• Proceedings of the KHMA Conference
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• 2013.11a
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• pp.225-225
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• 2013

• Journal of Families and Better Life
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• v.15 no.4
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• pp.81-102
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• 1997

This study intended to investigate factors shaping the styles for comsumers to express their dissatisfaction after comsuming goods(cloth and household appliance) and services(public and health) In particular this study examined what kinds of characteristics were crucial to distinguish three styles of consumers' and public complaints. The characteristics of consumer to be considered in this study included consumer knowledge consumer attitude consumer and several socio-economic characteristics. The sample used in this study were consumers whose age was grater than 20 years old living near Seoul in 1996. Discriminant analysis was conducted to investigate what factors discriminate the style of complaint. This study found that several consumer characteristics were sigificant in explaining different styles for consumers to response their dissatisfactions. The effects of consumer characteristics were more significant in explaining the complaining styles derived from public and health services rather than goods. Overall consumer attitude consumer knowledge and the degree of satisfaction of services were discriminant variables in explaining the styles of consumer complaint. Both consumer knowledge and budgeting skill were significant in explaining complaint styles to response dissatisfaction derived from consuming clothing while both consumer education and time constraint were significant in shaping the kinds of complaining styles derived from consuming household appliances.

• KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
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• v.27 no.1
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• pp.9-16
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• 2021

The present study was conducted to accomplish management efficiency by preparing preemptive measures for consumer dissatisfaction and overcome risks caused by Global Warming through studies of model cases in packaging. Through this study, we made it possible to find a way for companies to prepare for Global warming and consumer dissatisfaction. By contributing to eco-friendly packaging, we are trying to preemptively respond to recent major issues through packaging. Through this experiment, we tried to measure the degree of penetration of Plodia interpunctella H. larva into the insect repellent film produced by printing Ink containing a natural repellent. The control experiment was conducted with an untreated LDPE film to which no insect repellent was applied. The numbers decreased from 17 to 7 when the film was processed with repellent to show experimental results verifying effects of repellent by decrease in 10 (58.8% Decrease). Such results show that it is safe when the film is unfolded but in the case where the film is folded, the Plodia interpunctella H. punches through the film to lead to consumer dissatisfaction and it suggests that this can bring on risks to corporate management. Considering that most of the film is folded in the case of PE bag packaging, the direction which the corporations should take in terms of preparing for climate change countermeasures and consumer dissatisfaction has been clarified. Due to it receiving satisfactory results in safety rest results for printing film applied with pest repellent as well as the Quality analysis to test repellent contents of repellent film, it is certain that the importance of repellent method in packaging will increase in preparing for consumer dissatisfaction and actions against climate change henceforth.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.98-104
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• 2016

In comparison to the rapid rise in the number of restaurant daily deal service consumer complaints, relatively little attention has been directed at the features of deal consumers' complaint behaviors in academic research. In order to address this gap, this study examined the characteristics of complaint behaviors of consumers who purchase restaurant deals with a focus on three potential determinants (likelihood of success with the complaint, attitude toward complaining, and severity of the failure). Results indicated that the three proposed determinants emerged as critical factors that influence deal consumers to exhibit different complaint reactions to dissatisfactory experiences. Furthermore, it was discovered that the hypothesized relationships were moderated by value consciousness, in which high value-conscious deal consumers exhibited a higher complaint inclination than low-value conscious deal consumers.

• Korean Journal of Human Ecology
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• v.13 no.6
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• pp.917-926
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• 2004

This study examines the effects of consumer counseling education on the work performance and work satisfaction of consumer counselors, controlling the effects of other variables. The results of this study is as below: First, approximately 70% of consumer counselors have not had any education pertinent to their work. The level of work performance was highest in listening to customers' complaints, and then consistence of counseling work and explanation for counseling were next. Professionality was the last in order. Second, consumer counseling education did not affect the work performance. Instead, the number of counselors and work experience, along with whether the counselor majored in consumer studies, were more likely to increase the performance. Finally, educating counseling skills did not affect the level of work satisfaction. Instead, the work performance affected the level of work satisfaction. The number of workers and income were positively related with the level of work satisfaction.

• Journal of Arbitration Studies
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• v.19 no.1
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• pp.99-119
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• 2009

In modern capitalistic society, the harmed consumers like consumer complaints etc. are increasing day by day being caused by mass production and mass consumption etc. These consumer damages can come out as many types, but can be the most typical form. If there is a majority of the small sum damage, being saved by legal procedures is a fact that many consumers renounce it for long time, lots of expense and the complexity of the process etc. So, the government enforces consumer groups suit and collective dispute mediation system revising Framework Act on consumer. Specially, collective dispute mediation system, one of the ADR, saves the harmed consumers and accomodates efficiency in management of consumer dispute settlement commission by dealing with it collectively if the same or similar damage without a legal procedure happens to a great number of consumers. However, collective consumer dispute mediation system also has a number of problems. Therefore, this thesis is looking into the function and procedure of the collective consumer dispute mediation system on Framework Act on consumer as well as its problems and ways of improving it.

• Journal of Korean Society for Quality Management
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• v.32 no.1
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• pp.63-74
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• 2004

Recently, enterprises have focused on quality improvement for delighting their customers. Especially, all business sector have checked, analyzed their consumer complaints in detail on their products and made a plan to reduce them. But there is a limitation not to solve them. This paper presents one of tools to reduce non qualified product on their operation line directly by modernized IT technology after analyzing and making the plan.

• Human Ecology Research
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• v.52 no.4
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• pp.429-441
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• 2014

The use of smartphones has grown rapidly over a short period of time, particularly for commuting news search, smart banking, and social networking services, and has had a significant impact on the pattern of contemporary life. Further, a wide range of applications are downloaded on to smartphones. This has also led a considerable number of complaints regarding these applications. In this study, we focus on the levels of dissatisfaction that users experience with smartphone applications and their effects on consumer complaint behavior along with the moderating effects of the complaint handling process and attribution. The aim of this study is to verify whether the following hypothesis--2 (low/high dissatisfaction level of smartphone applications)${\times}2$ (poor/excellent complaint handling process)${\times}2$ (internal/external consumer attribution)--is in accordance with the betweengroup design to build a factorial design experiment. The results of this study are as follows. First, the consumer's tendency to complain significantly influenced their dissatisfaction level. Second, consumer complaint behavior is modulated by the complaint handling process. Third, the external-attribution tendency of consumers was found to lead to more dissatisfaction than the tendency for internal attribution.

• Journal of Families and Better Life
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• v.23 no.4 s.76
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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.

• 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.