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A Study on the Job Description and Necessary Abilities for Consumer Affairs Department in Business  

이승신 (건국대학교 소비자 주거학과)
이기춘 (서울대학교 소비자학과)
박명희 (동국대학교 가정교육과)
송인숙 (가톨릭대학교 소비자·주거학과)
이은희 (인하대학교 소비자 아동학과)
Publication Information
Journal of the Korean Home Economics Association / v.40, no.3, 2002 , pp. 115-136 More about this Journal
Abstract
The purpose of this study was to find out job description and necessary abilities for Consumer Affairs Department Service in business. This study was done using survey by mail to the representatives in Consumer Affairs Department in business. 354 representatives were used for the sample. The business was selected 32 among 107 in OCAP(Organization of Consumer Affairs Professionals in Business), from September 25 to October 5, 2000. The results were analyzed from 96 representatives, 23 business. The results of this study are as follows: 1. The degree of importance and participation on the job description in Customer Service Department was analyzed. The most important job was related to consulting. Consumer management and information collect & provision were next important job in consumer affairs. 2. When the degree of participation on the job description compared to the degree of importance, we found that the general level of participation on the job was a little lower than the degree of importance on the job. Especially, the biggest difference was found in the formation of focusing customer. The smallest difference was found in the field of consulting. 3. The most necessary ability for the representative of consumer affairs department in business was responsibility and sincerity, communication skill. The big difference of present ability and necessary ability of representative was persuasive power and communication skirt.
Keywords
consumer affairs department; representative of consumer affairs department; job description; OCAP;
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