Moderating Effect of Consumer Competency in Regards to the Influence of Interaction Style with Sales Man on Inappropriate Consumer Compliant Behaviors

Lee, Youngae; Lim, Su-Ji

doi:10.7466/jkhma.2013.31.5.185

Cited by 2 publications

(1 citation statement)

References 19 publications

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“…; H. Y. Lee & Lim, 2013), 사업자와의 커뮤니케이션은 소비자의 불평행동에 영향을 미친다 (Im, 2011;Kim & Kim, 2006 (Cho, 2008;Davis, 1979;Im, 2011;Ryu, 2016) (Kim et al, 2009). 이렇듯 개인 또는 집단 사이에 특정 대상에 대한 인지 적 균형 혹은 합의의 상태를 측정하고 설명하는데 유용한 틀을 제 공해 주는 이론이 상호지향성 모델(co-orientation model)이다 (Nam & Yeo, 2007 .…”

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Difference between Consumers’ and Front-line Workers’ Perceptions on Consumer Complaint Behavior with Hateful Intentions: Based on the Personal and Social Factor

Kim¹,

Lee²

2018

Fam. Environ. Res

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This study analyzes difference in consumers' and front-line workers' perceptions on 'consumer complaint behavior with hateful intentions' though the Co-orientation Model in three dimensions. In addition, we seek to contribute to reducing the conflict between consumers and front-line workers in the service contact point by finding factors that affect the difference in perception between two parties. This study findings and implications are as follows. First, Taking a look at the mutual orientation between consumers and front-line workers, mutual perceptions have been found to match in agreement but with a significant difference in perceived agreement (congruence), which indicates that the internal perceptions of both consumers and front-line workers do not match. The findings confirm that consumers and front-line workers have different perspectives on consumer complaint behavior with hateful intentions and therefore raise a need for efforts and institutional devices for improvement. Second, the study has found that consumers' economic responsibility as part of their social responsibilities and front-line workers' perceptions on consumers' civic responsibility affect the perception difference between these two groups and suggest a need for educating consumers about economic responsibility. Meanwhile, unlike consumers, frontline workers view consumers' complaint behavior with hateful intentions from an ethical point of view, raising a need for a transition of perspectives on complaint behavior with hateful intentions.

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Difference between Consumers’ and Front-line Workers’ Perceptions on Consumer Complaint Behavior with Hateful Intentions: Based on the Personal and Social Factor

Kim¹,

Lee²

2018

Fam. Environ. Res

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An Analysis of Inappropriate Consumer Compliant Behavior Type Based on the Theory of Planned Behavior

Lee¹

2014

Journal of Korean Home Management Association

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Abstract>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.¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯▲ 주제어(Key Words) : 계획된 행동이론(theory of planned behavior), 부적절한 불만행동(inappropriate complaint behavior), 블랙컨슈머(black consumer), 소비자문제행동(consumer's problematic behavior)• 본 논문은 2012년도 정부재원(교육부)으로 한국연구재단의 지원을 받아 연구되었음(NRF-2012S1A5A8023848)

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Moderating Effect of Consumer Competency in Regards to the Influence of Interaction Style with Sales Man on Inappropriate Consumer Compliant Behaviors

Cited by 2 publications

References 19 publications

Difference between Consumers’ and Front-line Workers’ Perceptions on Consumer Complaint Behavior with Hateful Intentions: Based on the Personal and Social Factor

Difference between Consumers’ and Front-line Workers’ Perceptions on Consumer Complaint Behavior with Hateful Intentions: Based on the Personal and Social Factor

An Analysis of Inappropriate Consumer Compliant Behavior Type Based on the Theory of Planned Behavior

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