• Management & Information Systems Review
• /
• v.32 no.2
• /
• pp.107-135
• /
• 2013

Today, the consumer complaining behavior is recognized as a valuable source of marketing information in the company. Therefore, studies on the factors that lead to consumer complaints have been done. In the previous research on consumer complaining behavior, the factors influencing the complaining behavior was focused on the personal characteristics, but factors under company control was rarely identified. We try to identify factors under company's control that have a effect on the likelihood of success of complaining and complaining perceived costs. These factors are tendency to compensate emotionally, tendency to compensate materially, accessibility to complain, empowerment to manage complaint. Through empirical analysis, we proposed company's strategies to encourage consumer's complaint and gave theoretical and managerial implications.

• Journal of Korean Library and Information Science Society
• /
• v.32 no.3
• /
• pp.1-29
• /
• 2001

This study is to investigate extensively the complaint responses of the public library users, as an example of the complaining behaviors of the clients in not-for-profit organization. It selects and analyzes empirically some of the antecedents of the complaining behaviors including attitude toward complaining, cost of the complaining, likelihood of success, of success, product, external attributions and loyalty, and complaint responses including exit, voice(redress seeking), negative word-of-mouth and third party complaints, of the public library users, based on the theoretical backgrounds. It also examines the free use as a new variable of antecedents for not-for-profit organizations. Final data through questionaries are obtained from 515 unsatisfied adult public library users in Taegu, 456 of them analysed with SPSS 10.0 for Windows.

• Journal of Korean Library and Information Science Society
• /
• v.33 no.4
• /
• pp.61-83
• /
• 2002

This study is to investigate extensively the complaint responses of the academic library users, with a special regard to those in Daegu Metropolitan City and in Kyungpook Province. It selects and analyzes empirically some of the antecedents of the complaining intentions including perceived severity of dissatisfaction perception of free use, attitude toward complaining, cost of the complaining, likelihood of success, product/service importance, external attributions and loyalty; and complaint intentions including exit intention, voice(redress seeking) intention, negative word-of-mouth intention and third party complaints intention of the academic library users, based on the theoretical backgrounds. Final data through questionnaires are obtained from 582 unsatisfied academic library users in 5 universities in those areas, 542 of them analysed with SPSS 11.0 for Windows.

• Journal of the Korean Society for Library and Information Science
• /
• v.36 no.4
• /
• pp.123-145
• /
• 2002

This study Is to investigate extensively the complaint responses of the academic library users, with a special regard to those in Daegu Metropolitan City and in Kyungpook Province. It selects and analyzes empirically some of the antecedents of the complaining behaviors including perceived severity of dissatisfaction, perception of free un, attitude toward complaining, cost of the complaining, likelihood of success, product/service importance, external attributions and loyalty : and complaint responses including exit, voice(redress seeking), negative word-of-mouth and third party complaints, of the academic library users, based on the theoretical backgrounds. Final data through questionaries are obtained from 582 unsatisfied academic library users in 5 universities in those areas, 542 of them analysed with SPSS 11.0 for Windows.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.23 no.2
• /
• pp.262-271
• /
• 1999

This paper presents a conceptual mode of the clothing complaining behavior process following dissatisfaction in a retail environment and influence of relevant variables. The data were collected 250 male and 358 female consumers by questionnaire employing critical incident technique. Given dissatisfaction with clothing the complaining behavior undertaken will be largely dependent on product importance the likelihood of success one's attitude toward complaining and demorgraphic variables. Through empirical research the clothing complaining behavior was dependent on the likelihood of success sex, dimension of complaining cost and product importance, Brand satisfaction was affected by only perceived justice. And repurchasing behavior was dependent upon brand satisfaction education product importance and income.

• Journal of Distribution Research
• /
• v.4 no.1
• /
• pp.51-69
• /
• 1999

This study investigates a theoretical background to find the effects of antecedents on postpurchase dissatisfaction behavior. To test hypotheses empirically, 209 questionnaires were collected from customers of Korean retailers in Pusan. The results can be summarized as follows. First, the perceived likelihood of successful complaint, the perceived value of complaint, attitude toward complaining has a direct influence on voice. However, controllability has no significant effect on voice. Second, the controllability has a direct effect on exit but perceived value of complaint has no significant effect. Third, no variables have direct effects on negative word-of-mouth. These findings may reflect the fact that negative word-of-mouth is different from voice and exit in terms of dimensions of postpurchase dissatisfaction behavior.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.28 no.12 s.138
• /
• pp.1632-1643
• /
• 2004

The competitiveness of the domestic cosmetics market will improve more rapidly when efficient market segmentation is secured, qualitative information about each of the segmented markets is gathered, and adequate marketing strategies to meet the demands of each segmented markets is established. Therefore, continuous studies are needed to secure qualitative information for market segmentation. In order to find out whether the domestic cosmetics market could be segmented according to consumers' shopping orientation, the present study analyzed cosmetics purchasing behavior, complaint behavior, and demographic characteristics of each consumer group classified according to their shopping orientation. The study was implemented by a normative-descriptive survey method using a questionnaire. Three groups of consumers were identified according to their shopping orientation: price-oriented group, information-oriented group, and brand-oriented group. It was confirmed that the groups, classified according to shopping orientation, have significantly different demographic, purchasing, and complaint behavior. Therefore, shopping orientation should be carefully considered in the segmentation of the cosmetics market.

• Cross-Cultural Studies
• /
• v.44
• /
• pp.7-28
• /
• 2016

This study examines the sociocultural background of negritude by delving into Caseríos, Reggaeton, and $Trigue{\tilde{n}}os$, which are interrelated with the racism deeply embedded in Puerto Rican society. These terms have also been discussed in relation to the ideological discourse of racial democracy, which has caused Puerto Rican people to be blind to silenced inequality and hegemonic racial policies. Caseríos, housing projects for the poor urban class, are targeted by the state - sponsored project 'Mano Dura'. Due to the policing, control and surveillance of this anticrime project, Caseríos became perceived even more as residential communities of violence, poverty, and insecurity generally connected to the stigmatization of blackness. Reggaeton emerged as a mega hit genre of transnational Puerto Rican music in the 2000s, which in turn, drew attention to both the afrodiaspora in New York and the urban musical power in the Island. This musical genre serves to highlight the meaningfulness of black heritage in the national cultural identity of Puerto Rico. $Trigue{\tilde{n}}idad$ has recently become a common racial cultural term that embraces a broader racial paradigm of mestizaje. This term can function as an alternative concept of blackness, but it has not yet been transformed into enough cultural politics to resist ongoing racial democracy. The three terms intrinsically address both the uprooted racism and potential methods of challenging it. This paper argues the necessity of stronger and more responsive cultural politics to defy the pervasiveness and invisibility of racial discrimination in Puerto Rico.

• The Journal of the Convergence on Culture Technology
• /
• v.8 no.6
• /
• pp.97-105
• /
• 2022

This study deals with the credibility of citizens when investing in uncertain project companies, as well as the Social Performance Compensation Project (SIB) and the IT sharing economy. This allows the convergence of the three sectors to address investment inequalities in economic effectiveness and social security. Activates the model of the overall Social Impact Bond (SIB) process that successfully activates the exchange of information. The empirical presentation of the operations and techniques for social IT service finance examines how the innovation ecosystem can be created with social performance and reward projects. The analysis shows that small sharing institutions or citizens can participate directly to create the ability to connect with private investors, identify the possibility of recognizing non-shared barriers to participation, and show the great impact of citizen trust in IT sharing projects in uncertain areas. As a result, for the sake of social sharing and IT cooperation promoted by the City of Seoul, before the project has the ability to design directly, it will be responsible for reliability and safety in the planning of the project. Therefore, non-shared citizens can also participate in the platform that has been effectively constructed and created.