• Korean Journal of Health Education and Promotion
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• v.19 no.1
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• pp.185-197
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• 2002

This study was conducted to analyze the factors affected morbidity for beauty artists of the limited range of motion about cerviacl, shoulder and wrist, from July 15 through August 30, 2000. Questionnaires were distributed to 373 beauty artists working in beauty shops of Taegu city. The factors included general characteristics, working conditions, life style and regular diagnosis of subject. The data collected were analyzed by SPSS program and the results of this study are summarized as follows; By the marital status, 224(86.5%) out of 259 unmarried beauty artists had the complaint of a neck(P〉0.05), and by the status of education, the complaint rate of a shoulder of beauty artists who graduated university(92.9%) is the highest(P〈0.01). In survey of complaint rates of symptom by the sleeping place, 324(86.7) out of 373 subjects had the pain in shoulder(P〈0.01), specially, beauty artists who are sleeping in bed complained the pain in shoulder more the others, in survey of complaint rates of symptom by sleeping pose, there was the significant different in neck(P〈0.01) and shoulder(P〈0.001). In survey of complaint rates of symptom by regular diagnosis, 61(85.9%) out of 71 beauty artists who took regular diagnosis and 263(87.4%) out of 302 beauty artists who didn't take regular diagnosis(P〈0.05). In conclusion, beauty artists who are on their feet for long time by official trait complaint the pain in neck and shoulder mainly. This result occurs from complex action of general characteristics and work condition and so on. In order to promote the health of beauty artists, there are needs for moderate exercise and regular diagnosis.

• Human Ecology Research
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• v.56 no.1
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• pp.15-32
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• 2018

This study analyzes difference in consumers' and front-line workers' perceptions on 'consumer complaint behavior with hateful intentions' though the Co-orientation Model in three dimensions. In addition, we seek to contribute to reducing the conflict between consumers and front-line workers in the service contact point by finding factors that affect the difference in perception between two parties. This study findings and implications are as follows. First, Taking a look at the mutual orientation between consumers and front-line workers, mutual perceptions have been found to match in agreement but with a significant difference in perceived agreement (congruence), which indicates that the internal perceptions of both consumers and front-line workers do not match. The findings confirm that consumers and front-line workers have different perspectives on consumer complaint behavior with hateful intentions and therefore raise a need for efforts and institutional devices for improvement. Second, the study has found that consumers' economic responsibility as part of their social responsibilities and front-line workers' perceptions on consumers' civic responsibility affect the perception difference between these two groups and suggest a need for educating consumers about economic responsibility. Meanwhile, unlike consumers, front-line workers view consumers' complaint behavior with hateful intentions from an ethical point of view, raising a need for a transition of perspectives on complaint behavior with hateful intentions.

• Journal of Technologic Dentistry
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• v.17 no.1
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• pp.26-40
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• 1995

A survey has been performed for the dental technicians and office workers in small cities of Julla buk-do on theis problem of cough, phlegm, wheezing, nasal cattarrh & cold, and breathlessness by using SUN-81-AL survey form which is a guletionaire on respiratory symptons The results of the analysis are as follaus. 1. The complaint on cough was made by 15 dental technicians(21.4% and by 10 office workerr(16.7%). Dental technicians showed higher complaint on cough than office workers. The predietor variable for cough was the working hours for dental technicians and the period of smoking for the office sorkess. 2. The complaints on phelgm was made by 34 dental technicians(48.6%) and by 9 office workers(15.0%). The predictor variable on phelgm was the working hour for dental techniume and the period of smoking for the office workers. There was no statistically significant difference between two group on their complaint level. 3. The complaint on the breathlessnesr was made by 24 dental technicians(34.3%) and by 22 office workers(36.7%). The predictor variable on breathlessness was the period of smoking for dental technicians and the working hour for office workers. 4. The wmplaing on nasal catarrh & cold wax made by 29 dental technicians(41.4%) and 22 office workers(36.7%). The predictr variable on nasal catarrh & cold was the working hour for dental workerr, and the perird of smoking for the office workers. 5. The complaint on wheezing was made by 9 dental technicians(12.9%) and 8 office workers(13.3%). The primary predictor variable on wheezing was the working hour for both groups, and the secondary predictor variable was the period of smoking. 6. The complaint on the chest and lung dislase was made by 12 dental technicians(17.1%) and 4 office workers(6.7%) dental technicians showed bigher complaint. on chest and lung disease than the office workers. Bronchitis was the higher frequency illuess reported from both of the groups among chest and lung disease. 7. In conclusion, the predictor variable on respiratory illness was the working hour for dental techniciane, and the period of smoking for the office workers 8. 25 dental technicians(35.7%) and 9 office workers(15.0%) selected air pllution as the most urgent problem that working environment, has had. There was statistically significant difference between two groups(P<0.001)

• Journal of Korean Society for Quality Management
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• v.39 no.2
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• Journal of Arbitration Studies
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• v.31 no.1
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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.

• Quality Improvement in Health Care
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• v.4 no.1
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• pp.64-80
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• 1997

Background : An important issue in health care today is in trying to center service around the hospitalized patient. There is a "Kindness Movement" developing now, where in the focus of Health Care is being changed from simply treating the basic physical needs of the patient with sophisticated technology, to keeping emotional well being healthy with more humane and attentive treatment. In our attempt to reach the goal of a completely satisfied patient, we undertook a study of the common complaints of patients, and the subsequent nature of the interventions. Method : The study was carried out in two stages, first the patients made known their complaints by filling out questionnaires, then we collected data on the attempts to alleviate the complaints. The questionnaire provided 19 different complaints, which were then analysed for such variables as content, source of complaint, persons treating the complaint, and length of time and method used to solve the complaint. Results : 1. The Chief complaints made by patients(99.1%) were of physical discomfort, such as pain, nausea, vomiting, indigestion, diarrhea and constipation. 2. The complaints were voiced primarily by either of the patient's family, or by the patients themselves(78.4). 3. The complaints were intervened by nurses alone(53.5%), physicians alone(25.5%), or by nurses and physicians together(19.25%). 4, The method by which the complaints were resolved included the utilization of prescriptions(55.7%), further explanation and education(25. 5%) and notification after treatment(13.2%). 5. Most complaints were voiced during the dayshift(42.6%, 7:00-15:00), followed by the evening shift(36.0% 15:00~22:00), and then the nightshift(21.3 %, 22:00-07:00). 6. The time required for successful resolution of the patient's problems varied from 10~88.9min, according to the nature of the complaint. Conclusion : Hopefully by knowing beforehand the nature of both complaint and intervention, we can anticipate problems and shorten reaction time, in order to provide for a more satisfied patient.

• Fashion & Textile Research Journal
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• v.22 no.3
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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.

• Management & Information Systems Review
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• v.32 no.2
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• pp.107-135
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• 2013

Today, the consumer complaining behavior is recognized as a valuable source of marketing information in the company. Therefore, studies on the factors that lead to consumer complaints have been done. In the previous research on consumer complaining behavior, the factors influencing the complaining behavior was focused on the personal characteristics, but factors under company control was rarely identified. We try to identify factors under company's control that have a effect on the likelihood of success of complaining and complaining perceived costs. These factors are tendency to compensate emotionally, tendency to compensate materially, accessibility to complain, empowerment to manage complaint. Through empirical analysis, we proposed company's strategies to encourage consumer's complaint and gave theoretical and managerial implications.

• Journal of Fashion Business
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• v.7 no.4
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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.

• Journal of Families and Better Life
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• v.23 no.4 s.76
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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.