Abstract
This study investigates the complaining behavior of 456 public library users in a major city in South Korea and shows that the complaining behavior model developed in the marketing field can be applied to public libraries. There were statistically significant relationships between difficulty of complaining and negative word-of-mouth, and between external attribution and most of complaint responses. This study suggests that “perception of free use” is an important variable to explain the complaining behavior of Korean public library users.
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