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Journal of Korean Library and Information Science Society

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Vol.35 No.4
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Negative Word-of-Mouth of the Public Library Users in Daegu Metropolitan City

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2004, v.35 no.4, pp.129-147

(2004). Negative Word-of-Mouth of the Public Library Users in Daegu Metropolitan City. Journal of Korean Library and Information Science Society, 35(4), 129-147.
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Abstract

This study is to investigate extensively the negative word-of-mouth responses and intentions of the public library users. It selects and analyzes empirically some of the antecedents of the complaining behaviors including severity of dissatisfaction, attitude toward complaining, difficulty of the complaining, likelihood of success, product/service importance, external attributions, loyalty, and former experience of complaining. Final data through questionaries are obtained from 487 unsatisfied adult public library users in Taegu Metropolitan City, 443 of them analysed with SPSS 12.0 for Windows.

keywords
Complaining Experience, Consumer Complaining behavior, Negative Word-of-Mouth, Public Library, User Study, 공공도서관, 부정적 구전, 불만족의 강도, 불평경험, 불평비용, 불평태도, 불평행동, 서비스의 중요성, 충성도, Complaining Experience, Consumer Complaining behavior, Negative Word-of-Mouth, Public Library, User Study

Journal of Korean Library and Information Science Society

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