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Complaining behavior of public library users in South Korea · Study

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ArticleComplaining behavior of public library users in South Korea

Dong‐Geun Oh2003

Article2003

Complaining behavior of public library users in South Korea

54 citations·0/0 files stored·Library & Information Science Research

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Customer Service Quality and Loyalty Library Science and Administration Web and Library Services

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References

1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior 1984Consumer Reactions to Product Failure: An Attributional Approach 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues 1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions 1990Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories 1990A typology of consumer dissatisfaction response styles

Cited by

2006Complaining intentions and their relationships to complaining behavior of academic library users in South Korea 2015Modelling influential factors on customer loyalty in public libraries: a study of West Iran 2011Predicting and explaining complaint intention and behaviour of Malaysian consumers: an application of the planned behaviour theory

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Details

Year2003

Typearticle

Published2003-03-01

VenueLibrary & Information Science Research

ISSN-L0164-0763

Languageen

Citations54

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0740-8188(02)00165-2

openalex_workW2076775619

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