• 국제학술발표논문집
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• The 9th International Conference on Construction Engineering and Project Management
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• pp.111-118
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• 2022

Conflicts in public construction projects become more serious and complex so that they have a negative effect on performance of projecets. Conflicts in public construction projects are defined as expanding in complaints. This study analyzes the relationship structure and effect on performance between complaints and conflicts. First of all, 219 survey data collected from industry experts were used to derive complaints arising from the project and to understand the characteristics of each complaint. In the case of environmental damages, rather than environmental damage during construction, harmful substances or effects that can occur in completed facilities cause complaints from local residents, and opposition from environmental groups has a great effect on time and cost increase. As for safety damage, civil complaints related to prevention and countermeasures for safety accidents occur frequently, and additional construction affects cost increases. Through this study, it is possible to understand the serious complaints that are prone to conflict in public construction projects, their frequency, and the performance of the project.

• 품질경영학회지
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• 제47권3호
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• pp.641-659
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• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• 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.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2012년 춘계학술대회
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• pp.513-523
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• 2012

• 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.

• 한국IT서비스학회지
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• 제10권2호
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• pp.21-39
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• 2011

After ten years from the introduction of CRM systems, many companies reevaluate CRM from the perspective of customers. This paper classifies CRM activities at the contact points with customers and investigates the effect of CRM activities on perceived benefits and the effect of perceived benefits on behavioral intention in the Korean cosmetic industry. The result showed that contact management and complaint handling affected social benefits and that customers perceived confidence benefits from contact management, complaint handling, and churn management. Special treatment benefits were affected by all CRM activities including compensation management. Finally, all kinds of benefits had effects on behavioral intention such as recommendation intention and repurchase intention.

• 한국전자거래학회지
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• 제22권4호
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• pp.141-158
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• 2017

최근 고객들은 다양한 IT 채널을 이용해 의견을 자유롭게 표현할 수 있게 되었다. 이에 따라 기업은 고객들의 의견 중 특히 부정적인 의견을 효율적으로 관리하기 위해 큰 노력을 기울이고 있다. 기존의 연구들은 주로 고객의 불만 제기 횟수나 상담시간 등의 양적 데이터를 이용하여 고객 이탈 방지에 관해 연구하였으나, 고객이 실제로 언급한 불만 내용을 분석한 연구는 한정적이다. 따라서 본 연구는 고객 불만 데이터를 중심으로 고객 이탈에 영향을 주는 요인들을 알아보기 위해 이탈-항의 이론(Exit-voice theory)을 바탕으로 보안업체의 고객센터로 접수된 46,235명 고객의 268,364건의 상담내용을 양적인 측면뿐이 아니라 질적인 측면에서도 실증 분석하였다. 감성 분석 방법을 활용하여 상담내용의 감성값을 도출하고, 도출된 감성 사전을 이용해 고객의 만족 여부를 명시적으로 알기 어려운 상담내용의 고객 만족도를 예측하였다. 마지막으로 이 감성 값이 고객의 이탈에 미치는 영향을 로지스틱 회귀분석을 통해 분석하였다. 분석 결과 고객이 만족 여부를 명확히 응답하지 않은 경우에도 감성 분석을 이용해 계산된 각 감성값이 고객 이탈에 서로 다른 영향을 준다는 것을 알 수 있었다. 향후 본 연구에서 제시한 감성 분석을 통한 만족도 예측방법으로 고객의 숨은 의도를 효과적으로 파악하여 고객 불만 관리에 실무적으로 활용될 수 있을 것으로 기대한다.

• 한국병원경영학회지
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• 제16권1호
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

• 가정과삶의질연구
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• 제23권4호
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• pp.79-89
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• 2005

This study was conducted to encourage dissatisfied consumers to initiate an active complaining process over beauty salon services as well as to reduce consumer dissatisfaction at the time of using such services. A questionnaire survey was conducted with female consumers over the period between December 1 and December 20, 2004. A total of 753 questionnaires were used for the final analysis. The following findings were obtained: 1. Consumer dissatisfaction index with beauty salon services was 23.02 (65.77/100) and the respondents showed the highest level of dissatisfaction with the price. 2. The level of complaints about beauty salon services was very low, as shown by the index value 7.12 (25.43/100). Most of the respondents simply did not go back to the particular beauty shop, or complained privately to people around them when they felt dissatisfied with beauty service. 3. Benefit awareness and level of dissatisfaction had the greatest effect on the complaint behavior about unsatisfaction beauty salon services.

• 대한한방부인과학회지
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• 제29권3호
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• pp.121-131
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• 2016

Objectives: This paper was aim to report the clinical study for five cases received Korean medicine hospital treatment because of hysterectomy sequelae within 5 days after surgery.Methods: The patients having treated with hospital management, from March 1st in 2014 until March 24th in 2015, was enrolled in this study. We collected their age, chief complaint, vice complaint, diagnosis, visit days after surgery, treatment period, and etc. We treated the patients with acupuncture, moxibustion, and herbal medicine.Results: All of the cases treated with Korean medicine in this study revealed the recovery. The vice complaint also had improved.Conclusions: Korean medicine is effective on patients having variable postoperative symptoms following hysterectomy. And it is necessary to conduct an additional treatment about menopause symptoms.