Complaining behavior of public library users in South Korea

被引:24
作者
Oh, DG [1 ]
机构
[1] Kei Myung Univ, Dept Lib & Informat Studies, Dalseo Ku, Taegu 704701, South Korea
关键词
D O I
10.1016/S0740-8188(02)00165-2
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
This-study investigates the complaining behavior of 456 public library users in a major city in South Korea and shows that the complaining behavior model developed in the marketing field can be applied to public libraries. There were statistically significant relationships between difficulty of complaining and negative word-of-mouth, and between external attribution and most of complaint responses. This study suggests that "perception of free use" is an import-ant variable to explain the complaining behavior of Korean public library users. (C) 2003 Elsevier Science Inc. All rights reserved.
引用
收藏
页码:43 / 62
页数:20
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