• 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.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.136-149
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• 2009

The purpose of this paper is to explore the types of failed service and its effect on customer's negative emotions in the restaurant business and their influence on customer's behavior. The study examines the restaurant attributes of failed service in order to determine which variables have the greatest impact on customer's negative emotions and behaviors. To accomplish the purpose of this study, a casual model is developed - which analyzes the main antecedents, moderators and consequences of failed service in the restaurant business. The findings of this study are as follows. 4 types of failed services are found: lack of tangibles, doubt of reliability, unresponsiveness, no expressed empathy. They have an effect on customer's negative emotions(regret and disappointment). And the customer's negative emotions brings out negative behaviors(bad actions, switching brand, protest, negative word of mouth). Customer's regret causes bad actions and switching brand, and customer's disappointment caused switching brand and bad information by word of mouth.