• The Journal of the Korea Contents Association
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• v.15 no.7
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• pp.379-388
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• 2015

Due to misbehavior of blackconsumer, companies bear higher financial burden and innocent consumers are also damaged. This study identified the characteristics of blackconsumer and their differences by demographics. Also this study scrutinizes the effects of blackconsumer characteristics on retaliation intention and self-justification. The analyses results identified three factors composing blackconsumer, namely deliberation, recidivism and persistency. Ages of 50s and 40s showed higher in persistency and 40s and 30s are higher in recidivism. Also the results showed that deliberation has a significant influence on self-justification where as recidivism and persistency have on both retaliation intention and self-justification.

• Journal of the Korean Applied Science and Technology
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• v.38 no.4
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• pp.974-985
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• 2021

The purpose of this study was to determine the effects of black consumers' perception of behavior on Emotional exhaust and ago resiliency among hair service experts. The 318 questionnaires for hair and beauty experts in Seoul, Gyeonggi Province and Jeollanam-do were used as the final analysis data and were analyzed using the SPSS 26.0 statistics program. Analysis method to analyze frequency factor analysis, reliability analysis, Correlation analysis, Multiple regression analysis was performed. First, black consumers' perception of behavior showed a positive correlation with emotional exhaust, and black consumers' perception of behavior showed a negative correlation with ago resiliency. the emotional exhaust and ago resiliency showed a negative correlation with each other. Second, it was confirmed that excessive among the black consumer factors affects has an effect on emotional exhaust. Third, it was confirmed that excessive and Habitual among the black consumer factors affects on ago resiliency. Fourth, it was confirmed that emotional exhaust has an effect on ago resiliency.

• Journal of Digital Convergence
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• v.17 no.12
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• pp.139-145
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• 2019

The purpose of this study is to analyze the effects of black consumer behavior on turnover intentions. Baron and kenny (1986) The effectiveness of the analysis results, according to the verification procedure. Results of empirical analysis are as follow. black-consumer behavior has the significant positive effect on the intention of turnover of employee in restaurant. and The significance of this study indicates that service employee's psychological contract violation plays a role as mediated variable influencing the relationship between black-consumer behavior and intention of turnover. Based on the results of the empirical analysis, it was suggested that measures such as a policy banning access to black consumers or compensation system such as emotional labor allowance were needed to reduce the degree of turnover of the members of the organization. Finally, the methodological limitations of this study are presented.

• Management & Information Systems Review
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• v.36 no.4
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• pp.103-116
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• 2017

The objective of this study is to examine the effect of the serve employee which is thought as important but has not been studied almost on the response actions to the customer and organization. we tried provide the administrative implications for the black consumer management. This study built a exploratory empirical model that there is causal relationship of the service sector employee on the attitude to the customer and organization on the base of the exploratory consideration. To test hypotheses empirically, the questionnaire data were collected from 262 members of service sector in Busan and was analyzed by using Regression Analysis. Results of empirical analysis are as follow. 1) perceived black consumer behavior which service sector employee has the significant positive effect on the misbehavior to the customer. looking in detail, repetitiveness, insistence, deception, excessiveness are significant positive effect on the misbehavior to the customer. 2) perceived black consumer behavior which service sector employee has the significant positive effect on the misbehavior to the organization. looking in detail, excessiveness only have a positive effect on the misbehavior to the organization. 3) The significance of this study indicates that encourage plays a role as moderating variable influencing the relationship between perceived black consumer behavior and employee misbehavior. Specifically, The significance of this study indicates that encourage plays a role as moderating variable influencing the relationship between perceived excessiveness which the demension of the black consumer behavior and employee misbehavior. Lastly, this study suggested the implication of the result, the limitation and the direction of future study. The results of this study provide suggestion to the company.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.28 no.6
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• pp.1499-1508
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• 2018

Although fast-growing e-commerce markets gave a lot of companies opportunities to expand their customer bases, it is also the case that there are growing number of cases in which the so-called 'black consumers' cause much damage on many companies. In this study, we will implement and optimize a machine learning model that detects black consumers using customer data from e-commerce store. Using filter method for feature selection and 4 different algorithms for classification, we could get the best-performing machine learning model that detects black consumer with F-measure 0.667 and could also yield improvements in performance which are 11.44% in F-measure, 10.51% in AURC, and 22.87% in TPR.

• Journal of Convergence for Information Technology
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• v.12 no.5
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• pp.183-193
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• 2022

The purpose of this study is to analyze the effect of black consumer behavior perception on the anger expression and turnover intention of beauty workers. For data collection, the final 392 copies were used by distributing questionnaires to 400 people for three months from November 1, 2021 to January 31, 2022, centering on beauty service workers in Seoul, Gyeonggi, and Incheon. For data analysis, SPSS 25.0 program was used. Frequency analysis was performed to identify demographic characteristics, and factor analysis and reliability analysis were performed to understand the validity of the measurement tool. Correlation analysis, A regression analysis was performed. As a result of the analysis, the transient and deterrence of black consumers had a positive (+) effect on anger expression, anger suppression, and turnover intention, and anger expression and anger control had a positive (+) effect on turnover intention. Therefore, it is necessary to raise excessive problems of black consumers or eradicate forced services, and it is believed that proper customer response methods and programs for stress relief should be provided by members.

• 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.

• 식품문화 한맛한얼
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• v.2 no.4
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• pp.65-66
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• 2009

• The Monthly Technology and Standards
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• s.90
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• pp.55-57
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• 2009

• Human Ecology Research
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• v.53 no.4
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• pp.351-362
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• 2015

This study examined differences in counseling work and work performance in a firm by the individual characteristics of counselors. This study also investigated the effects of consumer counselor's reaction and stress from counseling work on counselor satisfaction in regards to counseling work and work performance. The results of this study are as follows. First, consumer counselor's work satisfaction was high for female counselors, university-educated, with middle or high status occupations, had short work years, had a higher tendency towards consumerism, worked in a counseling department with an active reaction policy towards consumer complaints, and had a lower level. Second, the work performance of a counselor was high for those who were older, university-educated, had short work years, worked in large-size counseling departments in a firm, had a higher tendency of consumerism, and worked in counseling departments with active reaction policies toward consumer and consumer's complaints. Third, consumer counselor's work stress effected work satisfaction but did not influence work performance. The counselor's reaction towards consumer's complaints influenced the work performance but did not influence the work satisfaction of a counselor.