• Proceedings of the KHMA Conference
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• 2013.11a
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• pp.227-227
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• 2013

• Management & Information Systems Review
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• v.37 no.2
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• pp.23-42
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• 2018

As the development of the Internet in China has led to the active shopping of the internet, the number of Chinese internet users and online shopping malls is increasing rapidly. Chinese internet shopping malls are experiencing satisfaction and discontent with their websites. Research has focused on the satisfaction of customers using internet shopping malls and internet shopping malls reported complaints to users as complaints about products and websites. The study looked at seven area Chinese internet users (Beijing, Harbin, Shenyang, Ganssu, Xian, Shanghai and Henan). The effect of product complaints and site complaints on shopping attitudes and behaviors of internet shopping users was studied, and economic benefits were studied as a control variable. As a result, There was no effect on controlling the economic benefits of the complaint against the product, but the controlling the economic benefits of the complaint on the site was effect. About 83 percent of those surveyed were in their 20s and 30s who had experience shopping online and in internet. And It is intended to present theoretical reviews and guidelines for Korean internet shopping malls operating here, as they plan to expand to China by analyzing their internet shopping mall users.

• Asia Marketing Journal
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• v.3 no.2
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• pp.69-91
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• 2001

고객이 서비스상의 실패에 대해 때로는 강한 부정적 반응을 보이기에 서비스를 제공하는 조직의 서비스회복능력은 고객만족을 달성하기 위해 강력하고 효율적으로 운영되어야 한다. 따라서 본 연구는 온라인상의 서비스인 ISP업체(10개의 회사)를 대상으로 온라인 서비스 상에서 고객이 서비스상의 불만을 경험할 때 기업이 고객의 불만을 회복시켜 만족으로 전환시키려는 회복속성들이 실제로 고객이 가지는 분배상의 공정성, 절차상의 공정성 및 상호작용 공정성에 어떤 영향을 미치는가를 실증적으로 검증하기 위한 것이다. 이를 위해 10개의 ISP업체를 선정하고 해당 업체에 대해 불만을 가진 고객들이 기업의 불만제거 노력에 대해 평가하도록 하였다. 가설 검증을 위해 LISREL을 이용하여 서비스의 회복속성인 보상, 신속한 반응, 무반응, 사과, 사전보상제공 등이 분배상공정성, 절차상 공정성, 상호작용 공정성에 직접적으로 미치는 효과를 파악하고 이 공정성의 요인들이 만족에 미치는 영향도 실증적으로 검증하였다. 온라인 상이라는 새로운 환경을 고려하여 기존의 모델에서 간과된 부분을 확인하기 위해 확장 모델을 제시하여 새로운 의미를 가진 경로가 존재하는지 확인하고 이 부분에서 유의적인지 않은 경로를 배제한 수정모델을 제시하였다. 기존의 연구를 바탕으로 제시된 가설은 연구모델에서 경로 계수를 추정하고 이에 대한 t값을 통해 검증하였다. 본 연구에서 제시하는 시사점으로는 고객의 서비스 실패 및 회복상황에 대한 평가의 이론적 원칙을 설명하고 관리자에게 각각의 서비스 실패와 일치하는 서비스 회복전략을 제시하여 운영상의 가이드 라인을 제시한다고 할 수 있다

• The Journal of Society for e-Business Studies
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• v.22 no.4
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• pp.141-158
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• 2017

Along with IT development, customers are getting more easily to express their opinions using various IT channels. In this situation, complaint management is a pressing issue for companies to acquire and maintain loyal customers with low cost. Most of previous studies have investigated customer complaint information by quantitative variables such as demographic information, transaction information, or complaint frequency, but studies focusing on qualitative aspects of complaint information are limited. Therefore, this paper considers the possibility for customers to leave even when they complain occasionally or briefly. This paper analyzes the quantitive aspects as well as the qualitative aspects using sentiment analysis with Exit-voice theory. The dataset contains 268,364 inquiries of 46,235 customers obtained from a contact center of a private security company in Korea. This paper carries out logistic regression and the results imply that the customers's explicit response and their implicit sentiment have different effect on customers leave. This study is expected to provide useful suggestions for the effective complaint management.

• Proceedings of KOSOMES biannual meeting
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• 2007.11a
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• pp.103-108
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• 2007

This study evaluated the priority of port development in Korea using game theory. First of all, the study selected residents, users and local governments as the subject of port development and measured total evaluation value with the AHP method. In addition, considering complaint level depending on comprehensive evaluation results and selected alternatives in case of affiliation between evaluating subjects, the study proposed a minimizing evaluation method. Also, compensation depending on the selected alternatives was quantified, with compensation strategy being presented. The findings of this study revealed that Busan port should be taken into consideration first for the port development in Korea, as an environmentally friendly port.

• Journal of Families and Better Life
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• v.32 no.2
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• pp.13-26
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• 2014

The theory of planned behavior proposed by Ajzen predicts that certain behaviors are determined by behavioral intentions which are affected by an attitudinal belief toward the behavior, the subject norms, and the individual's perception of their control over the behavior. This study's aim is to examine consumers' inappropriate complaint behaviors, using the theory of planned behavior. Consumers' inappropriate complaint behaviors are defined by two types, which are low -and high-intensity inappropriate complaint behavior based on the primary data collected from a group of consumer affairs professionals in the business field. The survey questionnaire was administered to 1,000 consumers via an on-line survey. The two models were assessed with path analysis in order to predict consumers' inappropriate complaint behaviors, using the theory of planned behavior. The results are as follows: First, two types of inappropriate compliant behaviors were identified according to the results of an exploratory study conducted by professionals who had been employed at the department of consumer affairs. Second, the theory of planned behavior is adequately fitted to examine the factors related to consumers' inappropriate complaint behaviors. Also, all three variables based on the theory of planned behavior, -perceived behavior control, subjective norm, and attitude-had a significant effect on inappropriate complaint behavior intention. Third, consumers' inappropriate complaint behavior intention played the most significant role in low-intensity inappropriate complaint behavior, whereas attitude was found to play a significant role in high-intensity inappropriate complaint behavior. The significance and implication were discussed in terms of effective customer management strategies.

• Management & Information Systems Review
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• v.32 no.2
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• pp.165-191
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• 2013

A long debate has been made about whether job satisfaction facilitates or impedes union participation. This study analyzed the moderating effect of union instrumentality in the relationship between job satisfaction and union participation. The data collected from 826 employees of 22 workplaces were empirically evaluated. The result of the research revealed that both positive effect and negative effect were observed in the relationship between job satisfaction and union participation. The positive effect was noticed in the direct influence of job satisfaction on the union participation. However, given the interaction between job satisfaction and union instrumentality, the job satisfaction showed the negative effect on the union participation. Based on this result, we can conclude that the direct influence of job satisfaction on the union participation supports dissonance theory about the union participation and the interaction effect between job satisfaction and union instrumentality confirms the utility theory. The present study indicates that the effect of union participation is more reinforced when job satisfaction and union instrumentality are closely connected than when job satisfaction independently affects union participation. Thus, the result implicates that for the revitalization of the labor union, the organization needs to offer a variety of services to satisfy the expectation of whole union members in practical terms instead of concentrating on the labor movement for the political struggle. This point says a lot for a new direction of labor movement.

• The Journal of the Korea Contents Association
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• v.10 no.1
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• pp.275-285
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• 2010

This research examines the relation of dissatisfaction about own real conditions, deviant labeling, self-esteem, abuse from parent, victimization and juvenile delinquency(smoking, drinking, run-away, assault, taking away stuffs or money, larceny). The evidence of a strong relation of these factors and girls' delinquency is well known through empirical researches by feminist criminologists. Feminist criminology had attention to the gender-specific factors that could explain girls' delinquency. Most of conventional delinquency theories, such as social bond theory, differential association theory, focused on bad boys' deviant behaviors. These theories has not been designed to apply to girls' troubles. According to the conclusion of the research, there seems to support researches of feministic perspectives.

• (The)Study of the Eastern Classic
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• no.36
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• pp.229-264
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• 2009

This paper aims for a study on the theory that mind is Li(principle). The method of research is laid emphasis on searching for the historical development of the perception Theory in late Cho-Sun. First of all, I investigated a meaning of the perception theories of Ho-Rak school, that were criticized in the Cho-Sun academic world. The next, I investigated the theory of Li-ju-Ki-ja that was raised by Yi Sang Jung. He thought that Li is supervisor and Ki is assistance. And he put a construction on the Perception Theories of Toegye school. Yi Jin sang's theory of perception is the result of criticism against Ho-Rak school, and a fresh and in-depth construction of Yi Sang Jung's perception theory. His viewpoint was contradiction to the theory of Sim si Ki(the theory that Mind is made of Ki). And he rediscovered the human conscience that was born endowed from Heaven.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.23 no.1
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• pp.215-234
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• 2012

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.