• 제목/요약/키워드: Consumers' complaint

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온라인 패션 쇼핑몰 챗봇의 커뮤니케이션 실패에 대한 소비자의 부정적 반응 (Consumers' Negative Responses to the Communication Failure of Chatbots in Online Fashion Shopping Malls)

  • 서민정
    • 한국의류산업학회지
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    • 제24권2호
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    • pp.183-194
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    • 2022
  • This study aims to understand the consumers' negative responses to communication failure of chatbots caused by their imperfections. Specifically, this study examines 1) the relationship among chatbot's communication failure, dissatisfaction, negative behavior (complaint, negative word-of-mouth (nWOM), and inertia); 2) the moderating effect of technostress on the relationship between chatbot's communication failure and dissatisfaction; 3) the differences in the negative responses between the generation MZ and the previous generations. Data were collected via an online survey. First, the participants interacted with the chatbot developed for this survey, to experience the chatbot's communication failure. Thereafter, they responded to a questionnaire. PLS-SEM was conducted using the R software environment to test the hypotheses. This study empirically identified that chatbot's communication failure positively affected dissatisfaction. In addition, the customers who were more dissatisfied with the chatbot's communication failures were more likely to complain than engage in nWOM. Compared to the generation MZ, chatbot's communication failure caused a higher level of dissatisfaction in previous generations. The results suggest that online shopping malls should carefully introduce an improved chatbot service after minimizing its communication failure rate. The chatbot developers of online shopping malls targeting middle-aged and elderly consumers should strive to develop and implement strategies to further alleviate consumers' dissatisfaction in the situation of chatbot's communication failure.

신용카드서비스에 대한 공적불평행동과 불평처리 만족에 관한 연구 (Consumer Public Complaint Behaviors and Satisfaction of Complaint Handling By Credit Card Services)

  • 이영애
    • 한국생활과학회지
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    • 제21권5호
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    • pp.957-973
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    • 2012
  • This study analyzed consumer public complaint behaviors and the satisfaction of complaint handling among credit card users who availed of credit card services. Relatively little research has been done in this area, despite the obvious importance of understanding and improving credit card market conditions. The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies' complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services. The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.

소매업의 소비자 자발적 성과에 대한 연구 (A Study about Consumer Voluntary Performance in Retailing)

  • 한동철
    • 한국유통학회지:유통연구
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    • 제3권1호
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    • pp.55-69
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    • 1998
  • One of the urgently-needed retail strategies is to lower the labor expenses of the store. For this purpose, more stores are developing new, fancy techniques to make consumers work for the stores without paying them. Examples include self-service system, consumer suggestion system and others. These are called customer voluntary performance. Intiated by Bettencourt(1997), customer voluntary performance(CVT) becomes an important concept in modern retailing. This paper applies three dimensions of CVP (loyalty, cooperation, participation) to the setting of Consumer Complaint Intentions(CCI). Similar to CVP, CCI has three dimensions in itself (voice, private, third party). The major focus of this empirical research is on finding the possible relationships between three dimensions of CVP and three dimensions of CCI. The results show that participation is positively related to the levels of consumer complaint intentions, whereas loyalty is negatively related to the levels of them. This implies that the weak tactic of CVP(loyalty) may reduce the levels of complaint, but strong one(participation) may not be so. More conceptual and empirrical studies are urgently needed.

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대학생 외식소비자의 불만족, 불평행동, 보상방법 등이 재방문 의도에 미치는 영향에 관한 연구 (College Students' Dissatisfaction, Complaints, Compensation and Repurchase Intentions of Food services)

  • 유두련
    • 대한가정학회지
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    • 제46권10호
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    • pp.119-132
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    • 2008
  • The aim of this study was to analyse the consumer dissatisfaction, complaint and repurchase intentions in foodservices with a particular focus on college students. For this investigation we analysed the responses of 520 college students interviewed from Daegu Gyeongbuk Province. The SPSS/WIN version 12.0 and AMOS version 6.0 were used to analyse collected data. The results were as follows : 1) Factor analysis identified 5 different consumer dissatisfaction factors: facilities, waiter/waitresses behavior, food quality, service, store operating. The level of food quality dissatisfaction was most high. Consumer complaints came in three forms: public, personally and no action. The level of personal complaint was most high. 2) AMOS analysis found that public complaints had the most influence on repurchase intentions. 3) Dissatisfaction was highest with fast food restaurants, which also received the most public complaints. 4) Dissatisfaction, complaints, and compensation strongly influenced eating-out and spending motivation of college students.

배달앱 서비스 실패요인이 소비자 갈등과 소비자의 불평행동에 미치는 영향에 관한 연구 (A Study on the Influence of Delivery App Service Failure Factors on Consumer Conflict and Consumer Complaint Behavior)

  • 이재학
    • 한국중재학회지:중재연구
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    • 제31권1호
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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.

소비자의 구매 후 불만족과 귀인 및 불평행동에 대한 실증적 연구 (An Empirical Study on Consumers' Dissatisfaction, Attribution and Complaint Behavior)

  • 고인곤
    • 벤처창업연구
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    • 제19권3호
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    • pp.69-79
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    • 2024
  • 기업은 소비자의 불만족 요인을 적극적으로 파악하고, 예상되는 불평행동에 대하여 선제적으로 대응함으로써 소비자의 불만족을 해소하고 브랜드 로열티를 높여 재구매를 유도해야 한다. 이는 기업 규모와 무관하게 공통적으로 추구해야 하는 경영목표이다. 본 연구의 구체적인 목적은 소비자의 구매 전 기대성과와 구매 후 실제 지각성과와의 비교 여부에 따라서 불만족의 정도가 차이가 있는지, 불만족의 정도는 후속 행동인 불평행동의 유형에 영향을 미치는지, 이 과정에서 귀인행동은 조절적인 영향을 미치는지, 또한 결과의 지속성과 원인의 통제 가능성이 귀인 위치를 결정하는 요인으로 작용하는지 알아보는 것이다. 특히 벤처기업은 일반기업에 비해서 경영자의 정보처리 능력에 과부하가 걸릴 경우가 많아 의사결정에 있어서 여러 가지 비합리적인 오류를 보일 가능성이 있기 때문에 본 연구는 학문적으로나 실무적으로 중요한 의미가 있다. 분석결과, 불만족도는 부정적 불일치 그룹이 가장 높았으며, 불일치 정도가 높을수록 불만족도도 높았다. 불만족한 소비자의 귀인행동은 불만족의 정도에 조절적 영향을 미치고 있었는데, 불만족도는 외적 귀인집단이 내적 귀인집단보다 확연히 높았으며, 이는 통계적으로 유의했다. 한편, 결과의 지속성은 귀인 위치에 통계적으로 유의한 영향을 미치고 있으나 원인의 통제가능성은 그렇지 않았다. 귀인행동과 불만족의 정도는 불평행동의 유형에 영향을 미치지 않아 제한적인 영향력을 보여주었다. 본 연구는 이러한 결과들에 대한 해석과 함께 특히, 내구성 신제품을 제공하는 벤처기업에게 다양한 시사점들을 제시하고 있다.

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인터넷 쇼핑몰 불만족 요인이 불평행동과 중재제도 이용의도에 미치는 영향에 관한 연구 (A Study on the Effects of Internet Shopping Mall Dissatisfaction Factors on Complaint Behavior and Intention to Use Arbitration System)

  • 이재학;박철희
    • 한국중재학회지:중재연구
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    • 제30권2호
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    • pp.145-164
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    • 2020
  • With the development of the Internet, e-commerce is rapidly developing, and e-commerce through the Internet has become a major distribution channel for selling products and services to consumers and buyers. However, as Internet shopping develops, consumer dissatisfaction and conflict are increasing. In this regard, this study examined how consumer dissatisfaction caused by using an Internet shopping mall, which is currently taking the core position in commerce activities, leads to consumer complaints, and how these complaints affect the necessity and intention to use the arbitration system. As a result of the study, the following implications were obtained. First, it will be necessary to remove the root cause of consumer complaints by continuously monitoring consumer complaints, rather than staying at passive consumer complaints such as defective product exchange and damage compensation for dissatisfaction with Internet shopping malls. Second, it can be said that the function of the arbitration system is required to protect the rights and interests of consumers using the Internet shopping mall and to actively improve the problems in the event of a damage situation or a problem situation. Lastly, academia's continuous research will be needed, and governments and related organizations will need to continuously provide and promote information to users of Internet shopping malls.

인터넷 오픈마켓에서의 소비자 불만유형에 따른 공정성지각 효과의 비교 (The Effects of Perceived Justice According to Type of Consumer Complaints in the Internet Open Market)

  • 임정은;이진화
    • 한국의류학회지
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    • 제34권4호
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    • pp.563-574
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    • 2010
  • This study focused on the consumer post-complaint behavior in the Internet open market due to the rapid growth of Internet fashion markets and increased consumer dissatisfaction that has increased post complaint behavior. This study identifies the effect of perceived justice on consumer trust and repurchase intention, it then compares the effects of perceived justice on consumer trust and repurchase intention among the different types of dissatisfied groups. The respondents were 369 consumers who experienced dissatisfaction in the Internet open market. The data were analyzed by factor analysis, path analysis, ANOVA, cluster analysis using SPSS win 12.0 and Amos 7.0. In the research model, three components of perceived justice: distributive justice, procedural justice, and interactional justice have significant effects on trust. Trust has a positive effect on repurchase intention. Dissatisfied consumers were clustered into three types of those dissatisfied with 1) shopping mall/shipping, 2) service, and 3) products. The consumer groups classified by the types of dissatisfaction showed different effects of perceived justice on trust and repurchase intention in the Internet open market.

소비자 불평토로성향에 대한 성격특성 예측변수: 한·미 비교문화적 접근 (Consumers' Attitude toward Complaining: A Cross-Cultural Comparison of its Traits Predictors)

  • 박소진
    • Asia Marketing Journal
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    • 제11권1호
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    • pp.1-27
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    • 2009
  • 본 연구는 소비자의 불평토로성향을 유발하는 동기적 네트워크로서 성격특성변수들을 한국과 미국 소비자들을 대상으로 비교하였다. 연구모델의 검증결과 전반적으로 불평토로성향은 두 문화 간에 큰 차이가 없는 것으로 나타났다. 가치의식성, 자기효능감, 감정적 불안정성, 물질적 욕구는 불평토로성향과 긍정적으로 관련이 있는 것으로 나타났다. 반대로 일처리의 신중함은 불평토로성향과 부정적인 관계인 것으로 나타났다. 한국과 미국소비자의 가장 큰 차이점은 '쇼핑을 즐기는 성향' 이었다. '쇼핑을 즐기는 성향'은 미국집단에서는 불평토로성향과 부정적인 관련이 있는 것으로 나타난 반면, 한국집단에서는 관련이 없는 것으로 나타났다. 즐거움을 위해 쇼핑하는 소비자들은 쇼핑에서 긍정적인 감정을 추구하려 하기 때문에 부정적인 감정을 유발하는 불평토로성향과는 부정적인 관계인 것으로 보인다. 그러나 이러한 부정적인 관계가 한국 소비자에게 나타나지 않은 이유는 쇼핑환경의 차이인 것으로 보인다. 교환 및 환불이 미국보다 용이하지 않은 한국에서는 소비자들이 쇼핑의 즐거움과 불평토로를 별개로 지각하거나, 또는 쇼핑을 즐길수록 제품이나 서비스에 불만족할 기회를 더 많이 접하기 때문인 것으로 사료된다. 고객의 불평토로행동은 기업이 미처 알지 못하는 불만족 원인들을 이해하고 복구기회를 제공함으로서 기존고객을 유지할 수 있게 해준다. 그런데 상당수 소비자들은 과연 자신의 불평토로행동이 효과가 있을까 혹은 불평토로행동에 소요되는 시간적 경제적 비용 등을 고려하여 불평을 토로하지 않는다. 마케터는 불평토로성향을 유발하는 소비자의 성격특성에 대하여 이해함으로써, 불만족한 고객이 자신의 경험을 이야기하도록 북돋워주는 메시지를 개발하거나 기업의 불평처리시스템을 개선할 수 있다.

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온라인상(上)에서 의류제품(衣類製品)의 반품(返品) 경험(經驗)이 브랜드에 대(對)한 태도(態度)에 미치는 영향(影響) 연구(硏究) (A Study on the Effect of Returned Clothes Via On-line Sales on Their Brands)

  • 김연희;김일
    • 패션비즈니스
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    • 제7권4호
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    • pp.26-42
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    • 2003
  • On-line clothes sale are on the increase, and the returns(for replacements or refunds) of the clothes are also increasing. Many studies on off-line consumers' complaints were made before, but few studies on the returns of clothes sold on-line have been made. From this viewpoint, this study was conducted to know what effect returns of clothes sold on-line have on their brands. Therefore, this study was first focused on the factors affecting complaint acts(return intention or return acts) such as lack of information and recognition of product, delivery errors and product defects concerning on-line sales, and second investigated the changes of buyers' attitude toward the brand following the their acts of returning the buyers, and third looked into the changes of on-line buyers' attitude toward the brand. The study is carried out by subdividing the objects of the study into return action(replacement, refundment) and purchasers who experienced return intention. Such experience is demonstratively analyzed to find how it has affected the attitude toward the brand. The study comes up with the following outcomes. First, the effect factor causing complaint action(return action, return intention) on-line is shown as the lack of the information and recognition of the product. Second, it is revealed that the effect factor causing complaint(return action, return intention) does not lie in an error in delivery or a defect of a product. Third, the positive response of a brand to a return action does not raise the repurchasing intention and positive attitude of purchasers who experienced returning a product, but lowers their private complaint action intention. Fourth, the repurchase intention of purchasers who experienced return intention for the brand is lowered, but their negative attitude and private complaint action intention is not raised.