• 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.

• 한국건축시공학회:학술대회논문집
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• 한국건축시공학회 2021년도 봄 학술논문 발표대회
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• pp.279-280
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• 2021

The conflict is gradually increasing and becoming more serious in Korea. Especially, there are many conflict among stakeholders in public construction projects and its economic, social effects are enormous. This negatively affects the performance of construction projects, such as schedule delay and increasing construction costs. Complaints are often extended to public conflicts so that complaints have to be considered for conflict management. However, complaints and conflicts were distinguished and have been studied differently in previous studies. In this research, the literature that analyzed complaints and conflict factors was reviewed, and the complaint that included the conflict factors were categorized and derived.

• 국제학술발표논문집
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• The 9th International Conference on Construction Engineering and Project Management
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• pp.111-118
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• 2022

Conflicts in public construction projects become more serious and complex so that they have a negative effect on performance of projecets. Conflicts in public construction projects are defined as expanding in complaints. This study analyzes the relationship structure and effect on performance between complaints and conflicts. First of all, 219 survey data collected from industry experts were used to derive complaints arising from the project and to understand the characteristics of each complaint. In the case of environmental damages, rather than environmental damage during construction, harmful substances or effects that can occur in completed facilities cause complaints from local residents, and opposition from environmental groups has a great effect on time and cost increase. As for safety damage, civil complaints related to prevention and countermeasures for safety accidents occur frequently, and additional construction affects cost increases. Through this study, it is possible to understand the serious complaints that are prone to conflict in public construction projects, their frequency, and the performance of the project.

• 한국중재학회지:중재연구
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• 제31권1호
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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.

• Safety and Health at Work
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• 제6권4호
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• pp.329-337
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• 2015

Background: The aim of this study is to examine the prevalence of musculoskeletal complaints in Swiss operating room (OR) nurses, and to investigate how work-family conflict, work interruptions, and influence at work are related to lumbar and cervical back pain. Methods: Participants in this correlational questionnaire study included 116 OR nurses from eight different hospitals in Switzerland. Results: We found that 66% of the OR staff suffered from musculoskeletal problems. The most prevalent musculoskeletal complaints were lumbar (52.7%) and cervical pain (38.4%). Furthermore, 20.5% reported pain in the mid spine region, 20.5% in the knees and legs, and 9.8% in the hands and feet. Multiple linear regression analyses showed that work-family conflict (p < 0.05) and interruptions (p < 0.05) significantly predicted lumbar and cervical pain in OR nurses, while influence at work (p < 0.05) only predicted lumbar pain. Conclusion: These results suggest that reducing the work-family conflict and interruptions at work, as well as offering opportunities to influence one's workplace, help to promote OR nurses' health.

• 한국중재학회지:중재연구
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• 제30권2호
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• pp.145-164
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• 2020

With the development of the Internet, e-commerce is rapidly developing, and e-commerce through the Internet has become a major distribution channel for selling products and services to consumers and buyers. However, as Internet shopping develops, consumer dissatisfaction and conflict are increasing. In this regard, this study examined how consumer dissatisfaction caused by using an Internet shopping mall, which is currently taking the core position in commerce activities, leads to consumer complaints, and how these complaints affect the necessity and intention to use the arbitration system. As a result of the study, the following implications were obtained. First, it will be necessary to remove the root cause of consumer complaints by continuously monitoring consumer complaints, rather than staying at passive consumer complaints such as defective product exchange and damage compensation for dissatisfaction with Internet shopping malls. Second, it can be said that the function of the arbitration system is required to protect the rights and interests of consumers using the Internet shopping mall and to actively improve the problems in the event of a damage situation or a problem situation. Lastly, academia's continuous research will be needed, and governments and related organizations will need to continuously provide and promote information to users of Internet shopping malls.

• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 한국생활과학회지
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• 제15권5호
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• pp.729-741
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• 2006

The purpose of this study is to examine conflicts between female international marriage migrants(FIMMs) and their family members, and living conditions of FIMMs in Korea. The results will be useful in understanding FIMMs' struggles and will help them to develop their adaptive ability to family life. This study analyzed the factors in three dimensions: a Sociodemographic factor, a marriage-related factor and a factor of the migrants' relationship to their family members. All conflicts result from the lack of mutual understanding between the migrants and their family, and the differences between their languages and between their cultures. Of course, FIMMs can not adequately express their feelings and opinions in Korean language. Their loved ones and relatives can not express their feelings in the immigrants' languages, either. It is evident that there are a lot of misunderstandings caused from their language barrier. The public support for the migrants is limited. They live a lonely life and no consideration. Most of them complains that their husbands have no careful concern for their feelings. That seems because most of the Korean husbands have never had education enough to understand their problems in terms of international marriage. A close watch of what can be learned from conflict and complaints of women. However, any sympathy for foreign women's complaints should be evaluated in cultural sides: especially family life education programs for Korean husbands and their family members are required for a good grasp of typical intermarriage issues.

• 융합보안논문지
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• 제21권2호
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• pp.81-88
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• 2021

장교와 부사관은 군 조직을 이끌어가는 간부들이다. 매년 5천여명의 초임장교들이 임관하며 전후방 각지에서 임무수행을 하고 있다. 장교는 규정, 부사관은 경험의 효율성을 두고 갈등이 발생하고 있다. 초임장교들은 경험과 나이가 많은 부사관들로부터 권위가 실추되고 명령에 복종하지 않는 상황을 경험하고 있다. 부사관들은 계급으로만 지휘하려는 초임장교들에 대한 불만을 갖고 있다. 장교, 부사관의 갈등은 과거에도 있었지만, 일부 초임장교가 경험이 쌓이게 되면 해소되는 상황이었다. 최근 참모총장의 언행을 문제삼아 주임원사들이 반발하는 상황이 발생하였다. 장교와 부사관 갈등의 원인을 고찰하고 해결방안을 제시하고자 한다.

• 한국주거학회논문집
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• 제26권6호
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• pp.1-8
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• 2015

This study aims to develop a solution to inter-floor noise complaints by exploring cases of noise complaints between floors and by identifying the demands and needs of the residents. For this purpose, a survey was conducted targeting residents who were sorted into groups depending on their experiences with inter-floor noise. This survey was carried out from June 11, 2014 to June 16, 2014. A total of 100 copies of the questionnaire was distributed to the residents, of which 98 were completed and collected. Data were statistically processed in accordance with SPSS WIN 18.0. The results showed that the leading causes of inter-floor noise complaints were residents' differences in schedules and their inconsideration in behavior. Thus, the solution to this issue is three-fold: first, to take social measures in order to improve communication and understanding between residents so they can be mindful of their noise levels; second, to reinforce noise control regulation; and third, to improve noise reduction design within the building architecture.