• 가정과삶의질연구
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• 제15권4호
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• pp.81-102
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• 1997

This study intended to investigate factors shaping the styles for comsumers to express their dissatisfaction after comsuming goods(cloth and household appliance) and services(public and health) In particular this study examined what kinds of characteristics were crucial to distinguish three styles of consumers' and public complaints. The characteristics of consumer to be considered in this study included consumer knowledge consumer attitude consumer and several socio-economic characteristics. The sample used in this study were consumers whose age was grater than 20 years old living near Seoul in 1996. Discriminant analysis was conducted to investigate what factors discriminate the style of complaint. This study found that several consumer characteristics were sigificant in explaining different styles for consumers to response their dissatisfactions. The effects of consumer characteristics were more significant in explaining the complaining styles derived from public and health services rather than goods. Overall consumer attitude consumer knowledge and the degree of satisfaction of services were discriminant variables in explaining the styles of consumer complaint. Both consumer knowledge and budgeting skill were significant in explaining complaint styles to response dissatisfaction derived from consuming clothing while both consumer education and time constraint were significant in shaping the kinds of complaining styles derived from consuming household appliances.

• 대한영양사협회학술지
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• 제26권4호
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• pp.278-288
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• 2020

This study examined the effects of response-facilitating factors(Food-related Knowledge, Response-Efficacy, and Self-Efficacy) and response-inhibiting factors(Severity, Vulnerability, and Consumer Stress) on the consumer' behavior intention based on protection motivation theory, which explains the behavioral change to protect oneself. This study was conducted to reduce the customers' concerns regarding food safety accidents and introduce ways to make them more interested in food safety. A sample of 225 adults over 19 years of age was collected in February 2018 through a self-administered questionnaire. The results of the cognitive mediation process of protective motivation theory showed that the consumers' knowledge and self-efficacy which are response-facilitating factors, positively influence the behavioral intention. Severity and consumer stress were response-inhibiting factors. On the other hand, response-efficacy, which is a response-facilitating factor, and vulnerability, which is a response-inhibiting factor, did not influence the behavioral intention. Therefore, severity and consumer stress are response-inhibiting factors. The results were analyzed as a result of a behavioral change to protect oneself from food safety accidents. The applicability of the theory of protection motivation on the topic of food safety was also confirmed.

• 한국콘텐츠학회논문지
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• 제14권11호
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• pp.133-142
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• 2014

본 연구는 광고에 대한 소비자 공감을 개념 정의하고 이야기 광고에 대한 소비자 공감반응을 타당하게 측정할 수 있는 척도를 개발하고자 하였다. 관련 문헌과 소비자 조사 결과 이야기 광고에 대한 소비자의 공감은 공감적 이해, 동일시, 대리적 감정반응의 세 하위 요인으로 이루어진 다차원적 개념임을 제시하였고, 소비자 실증조사를 통하여 총 11개의 항목과 세 하위 요인으로 이루어진 소비자 공감반응 척도를 개발하였다. 소비자 공감반응 척도는 기존 척도에서 소홀히 다루어진 동일시 요인을 반영하여 측정도구의 내용타당도를 제고한 점에서 학문적 기여 가능성을 찾고자 한다.

• 커뮤니케이션디자인학연구
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• 제57권
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• pp.44-53
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• 2016

미디어 파사드를 통한 광고가 보다 활성화되고 지속적인 성장을 가져오기 위해서는 무엇보다도 미디어 파사드가 매체로서의 역할을 충분히 수행할 수 있는 효율적인 매체라는 것을 입증할 필요가 있다. 따라서 본 연구는 미디어 파사드를 통한 광고의 소비자 반응과 효과를 알아보기 위해 TV광고와 미디어 파사드 광고를 각각 연구 참여자에게 보여주고, 이에 대한 반응을 설문을 통해 알아보았다. 연구결과, TV광고보다 미디어 파사드 광고를 접한 소비자의 인지적/감정적 반응이 긍정적으로 나타났다. 또한 미디어 파사드 광고가 TV 광고에 비해 제품태도에는 긍정적 영향을 미치지 못하지만 구매의도에는 긍정적 효과를 나타내었다. 미디어 파사드 광고를 접한 소비자는 인지적 반응과 제품태도의 상관이 다소 낮긴 하지만, 인지적 반응과 구매의도, 감정적 반응과 제품태도, 감정적 반응과 구매의도 모두 유의한 상관관계를 나타냈다. 또한 소비자의 소비성향 및 성별은 소비자의 반응에 있어 통계적으로 유의한 결과를 나타내지는 않았다. 그러나 소비자 반응에 있어 평균값은 모두 높게 나와 광고의 긍정적 효과를 보여준다. 본 연구 결과를 통해 미디어 파사드가 광고 매체로서 다양한 가능성을 가진 뉴미디어라는 사실을 실증적으로 확인해 볼 수 있었고, 특히 흥미를 유발하는데 효과적이며, 기존의 광고보다는 멀티미디어를 이용한 메시지가 받아들이는 시간이 빠르고 편리하여 광고의 효과가 높다는 것을 알 수 있었다.

• 한국인공지능학회지
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• 제12권2호
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• pp.25-33
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• 2024

This study examines the relationship between customer satisfaction and management response in the hotel industry amid the COVID-19 pandemic. By applying regression analysis and topic modeling to consumer reviews on online platforms, we assess how consumer perceptions and management behaviors have shifted since the onset of the pandemic. The findings reveal a significant decline in customer satisfaction linked to COVID-19. Significantly, while the pandemic has reduced overall customer satisfaction levels, high response rates and high review-response content similarity mitigate the impact of the crises. These results highlight the critical need for hotel managers to continuously monitor online reviews and adapt their engagement strategies to maintain and enhance customer satisfaction during ongoing and future crises. This research not only corroborates existing theories on customer satisfaction but also exposes novel dynamics introduced by the pandemic, offering new insights for effective customer relationship management in turbulent times.

• 한국디자인학회:학술대회논문집
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• 한국디자인학회 2003년도 가을학술발표대회
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• pp.12-13
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• 2003

• 경영과정보연구
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• 제22권
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• pp.85-115
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• 2007

Following is discovered in this study by some. First, attribute(product/non- product) of that truth that get through experiment of this study is WOM deduced result that have statistical meaning in dependent variable which is public trust only in this study. Specially, information by word of mouth type received High positive response more with non-product information by word of mouth attribute than the product attribute in all experiment products that is parted according to involvement. Consumer's response by involvement level of product can affect for site attitude, public trust, and intention to purchase by second. For example, consumer's site attitude has induced the most positive response, and can confirm positive response of High consumer most in that involvement sensitivity product in that participation reason type product and could confirm response that is the most positive in that involvement reason product even if there is for intention to purchase. Result of this study is grasped that have High mean value relatively in site attitude, product attitude, information by word of mouth effect, public trust, brand attitude, purchase intention etc. generally that product involvement and information by word of mouth attribute are interrelation by third. This can change fairly data processing process according to consumer's Involvement Level, behavior deterministic process, consumer's action with attitude formation process, and involvement for products. High occasion than is low incline more efforts in information retrieval and is discreet result such as study finding of produce.

• 한국의류산업학회지
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• 제6권5호
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• pp.595-604
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• 2004

This study is to investigate complaining behavior of consumers who purchase fashion products on the internet, as well as to find how the complaining behaviors are related to the consumers' characteristics. The subjects of this study are limited to the consumers who have experienced dissatisfaction when purchasing fashion products through the internet. The questionnaires were administered to male and female respondents using the internet shopping mall. The results can be summarized as follows: The factor analysis shows that consumer complaining behaviors are fitted well into four factors(direct complaining behavior, private complaining behavior, third-party complaining behavior, and no response). In the difference analysis by consumer's complaining behavior styles and gender, private complaining and third-party complaining behavior were significant statistically. In the difference analysis between consumer's complaining behavior styles and internet self-efficacy. Internet self-efficacy was significantly different according to consumer's complaining behavior styles, especially for direct complaining, third-party complaining and no response. Private complaining behavior, third-party complaining behavior and no response were negatively related to consumer retention, while direct complaining behavior was not.

• 한국컴퓨터정보학회논문지
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• 제25권1호
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• pp.131-140
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• 2020

본 연구는 소비자들의 개인품절반응지수(ISRI) 개발에 대한 연구로, 온라인 쇼핑 시 품절 상황에 대한 소비자들의 인지적 반응, 감정적 반응 및 행동적 반응의 영향을 분석하였다. ISRI는 선행연구인 Kim and Lee(2016/2018)의 인지, 감정 및 행동적 반응을 근거로 하여 개발하였다. 설문 조사는 인터넷 설문 조사 기관에서 2014년 07월에 2주간 진행되었으며 754명의 설문대상자 중 전체 질문에 응답한 회수된 설문지는 총 526부였다. 이 회수된 설문지를 본 연구의 조사에 이용하였다. 자료의 분석은 SPSS 25.0 Package를 이용하였다. 개인풉절반응지수(ISRI)는 정규분포를 형성하였다. 본 연구의 개인품절반응지수(ISRI)는 개인화, 맞춤화가 급속도로 진행되는 4차산업혁명 시대에 소비자의 불편한 쇼핑상황인 품절 시 대안의 마련 근거로써 실무적 의의를 가진다.

• 한국의류산업학회지
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• 제13권6호
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• pp.952-958
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• 2011

The primary purposes of this study were to investigate on effect of consumer's participation on their emotional response, service quality perception and revisiting intention in the beauty service field. The data were collected from 385 customers of beauty salons in Busan area, Gimhae area in Kyongnam and Daegu area. It was analyzed by frequency analysis, factor analysis, reliability analysis, and path analysis. The results were as follows: First, consumer was experienced positive emotion toward their participation of service offering course. Second, there were significant influence their participation on their service quality perception. And in the case mediating emotional response, their were more influence. Finally, consumer was perceived positively service quality when they was experienced positively emotion in service field during service offering course. And they had revisiting intention when they was perceived service quality excellently.