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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
  • Abbr : JKLISS
  • 2004, 35(4), pp.129-147
  • Publisher : Korean Library And Information Science Society
  • Research Area : Interdisciplinary Studies > Library and Information Science

Oh, Dong-Geun 1

1계명대학교

Accredited

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.

Citation status

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