• 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.

• Proceedings of the Korean Institute of Building Construction Conference
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• 2021.05a
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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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• v.31 no.4
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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.

• Fashion & Textile Research Journal
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• v.22 no.3
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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.

• Journal of KIBIM
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• v.13 no.3
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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.

• The Journal of Bigdata
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• v.2 no.2
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• pp.95-104
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• 2017

In 2014, Seoul Metropolitan Government launched a response service aimed at responding promptly to civil complaints. The complaints received are categorized based on their content and sent to the department in charge. If this part can be automated, the time and labor costs will be reduced. In this study, we collected 17,700 cases of complaints for 7 years from June 1, 2010 to May 31, 2017. We compared the XGBoost with RandomForest and confirmed the suitability of Korean text classification. As a result, the accuracy of XGBoost compared to RandomForest is generally high. The accuracy of RandomForest was unstable after upsampling and downsampling using the same sample, while XGBoost showed stable overall accuracy.

• Imaging Science in Dentistry
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• v.43 no.2
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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.

• The Journal of Korea Assosiation for Disability and Oral Health
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• v.11 no.1
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• pp.1-4
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• 2015

Diastema is thought to be a problem related to aesthetics, pronunciation, or malocclusion. Due to its extent and patient conditions, orthodontic treatment, prosthodontic treatment, and conservative direct resin restoration are the treatment options for diastema closure. Additional factors need to be considered when deciding on the most appropriate treatment of diastema, particularly for patients with cerebral palsy. A 13-year-old girl visited the Department of Pediatric Dentistry at Yonsei University Dental Hospital with a chief complaint of the large gap between her upper front teeth. After clinical and radiographic examinations, midline diastema of 4.5 mm, protrusive maxilla incisors, congenital missing teeth, retained primary teeth, etc. were identified. Prosthodontic treatment with intentional root canal treatment was not appropriate because of the patient's age. Dental spaces can be closed effectively via orthodontic appliances. However, additional prosthodontic and restorative intervention is unavoidable, which incurs significant costs and requires more time. Instead of orthodontic and prosthodontic treatment, direct resin restoration can address the chief complaint; these restorations are reversible, less harmful to other oral structure and teeth, relatively easy to apply, less expensive than other treatments, and require shorter office visits. Midline diastema can be treated in several ways. For diastema closure in patients with cerebral palsy, conservative resin restorations are a short, simple, and appropriate treatment compared with orthodontic or prosthodontic treatments.

• The Korean Journal of Pain
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• v.34 no.4
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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.

• 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.