Complaining Behavior of Academic Library Users in South Korea

Complaining Behavior of Academic Library Users in South Korea

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 servic...

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Veröffentlicht in:The Journal of academic librarianship 2004-03, Vol.30 (2), p.136-144
1. Verfasser: Oh, Dong-Geun
Format: Artikel
Sprache:eng
Schlagworte:
Academic Libraries
Behavior
Behavior Patterns
Complaints
Emotional Response
Exact sciences and technology
Foreign Countries
Information and communication sciences
Information science. Documentation
Libraries
Library and information science. General aspects
Library Services
Research Libraries
Sciences and techniques of general use
South Korea
University libraries
Use and user studies. Information needs
User satisfaction
User Satisfaction (Information)
User surveys
Users
Users (Information)
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Beschreibung
Zusammenfassung: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.
ISSN:0099-1333
1879-1999
DOI:10.1016/j.acalib.2004.01.004