Journal of Families and Better Life (가정과삶의질연구)

Korean Home Management Association (가정과삶의질학회)
권호 표지

Consumer complaining behavior response to dissatisfaction from consuming goods and services

제품과 서비스로 인한 소비자불만에 따른 소비자불평행동 연구

  • Published : 1997.12.01
Download PDF
⟨ Previous Next ⟩

Abstract

This study intended to investigate factors shaping the styles for comsumers to express their dissatisfaction after comsuming goods(cloth and household appliance) and services(public and health) In particular this study examined what kinds of characteristics were crucial to distinguish three styles of consumers' and public complaints. The characteristics of consumer to be considered in this study included consumer knowledge consumer attitude consumer and several socio-economic characteristics. The sample used in this study were consumers whose age was grater than 20 years old living near Seoul in 1996. Discriminant analysis was conducted to investigate what factors discriminate the style of complaint. This study found that several consumer characteristics were sigificant in explaining different styles for consumers to response their dissatisfactions. The effects of consumer characteristics were more significant in explaining the complaining styles derived from public and health services rather than goods. Overall consumer attitude consumer knowledge and the degree of satisfaction of services were discriminant variables in explaining the styles of consumer complaint. Both consumer knowledge and budgeting skill were significant in explaining complaint styles to response dissatisfaction derived from consuming clothing while both consumer education and time constraint were significant in shaping the kinds of complaining styles derived from consuming household appliances.

Keywords

References

  1. 서울대학교 석사학위논문 소비자불평행동에 관한 연구 권경수
  2. 서울대학교 박사학위논문 소비자문제의 유형별 경험에 관한연구 김영신
  3. 구매의사결정과정에서의 소비자불만족에 관한 연구 김영신;김순미
  4. 충남과학연구지 v.13 소비자불평등행동에 관한 이론적 기초 김영신
  5. 숙명여자대학교 석사학위논문 소비자구매후 불만족과 불평행동에 대한 연구:서울시 여성의 여성복구매를 중심으로 김은미
  6. 한국소비자학회 1996년도 총회 및 학술대회 논문집 서비스산업의 현황과 서비스품질 김재일;이유재;김주영
  7. 건국대학교, 박사학위논문 소비자문제 및 불만족에 따른 대응행동 류미현
  8. 대한가정학회지 v.33 no.1 소비자문제경험과 그 대응행동에 관한 연구 류미현;이승신
  9. 대한가정학회지 v.26 no.1 소비자불만족 및 통제소재에 의한 불평행동에 관한 연구:냉장고 구매후 행동을 중심으로 문숙재;정순희
  10. 대한가정학회지 v.23 소비자 만족 · 불만족의 개념에 관한 이론적 연구 박명희
  11. 한국가정관리학회지 v.5 no.2 소비자주의 관점에서 본 소비자 불평행동의 이론적 접근 박순희
  12. 서울대학교 석사학위논문 소비자불평행동과 기업의 대응방안에 관한 연구 배영상
  13. 가정학 연구방법론 서정희
  14. 대한가정학회지 v.12 의료서비스에 관한 소비자만족과 소비자불만호소 서정희
  15. 소비생활연구 의료서비스에 관한 소비자만족척도개발에 관한 연구 서정희
  16. 한양대학교 석사학위논문 제품구매후 소비자불만족에 관한 실증적 연구 신종국
  17. 한국소비자학회 1996년도 총회 및 학술대회 논문집 서비스거래에서의 소비자 피해 실태와 바람직한 피해구제방안의 모색 윤정혜;여정성
  18. 소비자교육학 이기춘
  19. 한국자정관리학회지 v.5 no.1 소비자불평행동과 관련 변수에 관한 연구 이상협;박명희
  20. 대한가정학회지 v.33 no.3 소비자문제경험에 따른 대응행동 이승신;류미현
  21. 소비자불만호소행동과 영향변인에 관한 연구:농촌주부를 대상으로 정찬옥;김영신
  22. 사회과학 조사방법론 채서일
  23. 동국대학교 박사학위논문 소비자만족 · 불만족에 관한 연구 최병용
  24. 한양대학교 석사학위논문 시판 의류제품에 관련된 소비자 불만에 관한 연구:소비자고발자료를 중심으로 최해운
  25. 종합병원 의료서비스 불만처리 실태조사 한국소비자보호원
  26. Law and Society Review v.11 Consumer responses to unsatisfactory purchase: A survey of perceiving defects, voicing complaints and obtaining redress Best, A.;Andreasen, A.
  27. Journal of Retailing v.69 no.4 The effects of perceived justice on complainants' negative word-of -mouth begavior and repatronage intentions Blodgett, J.G.;Granbois, D.H.;Walters, R.G.
  28. Advances in Consumer research Modeling choices among alternate response to dissatisfaction Day, R.L.
  29. Advanced in Consumer Research v.7 How satisfactory is research on consumer satisfaction? Day, R.L.;Grabicke, K.;Schaetzle, T.;StanBach, F.
  30. Advances in Consumer research v.6 Consumer response to dissatisfaction with durable products Day, R.L.;Ash, S.B.
  31. Journal of Retailing v.57 no.3 The hidden agenda of consumer complaining Day, R.L.;Grabicke, K.;Schaetzle, T.;StanBach, F.
  32. New dimensions of consumer satisfaction and complaining begavior Day, R.L.;Hunt, K.K.
  33. Managing to deep the customer Desatnick, R.L.
  34. Journal of Consumer Reserch v.10 Consumer reactions to product failure: An attributional approach Folkes, V.S.
  35. Journal of Marketing v.60 The American customer satisfaction index: nature, purpose, and findings Fornell, C.;Johnson, M.D.;Anderson, E.W.;Cha, J.;Bryant, B.E.
  36. Exit, voice and loyalty:Responses to decline in firms, organizations, and states Hisrchman, A.
  37. Using complatits for quality assurance decisions Goodman,J.A.;Malech, A.R.
  38. Journal of Retailing v.57 The sources, meaning and validity of consumer complaint behavior: A psychological analysis Jacoby, J.;Jaccard, J.J.
  39. Advanced in Consumer Research v.6 Dissatisfaction attribution and consumer complaint begavior Krshnan, S.;Vallerie A.V.
  40. Advances in Con sumer Research v.7 The direction of consumer complaint behavior Landon, L.
  41. A model of consumer complaint behavior. in Consumer Satisfaction Dissatisfaction and Complaining Behavior Landon, L.;Day. R.L.(ed.)
  42. Jounal of Applied Psychology v.64 Effect of ewpectation and disconfirmation on postexposure product evaluations: An alternative interpretation Oliver, R.L.
  43. Journal of Retailing v.64 SERVPUAL: A multiple-item scale for measuring consumer perceptions of service quality Parasuraman, A.;Zeithaml, V.A.;Berry, L.L.
  44. Advanced in Consumer Reseach v.9 An investigation of consumers' attitudes toward complaining Richins, M.L.
  45. Journal of Marketing v.47 Negative word-of mouth by dissatisfied consumer; A pilot study Richins, M.L.
  46. Journal of Marketing v.52 Consumer complaint intentions an behavior: Definition and taxonomical issues Singh, J.
  47. Journal of Retailing v.66 no.1 A typology of consumer dissatisfaction response styles Singh, J.
  48. Journal of Maketing v.40 Product performance and consumer satisfaction: A new concept Swan, J.E.;Combs, L.J.
  49. Human motivation Weiner, B.
  50. Journal of Marketing Research v.15 An analysis of shopper dissatisfaction for mafor household appliances Westbrook, R.A.;Newman, J.W.
  51. Journal of Marketing v.15 Satisfaction/ dissatisfation in the purchase decision process Westbrook, R.A.;Newman, J.W.;Taylor, J.R.