• 한국의류학회지
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• 제33권2호
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• pp.288-298
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• 2009

This article deals with the customers' complaint behaviors and complaint management for cosmetic customers. The general aim is to analyze the changes of complaint behavioral responses before and after the complaint management experiences, describing customers' response patterns in terms of how they are influenced by the service justice and satisfaction of complaint management. The most relevant contributions from the related theoretical work indicate that the better the customer complaints are managed, the higher the level of possibility for customers to complaint, especially for public and direct responses(complaint behaviors). The only exception, although the statistical significant support was not found, is the private response, as the chance gets lower than before experiencing the complaint management.

• 유통과학연구
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• 제16권8호
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• pp.69-77
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• 2018

Purpose - With growing competition in the service distribution industry, the importance of managing customer complaints has increased. If firms handle customer complaints effectively, they can strengthen customer loyalty and repurchase intention. Many studies have focused on customers expressing complaints, yet research on silent customers is scant. This study focuses on two types of complainers and non-complainers. In other words, this study is to examine the value of voice complaint intention and no-action intention. This study also investigates how perceptual and relational factors affect complaint intention. Research design, data, and methodology - This study was carried out using the survey with undergraduate students who have faced a service failure in a retail store(fast foods, electronics, apparel). And if such complaint were to occur again, respondents were asked about any possible action they would take. 300 questionnaires were distributed and a total of 279 respondents provided complete and usable data. The sample consisted of 158 males(56.6%) and 121 females(43.4%). The structural equation modeling analysis was used for the hypothesis test. Results - The results are as follows. First, attitude toward complaining, likelihood of successful complaint, and ease of complaint were positively related to voice complaint intention. Second, attitude toward complaining, likelihood of successful complaint, and ease of complaint were negatively related to no-action intention. Third, commitment was positively related to voice complaint intention but didn't have a significant negative impact on no action. Forth, voice complaint behavior reduced switching intention and no-action intention enhanced switching intention. Conclusions - The findings of this study confirm the value of complaint behavior and show voice complaint intention and no-action intention should be managed differently. Voice complaint intention is evaluated positively because it reflects customers' concerns about the company, while no-action intention is evaluated negatively. Attitude toward complaing is the most effective in increasing voice complaint intention and likelihood of successful complaint is a major factor in reducing no-action intention. Also, in explaining switching intention, voice complaint intention plays a more important role than no-action intention.

• 유통과학연구
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• 제11권9호
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• pp.17-24
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• 2013

Purpose - The objective of the paper is to describe the relationship between consumer perceptions and attitudes of complaints against the behavior of their complaint. Research design, data, methodology - The study explore the process of complain intention which mediated by perceptual process and attitudinal behavior. Structural equation modeling used in this study is aim to describe the relationship simultaneously. The two samples failure (high vs. low level services) will be compared using analysis of variance. Results - The study found that the higher the alienation, the lower the perceived value of consumer complaint and the higher likelihood of successful perceived consumer complaint. The study also found the more positive the prior complaint experience, the more positive attitude toward complaining, the higher the perceived value of complaint and the higher the likelihood of successful perceived complaint. Furthermore, the perceived value of customer's complaint affect positive intention and perceived consumer likelihood of successful complaint increases intention complaint. Conclusions - The findings of this study show that the effect of a number of personal antecedents such as alienation; prior complaint experience and controllability will vary toward the complaint intention. Furthermore, the attitudinal and perceptual factors play a partial mediation role for that relationship.

• Journal of Preventive Medicine and Public Health
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• 제15권1호
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• pp.125-130
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• 1982

In order to investigate the relation of subjective complaints to objective course of treatment in pulmonary tuberculosis, one hundred and seventy four cases registered at the University Health Center in Chonnam University were divided into two groups, complaint group and non-complaint group. By analysing the record at the University Health Center during these seven years from 1973 to 1979, following results were obtained: 1. In complaint group who had subjective symtoms, thirty eight cases(77.6%) among forty nine cases were detected. at clinic visit. In non-complaint group who had not any symtoms, one hundred and twenty one cases (96.8%) among one hundred and twenty five cases were detected at compulsive physical examination. 2. Comparisons of complaint group with non-complaint group were not statistically significant in many aspects, but significantly higher cases were discharged at the University Health Center to receive other medical service in complaint group than in non-complaint group. (6.1% vs 0.8%, respectively) On the contrary, non-complaint group refused medication more than two times compared with complaint group in the course of treatment (29.9% vs 12.2%, respectively). 3. In the average time lag from initial diagnosis to initial treatment, comparisons between complaint vs non-complaint group were significant (7.8 vs 28.3 days, respectively). 4. Subjective symptoms were thought to create motivation to receive therapy, and influence of motivation to therapy was strong at initial stage but it become weaker as time passed.

• 디지털산업정보학회논문지
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• 제8권1호
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• pp.231-244
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• 2012

Consumer dissatisfaction and complaints make it difficult for online shopping mall to maintain existing customers and attract new customers, which may result in a direct profit loss. The primary purpose of this study is to investigate the relationship between customer dissatisfaction in terms of product-complaints and website complaints and complaint behaviors in terms of individual, public, and 3rd party complaint behaviors. Th results indicate that product-dissatisfaction is significantly related to the public and 3rd party complaint behaviors, but not the individual complaint behavior. Website dissatisfaction was not found to be significantly related to any complaint behavior. The moderate effect of sex and individual attitude on the relationship between customer dissatisfaction and complaint behaviors was also not considerable.

• 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.

• 한국생활과학회지
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• 제22권2호
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• pp.267-282
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• 2013

This study analyzed the effect of consumer value and unethicality on the type of consumer complaint behaviors. Despite the obvious importance of the research on consumer complaint behaviors focused on consumer's inherent personality, there is relatively little work done. The purpose of this study is to analyze the determinants of consumer complaint behaviors in order to improve consumers' well-being and develop the market condition. The 1,050 respondents are finally analyzed using the descriptive statistics, factor analysis, and multinominal logit model. Consumer value and unethicality are significant effect on the type of consumer complaint behaviors such as no action, private action only, public action only, and both private and action. The orientation of achievement and pleasure among consumers' value is associated with the higher level of complaint behaviors compared with no action. In terms of consumers' unethicality, no harm unethicality is associated with the types of each consumer complaint behavior except no action. On the other hand, both proactive and passive unethicality increase the possibility of no action. The policy implications of the consumer education are suggested as well as the directions of customer management strategies in the business sector.

• Human Ecology Research
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• 제54권2호
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• pp.119-130
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• 2016

Product complaints allow business operators to learn from and solve problems they have been unaware of and prevent customers from leaving in advance. The ability to deal properly with complaints may improve consumer loyalty and repurchase intentions. This study analyzes consumers' intention in complaining behavior towards supermarkets and traditional markets. This study provides implications for business operators in the establishment of marketing strategies to deal with complaints and perform education related to consumer complaints by the verification of variables that influence intention on complaining behavior. A survey was conducted on housewife consumers who had experience using supermarkets and traditional markets. The major results are as follows: first, in store awareness higher in supermarkets than in traditional markets. Second, determinants of consumer complaint behavior, indicated a belief there was a need to spend more money at traditional markets than supermarkets, where the possibility of complaint success and complaint attitudes were found to be low. Third, intention of complaining behavior was lower at traditional markets than supermarkets. Intentions on private complaining behavior and public complaining behavior were both low. Fourth, intention of private behavior is higher than intention of public behavior for both supermarkets and traditional markets. Fifth, complaint attitudes were variables with the greatest influence on intention of complaining behavior for both supermarkets and traditional markets.

• 한국식품조리과학회지
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• 제19권6호
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• pp.745-752
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• 2003

The aim of this study was to test the behavioral intent-based model of the foodservice related complaint handling. Accordingly, this study examined the effects of complaint handling on the university students' behaviort based on the word-of-mouth intent and repurchase intent. The findings from this study were as follows. KMO and Bartlett's test statistics showed the data fit factor analysis. The factor loadings, eigenvalues, ％ of variance, and communalities showed that the convergent validity was supported, the average variance extracted estimates and shared variance showed that the discriminant validity is supported, and composite alpha showed that the internal consistency was supported. It was found that some of main effects on the word-of-mouth intent and the repurchase intent were significant. It was found that some of interactional effects of the complaint type, the degree of correction effort, and the satisfaction with the complaint handling were significant. Overall, the results provide some insights into the types of foodservice related complaint handling strategies or the tactics that can be effectively employed by operators who manage complaint handling for customers dining at fast food restaurants.

• 복식문화연구
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• 제18권2호
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• pp.217-228
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• 2010

The purpose of this study was to examine the post-purchasing behavior focusing on dissatisfaction and complaint behavior. There were some studies concerning dissatisfaction in on-line shopping related to satisfaction and intention to re-buying, but did not focus the relationship with complaint behavior, or identified the factors specifically related to consumer's dissatisfaction. In this study, it was examined to minimize the consumer's dissatisfaction and complaint behavior by investigating the detailed factors relating dissatisfactions and complaint behaviors after shopping apparel goods on the internet. Two hundred fifty five customers who had purchased fashion products in internet shopping had participated in this study. The data was analyzed by factor analysis, regression analysis using SPSS program. As the result, first, product, delivery, returning and price factor were extracted as factors of dissatisfaction, and as factors of complaint behavior, legal action, private action, remedial action were investigated. Second, dissatisfaction was significantly effected on complaint behavior. Specially, returning factor and price factor had effect on legal action, product, delivery factor had on private action and returning factor had affected remedial action. Third, more purchasing frequency, less dissatisfaction. Also, female had more dissatisfaction than male. Finally, more dissatisfaction and compliant behavior, less repurchasing intention. Based on these results, internet shopping fashion marketing strategies were suggested.