• 유통과학연구
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• 제15권1호
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• pp.51-56
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• 2017

Purpose - The study verified the effects of consumers' knowledge perception upon word-of-mouth intention and purchase intention of consumers who were exposed to a lot of information, and examined consumer's behavior from multi-dimensional points of view. Research design, data, and methodology - The study conducted the test of difference between consumer's cognition on importance and satisfaction of HMR product by gap of HMR (Home Meal Replacement) product for IPA analysis. The consumer's reliability and words-of-mouth were measured by the questionnaire method with 4 questions according to Likert 7-point scale. Conversion into z-score removed the difference of variables. Results - The causal relation model for importance, satisfaction and gap, not relying upon multi-dimensional scaling and others, could construct causal relation model to give implications. Difference (d) of the products could lessen consumer's reliability to increase consumer's knowledge perception, word-of-mouth intention, knowledge perception, and purchase intention. Therefore, enterprises should make an effort to lessen consumers' complaint for the products and to elevate consumers' reliability. Enterprises also try to give consumers exact information and to promote purchase intention. Conclusions - Difference (d) of consumers' complaint and/or disappointment decreased consumers' reliability to increase knowledge perception. Enterprises should supply consumers with products according to their requirements to minimize the gap and to give them proper information.

• 지식경영연구
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• 제18권2호
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• pp.103-127
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• 2017

This study examines the effects of failed airline services on the consumers' psychological process and their behavioral responses. Having different classifications from the previous studies, this study focuses on dividing important factors of airline services into search attributes(e.g. sale and procedure services, services concerning flight attendant, in-flight services) and experience attributes(e.g. flight services, collateral services). Using structural equation modeling, this study shows that the failure of service factors of the experience attributes provokes the feeling of disappointment with mediation effect of external attribution while the failure of service factors of search attributes provokes the feeling of regret with mediation effect of internal attribution. Finally, disappointment leads to consumers' complaint behavior while regret leads to consumers' switching behavior. Unlike previous studies, we show that when a service failure occurs, depending on each attribute, consumers feel negative emotions of disappointment or regret through different attribution processes and finally show different behavioral responses with an empirical analysis.

• 한국조리학회지
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• 제11권2호
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• pp.14-31
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• 2005

The findings of the study would be valuable for the basis of marketing strategies to be implemented in the foodservice industry. As a result of the exploratory factor analysis, major consumer dissatisfaction factors identified in this study can be categorized based on the followings: food, service, and facilities. It appears that most preferred medium for unsatisfied consumers to file their employees how to cope with complaints on the Internet. In terms of psychological compensation, it appears that consumers need to be provided with a through explanation in addition to a heartfelt apology against a complaint. On the physical side of compensation solution for everybody. The ideal timing of compensation for complaints can vary but it would be appropriate to leave it up to consumers to choose when they want to be rewarded.

• 한국의류산업학회지
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• 제22권3호
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• pp.335-348
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• 2020

This study examines the cultural differences in Korea and the United Kingdom, and how they affect consumer complaint behavior(CCB). Technological advances allow consumers to easily access information anywhere in the world using the internet thus they demand even higher expectations from the sellers. Consumers from different cultural backgrounds, especially the millennial generation, have different ways of expressing a dissatisfying shopping experience. For this comparative study, in-depth interviews were conducted based on the methodology set by grounded theory. The results of the axial coding produced by recombining the data from open coding were visualized as a paradigm model. The main phenomenon of attitude towards complaining was formed following the causal conditions of dissatisfaction that occurred after purchasing fashion products online. The contextual condition, which is the cultural factors, affects the formation of the attitude towards complaining; and the intervening conditions, which are personal value and amplifications of dissatisfaction, had a moderating effect between the causal condition and the main phenomenon. Complaining costs, the likelihood of successful complaint, attribution, and the importance of the product were the determinants of the complaining behavior after the attitude towards complaining was formed. As a result, there were three classifications of consumer complaining behavior: no action, private action, and public action. This research will serve as a guide for online companies that wish to enter the UK fashion industry with a competitive edge.

• 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.

• Asia pacific journal of information systems
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• 제31권4호
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• pp.527-542
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• 2021

The government-driven open data policies are on the rise to protect consumers from misunderstandings and monitor the companies. However, in contract-based industries such as insurance, the contract-inherent characteristics make information asymmetry between consumers and companies. Our paper focuses on insurance contracts where the contingency has high uncertainty of occurrence, and the clauses may incur high costs of reading. Given those contracts, we hypothesized that the contract's clear statement decreases customer dissatisfaction and lowers the number of complaints. To empirically support the claim, we collected customers' complaint documents of insurance companies and insurance contracts from 2005 until 2017. Our econometric models showed that clearer statements and words significantly reduce the complaints after controlling for firm-specific heterogeneity and time-specific heterogeneity. We identify that insurance companies' complaint ratio significantly differ depending on the insurance contract, including specific clauses and words.

• 한국의류학회지
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• 제22권4호
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• pp.493-502
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• 1998

The purpose of this study was to compare consumers' evaluation, evaluation criteria and preference factors, complaint factors on domestic brand apparel with consumers' responses on foreign brand apparel. 498 subjects were gathered through convenience sampling method and, for data analysis, mean, t-test, ANOVA, Duncan test, Factor Analysis were conducted. The results are as follows; 1. Among the purchasing groups of domestic/foreign brand apparel, there were significant differences in apparel evaluation according to fabric, style, sewing, versatility, match, washability and color. 2. Among the purchasing groups of domestic/foreign brand apparel, there were significant differences in apparel evaluation criteria according to price, match, brand name, washability. 3. Purchasers of domestic brand apparel preferred soft and light fabric, fabric of good tactility, simple and sophisticated style whereas purchasers of foreign brand apparel preferred soft and light fabric, fabric of high quality, elegant and sophisticated style. On apparel color preference, there were significant differences among the purchasing groups of domestic/foreign brand apparel. 4. The differences in complaint factors of apparel among the purchasing groups of domestic/foreign brand apparel were due to factors such as high quality and variety of fabrics, colors, items, styles.

• 가정과삶의질연구
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• 제28권3호
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• pp.81-95
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• 2010

The purpose of this study was to examine the dissatisfaction level of consumers buying foreign goods through Internet shopping malls and their complaint behavior. As there is growing demand for foreign brands along with a rapid increase in the Internet user population, a lot of ongoing studies have focused on Internet-based transaction. The dissatisfaction level of selected consumers was checked in terms of system, price, quality, information/hype, shipping and refund/exchange, and it's found that complaint behavior linked to refund/exchange was most prevalent. The most dominant way for them to respond to such situations was talking friends, relatives or neighbors about that. And they had an intention to buy foreign goods through Internet shopping malls again to greater or lesser extents, though they were unsatisfied. It indicates that the consumers didn't have a wide option in the consumer market.

• Human Ecology Research
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• 제52권4호
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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.

• 통상정보연구
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• 제15권1호
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• pp.3-34
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• 2013

본 연구에서는 실험을 통해 유형의 제품과 무형의 제품으로 구분하여 각각 다른 보상프로그램에 따른 소비자의 불평행동에 대한 회복과 행동의도에 미치는 영향을 규명하였다. 실험 1에서는 기업의 과실로 인한 불평행동을 경험한 소비자는 기업이 제공하는 보상프로그램을 통해 선호회복이 이루어졌으나, 불평행동을 유발한 제품 간의 소비자 선호회복에는 차이가 있었다. 연구의 결과에 따르면 노트북이 패밀리레스토랑에서의 외식 보다 선호회복이 명확하였음을 확인하였다. 또한 소비자들의 감정회복은 보상을 통해 가능하며, 노트북과 패밀리레스토랑에서의 외식 간 제품유형에 따른 감정회복에는 차이가 있었으나 보상물의 형태에 따른 감정회복 차이는 없었다. 결국 불평을 경험한 소비자는 보상을 통해 선호, 감정, 행동의도를 회복시킬 수 있는데 서비스보다는 유형 제품의 경우 회복이 더욱 컸으며, 동일한 유형제품이라도 보상물의 유형에 따른 회복에는 차이가 없으나 노트북 컴퓨터처럼 유형제품이면서 구매노력이 큰 제품은 감정반응자극이 더욱 효과적임을 알 수 있었다. 실험2에서는 구매습관이 서로 다른 한국과 일본의 대학생 소비자 사이의 구매 후 불평행동과 이의 회복과정이 차이가 있는지를 확인하고자 하였다. 불평행동을 경험한 양국 소비자는 보상을 통한 선호회복에는 차이가 있었으며, 감정과 행동의도의 회복은 차이가 없었다. 이 실험에서는 한국의 대학생은 과시구매형인 반면 일본의 대학생은 유명구매형으로 노트북컴퓨터의 구매과정 및 구매 후 평가에 차이를 보이고 있음을 알 수 있었다. 특히 한국학생은 타인의 의식하는 경향이 강해 보상을 통한 선호회복이 일본의 학생에 비해 빠름을 알 수 있었다. 그러나 감정의 회복과 재구매 회복은 차이가 없기에 불평에 따른 보상프로그램은 감정과 행동의도에 영향을 주는 요인으로 확인되었다.