restaurant industry", International Journal of Hospitality Management, 10(1), pp.59~72 (1991)[DOI]
- Usherwood, B., "Professional values in a bureaucratic structure-revisited", Library Review, 56(8), pp.674~677 (2007)[DOI]
- Usherwood, R. C., "Professional values in a bureaucratic structure", Library Review, 29(1), pp.8~14 (1980)[DOI]
- Wren, D. A., "The Evolution of Management Thought" (2020), Wiley
- Øgaard, T, "Perceptions of organizational structure in the hospitality industry : Consequences for commitment, job satisfaction and perceived performance", Tourism Management, 29(4), pp.661~671 (2008)[DOI]
