• 산업융합연구
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• 제1권1호
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• pp.99-114
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• 2003

This paper intends to contribute to the understanding of customer complaining behavior by studying the relationship between intensity of dissatisfaction and type of complaining behavior. Previous research has broadly speculated on the relationship between the intensity of dissatisfaction and complaining behavior; few empirical results have, however, been reported. This study is based on a convenience sample of 278 individuals who reported intensity of dissatisfaction and type of responses to dissatisfying retailing service situations. The results of an empirical study, the relationship is found between intensity of dissatisfaction and type of complaining behavior. And it examines the relatively important marketing factors influencing intensity of dissatisfaction.

• 한국도서관정보학회지
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• 제35권4호
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• pp.129-147
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• 2004

이 연구는 대구지역 공공도서관이용자 487명을 대상으로 설문지법을 이용하여 부정적 구전행동과 부정적 구전의도를 구분하여 각각에 영향을 미치는 선행요인을 실증적으로 분석하고자 시도하였다. 분석결과 불만족의 강도와 서비스의 중요성이 부정적 구전행동에 유의한 영향을 미치는 것으로 확인되었으며, 불만족의 강도와 불평태도, 서비스의 중요성, 불평비용, 충성도, 외적귀인이 부정적 구전의도에 유의한 영향을 미치는 것으로 분석되었다. 또한 추가분석결과 불평행동경험은 부정적 구전의도에 유의한 영향을 미치는 것으로 분석되었다.

• 한국도서관정보학회지
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• 제32권3호
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• pp.1-29
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• 2001

이 연구는 비영리조직이용자 불평행동의 한 예로서 공공도서관 이용자의 불평행동에 대한 포괄적인 연구로 시도된 것이다. 이 연구에서는 불평에 대한 태도와 불평비용, 불평의 성공가능성, 서비스의 중요성, 외적귀인, 충성도 등의 불평행동의 선행요인이 이용중단, 항의, 부정적 구전, 제3자를 통한 불평 등의 각 불평행동 유형에 미치는 영향을 실증적으로 분석하였다. 특히 비영리조직의 특성과 관련하여 선행요인으로 "무료이용지각"이라는 새로운 변수를 검토하였다. 서비스에 불만족한 대구지역 공공도서관의 성인이용자 515명을 대상으로 한 설문조사를 바탕으로 결과를 분석하였다.

• 대한가정학회지
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• 제26권1호
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• pp.137-149
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• 1988

In this study a series of approaches have been made to find out how complaining behavior would show according to the conviction in the locus of control as to where the general contents dissatisfied by consumers and the dissatisfied consumers would place the responsibility for the consequence of behavior and to test the difference of complaining behavior pursuant to demographic variables and the complaining behavior. The results of this study are described as follows: 1. The consumers have largely attributed the locus of responsibility for their dissatisfaction following the purchase of refrigerators to the relevant manufacturers, advertizers, consumer(herself) and distributors, and as for the dissatisfaction by an attribute of refrigerator, a high level of dissatisfaction was revealed on the price and items of properties. 2. There was no difference in the complaining behavior of consumers pursuant to the demographic features. 3. It was revealed that there wee many consumers, among those respondents to questionnaires, who have actually shown their complaing behavior, while most of them would act inthe form o private behavior, because the cases of acting positive way of public behavior, even though they were apt to show complaining behavior, appears to be extremely rare. 4. A significant difference was shown in the complaing behavior pursuant to the conviction in the locus of control.

• 패션비즈니스
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• 제22권1호
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• pp.56-70
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• 2018

This study investigated if there are differences between the effects of lifestyle and personality on consumer complaining behavior between Korea and China. Sample subjects of this study were female college students of Korea(Jeollabuk-do and Jeollanam-do) and China(Yunnan). The questionnaire data from 780 college students were analyzed through the following statistical analyses: a reliability analysis, factor analysis, frequency, mean, and multiple regression analysis. The results of the study was as follows. First, the complaining behavior types of college students were divided into 4 factors: third party, breakaway behavior, compensation claim, and negative word of mouth. Second, significant differences were revealed between the dissatisfaction and the conditions of complaining behavior between Korean and Chinese consumers. Third, significant differences were found which were related to the effects of lifestyle and personality on types of consumer complaining behavior between Korea and China. Fourth, the complaining behavior factors of 'third party' and 'compensation claims' of Chinese consumers were higher than those of Korean consumers; however, the 'negative WOM' of Korean consumers were higher than those of Chinese consumers. Fifth, the lifestyle factors of 'fashion orientation, 'rational orientation' and 'activity orientation' of Chinese consumers were higher than those of Korean consumers. The 'achievement orientation' of Korean consumers was higher than that of Chinese consumers. And the personality factors of 'sense of responsibility' of Chinese consumers were higher than Korean consumers. Finally, 'openness' of Korean consumers were higher than Chinese consumers.

• 한국도서관정보학회지
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• 제33권4호
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• pp.61-83
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• 2002

이 연구에서는 대구경북지역의 대학도서관이용자 552명을 대상으로, 불만족의 강도와 무료이용지각, 불평에 대한 태도, 불평비용, 불평의 성공가능성, 서비스의 중요성, 외적귀인, 충성도 등의 불평행동의 선행요인이 이용중단의도, 직접 및 간접항의의도, 부정적 구전의도, 제3자를 통한 불평의도 둥의 각 불평의 도의 유형에 미치는 영향을 실증적으로 분석하였다.

• 대한가정학회지
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• 제37권3호
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• pp.85-100
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• 1999

The purpose of this article is to investigate the causal effects among socio-economic variables, consumer altitudes towards consumerism, the levels of participation in social organization, experience of consumer problems, consumer complaining behavior and the participating intention in consumer movement. The consumer attitudes towards consumerism, the levels of participation in social organization, the consumer complaining behavior exert direct effect on the participating intention in consumer movement. Income, education, age and experience of consumer problems exert indirect effect on the participating intention in consumer movement mediating the intervening variables like the consumer attitudes towards consumerism, the experience of consumer problems, the consumer complaining behavior.

• 산업융합연구
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• 제2권2호
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• pp.197-218
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• 2004

The purpose of this study is to supply basic marketing information and establish effective marketing strategy of internet retail stores, by analyzing internet shopper's perception and complaining behavior. To accomplish this study objective, 172 individuals were selected and surveyed with questionnaire method. The result of empirical analysis is summarized as follows. There were significant differences between consumer types and consumer's perception of internet shopping for price, variety of product, fitness, interest, return policy. And there were statistically significant differences in the types of complaining behavior by consumer types.

• 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.

• 경영과정보연구
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• 제32권2호
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• pp.107-135
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• 2013

오늘날 소비자의 불평행동은 기업에게 있어 소중한 마케팅 정보원천으로 인식되고 있으며 따라서 소비자 불평행동을 유도하는 요인에 관한 연구들이 이루어지고 있다. 소비자 불평행동에 관한 기존 연구들은 불평행동에 영향을 미치는 요인을 주로 개인적 특성에 초점을 두고 있어 기업이 통제할 수 있는 요인에 관한 시사점을 제공하는데 있어 제한적이라고 볼 수 있다. 본 연구는 소비자의 불평행동에 직접적인 영향을 미치는 요인으로 지각된 불평성공가능성과 불평비용을 설정하였고 이러한 지각된 불평성공가능성과 불평비용에 영향을 미치는 기업행동관련 요인으로 기업의 정서적 보상성향, 기업의 물질적 보상성향, 불평 접근성, 종업원 권한부여를 포함시켰다. 이에 대한 실증분석을 통해 소비자 불평행동을 유도하는 기업대응전략에 관한 시사점을 제공하고자 하였다.