• Korean Journal of Artificial Intelligence
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• v.8 no.2
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• pp.23-28
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• 2020

Purpose: Today, we often hear complaints from customers: poor quality, poor service, expensive prices, etc. Customer complaints are an indication that the company's products and services do not meet customer requirements, which in turn causes customer complaints. An important content of corporate marketing practice is how to use the opportunity of handling customer complaints to win the trust of customers and gain a competitive advantage. According to the concept of marketing, the way for an enterprise to obtain profits is to continuously meet the needs of customers. However, with increasingly fierce market competition and the overall formation of a buyer's market, providing high-quality products and high-efficiency and high-level services have become the eternal theme of enterprises. Therefore, meeting the actual needs of customers and effectively handling customer complaints are issues that we must take seriously. Research design, data, and methodology: This article mainly analyzes the causes of customer complaints, proposes relevant solutions for different types of complaints, builds a customer complaint management system, improves the efficiency and ability of handling complaints, and provides more references and basis for enterprises to solve customer complaints. Conclusions: To further improve the quality of enterprise products and service standards, to help enterprises increase customer loyalty and satisfaction, and to enable enterprises to gain advantages in the increasingly competitive global market.

• The Journal of Pediatrics of Korean Medicine
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• v.30 no.1
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• pp.45-58
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• 2016

Objectives The purpose of this study is to investigate about chief complaints of Korean pediatrics and adolescent outpatients in the ${\bigcirc}{\bigcirc}$ university hospital for their recent trend. Methods The study was composed of 4,677 new patients aged between 1 month and 20 years who had been visited pediatrics in ${\bigcirc}{\bigcirc}$ university hospital from 2012 January to 2015 December. Results 1. Among those patients, majority was early childhood as 51.4%, followed by early childhood, late childhood, infancy, and adolescence. 2. Chief complaints in this population have been recorded in the fall the most as 29.6%, but the distribution was inconsistent. 3. To categorize, digestive-related chief complaints were the highest as 30.6%, followed by respiratory, supplemental use, growth, psychiatrics. Respiratory-related chief complaints increased dramatically in the fall. 4. In infancy and early childhood, digestive/respiratory complaints were common, whereas, growth complaints were common in late childhood and adolescence. 5. Digestive/respiratory complaints have been over 50% out of all chief complaints annually. Psychiatric and growth-related complaints have been trending up, whereas, supplemental/skin complaints have decreased every year. 6. Specifically, anorexia were the most common in digestive complaints, and rhinitis/sinusitis were top among respiratory complaints. Precocious puberty and developmental disability increased every year. Conclusions The most common chief complaints were digestive and respiratory-related, and precocious puberty and growth issues have been trending up lately. Based on this result, more studies that targets precocious puberty and growth problems are needed.

• Journal of Oral Medicine and Pain
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• v.44 no.3
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• pp.103-111
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• 2019

Purpose: Patients with taste complaints presenting with various abnormal perceptions and alterations in gustatory function are often encountered in dental clinics. Since taste perception is thought to be influenced by numerous factors including neurological and psychological factors, the gustatory profiles of patients complaining of taste abnormalities should be very different. However, the gustatory profiles based on the clinical subtypes of taste complaints have not been fully studied. This study aimed to better understand the gustatory profiles depending on the clinical subtypes of taste complaints. Methods: Clinical data from 169 patients with complaints of altered taste were retrospectively collected to analyse their clinical and gustatory profiles. These complaints were subdivided into hypergeusia, hypogeusia, and dysgeusia for each taste quality according to the clinical types of these complaints. The gustatory profiles were then established by analysing the detection and recognition thresholds for each taste quality depending on the clinical subtypes of taste complaints. Results: Clinical analysis revealed that patients with taste complaints had widely diverse clinical profiles. There were significant differences between males and females with taste complaints in the prevalence rates of symptoms like dry mouth, tongue coating, and burning sensation. While hypogeusia (76.3%) was the most frequent type of taste complaint, it was revealed that the taste thresholds were not always consistent with the patient's description of gustatory symptoms. Conclusions: Patients with taste complaints exhibited diverse clinical profiles with sex differences. Considering the diversity of the taste complaints, the quantitative gustatory testing methods can be valuable to differentially evaluate the presence and intensity of altered taste in patients with these complaints.

• Journal of Environmental Health Sciences
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• v.45 no.6
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• pp.605-612
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• 2019

Objectives: This study aims to examine receptor-perceived characteristics of environmental and health damage in areas surrounded by industrial workplaces using environmental complaints collected by local governments in Korea. Methods: The environmental complaint data related to workplaces was collected by local governments at each municipality between the years 2015 and 2017. We analyzed the complaint data from the Busan area by the type of business (industry classification), the content of complaints (odor, smoke, noise, and certain health damage), and the frequency of complaints. Results: Among the workplaces examined, industry categories related to retail and service received the highest frequency of complaints related to noise. On the other hand, complaints of dust and odors were raised in higher frequency against manufacturing industries, indicating that air pollution was the main driver of such complaints. Most of the complaints regarding health effects from industries also contained other complaints, such as odor, noise, and dust. Our results indicate that environmental discomfort can lead to more serious health damage, and should be dealt with more seriously. Further management plans for mitigating discomforts such as noise are necessary. Conclusion: This study can be used as background data for identifying the policy priorities related to vulnerable areas polluted by industry and will contribute to improving the environmental health of residents in identified areas.

• Journal of Korean Academy of Nursing
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• v.13 no.2
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• pp.44-57
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• 1983

The explosion of the aging population is changing the social environment of today's older people. Traditionally in Korea, a large percentage(over 90%) of elderly parents have lived with their married first son. But today, the number of elderly who live with their married sons has decreased(65.6%) The number of those who live in a different situation such as with their married daughter, unmarried offspring, with a spouse or alone has increased (34.4%) We can expect that the number of the elderly who have to live in institution will increase. The objective of this investigation was to determine differences in the number of health Complaints of older people according to their living situation with a view to planning more effective health care. The sample consisted of 231 persons over 65 years of age, 60 living in an Old Age Home ana 171 living in their own home in Kwangju. Data were gathered from July 9 to 26, 1983 by nursing students using a Questionnaire which was a modified form of the Cornell Medical Index. The data were categorized according to the subjects, living, sex, educational level, previous occupation, hobbies and sexual activity. The date were analyzed for statistical significant differences using F and X²tests. findings included the following: 1. There was a higher number of health complaints from persons who live in the institution than those living at home, but the difference was not significant. 2. The highest number of health Complaints were from persons who live alone, followed by those living with their daughters, and then by those living in the institution. Persons who live with their sons had the least Complaints. The difference in the number of Complaints accord-ing to with whom they were living was significant. 3. Women had signincantly more Complaints than men. Persons who were not living with their spouses had significantly more complaints than those living with their spouses.4. The higher eductional level the persons had, the less health Complaints they had. The number of Complaints accoraing to educational level was significantly different. 5. The highest number of health complaints were from persons who had involved in Commerce and industry, followed by those in Agriculture. Persons who were civil servant had the least 6. There were more complains from persons who had no hobby than those with hobbies. The complaints. The difference was significant. difference was significant. 7. Persons who said they were sexually inactive had significantly more complaints than those who said they were sexually active. As age increased, sexual activity significantly decreased. Those who lived with their spouse were significantly more sexually active. 8. The highest number of Somatic Complaints were eye fatigue, followed by nocturnal frequency, lumbago, cramps in extremities, vertigo, stiffness in Shoulder, tinnitus, common cold and constipation. The order of Psychic Complaints from higher to lower were anger. sensitivity, anxiety, depression and loneliness. 9. This group of Elderly persons said they valued Health the most, followed by Harmony, Religion, Money and Honor.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• Journal of Korean Public Health Nursing
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• v.10 no.1
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• pp.80-94
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• 1996

This study was to investigated the complaints of physical and mental health problem of professors and officials in H University of Seoul and collected during the period from April 25 to May 31. 1995. The complaints of physical and mental health problem were measured by Cornell Medical Index. The results of this study are as follows: 1. Among the items of physical health problem. respondents showed the highest rate of complaints related to fatigability. and among the items of mental health problem. respondents showed the highest rate of complaints related to inadequacy. 2. Females showed significantly higher rates of complaints related to the musculoskeletal system(p<0.001), fatigability(p<.001). habits(p<.01), inadequacy(p<.05). and tension(p<.001) compared with those of males. Twenties showed significantly higher rates of complaints related to the digestive system(p<.01) compared with those of other age groups. Singles showed significantly higher rates of complaints related to the digestive system(p<.05). inadequacy(p<.01) and depression(p<.001) compared with those of marries. Officals showed significantly higher rates of complaints related to the cardiovascular system(p<.01). digestive system(p<.05), musculoskeletal system(p<.05), and tension(p<. 05) compared with those of professors. Resondents who have irregular eating habits showed significantly higher rates of complaints related to the digestive system(p<.01), musculoskeletal system(p<.05). habits(p<.05). and depression(p<.001) compared with those of respondents who have regular eating habits. Respondents who usually sleep below 6 hours a day showed significantly higher rates of complaints related to the cardiovascular system(p<.01). digestive system(p<.05). musculoskeletal system(p<.01). fatigability(p<.05). habits(p<.01). and tension(p<.05) compared with those of respondents who sleep above 6 hours.

• Journal of Families and Better Life
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• v.20 no.3
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• pp.113-124
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• 2002

The purpose of this study was to identify the subarea of customer complaints handling service and to accomplish the data for an improvement of complaints handling get service through the evaluation of the importance and performance on customer handling service as subdivisions of customer complaints handling service. The data were collected 303 female/male, 20-30 age by outline survey. The major findings of this study were as follows: 1) The subdivisions of customer complaints handling service were classified into four different factors ; promptness, empathy, information, policy factors. 2) As the subdivisions factors, importance was promptness, empathy>information>policy factor and performance was empathy>information>promptness>policy factor in order. 3) There were question asking the performance evaluation of influencing the total satisfaction of customer complaints handling service. There were promptness, empathy of performance evaluation of influencing the total satisfaction.

• Quality Improvement in Health Care
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• v.4 no.1
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• pp.64-80
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• 1997

Background : An important issue in health care today is in trying to center service around the hospitalized patient. There is a "Kindness Movement" developing now, where in the focus of Health Care is being changed from simply treating the basic physical needs of the patient with sophisticated technology, to keeping emotional well being healthy with more humane and attentive treatment. In our attempt to reach the goal of a completely satisfied patient, we undertook a study of the common complaints of patients, and the subsequent nature of the interventions. Method : The study was carried out in two stages, first the patients made known their complaints by filling out questionnaires, then we collected data on the attempts to alleviate the complaints. The questionnaire provided 19 different complaints, which were then analysed for such variables as content, source of complaint, persons treating the complaint, and length of time and method used to solve the complaint. Results : 1. The Chief complaints made by patients(99.1%) were of physical discomfort, such as pain, nausea, vomiting, indigestion, diarrhea and constipation. 2. The complaints were voiced primarily by either of the patient's family, or by the patients themselves(78.4). 3. The complaints were intervened by nurses alone(53.5%), physicians alone(25.5%), or by nurses and physicians together(19.25%). 4, The method by which the complaints were resolved included the utilization of prescriptions(55.7%), further explanation and education(25. 5%) and notification after treatment(13.2%). 5. Most complaints were voiced during the dayshift(42.6%, 7:00-15:00), followed by the evening shift(36.0% 15:00~22:00), and then the nightshift(21.3 %, 22:00-07:00). 6. The time required for successful resolution of the patient's problems varied from 10~88.9min, according to the nature of the complaint. Conclusion : Hopefully by knowing beforehand the nature of both complaint and intervention, we can anticipate problems and shorten reaction time, in order to provide for a more satisfied patient.

• Journal of Korean Academy of Nursing
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• v.11 no.2
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• pp.105-123
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• 1981

This study was carried out during the month of September 1976 to analyse and compare the health complaints of two groups of the university women, those who lived at home and those who lived in the university dormitory. The purpose of the study was to provide basic data required by the university health program for planning related to the health need of women students. The study sample consisted of 434 students living in the dormitory and 381 students living at home enrolled for the fall semester 1976 in a womens university in Seoul. The instrument used for the collection of data was an abridged version of a modified Cornell Medical Index. The questionarre included 35 items related to physical health complaint and 22 items related to mental health complaints. The data was treated by a computer (SPSS) using one way analysis, the Fishers' ratio and Chi-Square test at the 5％ level were used for the test for statistical significance. The interpretation of this study is limited due to the sample which was restricted to one university and not randomly selected. To guide the direction of the study, it was hypothesized that the rate of expressed health problems of students living in the dormitory would be Venter than that of students living at home. The hypothesis was tested and rejected. The following is a summary of the findings; 1. Total health (physical and mental) complaints a. There was no statistically significant difference between the home and dormitory groups with regard to total health complaints expressed. b. The rate of total complaints expressed by the home group significantly higher than dormitory group only among third year students. c. There was no statistically significant between the home and dormitory groups in their satisfaction with their economic situation. d. The home group showed a significantly higher rate of complaints related to the Nervous System compared to that of the dormitory group. 2. Physical health complaints a. Students living at home showed a significantly higher rate of physical complaints than the dormitory group. b. When the year variable was controlled, the third year was the only group which showed a different rate between home and dormitory groups; the home group presented a higher rate. c. Since the year variable seemed to affect the physical complaints those data were further analysed to see whether the specific system areas were operating as variables in each year. The results were as follow: Among the home group, First year students showed a higher rate in Family History of Disease, while the third year students more Nervous System and Cardiovascular System complaints. Among the dormitory group, only fourth year students showed a higher rate in the Skeletal-Muscular System. This was the only area the dormitory group though only for the fourth year students supported the hypothesis. d. When the economic satisfaction variable was controlled, the satisfied group was the only group which showed a different rate between home and dormitory groups; the home group presented higher rate. e. Since the economic satisfaction variable seemed to affect the physical complaints those data were further analyzed to see whether the specific system areas were operating as variables in each economic satisfaction level, but there was no statistically significant difference between home and dormitory groups. 3. Mental health complaints a. There was no significantly difference between home and dormitory groups with regard to mental health complaints expressed. b. When the year variable was controlled the third year group was the only group which showed a different rate between home and dormitory groups; the home group presented a higher rate. c. Since the year variable seemed to affect the mental complaints, those data were further analyzed to see whether the specific system areas were operatings variables in each economic satisfaction level. The result were as follows: Among the home group, the third year students showed higher rates in Inadequacy and Anxiety. d. When the economic satisfaction variable was controlled, the very satisfied group was the only group which showed a different rate between home and dormitory groups: the home group presented a higher rate. Since the economic satisfaction variable seemed to affect the mental complaints, those data were further analysed to see whether the specific system areas were operating as variables in each economic satisfaction level, but there was no statistical significant difference between the home and dormitory groups. Although the social environment of dormitory life differs from family life, there was no difference in the rate of total health problem complaints between the home and dormitory groups but the home group showed a higher rate of physical health complaints than the dormitory group. Possible positive factors influencing dormitory life and negative factors influencing family life affecting health complaints must be explored in order to relate to the health needs of the university health program. This study could not define the causes for the fewer physical complaints of dormitory students living at home. Further study of such causal factors recommended in order to provide the data needed to contribute to a more effective health program.