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

도서관.정보센터 이용자 불평행동의 선행요인과 유형

  • 오동근 (계명대학교 문헌정보학과)
  • Published : 2001.03.01

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.

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