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NTIS 바로가기한국도서관 정보학회지 = Journal of Korean Library and Information Science Society, v.35 no.4, 2004년, pp.129 - 147
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 comp...
Dong-Geun Oh, 'Complaining Behavior of Public Library Users in South Korea,' Libraryl and Information Science Research, Vol.25, No.1(2003), pp.43-62
김윤실,전문도서관의 서비스 품질 평가에 관한 연구(박사학위논문, 연세대대학원,2002) ; 이상복,'도서관 서비스의 품질인증제도 활용에 관한 연구,' 한국문헌정보학회지,제36권,제1호(2002) ,pp.212-231. ; B. Cronin, 'The Marketing of Public Library Services in the United Kingdom - The Rationale for a Marketing Approach,' European Journal of Marketing, 18(1984), pp33-44. ; N. F. Doherty,J. Saker & I. G. Smith, 'Marketing Development in the Public Library Sector : An Empirical Analysis, 'Journal of Information Science, Vol.21, No.6(1665),pp.449-458. ; M Gomez,'Marrketing Models for Libraries,' Library Administraton & Managemnet , 15(1997), pp.169-171. ; Eileen Elliott de Saez, Maketing Concept for librarians and Information Services, 2nd ed(London : Facet Publishing, 2002)
백항기,대학도서관 성과측정 : 서비스질의 구성요인과 고객만족을 중심으로(박사학위논문,성균관대대학원,2000) ; 백항기,이은철,'대학도서관 서비스질의 구성요인 분석,' 한국문헌정보학회지,제34권, 제4호(2000) ,pp.5-26. ; 이상복,도서관 서비스의 품질인증제도 활용에 관한 연구" 한국문헌정보학회지,제36권,제1호(2000),pp.212-231. ; 이종권,공공도서관 서비스 질의 고객평가에 관한 연구(박사학위논문,성균관대대학원, 2001) ; A. Martensen & L Gronholdt,'Improving Library Users' Peroeived Quality, Satisfaction and Loyalty,' The Jounal of Academic Librarianship,Vol.29, No.3(2003), pp.140-147. ; P. Hernon & E. Altman, Assesing Service Quality : Satisfying the Expedaticns of Library Customers(Chicago : ALA, 1998). ; P. Hernon & D. A Nitecki, 'Service Quality : A Concpet Not Fully Explored,' Library Trends, 49(2000),pp.687-708. ; P. Hernon & E. Altman, Assesing Service Quality : Satisfying the Expctations of Library Custormers(Chocago : ALA, 1998).(한국어판: 도서관서비스 품질관리론, 이은철 역 (서울 : 한국도서관협회, 2001)). ; P. Henon & J. R. Whitman,Delivering Satisfaction and Service Quality : A Customer-based Apprcach for Libraries(Chicago : ALA, 2001). (한국어판: 도서관 . 정보센터의 고객만족경영,오동근 둥역(대구 : 태일사 2004))
LIBQUAL과 LibQUAL+(TM) 에 대해서는,http://www.libqual.org. 참조
G. Blodgett, D. H Granbois & R G. Walters 'The Effects of Perceived Justice on Cmplaints' Negative Word-of-mouth Behavior and Repatronage Intentions,' Journal of Retailing,' 69(1993),pp.399-428
오동근,'도서관 . 정보센터 이용자 불평행동의 선행요인과 유형,' 한국도서관 . 정보학회지,제31권,제1호(2001),pp.261-283. ; 오동근,'대학도서관이용자의 불평의도와 그 선행요인에 관한 연구,' 한국도서관 . 정보학회지, 제33권,제4호(2002),pp.61-83. ; Dong-Geun Oh, 2003, Dong-Geun Oh, 'Complaining Behavior of Public Library Users in South Korea,'Libraryl and Information Science Research, Vol.25, No.1(2003), pp.43-62 ; Dong-eun . 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2(2004). pp.136-144. 등
Dong-Geun Oh. 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2(2004). pp.136-144. 등
Dong-Geun Oh, 'Complaining Behavior of Public Library Users in South Korea,'Libraryl and Information Science Research, Vol.25, No.1(2003), pp.43-62
William O. Bearden and Bany Mason, 'An Investigation of Influences on Consumer Complant Report,'Advances in Consumer Research, 11(1984), pp.490-495. ; Ralph L Day, 'Modeling Chpices Among Altemative Responses to Dissatisfaction,' Advances in Consumer Research, 11(1984), pp.496-499 ; M. L. Richins, 'An Investigation of Consumers' Attitudes Toward Complaining,' Advances in Consumer Research, 9(1982), pp.502-506. ; Dong-Geun Oh, 2004, 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2(2004). pp.136-144. 등 ; Chulmin Kim et al. 'The Effect of Attitude and Percepton on Consumer Complaint Internations,' Jourral of Consumer Marketing, Vol,20, No.4(2003), pp.352-371
Dong-Geun Oh, 'Complaining Behavior of Public Library Users in South Korea,' Libraryl and Information Science Research, Vol.25, No.1(2003), pp.43-62; M. L. Richins, 'Negative Word-of- Mouth by Dissatisfied Consumers : A Pilot Study,' Joumal of Marketing, 47(1983 Winter), p.73. ; Jagdip Singh, 'Voice, Exit and Negative Word-of Mouth Behaviors : An Investigation Across Three Service Categories,' Jormal of the Academy of Marketing Science, 18(1990 Winter), p11
Jagdip Singh ,'Voice, Exit and Negative Word-of Mouth Behaviors : An Inverstigation Across Three Service Categories,' Joumal of the Academy of Marketing Science, 18(1990 Winter),p11. ; Dong-Geun Oh, 'Complaining Behavior of Public Library Users in South Korea,' Libraryl and Information Science Research, Vol.25, No.1(2003), pp.43-62, Chulmin et. al.,
F. B. Kraft. 'Characteristics of Consumer Complainers and Camplant and Repatribage Behavior,' In Ralph (ed.), Consumer Satisfaction Dissatisfaction Complaning Behavior(Bloomington, IN : Indiana University 1977), p80 ; Dong-Geun Oh, 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship,Vol.30. No.2(2004). pp.136-144. 등
V S. Folkes, 'Consumer Reactions to Product Failure : An Attributional Approach,' Joumal of Consumer Research, 10(1984), pp.398-409. ; Mary Ann Hocutt, Goutam Chakraborty and John VC. Mowen, 'The Impact of perceived Justice on Customer Satisfaction Intertion to Complain in Service Recovery,' Advances in Consumer Research, 24(1997), p.460. ; S. Krishnan and & Valle, Valerie A, 'Disssatisfaction Attributions and Consumer Complaning Behavior,' Advances in Consumer Research, 6(1979), p.447. ; Dong-Geun Oh, 'Complaining Behavior of Public Library Users in South Korea,' Libraryl and Information Science Research, Vol.25, No.1(2003), pp.43-62. ; Dong-Geun Oh, 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2(2004). pp.136-144 ??? ? ?? ??? ? 堞? ??? ? 瀞? ??? ? 栢? 켆?? ? ?? ??? ? ?? ?? ? ? ?꾩 ? ? ? ? ? ? ? ? ? ? A ? ? ??? ?? ? 瀣? ㄱ 죗?? 쀰?? ??? ? ??? ??? ? ? ??? ??? 먁 ???? ?? ? ?? ? 첵?? ? ?考???? ?? ?? 첵?? 憺? ?? ?? 렣? ?? 냦?? ??? ?? ? ? ? ?????? ?? ??? 첵?? ?ㅐ ? ?? 킵?? ?? ? ??? ??? ? ? 챐? ? ?考???? ?? ?? 局ㅐ ? ????堀 ? ??? ??? ???
Jeffery G. BIodegett and Donald H. Granbois, 'Toward An Intergrated Conceptual Model of Consumer Complaning Behavior,; Jormal of Consumer Satisfaction Dissatisfaciton and Complaning Behavior, 5(1992), pp.93-103. ; Dong-Geun Oh, 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2(2004). pp.136-144 2004.
A. Martensen & L. Gronholdt, 'Toward An Intergrated Conceptual Model of Consumer Complaning Behavior,; Jormal of Consumer Satisfaction Dissatisfaciton and Complaning Behavior, 5(1992), pp.93-103.
A. Martensen & L. Gronholdt, 'Toward An Intergrated Conceptual Model of Consumer Complaning Behavior,; Jormal of Consumer Satisfaction Dissatisfaciton and Complaning Behavior, 5(1992), pp.93-103.
Dong-Geun Oh, 2003,'Complaining Behavior of Public Library Users in South Korea,' Libraryl and Information Science Research, Vol.25, No.1(2003), pp.43-62
Dong-Geun Oh, 2004,'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2pp.136-144. 등
오동근,2002, '대학도서관이용자의 불평의도와 그 선행요인에 관한 연구,' 한국도서관 . 정보학회지, 제33권,제4호 pp.61-83
Dong-Geun Oh, 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2(2004). pp.136-144. 등
Dong-Geun Oh, 'Complaining Behavior of Academic Library Users in South Korea,' The Journal. of Acadermic Librarianship, Vol.30. No.2(2004). pp.136-144. 등).
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