• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.633-638
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• 2004

Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.

• 복식문화연구
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• 제13권6호통권59호
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• pp.910-918
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• 2005

This study compares consumer satisfaction levels in clothing stores based on, consumer complaint behavior. This study investigates the relationship between future purchase intention and consumer satisfaction with the response of clothing stores to complaints. The study was implemented through a normative-descriptive survey using self-administered questionnaires. The samples consisted of 509 female consumers residing in Seoul and its suburbs. Data were analyzed by following statistical methods: frequency analysis, t-test, ANOVA, regression analysis, and Duncan's multiple range test. Results are as follows: The satisfaction with response to complaints were different according to types of clothing stores. A significant relationship between the degree of satisfaction with service recovery and future purchase intension was found in all types of clothing stores. The future purchase intention increases, when consumers are fully satisfied with the way that a service failure was recovered.

• 동아시아식생활학회지
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• 제10권5호
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• pp.345-355
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• 2000

The purpose of this study is to develop a software program for nutritional counseling by assessment of nutrients intake status and health degree by using semi-quantitative frequency food intake method and the questionnaire of Cornell Medical Index(CMI) and farmers' syndrome. This program is composed with three parts, nutrients intake, health status with body complaints, and nutrition counseling contents for diet therapy of each body condition states. First, nutrient intakes with percentage of Korean Recommended Dietary Allowances, and quantities of other nutrients intake were calculated and presented in an out-put screen. Second, the different body complaints(farmers' syndrome, anemia, hypertension, gastrointestinal problem, and cardiovascular complaints) were divided 3 groups of health status as normal. suspected and ailment. The contents of nutritional counseling with recommended food kinds. intake quantities. and recommended preparation methods were shown by button click of each health state of body complaints. And also this program could serve several times for one person to compare nutrition education and counseling effect by use of pre and post presentation results. This programs would be effect to home extension workers of rural development administration for farmers' nutrition counseling.

• Safety and Health at Work
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• 제7권1호
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• pp.55-62
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• 2016

Background: This study aims to: (1) examine rates of obesity and physical health complaints among 911 telecommunicators; and (2) document the role of emotion dysregulation, psychological inflexibility, duty-related distress and dissociation, and psychopathology in predicting obesity and physical health complaints in this population. Methods: The sample consisted of 911 telecommunicators from across the country (N = 758). Participants completed an online survey assessing their mental and physical health functioning. Results: A total of 82.5% of the sample reported a body mass index that fell within the overweight or obese category and an average of 17 physical health complaints within the past month. Peritraumatic reactions (distress and dissociation), emotion dysregulation, and psychological inflexibility had effects on physical health largely through psychopathology (alcohol abuse, post-traumatic stress disorder, and depression). Conclusion: Development of adapted prevention and intervention efforts with this population is needed.

• 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.

• 한국의료질향상학회지
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• 제26권1호
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• pp.35-45
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• 2020

Purpose: This study was conducted to identify patients' dissatisfaction with health care through a content analysis of newspaper articles published between 1990 and 2015. It focused on developing a systematic coding scheme for content analysis as well as exploring changes over time. Methods: Among articles published by 8 major national newspapers, our content analysis used those that specifically covered the dissatisfaction of patients. Coding taxonomy was developed in two domains: (1) contents of dissatisfaction and (2) special circumstances and groups where complaints were filed. All articles were then coded according to this coding taxonomy to conduct descriptive analysis. Results: A total of 794 complaints were discovered in 338 articles. Contents of dissatisfaction were classified into 7 categories and 50 subcategories. Complaints regarding accessibility, technical care, and administration were noticeable in special circumstances, including strikes and spread of epidemic diseases, whereas complaints on interpersonal care and cost were prominent in general population and circumstances. When comparing the proportion of articles covering patient dissatisfaction in general population/circumstances between 1990-2000 and 2001-2015, complaints on administration and physical environment diminished over time, whereas complaints on outcome of health care increased. Conclusion: This study offers a rare window to view the responsiveness of the Korean health care system on a long time horizon.

• 한국산학기술학회논문지
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• 제16권6호
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• pp.3829-3836
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• 2015

기업의 실제적인 불만처리 반응은 불만 고객의 이탈을 줄이는 기업의 중요한 성공요인이다. 이에 본 연구는 기업의 불만처리 반응을 실질적인 보상, 종업원(직원)의 호의적인 행동 그리고 기업의 절차로 구분하였다. 이때 고객의 정의인식인 공정성 지각이 신뢰와 만족에 미치는 영향을 실증적으로 검증하여 실제적인 기업 반응의 중요성을 제시하고자 한다. 연구 대상은 기업에게 직접적으로 불만을 제기한 경험이 있는 210명의 설문 자료를 SPSS, AMOS를 이용하여 분석하였다. 연구 결과를 요약하면 불만고객에 대한 보상은 공정성에 유의한 영향을 미치는 것으로 나타났으며, 종업원의 호의적인 태도도 공정성에 유의한 영향을 미치는 것으로 나타났다. 불만에 대한 기업의 절차 역시 공정성에 유의한 영향을 미치는 것으로 본 연구에서는 분석되었다. 특히, 이러한 공정성은 정의 인식으로 고객의 미래 행동인 신뢰와 만족에 영향을 미치는 것으로 나타났다. 이런 연구 결과에 근거하여 시사점을 제시하고 미래 연구를 제안하였다.

• 여성건강간호학회지
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• 제3권2호
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• pp.192-207
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• 1997

This study aims at examining relationships between perceived body shape, body image and health complaints among 88 women registered at a facility for managing body shape, which leads to adequate management of obesity in women for healthy lives. The survey was conducted by using a questionnaire consisted of 12 items of general characteristics and interests for weight control, 47 items of body image, and 57 items of Cornell Medical Index(CMI). The data were analyzed by using mean standard deviation, ANOVA, and Pearson correlation coefficient. The results are following. 1. The means of age, body weight, height of the women were 27.02 years, 56.02 years, 56.03kg, 161.71cm, respectively. The level of obesity by body shape was 47.7% for standard type, 26.2% for slim type, 26.1% for fat type. Those women graduated from high school or higher education institutions were 97.7%. 2. More than 70% of the subjects perceived their weight as overweight, while 26.1% of the women were fat according to the level of obesity. Ninety percent of the subjects were not satisfied with their body shape. 3. Body weight increased most during middle and high school days. The women became interested in weight control through talks with friends(35.2%), influence of mass communication(34.1%), and social custom(22.7%). As to the method of weight control, subject's own judgement(54.5%) revealed highest percentage, whereas only 20% of the subjects adopted prescriptions of experts for weight control or of doctors. Those who had side reactions from weight control were 30.7%. High percentages of the women reported the decrease the amount of eating(54.5%), the increase the amount of exercise(27.3%) as the effective methods of weight control. 4. The score of body image differed significantly by the perceived body shape : the score was highest in the perceived standard type. 5. The level of health complaints did not differ by the perceived body shape. In relation to the level of obesity, physical health complaints were high in the groups of very slim type and of very fat type, while mental health complaints were high in the groups of very slim type and of fat type. 6. Very high correlations were observed between the perceived body shape and body image and between physical health complaints and mental health complaints.

• 정신신체의학
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• 제8권1호
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• pp.58-64
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• 2000

연구목적 : 본 연구는 정상 성인에서 성격의 일반적인 특정으로서의 감정표현불능증과 신체적 호소, 정서상태 및 어휘와의 상관관계를 알아봄으로써 감정표현불능증에 대한 이해를 넓히고자 하였다. 방법 : 신체적 질환을 가지고 있지 않은 정상 성인에서 한국판 20항목 Toronto 감정표현불능증 척도(TAS-20K), 신체적 호소, 연상한 단어의 수, 우울과 불안을 정도를 측정하여 그 결과들간의 상관관계를 알아 보았다. 총 662명을 평가한 후 체계적 표본추출 방법을 이용하여 다시 204명을 선택하였다. 결과 : 1) 감정표현불능증의 정도는 신체적 호소, 불안, 우울의 정도와 유의한 상관관계를 보였다. 2) 신체적 호소는 불안, 우울의 정도와 유의한 상관관계를 보였다. 3) 연상한 단어의 수는 나이와 부적 상관관계를 보였다. 4) 강정표현불능증의 정도는 연상한 단어의 수와 유의한 상관관계를 보이지 않았다. 결론 : 감정표현불능증의 정도가 심할수록 신체적 호소는 더 많으며 이는 불안, 우울의 정도와 연관되어 있었으나 어휘의 양과는 유의한 관계를 발견할 수 없었다.

• 가정과삶의질연구
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• 제32권2호
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• pp.99-116
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• 2014

Domestic PB products have emerged and been distributed by hypermarkets, department stores, convenience stores, as well as TV home shopping channels and Internet shopping malls. However, the fierce competition among the distributors due to the emergence of the PB products have caused the diversion of consumers' recognition to be reduced weight and volume as well as had the effect of misleading consumers about the prices. The width of the PB product price's up and down is larger than the width of the NB product. Thus, following consumers' purchases of PB products, there has been an increasing number of consumer complaints. In order to research consumers' recognition of PB products and to examine how consumers' recognition and information search comparative to PB products affect consumers' dissatisfaction, an online survey targeted consumers with experience purchasing PB products. This study was conducted and analyzed using SPSS 19 Statistics. The findings can be summarized as follows. Even though more consumers who frequently purchased and used the PB products, the more they compared with information search comparative to the NB product and then purchased the PB product. We investigated the result that the relevant variables of consumer complaints have some relative influence in the purchasing of PB products. There will be a higher probability o the group having high recognition about price and safety not making consumer complaints in comparison with the probability of other consumers making complaints after the purchase of a PB product. Therefore, based on the results of this study, companies need to build a system so that they can figure out consumers' needs in order to prevent the occurrence of consumer complaints related to the products of distribution companies' brands. By means of the system, it is also necessary for companies to collect consumer complaints and analyze them by category. Then they eventually should develop a consumer-centered management system which may contribute to quality improvement, product development and the reduction of consumer complaints.