• Journal of the Korean BIBLIA Society for library and Information Science
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• v.21 no.2
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• pp.57-68
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• 2010

This study presents the shape of the study on the users' bad behavior with consideration of the concept and types, antecedents, countermeasures on bad behaviors of library users on the basis of bad behavior theory and the direction of which the study can be applied in the domestic scenes henceforth.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.11
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• pp.4994-5004
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• 2012

This paper aims at investigating voluntary user participation such as user citizenship behavior and aberrant user behavior in the SNS context. Also it examines on how user participation behavior affects social connectedness, privacy concern, and user satisfaction. The empirical assessment of the research model was conducted using a total of 143 responses. The findings show that user citizenship behavior impacts on social connectedness positively and significantly whereas aberrant user behavior does not influence on social connectedness. Aberrant user behavior is proven not to be related to social connectedness, and to has positive relationship with concern for privacy invasion. Also, the results show that privacy concern is not associated with social connectedness. Finally, social connectedness is shown to be a key determinant of SNS user satisfaction whereas privacy concern is not related to user satisfaction.

• Proceedings of the Korean Society for Information Management Conference
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• 2015.08a
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• pp.99-102
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• 2015

도서관 민원과 이용자 불평행동을 살펴보고, 사서의 직무 불안을 야기하는 이용자 불평행동에 대한 이론적인 접근과 조사를 통해, 도서관 현장에서의 블랙컨슈머와 사서스트레스의 상관성을 분석하고자 한다. 본 논문은 지금까지의 사서의 직무스트레스 관련 연구가 직무스트레스 요인분석, 직무만족과의 관련성을 분석하였다면, 사서 직무에 대한 업무 범위를 좀 더 세분하여 사서의 대민서비스 역할에 주목하고, 도서관의 불량고객의 유형을 파악하여, 감정노동 분야 및 소비자학에서 논의되어 왔던 불평행동에 따른 직무스트레스 부분에 대하여 심도 있게 접근하고자 한다.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.24 no.3
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• pp.121-134
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• 2013

This study investigated and analyzed the status of difficult patrons, and examined the most effective response measures targeted the public libraries in Busan. A survey on 128 people who served to the public libraries in Busan carried out for analysis of problem behaviors of public library users, and brainstorming and AHP method by 9 librarians for seeking of the effective response plan. This study shows that the most effective response ways for difficult patrons is to enact detailed regulations and the appropriate notification and education to the users about the regulations. In addition, education for communication skills to library staffs should be conducted on a regular basis, like as using positive language, listening techniques, the appropriate response techniques with angry users.

• Journal of Convergence for Information Technology
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• v.8 no.3
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• pp.1-8
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• 2018

The purpose of this study is to investigate the interaction effects of organizational context, customer reaction, and job burnout in Senior Welfare organizations. In addition, we will analyze the moderating effects of demographic characteristics (personal characteristics, organizational characteristics). A total of 796 social workers engaged in Senior Welfare projects were analyzed. As a result, the following results were obtained. First. It was found that there was a significant difference between the variables in the sociodemographic characteristics, organizational context, customer reactions, and interaction effects on job burnout. Second, age, employment type, and Social Worker qualifications were the most important variables of control effect. The specific organizational behavioral factors between the employees and the users should be studied.