• Proceedings of the Korean DIstribution Association Conference
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• 2006.08a
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• pp.21-46
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• 2006

본 연구에서는 인터넷 쇼핑몰에서 불만족을 경험한 고객들의 불평요인 및 불평행동유형을 파악하고, 쇼핑몰 업체의 불평처리방법에 대한 평가를 바탕으로 효과적인 불평처리방안을 제시하였다. 연구 결과 불평행동을 하는 고객의 유형은 직접행동파, 사적행동파, 소극행동파, 적극행동파 등으로 구분되었다. 이 가운데 사적행동파가 가장 높게 나타나 인터넷 환경에서는 사적행동파에 대한 효과적인 불평처리 방안에 관한 노력이 가장 필요한 것으로 확인되었다. 직접행동파는 해당 쇼핑몰 업체에게 직접 문제해결을 요구하기 때문에 불평처리에 대한 공정성, 불평 후 만족과 충성도 측면에서 가장 효과적인 것으로 확인되었다. 그리고 고객의 모든 불평행동유형에서 가장 심각한 불만족 요인으로는 배송오류 및 지연과 제품결함인 것으로 확인되었지만, 사적행동파와 소극행동파는 부정확한 정보제공과 과장광고 등을 심각하게 생각하고 있었다. 인터넷 쇼핑몰 업체는 불평고객들의 불평해결을 위해 직접적인 접촉을 할 경우 가장 효과적인 불평처리를 할 수 있기 때문에 사적행동파와 소극행동파의 불평행동을 유발하기 위한 노력이 필요하다. 또한 쇼핑몰 관리자의 불친절 및 반응은 심각한 불만족 요인은 아니지만, 배송오류 및 지연과 제품결함과 같은 심각한 불만족요인에 대해서는 직접적인 사과 및 쇼핑몰 관리자의 친절한 태도를 포함하여 현금 환불 등 불평처리를 해야 한다. 그리고 고객의 관점에서 인터넷 쇼핑몰을 보다 편리하고 유용하게 설계할 필요가 있다.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.1
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• pp.90-110
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• 1999

Understanding consumer complaining behaviors plays a key role in post-purchase satisfaction customer retention and long-term customer relationships. This research was conducted to empirically investigate 1) the taxonomy of complaining behavior 2) causes and types of clothing complaining behavior according to sex. The subjects compoed of 250 male and 358 female consuemrs. Data were colleted through questionnaires employing the critical incident methodology. The findings indicated that clothing complaining behavior was fitted well into Singh(1998)'s three-factor model(i. e. voice/private / third-party complaining behaviors) these factors explained 53% of the total variances 75.1% of male and 65.2% of female group complained of poor instruental performance. The types of complaining behaviors were no action negative word-of-mouth to friends and associates n order. Most dissatisfied consumers didn't assert positive consumer's right. Marketer should increase the accessibility of their complaint receiving mechanisms to passive customers.

• Journal of Fashion Business
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• v.21 no.1
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• pp.112-123
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• 2017

This study investigated if there are differences between Korean and Chinese consumers among the determinants of consumer complaint intention, type of complaint intention, and traits of complaining behavior. Sample subjects used in this study were female college students in Jeollabukdo and Jeollanamdo, Korea and Yunnam, China. Questionnaire data from 780 college students(Korea: 441, China: 339) were analyzed through a reliability analysis, factor analysis, frequence, mean, and multiple regression analysis. The results of the study were as follows. First, complaint intention of college students was divided into 3 factors, voice, private, and third party. Second, the findings of regression analysis for the total sample showed that the determinants of the factor 'voice' were the country, salespeople, product involvement, complaint cost, psychological tension, and social benefit. Whereas, the determinants of the factor 'private' were the producer, product involvement, psychological tension, and social benefit. Also, the determinants of the factor 'third party' were the country, oneself, salespeople, complaint cost, personal norms, and social benefit. Third, significant differences were indicated in the determinants of the 'voice', 'private' and 'third party' factors of complaint intention between Korean and Chinese consumers. Fourth, the complaint intention factors of 'voice' and 'third party' of Chinese consumers were higher than Korean consumers. Fifth, the attributions to dissatisfaction of Korean consumers were higher than Chinese consumers, and the product involvement, possibility for success, and consumer complaint attitudes of Chinese consumers were revealed to be higher than Korean consumers.

• CRM연구
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• v.2 no.2
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• pp.71-88
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• 2009

The purpose of this thesis is to examine the effects of e-CRM activities by the internet shopping mall companies on the purchase activities of purchase customers and the potential customers. The internet shopping companies utilize e-CRM to systematically identify customers' varying demands, and to utilize the results as marketing tools, thus producing a significant effect on the potential customers by generating customer feedback through e-Community. Contrary to their intention, however, cognitive dissonance can occur through e-Community, which may lead to customers' complaints. If these complaints are not properly managed and settled in a timely manner, they can be transferred to other potential customers, and the conformity phenomenon could be created by other complaining customers. Findings obtained through this thesis are as follows: If cognitive disharmony is created by customers who purchased products through the internet shopping malls, this can lead to private complaining behaviors, and subsequently, these behaviors are formed through e-Community. If the internet shopping mall companies do not take any timely and proper measures to intervene in the stage of private complaining behaviors in the first place, these behaviors will immediately escalate into the public complaining behaviors. Furthermore, the complaints will be transferred to other potential customers, ultimately resulting in their swift expansion. In other words, contrary to intention of the internet shopping mall companies, e-CRM does not facilitate the potential customers purchase decision, it rather affects them to postpone or withdraw their purchase decision. Accordingly, the internet shopping mall companies are required to manage e-Community with extreme care, and they should promptly respond to the complaining customers so that e-Community can function properly.

• The Journal of the Korea Contents Association
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• v.14 no.11
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• pp.695-701
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• 2014

The Police force and other public sector organizations do not like non-ethical evaluation of their members and disclosure of evaluation results. However, it is essential for survival and growth of the organization to identify, measure and resolve accurately the non-ethical behaviors of their members. In this study, the dimensions of police officers' unethical behavior were categorized as negligence, personal use, dishonesty, and misconduct of police officers, and the level of those dimensions were measured. After that, the differences due to the individual and work environmental characteristics were explored. The result showed that the level of non-ethical behavior was lowerer than the average. And the differences was statistically significant according to gender, rank of organization, deployed department of the work, and the period of work duration. This implied the necessities of education of police ethics, ethical atmosphere, and establishment of ethical system per differences in individual and work environmental characteristics. Also, considering the fact that the low level of ethical behavior did not lead to ethical action in actual and the inherent problem in research method how frankly the respondents answered the negative self-evaluation, continuous interest in non-ethical behavior and further systemic research are needed in a dimension of personnel management.

• Informatization Policy
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• v.21 no.4
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• pp.59-80
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• 2014

As usage of smartphone increases, it causes various social issues including smartphone addiction. This study, therefore, examined the impact of smartphone users' multitasking behaviors, satisfaction and flows on the smartphone addiction. Also, this research investigated the impacts of users' characteristics such as their polychronicity, innovativeness, and self-efficacy on their multitasking behaviors. The results of this study can be summarized as follows: users' polychronicity showed positive impact on their multitasking behaviors while innovativeness and self-efficacy did not. In addition, users' multitasking behaviors had significantly positive effects on satisfaction, flow and addiction. Users' satisfaction, however, did not show the direct impact on addiction while the positive impact on the flow, which in turn had direct effects on addiction. In sum, users' polychronicity and their multitasking behavior can be considered one of the most important predictors directly and indirectly through flow explaining smartphone addiction.

• Journal of the Korean Home Economics Association
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• v.39 no.9
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• pp.153-174
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• 2001

The objectives of this study were to examine the propensity and to analyze some determinants of complaining behavior about the educational services of private institutes. The survey was conducted by means of self-administered questionnaire with 546 university students Living in Seoul and Cheongjoo. They had an experience of studying in the educational services of private institutes in recent two years. Major findings were as following: (1) The propensity of private complaining behavior about the educational services of private institutes averages 3.36 points out of 5. This score is beyond the middle slightly. Whereas the propensity of pubic complaining behavior is very low. (2) According to the discriminant analysis, tuition fee, information supplied for solving the dissatisfaction, and altitude about the complaining behavior are the determinants to distinguish between complaining/non complains behavior group of private complaining behavior. (3) Information supplied for solving the dissatisfaction, kindness of the stars, the establishment, the way of making tuition fees, the degree of awareness of cost, the attitude about complaining behavior, the confidence of success for complaining behavior are the determinants to distinguish between complaining/non complains behavior group of public complaining behavior.

• Journal of the Korean Home Economics Association
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• v.43 no.7 s.209
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• pp.23-35
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• 2005

This study examined the consumer complaining behavior after purchasing functional health foods and investigated the variables which influence public and private consumer complaining behavior. The subjects of this study were 206 consumers who were dissatisfied after purchasing functional health foods. The survey was conducted during September. 15-October 6, 2003. Percentiles, frequencies, means, $X^2$ and logistic regression were utilized for data analysis with SPSS program. Major findings were as follows: 1 The groups reporting public complaining behavior were over college graduate, high income workers, professional and clerical workers(demographic variables). Purchasing related variable were high purchasing price, strategy of sales person and. ad, purchasing channel through door to door sales, telemarketing, multi level sales, and home shopping, purchasing purpose of weight control and cosmetic. 2. The groups reporting private complaining behavior were high school graduate, low income workers, housewives and the unemployed(demographic variables). Purchasing related variable were low purchasing price, the case of consumer need, purchasing in the shop, purchasing purpose of health restoration.

• Science of Emotion and Sensibility
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• v.19 no.4
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• pp.55-70
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• 2016

It has been suggested that few studies were completed on psychological aspect of coffee drinking behavior though coffee researches have been mainly focused on marketing or business purposes. In this study, fifteen university students were participated to a group interview for concept mapping analysis asking about their meaning and purpose of coffee drinking behavior. Sixty nine statements were extracted from the interview, and categorized into seven clusters using multi dimensional scaling analysis and hierarchical cluster analysis. Seven clusters were Personal method of getting the desired physical effect, As a method of social activities, Method to get psychological consolation, Drink for spending time and using space, Habitual drink and use of caffeine's effect, Enjoying coffee's various characteristic and attraction, and Enjoying coffee's various characteristic and attraction. Two factors were identified based on these clusters such as internal-external motivation to drink coffee and emotional-physical effect of coffee. Participants ranked their priority of those clusters; the cluster of "Drink for spending time and using space" was first ranked. Limitations and suggestions for future research were also discussed.

• Journal of Digital Convergence
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• v.15 no.8
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• pp.169-182
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• 2017

The purpose of this study is to empirically examine a behavior improvement of unethical information sharing through the ethics program in organization. An unethical behavior of information sharing on organization members is to be get to private interests through divulgence of company's confidential information. An unethical information-sharing of individual is the opportunist and selfish behavior for an expansion of social capital and shows a negative ripple effect in organization. When conducting the research methods, the analysis order performs the cluster, discriminant, t-test and multiple regressions. According to the study, There are differences the behavior of unethical information sharing between opportunist and non-opportunist. The opportunist member for unethical behavior improvement required the program operation both value and compliance oriented program. Non-opportunist member required only the value-oriented program. The upcoming research needs to explore both ethics program's frequency and action of a punished person.