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A Study on Consumer's Problematic Behavior in the Consumer Complaining Behavior Process
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소비자불평행동과정에서 나타나는 소비자의 문제행동에 관한 탐색적 연구 : 소비자상담주체별 인식을 중심으로

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Type
Academic journal
Author
Bung sung Baek (한국소비자원) Hyun joo Park (한국소비자원)
Journal
Korean Consumer Agency journal of consumer policy studies 소비자문제연구 제36호 KCI Accredited Journals
Published
2009.10
Pages
1 - 24 (24page)

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A Study on Consumer's Problematic Behavior in the Consumer Complaining Behavior Process
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Abstract· Keywords

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As consumer's expectation increases along with the activation of consumer protection system and customer-satisfaction management of large companies, it frequently happens that some consumers make an unreasonable demand to companies, consumer consultation agencies, and consumer organizations. Damages to companies due to consumer's problematic behaviors cause more service expenses to companies, and ultimately to consumers, resulting in various other adverse effects such as disbelief in the general society and unnecessary social expenses.
This study researched into the causes and types of consumer's problematic behaviors, and responding ways of companies, consumer consultation agencies, and consumer organizations to such consumer's problematic behaviors in the consultation field. As the theoretical basis for consumer's problematic behaviors, consumer ethics and consumer complaining behaviors were examined, and the results are as follows：
First, consumer's problematic behaviors tend to quantitatively increase and become more serious recently, which is probably due to incorrect information among consumers and companies' consumer-centered management as the awareness of consumer rights is improved.
Second, rather than a certain entity, consumers, companies, and the third agencies that handle consumer problems are all responsible for problematic behaviors of consumers.
Third, no outstanding difference was found between companies and the third party organizations in terms of cause and type of consumer's problematic behaviors. The causes of consumer's problematic behaviors include consumers, companies, government, and social factors, while types include the five factors：stubborn claim, rude language and conduct, improper demand, threat/menace, and obstruction of work.
Fourth, regarding the stress level of the manager in charge due to consumer's problematic behaviors was high in following order：companies, Korea Consumer Agency, Consumer's Life Center, and consumer organizations. As companies are the very entities to handle such problems, there is no doubt that managers in charge are under stresses but it was not predicted that Korea Consumer Agency and Consumers' Life Center also were under such stresses. Consistent study is required in this respect.
Lastly, there should be measures to consumer's problematic behaviors. There is not enough basic study, and so are the measures and discussions on the level of society. This study presents reconsideration of the sense of responsibility among consumers, cultivating the awareness among citizens, coping with problematic behaviors with common principles in combination with companies, consumer consultation agencies, and consumer organizations, improvement of consultation skills, establishment of the computer network, and consultation standardization in order to restore reliability between consumers and companies, and prevent consumer's problematic behaviors from the very beginning.
#소비자의 문제행동 #문제행동의 원인 #문제행동 유형 #소비자불평행동 #consumer's problematic behaviors #responsibility of consumers #consultation standardization #consumer consultation agency

Contents

요약
Ⅰ. 문제 제기
Ⅱ. 소비자불평행동과 소비자의 문제행동의 이론적 배경
Ⅲ. 연구문제 및 연구방법
Ⅳ. 연구결과
Ⅴ. 결론
참고문헌
Abstract

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