• Human Ecology Research
• /
• v.53 no.4
• /
• pp.351-362
• /
• 2015

This study examined differences in counseling work and work performance in a firm by the individual characteristics of counselors. This study also investigated the effects of consumer counselor's reaction and stress from counseling work on counselor satisfaction in regards to counseling work and work performance. The results of this study are as follows. First, consumer counselor's work satisfaction was high for female counselors, university-educated, with middle or high status occupations, had short work years, had a higher tendency towards consumerism, worked in a counseling department with an active reaction policy towards consumer complaints, and had a lower level. Second, the work performance of a counselor was high for those who were older, university-educated, had short work years, worked in large-size counseling departments in a firm, had a higher tendency of consumerism, and worked in counseling departments with active reaction policies toward consumer and consumer's complaints. Third, consumer counselor's work stress effected work satisfaction but did not influence work performance. The counselor's reaction towards consumer's complaints influenced the work performance but did not influence the work satisfaction of a counselor.

• Journal of Families and Better Life
• /
• v.30 no.6
• /
• pp.167-181
• /
• 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.

• Journal of Korean Library and Information Science Society
• /
• v.46 no.4
• /
• pp.299-324
• /
• 2015

This paper is a qualitative single case study and it was conducted for the purpose to explore change in interactive bibliotherapy experience with a middle-aged widowed spouse. A Middle-aged Widowed Spouse was taken as a research partaker. Through this research, we explored partitively the partaker's experience changes by each session during the commencing of interactive bibliotherapy and the partaker's inner/external experience change after the end of session. The result, interactive bibliotherapy facilitated and expressed the reaction of a partaker by its writing skills and reading materials including partaker's own poems. Furthermore, facilitated emotion from material and self-awareness made a partaker understand and accept itself through therapeutical interaction. In addition, those kind of changes appeared inner/external experience in life, and lasted after the end of the session. In this regard, the inner/external change appeared from a partaker means the effect of bibliotherapy, and we can notice that it is a result that facilitated through truthful reaction of counselor and texts.

• The Korean Journal of Elementary Counseling
• /
• v.9 no.1
• /
• pp.1-20
• /
• 2010

This research was carried out to see that to what extent KSD reaction can be related to types of sociometric status, and it was carried out on the basis of an hypothesis that KSD reactions of elementary school students in high grades(4th, 5th, 6th grades) would vary according to gender and 5 types of sociometric status, For that purpose, sociometry which were developed by Ahn Iehwan(2007) and KSD, were implemented with students of 20 classes (5 classes of 4th grade, 5 classes of 5th grade and 10 classes of 6th grade) at an elementary school in A city. Number of students surveyed was 366 and it was not exactly the stratified cluster sampling method. To verify 3 hypotheses, independent samples t-test, one way ANOVA, discriminant analysis were made. As a result, there was statistically significant difference in action factor and characteristics factor among 3 factors of KSD reaction by gender, but there was not statistically significant difference in dynamics factor. The result of one way ANOVA showed there was statistically significant difference in characteristics factor and dynamics factor among female students, but there was not statistically significant difference in action factor. Therefore, it was understood that characteristics factor of KSD reaction was closely related to gender difference and types of sociometric status. From the result of this research, it was considered necessary to review KSD scoring system suggested by 田中志帆(2009). And lastly, it was observed that KSD reaction was not effective in evaluating sociometry, and a new approach to the projective drawing test was suggested as a supplementary method for sociometry.