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Vol.32 No.1
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도서관.정보센터 이용자 불평행동의 선행요인과 유형

Antecedents of Complaining Behavior and Complaint Responses of Library and Information Center Users

한국도서관·정보학회지 / Journal of Korean Library and Information Science Society, (P)2466-2542;
2001, v.32 no.1, pp.261-283
오동근 (계명대학교 문헌정보학과)
오동근. (2001). 도서관.정보센터 이용자 불평행동의 선행요인과 유형. 한국도서관·정보학회지, 32(1), 261-283.
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Abstract

This study investigates the antecedents of the complaining behaviors and complaint responses of the library and information center users based on the theoretical backgrounds and suggests eight propositions and conceptual model for the library and information center. It examines as the antecedents, satisfaction/dissatisfaction, attitude toward complaining, likelihood of success, materials/facilities/service importance, attribution, loyalty, and justices; and as complaint responses. exit, voice(redress seeking), negative word-of-mouth, and third party complaints.

keywords
귀인, 만족/불만족, 불평행동, 불평행동의 선행요인, 불평행동의 유형

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