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

• Proceedings of the Korean Society for Information Management Conference
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• 2015.08a
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• pp.99-102
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• 2015

도서관 민원과 이용자 불평행동을 살펴보고, 사서의 직무 불안을 야기하는 이용자 불평행동에 대한 이론적인 접근과 조사를 통해, 도서관 현장에서의 블랙컨슈머와 사서스트레스의 상관성을 분석하고자 한다. 본 논문은 지금까지의 사서의 직무스트레스 관련 연구가 직무스트레스 요인분석, 직무만족과의 관련성을 분석하였다면, 사서 직무에 대한 업무 범위를 좀 더 세분하여 사서의 대민서비스 역할에 주목하고, 도서관의 불량고객의 유형을 파악하여, 감정노동 분야 및 소비자학에서 논의되어 왔던 불평행동에 따른 직무스트레스 부분에 대하여 심도 있게 접근하고자 한다.

• TTA Journal
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• s.137
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• pp.22-27
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• 2011

정보통신기술(ICT)은 우리 일상생활에 너무나 깊숙이 스며들어 이제 정보통신기술 없이는 행정서비스, 경제활동, 사회참여, 문화활동 등을 향유하는데 많은 제약이 따르는 시대로 접어들었다. 정보통신기술에 접근하고 이용할 수 있는 사람과 그렇지 못한 사람들의 정보격차 (Digital Divide)가 경제격차와 사회문화적 격차를 유발하여 사회 불평등을 심화시키고 궁극적으로 사회통합을 저해할 가능성이 크다. 정보통신 접근성(ICT Accessibility)은 신체적, 인지적 제약으로 정보통신기기나 서비스에 접근하는데 어려움이 있는 장애인이나 고령자가 일반인과 차별 없이 정보통신의 유용성을 향유할 수 있도록 정보통신기기나 서비스에 대한 접근을 보장해 주는 것을 의미한다. 우리나라는 미국이나 유럽 등 선진국들에 비해 정보통신 접근성을 위한 법 제도적인 출발이 늦었지만, 최근 수년간 관련 법률의 제정, 정보통신 접근성 보장을 위한 지침 및 표준의 제정 등 다각적인 노력을 경주하여 빠른 속도로 선진국 수준을 향해 나아가고 있다. 지금까지 '한국형 웹 콘텐츠 접근성 지침 2.0', '금융자동화기기 접근성 지침' 등 12개에 이르는 표준을 제정한 바 있으며, 정보통신 보조기기의 개발 보급, 관련 전문인력 양성 및 교육 홍보 등을 통해 정보통신 접근성 수준 향상을 위한 노력을 지속해 왔다. 앞으로도 모바일 시대, 디지털 융합의 스마트 시대에 대응하여 다양한 정보통신기기 및 서비스에 대한 접근성 표준 제정, 관련 기술의 연구 등을 지속적으로 추진하여 모든 사람이 정보화의 혜택을 누리는 디지털 통합 (Digital Inclusion) 시대를 열어나가야 할 것이다.

• Asia Marketing Journal
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• v.11 no.1
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• pp.1-27
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• 2009

The research compared the motivational network of traits predictive of complaint attitudes across consumers in the U.S. and South Korean cultures. Overall, the results revealed a similar pattern of traits predictive of complaint attitudes in the two cultures. The traits of value consciousness, general self-efficacy, emotional instability, and the need for material resources were positively related to attitudes toward complaining. In contrast, conscientiousness was negatively related to complaint attitudes. The only trait predictor of complaining attitude that was significantly different between the Korean and U.S. samples was shopping enjoyment. It was negatively related to complaining attitude in the U.S. sample but unrelated to complaining attitude in the Korean sample. Understanding the personality traits predictive of complaint attitudes has the potential to help marketers develop messages that will encourage the low complaint prone to voice their dissatisfaction. This is important, because when a consumer complains about and unsatisfactory purchase, it gives the firm a chance to take actions to avoid losing a customer.

• Korean Journal of Social Welfare Studies
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• no.37
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• pp.35-62
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• 2008

This study starts form the inequity of the spatial accessibility in social services. This study has purpose to descript and analyze the spatial accessibility of social service agencies. While analysing the spatial accessibility, this paper uses comparative method of distance and space-time measures. The results of research are as follows; It needs (1) to enhance the spatial accessibility of the aged and the disabled. (2) to facilitate the spatial accessibility of marginal area or community like rural community. (3) to recognize utilities of distance and space-time measures in the spatial accessibility.

• Journal of the Korean Geographical Society
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• v.40 no.2 s.107
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• pp.202-220
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• 2005

The substantial economic expansion of the 1990s with the dramatic changes in the provision of welfare services in America, including welfare services for the homeless, had unexpected and differential impacts on homelessness and poverty rates across the states. This paper examines a spatial pattern and process of homelessness by counties in Maryland, USA, considering the spatial differences in the composition of financial income and expenditure with sharply different poverty situation and welfare services. This social geographical approach of homelessness in Maryland focuses on the changing personal characteristics of homeless people and the relation=hip between homelessness and poverty; homelessness and the provision of welfare services such as shelter beds and emergency food providers. It makes a conclusion that there is an uneven sociospatial patterns of homelessness, relating to diverse poverty situation and provision of welfare services for the homeless by variable welfare policy among counties, Maryland.

• Journal of the Korean Society for Library and Information Science
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• v.48 no.3
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• pp.281-301
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• 2014

This study aims to understand the characteristics of civil petitions and complaints within public libraries and to identify factors to the civil petitions. We develop a survey questionnaire for the goals based on the previous related studies and a pilot study with several open-ended interviews with public library users. Then we collect data using the questionnaire from 154 survey participants (public library users). The collected data are statistically analyzed by using factor analysis, canonical correlation analysis, and multiple linear regression analysis. The results show that there are two identified dependent factors, such as petition and complaint, and six independent factors, including librarian specialty, service convenience, and communication between librarians and users. Through a series of statistical analysis for identifying specific relationships between individual dependent factors and predictors, we discuss the characteristics of the library civil petitions and complaints, and the importance of a structural/relation-based approach to the library civil petition as a complimentary for the functional approach. Based on the results and discussions, we suggest several future research directions, including research on the relationship between the library civil petitions and library performances.

• Journal of the Korean Geographical Society
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• v.43 no.3
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• pp.358-374
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• 2008

This study examines whether and how ages of child affect accessibility experiences of women and men differently. Space-time accessibility measures based on Time-geographic framework with activity-travel diary datasets in Portland Metro, US were calculated using GIS-based geocomputation, and spatial-temporal patterns of accessibility of dual-earner couples by ages of their youngest child were compared. The results are as follows. (1) Although more women than men work part-time, which would render women more spatial-temporal autonomy, accessibility levels of women are not higher than men's. It implies that there exists another constraint placed on women which largely stems from gender inequality. (2) It is distinctively women with child under age 6 of which accessibility spaces are found to be restricted doser to home compared to men. Women with no child or with child aged over 6, however, show more or less similar spatial-temporal patterns of accessibility with men's which are quite unvarying regardless of parental status and their child age. Women's accessibility experiences characterized by spatial-temporal entrapment, thus, can be seen as problems associated with gender rather than sex. (3) Intensified spatial-temporal entrapment of women with young child are associated with the significant spatial pegs shaping their accessibility spaces, which are located much closer to home compared to men's: workplaces and child's daycare centers.

• Journal of the Korean Geographical Society
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• v.42 no.2 s.119
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• pp.177-195
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• 2007

The central aim of this paper is to identify the distributional pattern of poverty and to investigate the spatial relationship between poverty and welfare service providers in Busan, Korea. It is intended to explain how the relationship of service-dependency between impoverished people and social welfare services leads to uneven social geography. Welfare services controlled by public or private agencies may support the impoverished people in different ways, generating social outcomes. By exploiting the spatial variations in the incidence of poverty and the provisions of social welfare services, this paper is to understand the dynamics of the geography of poverty from a local scale so that it can help us understand how various governmental and nongovernmental area-based service providers are spatially uneven when they are compared to the distribution of service dependency group such as impoverished people. From this research, it is finally argued that the implications of locational interdependence between such needed groups and social welfare services for their support demand a paradigm for urban social geography that centers on the changing welfare provision structure and the linkages between population and service-provision.

• Knowledge Management Research
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• v.23 no.4
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• pp.1-19
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• 2022

As the untact culture spreads, the digital divide, which is a problem of access to digital information for the vulnerable, can appear as information inequality in various fields, including the social and cultural field. This study identified the digital divide level for the vulnerable population and analyzed the effects of information accessibility, demographic and social characteristics, and physical and mental health characteristics on the information level. As a result, the higher the accessibility of information, the smaller the digital divide and the greater the digital utilization, so it is necessary to increase the accessibility of information devices and increase the ability to utilize them. In addition, the higher the age, the more women than men, and the lower the income level, the greater the digital divide, so it is necessary to increase digital capabilities through detailed class-specific programs for the vulnerable. Finally, it was found that the digital divide and the level of digital literacy had a significant effect on the life satisfaction and daily life satisfaction of the vulnerable. The expansion of competency-building education programs to enhance information utilization capabilities by changing the paradigm to a digital inclusion policy should be continuously operated.