• Journal of Arbitration Studies
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• v.31 no.1
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• pp.173-194
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• 2021

This study was conducted to investigate the effect of the factors of delivery app service failure on consumption well conflict emotion and complaining behavior targeting consumers with experience using delivery apps, and the results of the study are summarized as follows. First, when looking at the demographic analysis, the proportion of men was 58.1% and women were 41.9%, and the age group was the highest with 91.9% in their 20s. Second, as a result of testing hypothesis 1 that the factor of delivery app service failure will have a significant influence on consumer conflict emotions, failure to provide app information and failure to deliver/food service showed a significant positive (+) relationship. Third, as a result of the verification of Hypothesis 2, that consumer conflict emotions will have a significant effect on the consumer's continued use intention, it was found to be insignificant and rejected. Lastly, hypothesis 3 that consumer conflict emotions will have a significant effect on consumer complaints behavior is that negative word of mouth behavior, complaint behavior from service providers, and complaint behavior from service managers were adopted, but the complaint behavior was rejected by third parties.

• International Journal of Human Ecology
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• v.6 no.2
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• pp.63-72
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• 2005

This paper considered the impact of changing the product liability rule from consumer to producer liability on product safety under asymmetric information. In particular, it has been attempted to remove several constraints on antecedent studies. The main results of the study are as follows: under the misperception of the risk on a product, consumers may underestimate the probability of product failure. In this case, the accident rate can be lowered under the producer's liability rule. However, even under the asymmetric information, a consumer's estimation on the probability may be converged with the expected risk level, which could be called the 'rational expectation.' In this situation the probability of product failure can be lowered under the strict liability with contributory negligence. Additionally, it is possible to reduce the probability of product failure when a legal rule that imposes liability on cheapest cost avoider is admitted.

• Asia Marketing Journal
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• v.9 no.3
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• pp.75-115
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• 2007

This study investigated the effect of service provider's recovery effort and pre-failure customer-employee rapport on post-recovery consumer response such as satisfaction, purchase intention, and positive Word-of-Mouth communication. First, this study explored the interaction effect of recovery effort and customer-employee rapport on post-recovery consumer response. The result shows when the level of pre-failure customer-employee rapport is high, customer's positive responses decreased slightly even though they perceived low recovery effort. However, when the level of pre-failure customer-employee rapport is low, customer's responses were decreased considerably in case of low recovery effort. Second, this study examined 'service recovery paradox' which is post-recovery consumer's satisfaction is greater than the case of no service failure. The result shows recovery paradox was not supported in all samples regardless of the level of recovery effort and customer-employee rapport. Synthetically, customer-employee rapport took a buffering role in customer response after service failure although it's not the same as error-free state.

• Proceedings of the KIEE Conference
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• 2006.10b
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• pp.204-207
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• 2006

Prevention of electrical and mechanical accidents from consumer switches needs early to detect and repair failure parts of the switches. But, safety accidents by the switches of consumers occur from non-systematic safety inspection techniques. So, we develope and propose the safety inspection techniques of the consumer switches.

• International Journal of Contents
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• v.8 no.3
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• pp.71-78
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• 2012

The emergence of the Internet has provided a new outlet for consumers who experience service failure from products and services, augmenting the traditional options of entry, voice and action. Consumers' negative word of mouth through online (word-of-mouse or eWOM) far exceeds traditional word of mouth (WOM) in respect of its potential effectiveness, speed and spread. This paper tries to figure out the service failure themes in the health care industry by analyzing online word-of-mouse using the critical incidents technique (CIT). Complaint themes in the area of healthcare are identified and analyzed. The results identify that major complaint theme differed according to the site type. Also, the findings indicate that delivery and customer services are critical issues when consumer makes negative WOM.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.11 no.17
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• pp.55-65
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• 1988

This article suggests the costs analysis of resumer's view under the stepdown warranty is renewd whenever a failure occurs in the warranty period. And the general warranty policy is showed such as free replacement policy prorata warranty policy, hybrid warranty policy. In this respect case, the cost of consumer is also calculated. In order to study the cost analysis of consumer. "RENEWAL THEORY" is introduced and the cost of consumer is calculated.alculated.

• Archives of design research
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• v.19 no.4 s.66
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• pp.5-16
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• 2006

This research premises that design failure in the market can stem partially from the gap between designer's communication intension through design and consumer's signification for design. Therefore, it's necessary that designers should examine and understand consumer's signification process for design factors or overall design images that they consider in the design process. For this, this research suggests that understanding consumer's signification process is possible by performing value categorization, consumer segmentation, value identification of main target consumers and relationship examination between value of target consumers and design attributes based on Means-End model by reviewing various theoretical backgrounds. In addition, this research suggests contents and methods for performing each step of understanding consumer's signification process. Also, Laddering was suggested as a method for the study and a case study was performed by it. Finally this research claims that understanding consumer's signification process can be one of the methods that decrease failure possibility rather increase success possibility of design in the market.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.115-125
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• 2013

Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.

• Journal of Arbitration Studies
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• v.19 no.3
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• pp.199-217
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• 2009

During the urbanization progresses, apartments such as the house of commons, representing our homes are situated in space. However, many consumer problems of our country's apartment house are caused by the government's failure of housing policy and consumer dispute resolution system In this study, apartment house and alleviate consumer disputes relating to in proactive ways to improve the government's housing policy was presented. At the same time, since the revision of Consumer Fundamental Act on collective alternative dispute resolution system has proposed scheme, this occurred after a dispute to resolve the dispute can be more efficient ways.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.6 s.154
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.