• Fashion & Textile Research Journal
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• v.24 no.2
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• pp.183-194
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• 2022

This study aims to understand the consumers' negative responses to communication failure of chatbots caused by their imperfections. Specifically, this study examines 1) the relationship among chatbot's communication failure, dissatisfaction, negative behavior (complaint, negative word-of-mouth (nWOM), and inertia); 2) the moderating effect of technostress on the relationship between chatbot's communication failure and dissatisfaction; 3) the differences in the negative responses between the generation MZ and the previous generations. Data were collected via an online survey. First, the participants interacted with the chatbot developed for this survey, to experience the chatbot's communication failure. Thereafter, they responded to a questionnaire. PLS-SEM was conducted using the R software environment to test the hypotheses. This study empirically identified that chatbot's communication failure positively affected dissatisfaction. In addition, the customers who were more dissatisfied with the chatbot's communication failures were more likely to complain than engage in nWOM. Compared to the generation MZ, chatbot's communication failure caused a higher level of dissatisfaction in previous generations. The results suggest that online shopping malls should carefully introduce an improved chatbot service after minimizing its communication failure rate. The chatbot developers of online shopping malls targeting middle-aged and elderly consumers should strive to develop and implement strategies to further alleviate consumers' dissatisfaction in the situation of chatbot's communication failure.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.6
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• pp.3829-3836
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• 2015

The actual complaint handling response of the company serves as an important success factor for the company to reduce defection rate of customers who have complaints. In this regard, this study sought to divide the company's complaint handling response into substantial compensation, favorable employee behavior and organizational procedures, empirically verify the effects of the customer's justice perception on trust and satisfaction, and thus to present the importance of the company's actual response. To this end, the data obtained from a survey of 210 customers who filed complaints directly to the company was analyzed using SPSS and AMOS. The research results can be summarized as follows. The compensation for customers with complaints has a significant effect on justice, and the favorable employee behavior also has a significant effect on justice. In addition, the organization procedures about handling complaints have a significant effect on justice. Especially the justice as justice perception was found to affect the future behaviors of customers such as trust and satisfaction. Based on these findings, this study presented implications and suggested future research.

• Korean Journal of Human Ecology
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• v.9 no.4
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• pp.491-503
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• 2000

The purpose of this study is to investigate the purchase behavior, response, and complaining behavior for discounting claims in clothing products. The subjects are composed of 360 female consumers. Data were collected through questionnaire. Descriptive analysis was used for analysis of this study. The findings of this study were as follows: First, female consumer used department store for buying discount apparel products the most. The percentage of buying casual or sports wear for discounting was the most. Most consumers purchased clothing products when discounting at 20-40 percentages. Second, even if, consumers tended to distrust discounting claims, they were satisfied with discount apparel products. Especially, they were satisfied with price, design, color, and size, while they were dissatisfied with sewing and fabric in discount products. Third, most consumer knew the knowledge of consumer rights, but most dissatisfied consumers did not assert positive consumer's right. Therefore, marketer should increase the accessibility of their complaint receiving mechanism for dissatisfied consumers in retail environment.

• Fashion & Textile Research Journal
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• v.12 no.6
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• pp.745-754
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• 2010

This study is to find return factors when modern consumers purchase goods from an internet shopping mall and then to analyze the characteristics of complaints act and information search behavior. Subjects of research are 245 men and women, who have experience with more than one return in internet fashion shopping mall, in their twenties. The data were analyzed by using Factor analysis, Cronbach's analysis, one-way ANOVA, Duncan test as a post identification, Pearson's correlation analysis and multiple regression analysis. The results of this study are that male and female consumers in their 20s are mainly aware of the return factors: impulse buying, product status, deliver service, service after purchase, hype and comfortableness. And complains behavior often conduct public action, private action, nonaction. Information search behaviors for risk reduction when they purchase are product comparison, oral information search, neutral marketing information search, and service information search. The return factor from the internet fashion shopping had the greatest impact on public action and deliver services factor was a big complaint. In addition, impulse buying & Hype affect private action and non-action is influenced by impulse purchase. The consumer types by the return factors in internet fashion shopping mall are classified into the return group by deliver service, the return group by complex factors, and the return group by product status. Furthermore, there are significant differences in complaining behavior among these groups. In the information search behavior for reduction of risk factors, the return group by complex factors did more active information search behavior than the other groups. The return group by deliver service searched oral information and the return group by product status explored the neutral marketing information.

• Journal of the Korean Home Economics Association
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• v.39 no.12
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• pp.107-127
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• 2001

The objectives of this study were to investigate how the types of awareness of cost and benefit of consumer complaining behavior about the private educational institute services were classified, how different demographic and consumer complaining rebated characteristics were according to the types of awareness of cost and benefit about consumer complaining behavior, and what were the determinant factors of the types of awareness of cost and benefit about consumer complaining behavior. The survey of this study 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 private educational institute in recent two years. Major findings were as following: (1) The types of awareness of cost and benefit of consumer complaining behavior about the private educational institute services were classified into four - awareness of high cost and low benefit, high cost and high benefit, low cost and medium benefit, medium cost and medium benefit. (2) The attitude about complaints, the confidence of success about complaint, and the knowledge about complaints were different significantly according to the types of awareness of cost and benefit about consumer complaining behavior. (3) The types of awareness of cost and benefit about consumer complaining behavior were different significantly according to only a school year among demographic characteristics. (4) The determinant factors of the types of awareness of cost and benefit about consumer complaining behavior were the attitude about complaints, the confidence of success about complaints, the knowledge about complaints, and the major field of study.

• Proceedings of the Korean Geotechical Society Conference
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• 2008.03a
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• pp.189-198
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• 2008

Lots of roadway tunnel have been almost constructed in forms of closely-spaced tunnel in korea. If closely-spaced tunnel is not constructed at a sufficient distance between tunnels, the problem of stability can occur. However, the case that can not secure a sufficient distance between tunnels can occur due to a difficulty in buying a lot and an issue of popular complaint and environmental disruption. Generally, tunnels are not influenced by each other when a center distance between tunnels is two times longer than tunnel diameter under the complete elastic ground and five times under the soft ground. In this study, the scaled model tests of closely-spaced tunnel by using homogeneous material were performed and induced displacements were measured around the tunnel openings during excavation. The influence of distance between tunnels on the behavior of closely-spaced tunnel was investigated.

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

• The Research Journal of the Costume Culture
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• v.15 no.1 s.66
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• pp.25-36
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• 2007

As the materials being used in children's clothing become diverse, the number of reported problems related to various aspects of washing and wearing is increasing. Many customers experience great dissatisfaction when using these children's garments due to their lack of professional knowledge in washing, fabric, and detergents. Thus, this paper focuses on various cases in which housewives have experienced product damage after washing their children's garments according the prescribed directions. Of particular interest is how the consumers respond to such damage in garments and how their experiences with garment damage affect the sellers of these garments. A total of 292 housewives with children less than 8 years old living in Seoul responded to our survey, out of which 83 reported to have suffered negative consequences. By analyzing the 83 responses, the following results were found: First, the problems reported by the housewives in regards to washing children's garments were mostly related to the durability or color change problems. Secondly, the most favored means of response to garment damage were 'complaining directly to the seller' (16.7%) and 'complaining at the customer service department of the manufacturer or seller' (13.5%). Thirdly, among the actions they requested to the seller/manufacturer, 'ask for an exchange' marked the highest. Lastly, respondents admitted that their experiences with garment damage as well as the attitude or response of the manufacturer/retailer to their complaints would influence their repurchase intention.

• Journal of the Korean Operations Research and Management Science Society
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• v.41 no.1
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• pp.1-19
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• 2016

While previous studies on service failures mainly focused on general services, this study examines the effects of failed financial services on the psychological process and behavioral responses of consumers. The important factors of financial service (relational benefits, convenience, branch satisfaction, product diversity, company stability, and product profitability) are regarded as antecedents in our model. We study how each factor of failed financial service affects the negative emotions of consumers through the attribution process and how these arising emotions influence their behavioral responses. Through path analysis, this study shows that failure of service factors of relational benefits, branch satisfaction, and convenience induces disappointment, with the mediation effect of external attribution. Meanwhile, failure of service factors of product diversity and product profitability induces regret, with the mediation effect of internal attribution. Disappointment leads to complaint behavior, and regret leads to switching behavior. Unlike previous studies, the present one considers the important factors of financial service and their effects on the affective and behavioral responses of consumers.

• Journal of Information Technology Services
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• v.19 no.6
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• pp.83-95
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• 2020

"I think security is only trying to make it uncomfortable." "10% of my work is entering IDs and passwords, such as boot passwords, mobile phone authentication numbers, etc." As reflected in the complaint above, stress caused by information security among organizations' members is increasing. In order to strengthen information security, practical solutions to reduce stress are needed because the motivation of the members is needed in order for organizations to function properly. Therefore, this study attempts to suggest key factors that can enhance security while reducing information security stress among members of organizations. To this end, based on the theory of protection motivation, trust and security stress from information security policies are set as mediating factors to explain changes in security reinforcement behavior. Furthermore, risk, efficacy, and reaction costs of cyberattacks are considered as prerequisites. Our study suggests a solution to the security reinforcement problem by analyzing the factors that influence the behavior of members of organizations. In turn, this can raise protection motivation among members.