한국문헌정보학회지 (Journal of the Korean Society for Library and Information Science)

한국문헌정보학회 (Korean Society For Library And Information Science)
권호 표지
DOI QR코드

DOI QR Code

공공도서관의 관료제적 특성이 서비스 품질에 미치는 영향 연구

A Study on the Effects of Bureaucratic Characteristics on Service Quality in Public Libraries

  • 투고 : 2022.07.23
  • 심사 : 2022.08.12
  • 발행 : 2022.08.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

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.

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.

키워드

참고문헌

  1. Bae, Hye-Young (2010). The Effect of School Organization Bureaucratization and Teacher's Professional Orientation on the Teachers' School Organization Commitment. Master's thesis, Korea University, Seoul, Korea.
  2. Hwang, Hyun-Joo (1996). Bureaucratic Level and Students' Accomplishments in School Organization. Master's thesis, Sookmyung Women's University, Seoul, Korea.
  3. Kim, Myung-Jung (1989). The Relationships on the Degree of School Bureaucratization, Teachers' Professional and Bureaucratic Orientation, and Job Satisfaction. Master's thesis, Chungnam National University, Daejeon, Korea.
  4. National Library Statistics System. Statistical Result Table as of 2018 (public). Available: https://www.libsta.go.kr/statistics/public/stat#
  5. Won, Yoong-Hee (1992). A Study of the Hotel Employees's Job Satisfaction, Service Delivery Level and Performance. Doctorial dissertation, Sejong University, Seoul, Korea.
  6. Aiken, M. & Hage, J. (1966). Organizational alienation: A comparative analysis. American Sociological Review, 31(4), 497-507. https://doi.org/10.2307/2090773
  7. Association of Research Libraries (ARL). (2019). LibQUAL+ 2019 Survey. Available: https://www.libqual.org/documents/LibQual/notebooks/272_6.pdf
  8. Bernfeld, B. (2004). Developing a team management structure in a public library. Library Trends, 53(1), 112-128.
  9. Blau, P. M. & Meyer, M. W. (1987). Bureaucracy in Modern Society. 3rd ed. New York, NY: McGraw-Hill.
  10. Bolin, M. & Harenstam, A. (2008). An empirical study of bureaucratic and post-bureaucratic characteristics in 90 workplaces. Economic and Industrial Democracy, 29(4), 541-564. https://doi.org/10.1177/0143831X08096228
  11. Boyd, D. A. (1979). Leadership, Organizational Dynamics and Rate of Change in Selected Public Libraries in the Northeastern United States. Doctorial dissertation, Rutgers University, New Jersey, USA.
  12. Bundy, M. L. & Wasserman, P. (1968). Professionalism reconsidered. College & Research Libraries, 29(1), 5-26. https://doi.org/10.5860/crl_29_01_5
  13. Bundy, M. L. (1966). Conflict in libraries. College & Research Libraries, 27(4), 253-262. https://doi.org/10.5860/crl_27_04_253
  14. Castells, M. (2000). The Rise of the Network Society. 2nd ed. Malden, Mass: Blackwell Publishers.
  15. Daft, R. L. (2018). Management. 13th ed. Boston, MA: Cengage Learning.
  16. Daft, R. L. (2021). Organization Theory and Design. 13th ed. Boston, MA: Cengage.
  17. Evans, G. E. & Greenwell, S. (2020). Management Basics for Information Professions. 4th ed. Chicago, IL: ALA Neal-Schuman.
  18. Griffin, R. W. (2019). Fundamentals of Management. 9th ed. Boston, MA: Cengage.
  19. Gulati, R., Mayo, A. J., & Nohria, N. (2017). Management: An Integrated Approach. 2nd ed. Boston, MA: Cengage.
  20. Hall, R. H. (1961). An Empirical Study of Bureaucratic Dimensions and Their Relation to Other Organizational Characteristics. Doctorial dissertation, Ohio state university, Ohio, USA.
  21. Hall, R. H. (1963). The concept of bureaucracy: An empirical assessment. The American Journal of Sociology, 69(1), 32-40. https://doi.org/10.1086/223508
  22. Howard, H. A. (1981). Organizational structure and innovation in academic libraries. College & Research Library, 42(5), 425-434. https://doi.org/10.5860/crl_42_05_425
  23. Hughes, O. E. (2018). Public Management and Administration: An Introduction. 5th ed. London, UK: Red Globe Press.
  24. Jordan-Makely, C. (2019). Libraries as bureaucracies: A SWOT analysis. Library Management, 40(5), 294-304. https://doi.org/10.1108/LM-03-2018-0019
  25. Kyrillidou, M. (2009). Item Sampling in Service Quality Assessment Surveys to Improve Response Rates and Reduce Respondent Burden: The "LibQUAL+® Lite" Randomized Control Trial (RCT). Doctorial dissertation, University of Illinois, Illinois, USA.
  26. Lynch, B. P. (1979). Libraries as bureaucracies. Library Trends, 27(3), 259-268.
  27. Maag, A. F. (1975). Some Correlates of Program Change in Large Academic Libraries. Doctorial dissertation, Ohio State University, Ohio, USA.
  28. Martin, W. B. (1986). Measuring and improving your service quality. The Cornell Hotel and Restaurant Administration Quarterly, 27(1), 80-87. https://doi.org/10.1177/001088048602700120
  29. Moran, B. B. & Morner, C. J. (2018). Library and Information Center Management. 9th ed. Santa Barbara, CA: Libraries Unlimited.
  30. National Economic Development Office. (1986). Changing Working Patterns: How Companies Achieve Flexibility to Meet New Needs. London, UK: NEDO.
  31. Olorunsola, R. (2000). Libraries as bureaucracies: The viewpoints of librarians. Library Management, 21(1), 42-48. https://doi.org/10.1108/01435120010305627
  32. Parasuraman, A., Zeithaml, V. A., & Berry L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50. https://doi.org/10.2307/1251430
  33. Parasuraman, A., Zeithaml, V. A., & Berry L. L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  34. Piore, M. J. & Sabel C. F. (1984). The Second Industrial Divide: Possibilities for Prosperity. New York, NY: Basic Books.
  35. Punch, K. F. (1969). Bureaucratic structure in schools: Towards redefinition and measurement. Educational Administration Quality, 5(2), 43-57. https://doi.org/10.1177/0013131X6900500204
  36. Rayward, W. B. (1969). Libraries as organizations. College & Research Libraries, 30(4), 312-326. https://doi.org/10.5860/crl_30_04_312
  37. Stoffle, C. J. & Cheryl, C. (2010). From surviving to thriving. Journal of library administration, 51(1), 130-155. https://doi.org/10.1080/01930826.2011.531645
  38. Tse, E. C. (1991). An empirical analysis of organizational structure and financial performance in the restaurant industry. International Journal of Hospitality Management, 10(1), 59-72. https://doi.org/10.1016/0278-4319(91)90007-5
  39. Usherwood, B. (2007). Professional values in a bureaucratic structure - revisited. Library Review, 56(8), 674-677. https://doi.org/10.1108/00242530710818009
  40. Usherwood, R. C. (1980). Professional values in a bureaucratic structure. Library Review, 29(1), 8-14. https://doi.org/10.1108/eb012699
  41. Wren, D. A. & Bedeian, A. G. (2020). The Evolution of Management Thought. 8th ed. Hoboken, NJ: Wiley.
  42. Ogaard, T., Marnburg, E., & Larsen, S. (2008). Perceptions of organizational structure in the hospitality industry: Consequences for commitment, job satisfaction and perceived performance. Tourism Management, 29(4), 661-671. https://doi.org/10.1016/j.tourman.2007.07.006