• Title/Summary/Keyword: 소비자불평행동

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A Study on The Influencing Factors on the Customer Complaint Intention - Focusing on The Factors Under Company's Control- (고객 직접 불평행동의도의 영향요인에 관한 연구 -기업이 통제할 수 있는 요인을 중심으로-)

  • Im, Guk-Hwa;Park, Ju-Sik
    • 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.

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Consumers Vigorous Complaining Behaviors in the Internet Web Site Explained By Integrating Theory of Planned Behavior and Anger (인터넷 웹사이트에서 소비자의 적극적 불평행동에 관한 연구: 감정이론과 계획행동이론을 중심으로)

  • Cho, Seung-Ho;Jo, Jung-Yul
    • The Journal of the Korea Contents Association
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    • v.11 no.12
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    • pp.220-229
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    • 2011
  • The present research integrates the core aspects of anger with the theory of planned behavior to investigate factors influencing online activism in a Web site. This study conducted online survey, and the sample was members who joined the V4400 Sobi-ja-heem Web site. The Web site Sobi-ja-heem was initiated by a consumer who was irritated at the cell phone manufacturer Samsung Inc. because its model, "Anycall" had major product defects such as the malfunction of the camcorder, poor tone quality, fuzziness of the screen, and broken text messages. The findings suggests that adding anger in Theory of Planned Behavior (TPB) enhances the explanatory power of the theory in predicting an intention to participate in activities to correct the issue, which indicates the possibility of combining emotion and the TPB in the prediction of online activism.

Consumers' Attitude toward Complaining: A Cross-Cultural Comparison of its Traits Predictors (소비자 불평토로성향에 대한 성격특성 예측변수: 한·미 비교문화적 접근)

  • Park, Sojin;John C. Mowen
    • 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.

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The Effect of Attributions to Switching Barrier on Negative Emotions and Complain Behaviors (전환장벽의 귀인이 부정적 감정과 불평행동에 미치는 영향)

  • Jeong, Yun-Hee
    • Management & Information Systems Review
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    • v.36 no.2
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    • pp.223-237
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    • 2017
  • This study focus on the effect of switching barrier on negative performance. To suggest the negative effect of switching barrier, we reviewed the researches on service-failure and attribution theory. The model which we present in the research study includes the antecedents and consequences of negative emotions(regret, resentment) that caused by switching barriers. The former factors consist of internal attribution and external attribution. The latter factors consist of acceptance, complain, negative word-of-mouth. Survey research is employed to test these hypotheses. Previous researches, such as service marketing, psychology, have been referenced to measure constructs. We collected data involving various service area, and used 189 respondents to analyze these data with LISREL structural modeling. The hypothesized relationships were statistically significant. Internal attribution had positive effect on regret and external attribution had positive effects on resentment. And then regret had significant effects on acceptance and complain behaviour. Also resentment strongly effects on complain behaviour and negative word-of-mouth. We concluded with managerial implications, including the potential to deeper understanding switching barrier.

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A study on consumer satisfaction based on company mistakes compensation program for companies advancing into overseas market: a comparison of laptop and restaurant service between Korean and Japanese consumers (해외진출 기업을 위한 기업과실 보상프로그램의 소비자 만족도 연구 : 한.일 소비자의 노트북 구매와 레스토랑 서비스 비교)

  • Sohn, Won-Sang
    • International Commerce and Information Review
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    • v.15 no.1
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    • pp.3-34
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    • 2013
  • This research, which was experimented by dividing tangible and intangible products, established the influence that affects recovery for consumers' complaint behavior and behavioral intention as per each different compensation program. In Experiment 1, the consumers, who experienced complaint behavior owing to company's mistake, have preferably recovered through the compensation program offered by the company. However, there was a significant difference in preference recovery between products that caused complaint behavior. According to the study result, the more clear preference recovery was shown in the case of purchasing laptop than the case of dining in family restaurant. Additionally, the consumers' emotion recovery was possible through compensation.; There was a emotion recovery disparity depending on product type between purchasing laptop case and dining in family restaurant case. The consumers, who experienced complaints, were only able to recover their preference, emotion, and behavioral intention through compensation of which recovery was greater in tangible product case than ordinary service. Meanwhile, there was no distinct difference between recovery compensation types even though the products were identical-type ones whereas it appeared that such tangible product which showed greater purchasing effort as laptop computer was more effective in stimulating emotion response. In Experiment 2, the purpose was to find out the difference between complaint behavior and its recovery process shown after purchase by Korean and Japanese college students, who have different consumer purchasing habits. The both consumers of the two countries, who experienced complaint behavior, demonstrated precise difference in preference recovery while the emotion and behavioral intention exhibited no disparity between the two consumer groups. In this experiment, it was learned that Korean college students were show-off purchase type consumers while on the other hand, the Japanese college students were famous product purchase type consumers. Thus, there was a clear difference in laptop computer purchase process and post-purchase evaluation between these two groups. In particular, the Korean college students had quicker preference recovery through compensation than the Japanese college students on account of their tendency to be consciousness of others. Nevertheless, there was no difference between the emotion recovery and re-purchase recovery and therefore, the compensation program for complaints was proven to affect the emotion and behavioral intention.

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A study on consumer complaining behavior by mobile phone services - Focused on college students in Pusan metropolitan city - (이동통신서비스의 소비자불평행동에 관한 연구 - 부산지역 대학생을 중심으로 -)

  • Kim, Young-Sook;Sim, Mi-Young
    • Korean Journal of Human Ecology
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    • v.9 no.3
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    • pp.317-333
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    • 2000
  • This study is to focus on the users of mobile communication services in Pusan metropolitan city. First this study measured the levels of consumer dissatisfaction and consumer complaining behavior. Second, this study analyzed a causal-effect on variables affecting consumer complaining behavior. The findings of this study are as follows ; 1) In area of contract and cost, variables directly and indirectly affecting consumer complaining behavior were sex, age, consumer knowledge, complaining behavior experience, attribution, and consumer dissatisfaction. 2) In area of use, variables directly and indirectly affecting consumer complaining behavior were sex, consumer knowledge, complaining behavior experience, attribution, and consumer dissatisfaction. 3) In area of services, variables directly and indirectly affecting consumer complaining behavior were sex, consumer knowledge, consumer function, complaining behavior experience, attribution, and consumer dissatisfaction.

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The Influence of Customer Emotional Response by Failure of Performing Arts Service on Consumer Complaint Behavior (공연예술 서비스 실패에 따른 고객감정반응이 소비자 불평행동에 미치는 영향)

  • Kwon, Hyeog In;Lee, Ji Eun;Baek, Bo Hyun
    • The Journal of the Korea Contents Association
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    • v.21 no.5
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    • pp.182-199
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    • 2021
  • This study was designed by paying attention to the negative aspects of the performing arts service. As interest in performing arts increases, various studies on services are being conducted in the performing arts field as well. However, although research on the positive side of performing arts services is steadily increasing, research on the negative side is insufficient. In this study, the limitations of existing studies were supplemented and the study was conducted by applying the Stimulus-Organism-Response (S-O-R) model for empirical research. The effect of failure of performing arts service as a stimulus variable on the response to complaint behavior through negative emotion as an organism was verified. As a result of the analysis, it was found that among the factors of failure in performing arts services, performance works and personal services had a significant influence on negative emotions. In addition, the influence of negative emotions on public and private complaints was confirmed. Lastly, this study will have academic significance in that it analyzed consumers by converting the factors of service failure of performing arts into variables.

Clothing Purchase Behavior of Adolescents by the Consumer Awareness (청소년의 소비자 의식과 의복구매행동)

  • 김종희;조현주
    • Journal of Korean Home Economics Education Association
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    • v.15 no.2
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    • pp.67-78
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    • 2003
  • To investigate the consumer awareness and clothing purchase behavior of adolescents, questionnaire was administered to 639 middle and high school students in Daegu. The results were as follows. 1. The consumer awareness of adolescents was analyzed to 4 factors. consciousness of right. consumer information, brand-orientedness and responsibility. Respondents were clustered into three groups : utility-oriented group, brand-oriented group, and consumerism-oriented group. 2. Respondents bought their clothes at specialty stores primarily. They used ´products´, ´family's or friends advices´, and ´purchase experiences´ as information sources. The important criteria for selecting clothes were ´design´, ´price´, and ´suitability´ for oneself. Dissatisfactions after purchasing clothes were with ´price´, ´service´, ´sewing´, and ´size´. The complaining behaviors which respondents did mainly were ´telling friends about dissatisfaction with their purchased clothes´, ´asking for change dissatisfying products or asking for refund´ and ´asking for mending´. 3. Information sources were categorized into 3 factors: ´neutral information source´, ´personal information source´ and ´commercial information source´. Criteria for selecting clothes were factor-analyzed into ´harmony´, ´fashion´ and ´management of clothes´. ´The factors of dissatisfactions with purchased clothes were ´appearance´, ´quality´ and ´service´. 4. The differences by the consumer awareness in clothing purchase behaviors among consumer groups : In information sources. criteria for selecting clothes, complaining behaviors. purchasing places. three consumer groups were different significantly.

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The Effect of Consumer Value and Unethicality on the Type of Consumer Complaint Behaviors (소비자 가치와 비윤리성에 따른 소비자 불평행동 유형)

  • Lee, Youngae;Lim, Su-Ji
    • Korean Journal of Human Ecology
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    • v.22 no.2
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    • pp.267-282
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    • 2013
  • This study analyzed the effect of consumer value and unethicality on the type of consumer complaint behaviors. Despite the obvious importance of the research on consumer complaint behaviors focused on consumer's inherent personality, there is relatively little work done. The purpose of this study is to analyze the determinants of consumer complaint behaviors in order to improve consumers' well-being and develop the market condition. The 1,050 respondents are finally analyzed using the descriptive statistics, factor analysis, and multinominal logit model. Consumer value and unethicality are significant effect on the type of consumer complaint behaviors such as no action, private action only, public action only, and both private and action. The orientation of achievement and pleasure among consumers' value is associated with the higher level of complaint behaviors compared with no action. In terms of consumers' unethicality, no harm unethicality is associated with the types of each consumer complaint behavior except no action. On the other hand, both proactive and passive unethicality increase the possibility of no action. The policy implications of the consumer education are suggested as well as the directions of customer management strategies in the business sector.

A Study on the Influence of Delivery App Service Failure Factors on Consumer Conflict and Consumer Complaint Behavior (배달앱 서비스 실패요인이 소비자 갈등과 소비자의 불평행동에 미치는 영향에 관한 연구)

  • Lee, Jae-Hak
    • Journal of Arbitration Studies
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    • v.31 no.1
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    • pp.173-194
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    • 2021
  • This study was conducted to investigate the effect of the factors of delivery app service failure on consumption well conflict emotion and complaining behavior targeting consumers with experience using delivery apps, and the results of the study are summarized as follows. First, when looking at the demographic analysis, the proportion of men was 58.1% and women were 41.9%, and the age group was the highest with 91.9% in their 20s. Second, as a result of testing hypothesis 1 that the factor of delivery app service failure will have a significant influence on consumer conflict emotions, failure to provide app information and failure to deliver/food service showed a significant positive (+) relationship. Third, as a result of the verification of Hypothesis 2, that consumer conflict emotions will have a significant effect on the consumer's continued use intention, it was found to be insignificant and rejected. Lastly, hypothesis 3 that consumer conflict emotions will have a significant effect on consumer complaints behavior is that negative word of mouth behavior, complaint behavior from service providers, and complaint behavior from service managers were adopted, but the complaint behavior was rejected by third parties.