Descriptor: "*LIBRARY users" / Publisher: elsevier b.v. / Topic: behavior / Region: south korea - Searchworks@Jio Institute Digital Library Search Results

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Start Over Descriptor "*LIBRARY users" Topic behavior Region south korea Publisher elsevier b.v.

Author: Oh, Dong-Geun
Subjects: *PSYCHOLOGY of library users, *BEHAVIOR, *LIBRARY users, *ACADEMIC libraries, *LIBRARY science, *CUSTOMER services, *CONSUMER complaints
Abstract: This study investigates the influences of the antecedent factors on the complaints and resulting behaviors of 582 university library users in South Korea. There were statistically significant relationships between personal norms and negative word of mouth and indirect voice behaviors, between service importance and negative word-of-mouth behavior, and between perceived severity of dissatisfaction and most of the specific complaint responses. [ABSTRACT FROM AUTHOR]
Published: 2004
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