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Direct linkOh, Dong-Geun – Journal of Academic Librarianship, 2004
This study investigates the influences of the antecedent factors on the complaints and resulting behaviors of 582 university library users in South Korea. There were statistically significant relationships between personal norms and negative word of mouth and indirect voice behaviors, between service importance and negative word-of-mouth behavior,…
Descriptors: Foreign Countries, Research Libraries, Academic Libraries, Users (Information)
