• 가정과삶의질연구
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• 제25권4호
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• pp.113-137
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• 2007

This study examined the characteristics of total consumers' anti-sites on on-line and their changes according to the establishment year of consumers' anti-sites, the activities and the evaluation of consumers' anti-sites and their differences according to the characteristics of consumers' anti-sites. Total 649 consumers' anti sites were analyzed for examining the characteristics of total consumers' anti-sites and 18 anti sites were selected for examining the activities and the evaluations of consumers' anti site. The anti sites were evaluated by the index of using in preceding research. The result showed that about 90% of total consumers' anti-site were not activated, only a few consumers participated even in the activated sites, most activity of the anti-site were operated only on on-line not off-line, over half of anti-sites targeted to the company in the type of the subject of anti-site, and the majority of the external shape of anti-site were cafe. On the change of characteristics according to the opening year, the proportion of cafe and the sites acting on both on-line and off-line were increased year by year. The number of anti-sites was decreased since 2005 and the proportion of highly activated sites was lowest in 2005. On the activity of anti-sites, the number of providing the information were more than the number of presenting the complaint among the bulletin writings. The number of the bulletin writing were more in highly activated sites than in low activated sites. most of highly activated sites were problem solving type compared to the low activated sites. The number of the bulletin writings in company anti-sites were the most among three type of subject of anti-site. The number of the bulletin writings in cafe type were more than in home-page type. On the evaluation of consumers' anti-sites, most of the sites didn't update the notices and provided incomplete information how consumers participated in the protesting movements. The highly activated sites functioned better in most parts in providing a information, connection with other consumer and site manager, management of the site.

• 한국유통학회지:유통연구
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• 제11권2호
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• pp.59-79
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• 2006

고객불만에 대한 대응은 고객과의 관계를 형성하고자 하는 기업목표 달성에 매우 중요한 요소가 된다. 인터넷 상거래 상장에서, 다양한 대안 그리고 낮은 전환 비용 등의 특성 때문에 고객불만에 대한 효과적인 대처는 오프라인 시장에 비해서 그 중요성이 더욱 강조되고 있다. 본 연구에서는 인터넷 쇼핑몰의 불평처리를 경험한 고객들을 대상으로 1) 불만 (상품관련, 쇼핑몰관련)이 쇼핑몰과 고객간의 관계형성에 미치는 부정적인 영향에 대해 확인하고, 2) 불평처리의 세 가지 공정성(분배적, 절차적, 상호적) 지각이 불만과 신뢰 및 결속몰입간의 관계에 어떠한 조절효과를 갖는지 검증하였다. 상품관련 불만과 결속과의 관계를 제외하고, 대체적으로 불만은 신뢰와 결속에 부정적인 영향을 미치는 것으로 나타났다. 조절효과에서는 분배적 공정성이 확보된 경우 불만과 신뢰 및 결속의 부정적 관계가 대체적으로 완화되었으며, 절차적 공정성의 확보는 상품관련 불만이 신뢰와 결속에 미치는 부정적 관계를 상호적 공정성의 확보는 불만과 신뢰의 부정적 관계를 완화하는 것으로 나타났다.

• 한국생활과학회지
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• 제9권4호
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• pp.491-503
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• 2000

The purpose of this study is to investigate the purchase behavior, response, and complaining behavior for discounting claims in clothing products. The subjects are composed of 360 female consumers. Data were collected through questionnaire. Descriptive analysis was used for analysis of this study. The findings of this study were as follows: First, female consumer used department store for buying discount apparel products the most. The percentage of buying casual or sports wear for discounting was the most. Most consumers purchased clothing products when discounting at 20-40 percentages. Second, even if, consumers tended to distrust discounting claims, they were satisfied with discount apparel products. Especially, they were satisfied with price, design, color, and size, while they were dissatisfied with sewing and fabric in discount products. Third, most consumer knew the knowledge of consumer rights, but most dissatisfied consumers did not assert positive consumer's right. Therefore, marketer should increase the accessibility of their complaint receiving mechanism for dissatisfied consumers in retail environment.

• 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.

• 한국경영과학회지
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• 제41권1호
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• pp.1-19
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• 2016

While previous studies on service failures mainly focused on general services, this study examines the effects of failed financial services on the psychological process and behavioral responses of consumers. The important factors of financial service (relational benefits, convenience, branch satisfaction, product diversity, company stability, and product profitability) are regarded as antecedents in our model. We study how each factor of failed financial service affects the negative emotions of consumers through the attribution process and how these arising emotions influence their behavioral responses. Through path analysis, this study shows that failure of service factors of relational benefits, branch satisfaction, and convenience induces disappointment, with the mediation effect of external attribution. Meanwhile, failure of service factors of product diversity and product profitability induces regret, with the mediation effect of internal attribution. Disappointment leads to complaint behavior, and regret leads to switching behavior. Unlike previous studies, the present one considers the important factors of financial service and their effects on the affective and behavioral responses of consumers.

• 한국의류학회지
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• 제35권7호
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• pp.787-800
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• 2011

This study investigated service recovery justice perception, purchase satisfaction, positive word-of- mouth (WOM) intention, and repurchase intention of fashion consumers according to the types of internet shopping malls. A survey was conducted from December 20 in 2010 to January 28 in 2011, and 324 respondents who had complaint with internet shopping malls were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis. The results of this study were as follows. First, in case of integrated internet shopping malls, the procedure justice influenced the purchase satisfaction and the interaction justice influenced the positive WOM intention. In addition, the distribution justice influenced the repurchase intention of fashion consumers. In the case of an open market, the interaction justice influenced the purchase satisfaction and the distribution justice influenced the positive WOM intention. In case of specialized internet shopping malls, the distribution justice influenced the purchase satisfaction and the interaction justice influenced the repurchase intention. Second, there was a difference in the procedure justice, positive WOM intention, and repurchase intention according to gender.

• 가족자원경영과 정책
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• 제11권2호
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• pp.133-154
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• 2007

This research investigated consumer's usage of, evaluation on and satisfaction of the Auction Site, with a view to analyze the key factors influencing a commission paid Auction Site. The findings of results from the analysis are summarized as follows. First of all, the consumer group at the age equal to and less than 20 years old showed the highest purchasing frequency, and the consumer group with a household income less than 2,500,000 won showed the highest number of hours on the site. Secondly, the evaluation index showed that consumers think highly of the complaint resolution process, and, especially, the aged consumer group respected the Auction Site's level of confidentiality of transaction and privacy. Thirdly, among consumers' satisfaction, subdivided by types, price satisfaction was the highest followed by quality satisfaction, settlement satisfaction, delivery satisfaction, information satisfaction and AS satisfaction, in that order. Fourthly, in the event consumers used the commission paid Auction Site, the number of times it has been used, evaluations related to information provision and evaluations on confidentiality of transactions and privacy are influential parameters.

• 가정과삶의질연구
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• 제30권6호
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• pp.167-181
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• 2012

This study analyzed consumer's harsh complaining behaviors and firm's reactions toward consumers' harsh complaining behavior, and investigated the differences in the firms' reactions according to the characteristics of counselors and customer service centers. In addition, this study attempted to find a strategy and provide guidance regarding consumer's harsh complaining behaviors. The results of this study are discussed below. First, consumer's harsh complaining attitudes were expressed by crude language, violent language, threats, personal attacks, and claims of a high-ranking social position. Consumer's directive, complaining behaviors were repeated on the telephone, and threats of prosecution or disclosure to the public, exposure of habitual product returns, and requests for interviews with superiorsat the representative firm were made. Second, a firm typologies according to its reaction style toward a consumer's harsh complaining behaviors were as follows: Group 1, having a neutral attitude toward consumers and preparation thoroughly regarding their demands; Group 2, having a negative attitude toward consumers and some degree of preparation toward consumers' demands; and finally, Group 3, having a positive attitude toward consumers but offering insufficient reparation regarding consumers' demands. Third, female counselors, counselors having a certified counselor's license, and those much experience working in labor work were more likely to be in Group 3. Male counselors, part-time counselors, and those having experience of many years were more likely to be in Group 2. Group 1 were more likely to have large number of workers at customer service centers, male counselors, and to have large numbers of educational training programs related to the reactions of consumers in the form of dissatisfaction, complaints, how to offer compensation for injuries to consumers, and issues related to PL(product liability). In addition, Group 1 also had more firm level welfare policies related to hight stress levels of consumer counselors and extra types of support regarding harsh consumers. However, Group 2 members were more likely to provide excessive compensation and rewards to harsh consumers. Finally, to react to consumer's harsh complaint efficiently, it was suggested that firms should not treat consumers as harsh consumers, should react to consumers' complaints sincerely, and should take precautionary management efforts as regards consumer dissatisfaction based on better quality control of products. In addition, it was deemed necessary to formulate a management strategy to train competent consumer counselors with a high quality of counselor skill, having standardized and consistent reaction guidance toward consumer complaints and thorough knowledge of compensation rules for consumer injuries and subsequent guidance.

• 한국생활과학회지
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• 제16권4호
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• pp.783-800
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• 2007

This study examined the evaluation on the consumers' voluntary anti-sites on on-line from the people concerned, such as the people of an enterprise, a consumer organization, and the consumer. We collected the data using in-depth interview of qualitative analysis. The in-depth interviews were carried out for about two hours in each respondent. Total 15 respondents, 5 in each part of three parts such as an enterprise, a consumer organization, and the consumer, were answered a interview. The data was analysed by content analysis method. As the result of this study, the people concerned to enterprises answered that anti-sites helped the enterprises through the objective and the constructive criticism. The consumers participating in the anti-sites also answered that the existence of anti-sites helped the companies to know the complaint and the dissatisfaction with their goods or services. We suggest the followings for the desirable consumers' voluntary anti-sites through this study. First, the companies need to recognize that the anti-sites help the companies because the anti-sites give the companies the information of improving the product and the corporate management. Second, people concerned to the consumer organizations need to take a neutral role so that the consumer members of anti-sites demand a proper compensation to the companies and receive the reasonable compensation. Third, the anti-sites' managers should give information to the consumer members of the anti-sites continuously, operate the anti-sites actively such as answering a question and managing their members. Fourth, the consumer members of anti-sites should have active attitude in participating in an anti-sites from exchanging various information to uploading their information.

• 한국의류학회지
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• 제23권2호
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• pp.307-313
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• 1999

This study investigated material the type(sewn-in stamped-on etc) of the label and its placement(location on the product) on children's clothing in order to survey consumer complaints to suggest the improvement. The data were collected from label-producing companies by surveying children's clothing displayed at department store as well as by questionnaire to 205 consumers who were mothers of preschool children. The results were as follows : 1. 100% polyester was the most used raw material for brand labels and nylon was for care labels. 2. Most brand labels were one piece labels and located inside the back of neck line by sewn-in either on the top on each sides or on all four sides, Care labels were usually sewn-in on the inside of left-side seam line. The texture of care label was softer than that of brand label and two pieces of care labels were widely used, 3. 67.3% of consumers complained of its stiffness while 36.1% of consumers complained of rough surface and edge 85.4% of consumers complained of an itch caused by brand labels and claimed to detach labels. For care labels 36.6% expressed displeasure of stiffness of labels while 39% complained of annoyance due to too many pieces of labels. 4. Major suggestions from the consumers were change of raw materials and relocation of brand labels. For the care labels changes of material form and type of labels were suggested and one piece of label and smaller size were preferable.