• Culinary science and hospitality research
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• v.13 no.2
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• pp.12-21
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• 2007

The purpose of this study was to examine the effect of subjective norms on customers' intention to engage in voice of dissatisfaction responses, the effect of subjective norms on attitude, and the mediating effect of attitude on the relationships between subjective norms and customers' intention to engage in voice of dissatisfaction responses. The simple regression analysis is used in order to estimate the effects of subjective norms on customers' intention to engage in voice of dissatisfaction responses and attitude. The mediated regression analysis is used in order to estimate the mediating role of attitude of the effect of subjective norms on customers' intention to engage in voice of dissatisfaction responses. Results of the study demonstrated that the inclusion of perceived behavioral control did significantly improve the predictability of the voice of dissatisfaction response intentions. Furthermore, the mediating analysis indicated that the influence of subjective norms was mediated by mediator. In the contests of voice behavior, the effect of subjective norms on intention was mediated by attitude.

• Fashion & Textile Research Journal
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• v.24 no.2
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• pp.183-194
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• 2022

This study aims to understand the consumers' negative responses to communication failure of chatbots caused by their imperfections. Specifically, this study examines 1) the relationship among chatbot's communication failure, dissatisfaction, negative behavior (complaint, negative word-of-mouth (nWOM), and inertia); 2) the moderating effect of technostress on the relationship between chatbot's communication failure and dissatisfaction; 3) the differences in the negative responses between the generation MZ and the previous generations. Data were collected via an online survey. First, the participants interacted with the chatbot developed for this survey, to experience the chatbot's communication failure. Thereafter, they responded to a questionnaire. PLS-SEM was conducted using the R software environment to test the hypotheses. This study empirically identified that chatbot's communication failure positively affected dissatisfaction. In addition, the customers who were more dissatisfied with the chatbot's communication failures were more likely to complain than engage in nWOM. Compared to the generation MZ, chatbot's communication failure caused a higher level of dissatisfaction in previous generations. The results suggest that online shopping malls should carefully introduce an improved chatbot service after minimizing its communication failure rate. The chatbot developers of online shopping malls targeting middle-aged and elderly consumers should strive to develop and implement strategies to further alleviate consumers' dissatisfaction in the situation of chatbot's communication failure.

• Journal of Korean Library and Information Science Society
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• v.32 no.1
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• pp.261-283
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• 2001

This study investigates the antecedents of the complaining behaviors and complaint responses of the library and information center users based on the theoretical backgrounds and suggests eight propositions and conceptual model for the library and information center. It examines as the antecedents, satisfaction/dissatisfaction, attitude toward complaining, likelihood of success, materials/facilities/service importance, attribution, loyalty, and justices; and as complaint responses. exit, voice(redress seeking), negative word-of-mouth, and third party complaints.

• Journal of the Korean Home Economics Association
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• v.46 no.10
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• pp.119-132
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• 2008

The aim of this study was to analyse the consumer dissatisfaction, complaint and repurchase intentions in foodservices with a particular focus on college students. For this investigation we analysed the responses of 520 college students interviewed from Daegu Gyeongbuk Province. The SPSS/WIN version 12.0 and AMOS version 6.0 were used to analyse collected data. The results were as follows : 1) Factor analysis identified 5 different consumer dissatisfaction factors: facilities, waiter/waitresses behavior, food quality, service, store operating. The level of food quality dissatisfaction was most high. Consumer complaints came in three forms: public, personally and no action. The level of personal complaint was most high. 2) AMOS analysis found that public complaints had the most influence on repurchase intentions. 3) Dissatisfaction was highest with fast food restaurants, which also received the most public complaints. 4) Dissatisfaction, complaints, and compensation strongly influenced eating-out and spending motivation of college students.

• Journal of Industrial Convergence
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• v.1 no.1
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• pp.99-114
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• 2003

This paper intends to contribute to the understanding of customer complaining behavior by studying the relationship between intensity of dissatisfaction and type of complaining behavior. Previous research has broadly speculated on the relationship between the intensity of dissatisfaction and complaining behavior; few empirical results have, however, been reported. This study is based on a convenience sample of 278 individuals who reported intensity of dissatisfaction and type of responses to dissatisfying retailing service situations. The results of an empirical study, the relationship is found between intensity of dissatisfaction and type of complaining behavior. And it examines the relatively important marketing factors influencing intensity of dissatisfaction.

• Journal of the Korean Society of Costume
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• v.53 no.7
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• pp.47-55
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• 2003

The purpose of this study was to provide information on how to improve the comfort and fit of womens swimsuits through analysis of the present wearing conditions and users complaints. In order to compile the information about dissatisfaction with the appropriateness of the fit of breast cap for swimsuits, a questionnaire was administered to 364 females (over 20 years old under 60 years old). The contents of the questionnaire consisted of questions such as the reasons for selecting to wear breast cap for swimsuits or not, size of brassiere and swimsuits, dissatisfaction with material, dissatisfaction with function of breast cap. The collected data were analyzed using the descriptive statistics value of frequencies and percentile value, mean, and so on by means of the SPSS WIN.10.0 program. The differences among age groups, body type groups by rohrer index, cup size and so on were compared using the chi-square test. Results of the survey responses about swimsuits breast caps: Most women have worn swimsuits with caps. According to the results, women who are older or overweight, or have larger breasts, or breasts which sag, as well as those who have had the experience of giving birth responded that they feel uncomfortable because of the slope of their breasts. Concerning complaints about the caps, 61% of respondents complained about the cap size and lack of correspondence with breast size, 56.8% expressed concern about the cap gap. There is significant difference in wearing reason of breast caps forswimsuits among age groups and many kinds of groups.

• Journal of Digital Convergence
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• v.14 no.11
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• pp.557-564
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• 2016

This paper was to explore the effect of maladaptive perfectionism and core self-evaluation on body dissatisfaction of female college student. This survey was conducted from March, 2016 to May, 2016 and 315 responses from the survey were used for the analysis. Maladaptive Perfectionism and core self-evaluation were set as independent variables, and body dissatisfaction was set as an dependent variable. The data was analyzed by descriptive statistics, t-test, ANOVA, Pearson correlation and Multiple Regression. As a result, core self-evaluation was the significant predictor to explain body dissatisfaction, but maladaptive perfectionism didn't have the effectiveness to the body dissatisfaction of female college student. In conclusion, to reduce body dissatisfaction, female university students' positive view regarding core self-evaluation should be increased.

• Journal of Global Scholars of Marketing Science
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• v.16 no.3
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• pp.1-16
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• 2006

Many financial service organizations use various types of penalties (e.g., late payment fee, overdraft fee), often inflicting customer complaints and, in extreme cases, attrition. This study examines how customers evaluate penalties using concepts from attribution theory and literatures of social justice and customer satisfaction/dissatisfaction. The study hypothesizes that both cognitive (i.e., attribution, perceived fairness, disconfirmation) and affective (i.e., emotion) responses influence customer's penalty judgment and tests the effect of moderation between attribution and perceived fairness on penalty judgment. The study uses a cross sectional survey design and collects data using the critical incident technique. The results show that attributions have significant moderating effects on the relationship between perceived fairness and dissatisfaction with the penalty and that perceived fairness, emotion, and attribution have a significant influence on penalty evaluation. The study provides discussion of the findings and managerial implications.

• Fashion & Textile Research Journal
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• v.18 no.1
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• pp.63-70
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• 2016

This study examines wearing conditions of skinny jeans for women in their 20's. The study is based on a questionnaire survey. The survey was conducted on 313 Korean 20's women living in Gwangju to analyze wearing dissatisfaction with skinny jeans. The final analysis included 298 responses and the content of the questionnaire consisted of 28 questions. The study used descriptive statistics for analysis using SPSS Statistics 20.0. According to the questionnaire survey, 20's women are the largest group that wear skinny jeans and they have a positive image of them. However, they do not know the exact size for skinny jeans, whereas they are knowledgeable about their general pants size. The results of the survey on the state of wearing dissatisfaction indicate that they think that the difference in size by each brand is the most difficult part when choosing skinny jeans and they felt lower body uncomfortableness in the waist and abdominal positions. It means that size subdivision and pattern development of skinny jeans should be suitable to all lower body types to resolve wearing dissatisfaction. This study represents base data for size subdivision and pattern development of skinny jeans.

• The Korean Journal of Franchise Management
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• v.7 no.1
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• pp.31-44
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• 2016

Purpose - This study aims to examine different impacts of franchisor's leadership and franchisee's marketing efforts on franchisee dissatisfaction and switching intentions, and to investigate how franchisee dissatisfaction plays a mediating role in the relationship between these constructs. This study attempted to fill the gap in the literature by treating the franchisee dissatisfaction as a mediator in the relationship between these constructs, identify how franchisor's leadership and franchisee's marketing efforts have effects on franchisee dissatisfaction, in turn, reduce switching intentions, and provide the managerial implications for building a long-term relationship to achieve mutual goals between franchisors and franchisees Research design, data, and methodology - In order to test the hypotheses, the data were collected from franchisees in Seoul and Gyeonggi Province. The franchisee owners were informed about the purpose of this study by the trained interviewers. The respondents received a letter introducing the purpose of this study and another letter that the owners wrote to encourage their active participation. Among the 300 questionnaires distributed, 260 (86.7%) questionnaires were returned. Of those collected questionnaires, 6 uncompleted responses were excluded, and 254 questionnaires with an effective response rate of 84.7% were coded and analyzed using frequency, confirmatory factor analysis, and correlations analysis, and structural equation modeling with SPSS 21.0 and SmartPLS 3.0. Results - The findings of the study are as follows. First, franchisor leadership had a negative effect on franchisee dissatisfaction, but franchisee marketing efforts did not have a significant effect on franchisee dissatisfaction. Second, franchisee dissatisfaction had a positive effect on switching intentions. Third, franchisor leadership had a negative effect on switching intentions, but franchisee marketing efforts did not have a significant effect on switching intentions. Conclusions - This study researched the franchisor's leadership as a single factor of transformational leadership. Thus, it may have limits in measuring leadership. Future studies shall include emotional, loyal, and transactional leadership. In addition, the future studies shall also research the effect of franchisor's leadership and franchisees' marketing efforts on dissatisfaction and switching intentions. For example, the franchisor's relationship-oriented efforts can be a crucial parameter that reduces dissatisfaction and switching intentions.