공적 불만대응행동에서 나타나는 소비자의 문제행동

다국어 초록 (Multilingual Abstract)

In an attempt to analyze the problematic behaviors in the consumers’ formal complaining behaviors and to find some ways to reduce them, this study identified the types and characteristics of problematic behaviors, examined the employees’ counseling stress and reactions regarding them.
A total of ten staffs in charge of consumer counseling at the Consumer Protection Board, consumer organizations, private corporations, and consumer advocacy centers of the local governments were interviewed.
The research findings were as follows: First, the consumers’ problematic behaviors were categorized in four types, which were unreasonable claims, rude words and behaviors, lies, and claims for an excessive financial compensation. Second, the consumers’ problematic behaviors are reflected their high levels of expectation, usually happens unexpectedly and are hard to grasp in a short time. Those characteristics of the consumers’ problematic behaviors worked to increase the counseling staff's stress level. Third, the systematic reactions to the consumers’ problematic behaviors were poor on the part of the counseling organizations. Based on the findings, some strategies were suggested to reduce the consumers’ problematic behaviors in their formal complaining behaviors.

목차 (Table of Contents)

• Abstract
• I. 문제제기
• II. 선행연구 고찰
• 1. 공적 불만대응행동
• 2. 소비자의 문제 행동
• III. 연구문제 및 연구방법
• 1. 연구문제
• 2. 연구방법
• IV. 결과 분석
• 1. 소비자의 문제행동 유형
• 2. 소비자의 문제행동 특성과 상담업무 스트레스
• 3. 소비자 문제행동에 대한 대응 현황
• V. 요약 및 결론
• 참고문헌