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Willard Marriott Library. The review enabled us to better understand the types of questions asked at our service points and resulted in a new set of codes for categorizing reference transactions that focus on recording the kinds of expertise needed to answer each question. We describe the differences between our model and other scales for collecting reference questions. 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}, "creatorSummary": "Ishii and Markman", "parsedDate": "2016-09", "numChildren": 2 }, "data": { "key": "RPCMQUR8", "version": 27, "itemType": "journalArticle", "title": "Online customer service and emotional labor: An exploratory study", "creators": [ { "creatorType": "author", "firstName": "Kumi", "lastName": "Ishii" }, { "creatorType": "author", "firstName": "Kris M.", "lastName": "Markman" } ], "abstractNote": "The recent growth of service industries as well as the rise of e-commerce has increased the number of online customer service workers. Research on face-to-face service work has shown that these workers are expected to display certain emotions in the course of their work, a phenomenon known as emotional labor. However, little is known about emotional communication among online customer service workers. We explored emotional labor in an online context by examining the degree of emotional presence in mediated service interactions and its relationship with workers' acting strategies (i.e., surface acting, deep acting). Further, we examined if emotional presence and acting strategies predict job satisfaction as well as burnout. Data collected from 130 online customer service workers indicated that they perceive the highest emotional presence in phone conversations, followed by email and chat. Although there was little relationship between emotional presence and acting strategies, those who engage in surface acting are less satisfied with their job and more likely to experience burnout. In addition, those who feel a higher degree of emotional presence over the phone tend to experience higher job satisfaction and less burnout. These findings suggest that online customer service workers also engage in emotional labor.", "publicationTitle": "Computers in Human Behavior", "publisher": "", "place": "", "date": "September 2016", "volume": "62", "issue": "", "section": "", "partNumber": "", "partTitle": "", "pages": "658-665", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Computers in Human Behavior", "DOI": "10.1016/j.chb.2016.04.037", "citationKey": "", "url": "http://www.sciencedirect.com/science/article/pii/S0747563216303120", "accessDate": "2016-12-07T22:11:26Z", "PMID": "", "PMCID": "", "ISSN": "0747-5632", "archive": "", "archiveLocation": "", "shortTitle": "Online customer service and emotional labor", "language": "", "libraryCatalog": "ScienceDirect", "callNumber": "", "rights": "", "extra": "", "tags": [ { "tag": "Deep acting", "type": 1 }, { "tag": "Emotional labor", "type": 1 }, { "tag": "Emotional presence", "type": 1 }, { "tag": "Online customer service", "type": 1 }, { "tag": "Surface acting", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2016-12-07T22:11:26Z", "dateModified": "2016-12-07T22:11:26Z" } }, { "key": "TFWE7VXW", "version": 26, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/TFWE7VXW", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/TFWE7VXW", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1818024, "username": "emilyzoemann", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/emilyzoemann", "type": "text/html" } } }, "numChildren": 0 }, "data": { "key": "TFWE7VXW", "version": 26, "itemType": "webpage", "title": "Films On Demand - Emotional Intelligence: Leadership Essentials", "creators": [], "abstractNote": "", "websiteTitle": "", "websiteType": "", "date": "", "publisher": "", "place": "", "DOI": "", "citationKey": "", "url": "http://fod.infobase.com/p_ViewVideo.aspx?xtid=124087&tScript=0", "accessDate": "2016-12-07T14:51:44Z", "shortTitle": "", "language": "", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2016-12-07T14:51:44Z", "dateModified": "2016-12-07T14:51:44Z" } }, { "key": "6VZQ85EU", "version": 25, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/6VZQ85EU", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/6VZQ85EU", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/627130/items/USG5UUWR", "type": "application/json" } }, "meta": { "createdByUser": { "id": 1818024, "username": "emilyzoemann", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/emilyzoemann", "type": "text/html" } } }, "numChildren": 0 }, "data": { "key": "6VZQ85EU", "version": 25, "parentItem": "USG5UUWR", "itemType": "note", "note": "

I think having them read first chapter

", "tags": [], "relations": {}, "dateAdded": "2016-12-03T18:42:37Z", "dateModified": "2016-12-03T18:42:46Z" } }, { "key": "USG5UUWR", "version": 24, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/USG5UUWR", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/USG5UUWR", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1818024, "username": "emilyzoemann", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/emilyzoemann", "type": "text/html" } } }, "creatorSummary": "Matthews et al.", "parsedDate": "2011", "numChildren": 2 }, "data": { "key": "USG5UUWR", "version": 24, "itemType": "book", "title": "Emotional Intelligence 101", "creators": [ { "creatorType": "author", "firstName": "Gerald", "lastName": "Matthews" }, { "creatorType": "author", "firstName": "Richard D.", "lastName": "Roberts" }, { "creatorType": "author", "firstName": "Moshe", "lastName": "Zeidner" } ], "abstractNote": "As the first science-based introduction to the topic, this latest addition to The Psych 101 Series discusses one of the most pivotal new psychological concepts of the twenty-first century: emotional intelligence (EI). Concise yet comprehensive, it provides a critical but balanced account of this new research area, emphasizing what psychologists can learn from the emerging science of EI and how it may help treat mental illness and delinquency, among other issues. An appropriate text for students and practitioners alike, it presents an even-handed appraisal of EI programs, focusing on both their potential and their limitations.Key Features:Discusses how EI can improve student learning and enhance key work skills such as communication and teamworkCovers key research issues, including methods for measuring EI, its overlap with conventional ability and personality traits, and the validity of testing for EIReviews applied studies and the contribution that research on EI may make to address real-world personal and societal problemsExamines the main conceptual, measurement, and research issues identified in various lines of research, most conducted within the last ten years", "series": "Psych 101", "seriesNumber": "", "volume": "", "numberOfVolumes": "", "edition": "", "date": "2011", "publisher": "Springer Publishing Company", "place": "New York", "originalDate": "", "originalPublisher": "", "originalPlace": "", "format": "", "numPages": "", "ISBN": 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reference technology, library type and size, and service quality. Analysis of the 606 response sets reveals trends toward reduced use of librarians and increased use of student staff at in-person service points, widespread increases in appointment-based and self-service reference, intensive efforts to reduce demand for reference by improving library instruction, and general improvements in reference service quality. Factors strongly associated with decreases or increases in quality are discussed in detail and implications for reference managers are provided.", "publicationTitle": "Journal of Library Administration", "publisher": "", "place": "", "date": "August 17, 2016", "volume": "56", "issue": "6", "section": "", "partNumber": "", "partTitle": "", "pages": "673-696", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "", "DOI": "10.1080/01930826.2015.1109879", "citationKey": "", "url": "http://dx.doi.org/10.1080/01930826.2015.1109879", "accessDate": "2016-10-24T20:12:34Z", "PMID": "", "PMCID": "", "ISSN": "0193-0826", "archive": "", "archiveLocation": "", "shortTitle": "Recent Changes to Reference Services in Academic Libraries and Their Relationship to Perceived Quality", "language": "", "libraryCatalog": "Taylor and Francis+NEJM", "callNumber": "", "rights": "", "extra": "", "tags": [ { "tag": "academic libraries", "type": 1 }, { "tag": "innovations", "type": 1 }, { "tag": "quality", "type": 1 }, { "tag": "reference services", "type": 1 }, { "tag": "staffing models", "type": 1 }, { "tag": "technology", "type": 1 }, { "tag": "trends", "type": 1 } ], "collections": [ "CTW9MEI5" ], "relations": {}, "dateAdded": "2016-10-24T20:12:34Z", "dateModified": "2016-10-24T20:12:34Z" } }, { "key": "3XQ8994C", "version": 18, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/3XQ8994C", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/3XQ8994C", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/627130/items/Q5RHHWMH", "type": "application/json" } }, "meta": { "createdByUser": { "id": 2105678, "username": "lindseywharton", "name": "Lindsey Wharton", "links": { "alternate": { "href": "https://www.zotero.org/lindseywharton", "type": "text/html" } } } }, "data": { "key": "3XQ8994C", "version": 18, "parentItem": "Q5RHHWMH", "itemType": "attachment", "linkMode": "linked_url", "title": "Snapshot", "accessDate": "2016-10-13T20:31:20Z", "url": "https://www.journals.ala.org/rusq/article/view/6091", "note": "", "contentType": "text/html", "charset": "", "tags": [], "relations": {}, "dateAdded": "2016-10-13T20:31:20Z", "dateModified": "2016-10-13T20:31:20Z" } }, { "key": "P8BQZ4XF", "version": 18, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/P8BQZ4XF", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/P8BQZ4XF", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/627130/items/Q5RHHWMH", "type": "application/json" } }, "meta": { "createdByUser": { "id": 2105678, "username": "lindseywharton", "name": "Lindsey Wharton", "links": { "alternate": { "href": "https://www.zotero.org/lindseywharton", "type": "text/html" } } } }, "data": { "key": "P8BQZ4XF", "version": 18, "parentItem": "Q5RHHWMH", "itemType": "attachment", "linkMode": "linked_url", "title": "Full Text PDF", "accessDate": "2016-10-13T20:31:20Z", "url": "https://www.journals.ala.org/rusq/article/download/6091/7836", "note": "", "contentType": "application/pdf", "charset": "", "tags": [], "relations": {}, "dateAdded": "2016-10-13T20:31:20Z", "dateModified": "2016-10-13T20:31:20Z" } }, { "key": "Q5RHHWMH", "version": 18, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/Q5RHHWMH", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/Q5RHHWMH", "type": "text/html" } }, "meta": { "createdByUser": { "id": 2105678, "username": "lindseywharton", "name": "Lindsey Wharton", "links": { "alternate": { "href": "https://www.zotero.org/lindseywharton", "type": "text/html" } } }, "creatorSummary": "Côté et al.", "parsedDate": "2016-09-23", "numChildren": 2 }, "data": { "key": "Q5RHHWMH", "version": 18, "itemType": "journalArticle", "title": "Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library", "creators": [ { "creatorType": "author", "firstName": "Maryvon", "lastName": "Côté" }, { "creatorType": "author", "firstName": "Svetlana", "lastName": "Kochkina" }, { "creatorType": "author", "firstName": "Tara", "lastName": "Mawhinney" } ], "abstractNote": "Since their inception, virtual reference services have evolved considerably and are now a significant component of library services in many types of library environments. The current paper reports on a study undertaken at a research-intensive academic library that analyzed and evaluated a decade-old virtual reference service. The main goal of the study was to obtain a broad and comprehensive picture of the current service, grounded in the actual day-to-day provision, usage, and organization of the service. The group of librarians involved in the study developed a feasible, efficient, and adaptable methodology for assessing and evaluating a virtual reference service. The developed methodology that combines qualitative and quantitative methods can be used and applied for a similar evaluation of the service in any type of library environment.", "publicationTitle": "Reference & User Services Quarterly", "publisher": "", "place": "", "date": "2016/09/23", "volume": "56", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "36-46", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "", "DOI": "10.5860/rusq.56n1.36", "citationKey": "", "url": "https://www.journals.ala.org/rusq/article/view/6091", "accessDate": "2016-10-13T20:31:20Z", "PMID": "", "PMCID": "", "ISSN": "1094-9054", "archive": "", "archiveLocation": "", "shortTitle": "Do You Want to Chat?", "language": "en", "libraryCatalog": "www.journals.ala.org", "callNumber": "", "rights": "Copyright (c) 2016 American Library Association", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2016-10-13T20:31:20Z", "dateModified": "2016-10-13T20:31:20Z" } }, { "key": "HVUIXZ9U", "version": 17, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/HVUIXZ9U", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/HVUIXZ9U", "type": "text/html" }, "up": { "href": "https://api.zotero.org/groups/627130/items/X2S68SEJ", "type": "application/json" } }, "meta": { "createdByUser": { "id": 1818024, "username": "emilyzoemann", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/emilyzoemann", "type": "text/html" } } }, "numChildren": 0 }, "data": { "key": "HVUIXZ9U", "version": 17, "parentItem": "X2S68SEJ", "itemType": "note", "note": "

\"spreading virus of good feeling\" ix

\n

 

", "tags": [], "relations": {}, "dateAdded": "2016-10-07T15:37:03Z", "dateModified": "2016-10-07T15:39:50Z" } }, { "key": "X2S68SEJ", "version": 16, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/X2S68SEJ", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/X2S68SEJ", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1818024, "username": "emilyzoemann", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/emilyzoemann", "type": "text/html" } } }, "creatorSummary": "Goleman", "parsedDate": "1995", "numChildren": 1 }, "data": { "key": "X2S68SEJ", "version": 16, "itemType": "book", "title": "Emotional intelligence", "creators": [ { "creatorType": "author", "firstName": "Daniel", "lastName": "Goleman" } ], "abstractNote": "\"Is IQ destiny? Not nearly as much as we think. Daniel Goleman's fascinating and persuasive book argues that our view of human intelligence is far too narrow, ignoring a crucial range of abilities that matter immensely in terms of how we do in life.\" \"Drawing on groundbreaking brain and behavioral research, Goleman shows the factors at work when people of high IQ flounder and those of modest IQ do surprisingly well. These factors add up to a different way of being smart - one he terms \"emotional intelligence.\" Emotional intelligence includes self-awareness and impulse control, persistence, zeal and self-motivation, empathy and social deftness.\" \"These are the qualities that mark people who excel in real life: whose intimate relationships flourish, who are stars in the workplace. These are also the hallmarks of character and self-discipline, of altruism and compassion - basic capacities needed if our society is to thrive.\" \"Emotional intelligence is not fixed at birth. Goleman's argument is based on a highly original synthesis of current research, including new insights into the brain architecture underlying emotion and rationality. He shows precisely how emotional intelligence can be nurtured and strengthened in all of us. And because the emotional lessons a child learns actually sculpt the brain's circuitry, Goleman provides detailed guidance as to how parents and schools can be use this window of opportunity in childhood.\"--BOOK JACKET", "series": "", "seriesNumber": "", "volume": "", "numberOfVolumes": "", "edition": "", "date": "1995", "publisher": "Bantam Books", "place": "New York", "originalDate": "", "originalPublisher": "", "originalPlace": "", "format": "", "numPages": "352", "ISBN": "978-0-553-09503-6", "DOI": "", "citationKey": "", "url": "", "accessDate": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "Library Catalog (Mango)", "callNumber": "BF561 .G65 1995", "rights": "", "extra": "The emotional brain -- The nature of emotional intelligence -- Emotional intelligence applied -- Windows of opportunity -- Emotional literacy", "tags": [ { "tag": "Cognition", "type": 1 }, { "tag": "Emotional intelligence", "type": 1 }, { "tag": "Emotions", "type": 1 }, { "tag": "Emotions and cognition", "type": 1 }, { "tag": "Intelligence émotionnelle", "type": 1 }, { "tag": "Social aspects", "type": 1 }, { "tag": "Émotions et cognition", "type": 1 } ], "collections": [], "relations": {}, "dateAdded": "2016-10-07T15:36:53Z", "dateModified": "2016-10-07T15:36:53Z" } }, { "key": "4KVIDHSZ", "version": 15, "library": { "type": "group", "id": 627130, "name": "FSU Virtual Reference", "links": { "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/627130/items/4KVIDHSZ", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/fsu_virtual_reference/items/4KVIDHSZ", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1818024, "username": "emilyzoemann", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/emilyzoemann", "type": "text/html" } } }, "creatorSummary": "Harmeyer", "parsedDate": "2016-07-02", "numChildren": 0 }, "data": { "key": "4KVIDHSZ", "version": 15, "itemType": "journalArticle", "title": "Reference Chat: Filling a Space in a Beautiful Way", "creators": [ { "creatorType": "author", "firstName": "Dave", "lastName": "Harmeyer" } ], "abstractNote": "This column is a collection of reference interview stories within a number of diverse mediums (chat, phone, face-to-face, immersive environments) sharing one librarian’s dialogues with a host of patrons. 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