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Your search keyword '"Dong-Geun Oh"' showing total 2 results
Start Over Author "Dong-Geun Oh" Publisher elsevier bv
2 results on '"Dong-Geun Oh"'

2. Complaining behavior of public library users in South Korea

Author

Dong-Geun Oh

Subjects
Antecedent (grammar), Service (business), Service quality, Library services, Applied psychology, Complaint, Word of mouth, Academic library, Advertising, Library and Information Sciences, Psychology, Information Systems
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.

Published
2003

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