• 경영과정보연구
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• 제32권2호
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• pp.107-135
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• 2013

오늘날 소비자의 불평행동은 기업에게 있어 소중한 마케팅 정보원천으로 인식되고 있으며 따라서 소비자 불평행동을 유도하는 요인에 관한 연구들이 이루어지고 있다. 소비자 불평행동에 관한 기존 연구들은 불평행동에 영향을 미치는 요인을 주로 개인적 특성에 초점을 두고 있어 기업이 통제할 수 있는 요인에 관한 시사점을 제공하는데 있어 제한적이라고 볼 수 있다. 본 연구는 소비자의 불평행동에 직접적인 영향을 미치는 요인으로 지각된 불평성공가능성과 불평비용을 설정하였고 이러한 지각된 불평성공가능성과 불평비용에 영향을 미치는 기업행동관련 요인으로 기업의 정서적 보상성향, 기업의 물질적 보상성향, 불평 접근성, 종업원 권한부여를 포함시켰다. 이에 대한 실증분석을 통해 소비자 불평행동을 유도하는 기업대응전략에 관한 시사점을 제공하고자 하였다.

• 한국건축시공학회:학술대회논문집
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• 한국건축시공학회 2021년도 봄 학술논문 발표대회
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• pp.279-280
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• 2021

The conflict is gradually increasing and becoming more serious in Korea. Especially, there are many conflict among stakeholders in public construction projects and its economic, social effects are enormous. This negatively affects the performance of construction projects, such as schedule delay and increasing construction costs. Complaints are often extended to public conflicts so that complaints have to be considered for conflict management. However, complaints and conflicts were distinguished and have been studied differently in previous studies. In this research, the literature that analyzed complaints and conflict factors was reviewed, and the complaint that included the conflict factors were categorized and derived.

• Asia pacific journal of information systems
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• 제31권4호
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• pp.527-542
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• 2021

The government-driven open data policies are on the rise to protect consumers from misunderstandings and monitor the companies. However, in contract-based industries such as insurance, the contract-inherent characteristics make information asymmetry between consumers and companies. Our paper focuses on insurance contracts where the contingency has high uncertainty of occurrence, and the clauses may incur high costs of reading. Given those contracts, we hypothesized that the contract's clear statement decreases customer dissatisfaction and lowers the number of complaints. To empirically support the claim, we collected customers' complaint documents of insurance companies and insurance contracts from 2005 until 2017. Our econometric models showed that clearer statements and words significantly reduce the complaints after controlling for firm-specific heterogeneity and time-specific heterogeneity. We identify that insurance companies' complaint ratio significantly differ depending on the insurance contract, including specific clauses and words.

• 한국의류산업학회지
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• 제22권3호
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• pp.335-348
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• 2020

This study examines the cultural differences in Korea and the United Kingdom, and how they affect consumer complaint behavior(CCB). Technological advances allow consumers to easily access information anywhere in the world using the internet thus they demand even higher expectations from the sellers. Consumers from different cultural backgrounds, especially the millennial generation, have different ways of expressing a dissatisfying shopping experience. For this comparative study, in-depth interviews were conducted based on the methodology set by grounded theory. The results of the axial coding produced by recombining the data from open coding were visualized as a paradigm model. The main phenomenon of attitude towards complaining was formed following the causal conditions of dissatisfaction that occurred after purchasing fashion products online. The contextual condition, which is the cultural factors, affects the formation of the attitude towards complaining; and the intervening conditions, which are personal value and amplifications of dissatisfaction, had a moderating effect between the causal condition and the main phenomenon. Complaining costs, the likelihood of successful complaint, attribution, and the importance of the product were the determinants of the complaining behavior after the attitude towards complaining was formed. As a result, there were three classifications of consumer complaining behavior: no action, private action, and public action. This research will serve as a guide for online companies that wish to enter the UK fashion industry with a competitive edge.

• 한국BIM학회 논문집
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• 제13권3호
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• pp.39-47
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• 2023

This study aims to introduce a model for enhancing community well-being through the utilization of public open data. To objectively assess abstract notions of residential satisfaction, text data from complaints is analyzed. By leveraging accessible public data, costs related to data collection are minimized. Initially, relevant text data containing civic complaints is collected and refined by removing extraneous information. This processed data is then combined with meaningful datasets and subjected to topic modeling, a text mining technique. The insights derived are visualized using Geographic Information System (GIS) and Application Programming Interface (API) data. The efficacy of this analytical model was demonstrated in the Godeok/Gangil area. The proposed methodology allows for comprehensive analysis across time, space, and categories. This flexible approach involves incorporating specific public open data as needed, all within the overarching framework.

• 한국빅데이터학회지
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• 제2권2호
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• pp.95-104
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• 2017

2014년 서울시는 시민의 목소리에 신속한 응대를 목표로 '서울특별시 응답소' 서비스를 시작하였다. 접수된 민원은 내용을 바탕으로 카테고리 확인 및 담당부서로 분류 되는데, 이 부분을 자동화시킬 수 있다면 시간 및 인력 비용이 감소될 것이다. 본 연구는 2010년 6월 1일부터 2017년 5월 31일까지 7년치 민원 사례 17,700건의 데이터를 수집하여, 최근 화두가 되고 있는 XGBoost 모델을 기존 RandomForest 모델과 비교하여 한국어 텍스트 분류의 적합성을 확인하였다. 그 결과 RandomForest에 대비 XGBoost의 정확도가 전반적으로 높게 나타났다. 동일한 표본을 활용하여 업 샘플링과 다운 샘플링 시행 후에는 RandomForest의 정확도가 불안정하게 나타난 반면, XGBoost는 전반적으로 안정적인 정확도를 보였다.

• Imaging Science in Dentistry
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• 제43권2호
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• pp.99-104
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• 2013

Purpose: This study was performed to investigate the clinical usefulness of teleradiology in general dental practice. Materials and Methods: Two hundred and seventy five cases were submitted for inquiry to the case presentation board of the website of The Korean Academy of Oral and Maxillofacial Radiology for a 5 year periods. The diagnosis results of those cases were analyzed according to the disease classification, the correlation with the patient's chief complaint, the necessity of additional examinations or treatments, the image modalities, and the number of dentists inquiring. Results: Differential diagnoses of normal anatomic structures were the most frequently submitted cases, covering 15.6% of all cases. Among 275 cases, 164 cases required no additional treatments or examinations. Panoramic radiographs were the most frequently submitted images, accounting for 248 inquiries. The 275 cases were submitted by 96 dentists. Fifty-two dentists wrote one inquiry, and 44 inquired 2 or more times. The average inquiry number of the latter group was 5.0 cases. Conclusion: A teleradiology system in general dental practice could be helpful in the differential diagnosis of common lesions and reduce unnecessary costs.

• 대한장애인치과학회지
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• 제11권1호
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• pp.1-4
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• 2015

본 증례는 뇌성마비가 있는 혼합치열기의 청소년에서 치간이개를 개선하는 다양한 방법을 모색해보았다. 그 중 복합레진을 이용한 보존적 치료는 이동에 어려움이 있는 뇌성마비 환아에서 최소한의 내원 횟수, 짧은 술식 시간, 경제적이며, 가역적이고 단순한 치료법이다. 이를 통해 높은 심미적 만족도와 발음 및 교합력 개선을 통해 본 환아의 삶을 질을 높일 수 있을 것으로 기대한다.

• The Korean Journal of Pain
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• 제34권4호
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• pp.417-426
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• 2021

Background: Non-cardiac chest pain (NCCP) is a common patient complaint imposing great costs on the healthcare system. It is associated with psychological factors such as depression. The aim of the present study is determining depression predictors in NCCP patients. Methods: The participants of this cross-sectional study were 361 NCCP patients. Patients filled out questionnaires concerning their sociodemographic, lifestyle, and clinical factors (severity of pain, type D personality, somatization, cardiac anxiety, fear of body sensations, and depression). Results: Based on multiple ordinal logistic regression, lack of physical activity (odds ratio [OR], 1.78; 95% confidence interval [CI], 1.09-2.87), sleep quality (OR, 2.98; 95% CI, 1.15-7.69), being a smoker (OR, 1.33; 95% CI, 2.41-4.03), present pain intensity (OR, 1.08; 95% CI, 1.05-1.11), type D personality (OR, 2.43; 95% CI, 1.47-4.03), and somatization (OR, 1.22; 95% CI, 1.15-1.3) were significant predictors of depression in NCCP patients. Additionally, multiple linear regression showed that being unmarried (β = 1.51, P = 0.008), lack of physical activity (β = 1.22, P = 0.015), sleep quality (β = 2.26, P = 0.022), present pain intensity (β = 0.07, P = 0.045), type D personality (β = 1.87, P < 0.001), somatization (β = 0.45, P < 0.001), and fear of bodily sensation (β = 0.04, P = 0.032) increased significantly depression scores in NCCP patients. Conclusions: Physicians should consider the predictors of depression in NCCP patients which can lead to receiving effective psychological consultations and reducing the costs and ineffectual referrals to medical centers.

• 한국IT서비스학회지
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• 제19권6호
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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.