• 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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• 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.

• 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.

• The Journal of Asian Finance, Economics and Business
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• 제8권1호
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• pp.375-383
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• 2021

The justice issue in the service recovery process has become an interesting topic especially in rural banks in Indonesia. There are two types of justice issues in handling the complaint process; distributive and informational. This study aims to analyze the effect of distributive and informational justice on complaint handling satisfaction. This study also examines the mediating role of positive and negative emotions on the effect of justice in post-merger rural banks. This research employs a survey by distributing a questionnaire to 238 customers who have complained to one of the post-merger rural banks in West Java and Yogyakarta. This study uses the structural equation modelling (SEM) method by WarpPLS software. The results reveal that distributive and informational justice have a positive effect on positive and negative emotions, while informational justice does not affect positive and negative emotions. Distributive and informational justice directly affect satisfaction over complaint handling. On the other hand, positive and negative emotions affect satisfaction over complaint handling. The findings of this study suggest that positive emotion also mediates the distributive justice effect on satisfaction over complaint. Lastly, positive and negative emotions do not mediate the informational justice effect on satisfaction over complaint handling at post-merger rural banks in West Java and Yogyakarta, Indonesia.

• 대한건축학회논문집:구조계
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• 제34권3호
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• pp.95-102
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• 2018

In order to understand interaction between building users' occupant performance and building maintenance performance of maintenance management personnel, actual data from maintenance activities of buildings were analyzed. Also, using building defect customer complaint data reported by building user, satisfaction data on building maintenance services of building users and service response time of maintenance management personnel, a method for evaluating interaction of buildings with the same purpose and same size was proposed. Throughout analysis, average number of occurrences per unit area per year for the mechanical complaints in complex building were presented. In addition, using building users' satisfaction with facility management services, attitude of responding to business obstacles, number of occurrences per unit area per year of mechanical complaints and complaint processing speed, interaction was comprehensively identified and compared.

• 한국조리학회지
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• 제22권6호
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• pp.98-104
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• 2016

In comparison to the rapid rise in the number of restaurant daily deal service consumer complaints, relatively little attention has been directed at the features of deal consumers' complaint behaviors in academic research. In order to address this gap, this study examined the characteristics of complaint behaviors of consumers who purchase restaurant deals with a focus on three potential determinants (likelihood of success with the complaint, attitude toward complaining, and severity of the failure). Results indicated that the three proposed determinants emerged as critical factors that influence deal consumers to exhibit different complaint reactions to dissatisfactory experiences. Furthermore, it was discovered that the hypothesized relationships were moderated by value consciousness, in which high value-conscious deal consumers exhibited a higher complaint inclination than low-value conscious deal consumers.

• 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.

• 가정과삶의질연구
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• 제32권2호
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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.

• 한국건설관리학회논문집
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• 제24권3호
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• pp.52-61
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• 2023

Conflicts in a construction project not only make negative impacts on project performance such as schedule delay or cost overrun but also require social cost to resolve the conflicts. Although the conflict needs a preemptive management because a conflict usually begins with a complaint, existing studies have focused on conflict resolution after it occurs. This study identifies and categorizes complaints which mainly appear in the construction projects. Those complaints were evaluated and quantified in terms of occurrence frequency and potential to conflict through a questionnaire survey with industry experts. Using the survey results, this study examines the characteristic of complaints in linear project and clustered project, and analyzes what kind of complaints occur by project type. As the results, this study derives the complaints with high potential to the conflicts that should be managed first during managing a construction project in each project type.

• 국제학술발표논문집
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• The 10th International Conference on Construction Engineering and Project Management
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• pp.831-838
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• 2024

Public construction projects have a significant impact on the local residents' economy and social lives due to their large scale and construction costs. If residents suffer losses and damages from public construction projects, it can lead to complaints, which can negatively affect to the projects, such as cost overrun and schedule delay. Therefore, the managerial efforts should be made to minimize these complaints. The purpose of this study is to analyze the complaints associated with construction projects based on their characteristics and assess the impact of complaints on the projects, aiming to minimize the complaints arising from construction projects. This study is conducted in three steps: 1) extracting the complaints' information from the existing construction projects, 2) analyzing the complaints based on projects characteristics using post-evaluation data, and 3) analyzing how the complaints are actually handled. Through this study, it is possible to understand the characteristics of complaints in actual public construction projects in Korea.