• Asia Marketing Journal
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• v.14 no.1
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• pp.99-130
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• 2012

Service failure and a poor service recovery may lead loyal customers to try to aggressively punish the service firm. We use perceived betrayal and desire for vengeance as the key constructs to understand customer retaliation. Perceived betrayal is defined as a customer's belief that a firm has intentionally violated what is normative in the context of their relationship. And the desire for vengeance is defined as the retaliatory feelings that consumers feel toward a firm, such as the desire to exert harm on the firm. The perceived betrayal and the desire for vengeance are key antecedents of retaliatory behaviors such as vindictive complaining, negative WOM and third-party complaining for publicity. The empirical results suggest that betrayal is a key motivational factor that lead customers to restore fairness by making use of all means, including retaliation. We also find that relationship quality has effect on a customer's response to a failure in service recovery. As the levels of relationship increases, a violation of the proper fairness has a stronger effect on the sense of betrayal experienced by customers. Considerable research has investigated consumer responses to dissatisfaction. But our study examine the response of outraged and highly frustrated consumers. We focus on emotional and behavioral processes that have not been covered by previous dissatisfaction researches and which are unique to outraged consumers caused by extremely dissatisfied purchase experience. It has recently been pointed out by various mass media that the customers not only have positive effects on the company performance but also put the company in crisis. It has often been reported that one customer's dissatisfaction, for example, never ends as it is, and it tends to grow for retaliating upon the company, depending on the level of seriousness of the dissatisfaction. This sometimes leads to a lawsuit against the company. Our study focuses on the customers' emotional and behavioral responses induced by their extreme dissatisfactions. We divided the customer groups into the customers with high relationship quality and the customers with low relationship quality, and the difference between two groups is examined. The objective of this study is to comprehend the causal relationship between the feeling of betrayal caused by the service failure and the retaliatory behavior triggered by the desire of revenge. Our study is divided into three parts. First, a causal relationship between perceived unfairness and the perceived betrayal and desire for revenge. Second, the effect of the perceived betrayal and desire for revenge on the retaliatory behavior is investigated. Finally, the moderating role of relationship quality in the causal relationship between the unfairness in service recovery and the perceived betrayal is analyzed. This study finds the following empirical results. The distributive unfairness, procedural unfairness and interactional unfairness had significant effects on the perceived betrayal. Especially, the perceived distributive unfairness results in the highest perceived betrayal. When the service company does not provide customers proper and sufficient compensation for the failure, they feel the strong sense of betrayal. And in the causal relationship between the perceived betrayal, desire for revenge and retaliatory behavior, the perceived betrayal has significant effects on e desire for revenge. In addition desire for revenge has significant effects on negative word of mouth, retaliatory complaining behavior and publicity of complaints through third group. Therefore the perceived unfairness has effects on retaliatory behavior through the mediation of the perceived betrayal and desire for revenge. Finally the moderating role of relationship quality was examined in the relationship between the unfairness and perceived betrayal. If the customers experienced the perceived unfairness in the process of service recovery, the customers with high relationship quality feel the stronger perceived betrayal than the customers with low relationship quality do. When they experience the double service failure, the customer group with high relationship quality accumulating the sense of trust feel the more perceived betrayal than the customer with low relationship quality who do not have strong trust. The contribution of this study is to find the effect of the service failure on the retaliatory behavior with the moderating roles of relationship quality. The dimensions of unfairness in service recovery is found to have differential effects on the perceived betrayal, desire for revenge. And these differential effect is moderated by the level of relationship quality.

• 월간 기계설비
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• no.10 s.207
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• pp.39-42
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• 2007

공정거래위원회(위원장 권오승)는 최근 하도급법 위반사업자에 대한 과징금 부과시 과징금 부과여부 결정 및 과징금액 산정을 위한 세부 기준을 마련하고 지난 8월 22일 하도급법 위반사업자에 대한 과징금 부과기준에 관한 고시를 제정한데 이어 지난 8월 30일부터 시행에 들어갔다. 공정위는 과징금 부과를 위해 종전에는 위원회 사무준칙인 지침을 운용하였으나, 이번 고시 제정을 통해 과징금 부과의 예측가능성, 객관성 및 투명성을 제고하였다. 고시에 따르면 원사업자의 위법행위를 신고한 중소 하도급업체에 거래단절 등 불이익을 주는 보복행위를 하거나 하도급대금·어음할인료·지연이자 등을 지급한 후 이를 회수 또는 납품대금에서 공제하는 탈법행위 등 악성 위법행위에 대해서는 과징금을 부과하기로 했다. 또 위반사업자가 하도급거래시장에서 영향력이 큰 대기업자 이거나 과거 위반전력이 많은 경우로서 부당 하도급대금 결정, 부당감액 등 중대하거나 파급효과가 큰 위반행위를 했을 때도 과징금을 부과하기로 했다. 공정위가 하도급법 위반사업자에 대한 과징금 부과여부의 결정기준과 과징금액 산정방식을 보다 구체화하여 시행함으로써, 법위반의 정도에 상응하는 제재로 인하여 법집행의 실효성이 강화되어 재발방지 효과가 클 것으로 기대된다. 아울러 과징금 부과의 객관성과 투명성을 높이는 한편, 예측가능성을 높임에 따라 대기업 등 원사업자의 자율적인 하도급법 준수 의식을 제고하여 법위반을 사전에 방지함으로써 중소기업의 피해를 예방하는데 크게 기여할 것으로 보여진다.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2013.10a
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• pp.629-631
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• 2013

In many enterprises, fraudulent activities and processes are widely prevalent. But, their employees would not report the illegal activities since they would be attacked by defensive and reactive retaliations in their enterprises. Against this backdrop, we design notification systems for whistle blowing. The design would certainly be useful for fraudulent process notification while using management information systems in the field of business. The fraudulent process notification is related to whistle blowing systems, methods, storage media, and so on. Also, we establish the whole architecture of fraudulent process notification with functional structure from the viewpoint of systems and whistle blower. The flow diagram of notification method is added.

• Journal of Korean Philosophical Society
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• v.147
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• pp.1-28
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• 2018

In order to reveal the differentiation of Nietzsche's justice theory, this paper attempted an intrinsic analysis of the political act of establishing a social contract with others through the fundamental concept of "will to the power", and the politics of modern nation including utilitarianism, liberalism and democracy. I will deal with criticism of ideology. In other words, it will be a work to clarify the fictitiousness and errors by digging out the ground of the value of justice as 'genealogical psychology' which strips off the psychological layers hidden behind the name of universal truth called 'virtue'. By dismantling the notion of self-righteous justice based on 'virtue' from 'immorality' as well as 'out of morality', it aims to reveal a new emotional dimension based on love, not retaliation. When Nietzsche emphasizes the role of positive emotions such as 'mercy' and 'forgiveness' rather than negative emotions such as revenge, retaliation, and grudge, while analyzing justice in the dynamics of power relations, By allowing exception rule, we will critically analyze whether universality and consistency are lost.

• The Journal of the Korea Contents Association
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• v.20 no.6
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• pp.326-341
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• 2020

Based on theoretical background of Situational Theory of Problem Solving(STOPS), we have examined the role of STOPS variables on a group of online public in their issue recognition and communicative behavior on Korea's nationwide civil boycott movement of Japanese goods. Results from 524 survey cases from a Korea's major online community show that two independent variables(Problem Recognition, Referent Criterion) revealed positive in their effect on mediating variable(Situational Motivation in Problem Solving). Situational Motivation also revealed positive in its effect on six dependent variables(Information Forefending, Information Permitting, Information Forwarding, Information Sharing, Information Seeking, Information Attending) of Communicative Behavior. Involvement Recognition and Constraint Recognition revealed positive without proper statistical significance. As a result, study on the case of online public in Korea supports STOPS theory as high-level of Problem Recognition and Referent Criterion effects on Communicative Behavior in positive way via Situational Motivation. Implications from the findings have discussed and proposed suggestions for government public relations and further studies.

• Korean journal of communication and information
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• v.41
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• pp.200-231
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• 2008

This study content-analyzed Korean cable television programs aired from Feb. 6 to Feb. 19, 2007, focusing on the contextual variables linked to violent acts. A total of 657 PAT's (perpetrator-action-target) in the 68 programs sampled were analyzed for characters' age, sex, type, relationship, and motivation, humorization, punishment for their violent acts, and finally reality of violence. According to the results, (1) most violence occurred among male characters, who were at their ages between 20 and 39; (2) more than half of the total violent acts happened among acquaintances including family members; (3) anger, retaliation, personal or group interest, and violence for fun were ranked at the top tiers of the motivation list; (4) most violences were overlooked without punishment; (5) and about 80% of the whole violence were realistic. In terms of program types, (1) female perpetrator and victims appealed more often in drama than the other genres; (2) violence among acquaintances and simple fun as motivation were prevalent most in entertainment programs; (3) every violent act in children's programs was done by unrealistic characters. According to the analysis by program ratings, (1) while least violence appeared in '19 and older', all of the violent acts were portrayed as realistic; (2) humorization were most prevalent in the 'everyone' rating; (3) and female perpetrators and victims appealed most in the programs rated as '15 and older'. Generally, various contextualized violences displayed different distributions according to program types and ratings. The qualitative features of the current findings about cable television violence provide a fundamental data for future studies, which will explore the subsequent effects of violent media contents.

• Korean Journal of Culture and Social Issue
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• v.29 no.4
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• pp.455-476
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• 2023

This study focused on the characteristics of motiveless crimes that mainly originated from interpersonal problems and were acts of revenge against innocent third parties. This study confirmed the relationship between the experience of social exclusion and displaced aggression and examined the relationship between the two variables. We sought to confirm the role of related factors such as stress and social support. For this purpose, we established and tested hypotheses about the mediatingon effect of stress and the moderated mediatingon effect of social support on the effect of social exclusion experience on displaced aggression among 353 adult males aged between 19 and 49 years. The main results are that, first, social exclusion had a positive effect on displaced aggression. Second, stress was found to partially mediate the relationship between social exclusion and displaced aggression. Third, the hypothesis that social support would moderate the mediating effect of stress was not provedvaild, but the conditional direct effect of social support was confirmed in the mediation model. In other words, social support did not affect the indirect effect mediated by stress, but appeared to moderate the direct effect between social exclusion and displaced aggression. Social exclusion's prediction of displaced aggression was significant only in the average social support group (mean) and the high group (M+1SD), and appeared to increase as the group increased. This means that in groups with high social support, displaced aggression is used as a stress control strategy, which is a different result from previous studies that found that social support plays a role in lowerings aggression. People with low levels of social support showed unexpected results in that they used displaced aggression less frequently despite their experiencinge of social exclusion. In the discussion, the social implications of these results were interpreted, and additional research ideas were proposed to specify the relationship between social exclusion and displaced aggression.

• Korean journal of communication and information
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• v.18
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• pp.165-198
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• 2002

By comparing and analyzing the September 11 terror attack news reports on the daily papers in the U.S., Korea, and China, this research found that national ideology and international relationship concerned have affected news report frames about international dispute matters. Both quantitative and qualitative researches identify differences in news framing. For example, after the September 11 terror attack, the most pages of the USs The New York Times and Korean Chosunilbo were covered with related articles(382 and 192 reports, respectively), whereas Chinese Inminilbo cur down to only 32 reports about the issue. Also in content, both The New York Times and Chosunilbo viewed the September 11 terror attack as evil acts which threatened world peace and justified military action against Afghanistan as inevitable revenge and justice for such evil acts, in the point of the USs official view. However, Inminilbo gave out news only based on facts in a neutral viewpoint. Moreover, regarding American military intervention, the Chinese newspapers held very different news frame from the other two by describing considerable sacrifice and pain of innocent people of Afghanistan seriously. For the story composition, daily newspapers in all three countries took the same way to report focusing on specific events with episodes.