Complaining behavior of academic library users in South Korea

Journal of Academic Librarianship

Volumn 30, Issue 2, 2004, Pages 136-144

  Oh, Dong Geun ^a  

^a Keimyung University   (South Korea)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 1642445465     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.acalib.2004.01.004     Document Type: Article

References (51)

1. Hermon Peter Altman Ellen Assessing Service Quality: Satisfying the Expectations of Library Customers 1998 xv ALA Chicago
2. Oh Dong-Geun "Complaining Behavior of Public Library Users in South Korea" Library and Information Science Research 25 2003 43-62
3. I b i d.
4. For the literature review on complaining behavior, see the article by Oh (Ibid., pp. 45-46).
5. I b i d.
6. Prakash Ved "Intensity of Dissatisfaction and Consumer Complaint Behaviors" Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 4 1991 110-122
7. See, for instance Gronhaug Kjell "Exploring Consumer Complaining Behavior: A Model and Some Empirical Results" Advances in Consumer Research 4 1977 159-165
8. Blodgett Jeffery G. Wakefield Kirk L. Barnes James H. "The Effects of Customer Service on Consumer Complaining Behavior" Journal of Service Marketing 9 1995 31-42
9. See, for instance, William O. Bearden & Barry Mason, "An Investigation of Influenceson Consumer Complaint Reports" Advances in Consumer Research 11 (1984): 490-495
10. Ralph L. Day, "Modeling Choices among Alternative Responses to Dissatisfaction" Advances in Consumer Research 11 (1984): 496-499
11. Richins M.L. An Investigation of Consumers' Attitudes toward Complaining Advances in Consumer Research 9 1982 502-506
12. Ibid., p. 505.
13. Singh Jagdip "A Typology of Consumer Dissatisfaction Response Style" Journal of Retailing 66 1990 57-99
14. Blodgett Jeffrey G. Granbois Donald H. "Toward an Integrated Conceptual Model of Consumer Complaining Behavior" Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 5 1992 93-103
15. Granbois D. Summers J.O. Frazier G.L. "Correlates of Consumer Expectation and Complaining Behavior" (Ed.), Day Ralph L. in Consumer Satisfaction, Dissatisfaction and Complaining Behavior 1977 18-25 Indiana University Press Blooming, IN
16. Singh Jagdip "Voice, Exit and Negative Word-of Mouth Behaviors: An Investigation Across Three Service Categories" Journal of the Academy of Marketing Science 18 1990: 1-15
17. Day A. Modeling Choices among Alternative Responses, p. 498.
18. Singh A. Voice, Exit and Negative Word-of Mouth Behaviors, p. 4.
19. Richins M.L. Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study Journal of Marketing 47 1983 68-78
20. Singh A. Voice, Exit and Negative Word-of Mouth Behaviors, p. 3.
21. Richins, A. Negative Word-of-Mouth by Dissatisfied Consumers, p. 73.
22. Singh A. Voice, Exit and Negative Word-of Mouth Behaviors, p. 11.
23. Oh A. Complaining Behavior of Public Library Users.
24. Blodgett A. Wakefield A. & Barnes A. The Effects of Customer Service, p. 34.
25. Hirschman A.O. Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations and States 1970 Harvard University Press Cambridge, MA
26. See, for instance, Ralph L. Day & S.B. Ash, "Consumer Response to Dissatisfaction with Durable Products" Advances in Consumer Research 6 (1979): 438-444
27. Granbois, A. Summers, & Frazier, A. Correlates of Consumer Expectation and Complaining Behavior.
28. Singh, A. A Typology of Consumer Dissatisfaction Response Style.
29. Blodgett A. Wakefield A. & Barnes A. The Effects of Customer Service.
30. Kraft F.B. "Characteristics of Consumer Complainers and Complaint and Repatronage Behavior" (Ed.), Day Ralph L. in Consumer Satisfaction, Dissatisfaction and Complaining Behavior 1977 79-84 Indiana University Bloomington, IN
31. Hocutt Mary Ann Chakraborty Goutam Mowen John C. "The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery" Advances in Consumer Research 24 1997 457-463
32. See, for instance, Hocutt, A. Chakraborty, A. & Mowen, A. The Impact of Perceived Justice on Customer Satisfaction and Intention, p. 460.
33. Krishnan S. Valle V.A. "Dissatisfaction Attributions and Consumer Complaining Behavior" Advances in Consumer Research 6 1979 447
34. Folkes V.S. "Consumer Reaction to Product Failure: An Attributional Approach" Journal of Consumer Research 10 1984 398-409
35. Folkes V.S. "An Attributional Approach to Postpurchase Conflict Between Buyers and Sellers" Advances in Consumer Research 11 1984 500-503
36. Oh A. Complaining Behavior of Public Library Users.
37. Blodgett A. & Granbois, A. Toward an Integrated Conceptual Model, p. 96.
38. Hirschman, A. Exit, Voice and Loyalty.
39. Oh, A. Complaining Behavior of Public Library Users.
40. I b i d.
41. I b i d.
42. Day, A. Modeling Choices among Alternative Responses.
43. Richins, A. An Investigation of Consumers' Attitudes toward Complaining.
44. Singh Jagdip "A Typology of Consumer Dissatisfaction Response Style" Journal of Retailing 66 1990 57-99
45. Oh, A. Complaining Behavior of Public Library Users.
46. I b i d.
47. I b i d.
48. I b i d.
49. I b i d.
50. I b i d.
51. Singh, A. Voice, Exit and Negative Word-of Mouth Behaviors, p. 13.