This research proposes a novel approach to tackle the challenge of categorizing unstructured customer complaints in the automotive industry. The goal is to identify potential vehicle defects based on the findings of our algorithm, which can assist automakers in mitigating significant losses and reputational damage caused by mass claims. To achieve this goal, our model uses the Word2Vec method to analyze large volumes of unstructured customer complaint data from the National Highway Traffic Safety Administration (NHTSA). By developing a score dictionary for eight pre-selected criteria, our algorithm can efficiently categorize complaints and detect potential vehicle defects. By calculating the score of each complaint, our algorithm can identify patterns and correlations that can indicate potential defects in the vehicle. One of the key benefits of this approach is its ability to handle a large volume of unstructured data, which can be challenging for traditional methods. By using machine learning techniques, we can extract meaningful insights from customer complaints, which can help automakers prioritize and address potential defects before they become widespread issues. In conclusion, this research provides a promising approach to categorize unstructured customer complaints in the automotive industry and identify potential vehicle defects. By leveraging the power of machine learning, we can help automakers improve the quality of their products and enhance customer satisfaction. Further studies can build upon this approach to explore other potential applications and expand its scope to other industries.

The livestock industry continues to grow around the world, but livestock odor is becoming an environmental problem that is difficult to solve. In this review paper, the current status of the domestic livestock industry, livestock odor complaints, mediation cases involving environmental disputes related to livestock odor, livestock odor management policies and standards, livestock odor sources, major odor compounds, and emission characteristics are summarized. Domestic meat supply and meat consumption per capita are increasing, and livestock farms are becoming large-scale and intensive. Livestock odor complaints increased 4.5 times over the last five years (2014-2019), and its proportion to total odor complaints was 19%-30%. Livestock facilities larger than a certain size are classified as odor emission facilities and are managed based on the Odor Prevention Act. The information presented in this paper can be used to establish strategies to promote the sustainable development of the livestock industry while resolving air quality deterioration and public health problems caused by odor emissions from livestock farms.

The number of complaints of odor in urban area has been increased due to mixed industrial areas of odor-related factories and municipal waste treatment odor-producing facilities located in adjacent residential regions. In this study, the characteristics of odor were reviewed according to two types of complaint from regions in Incheon area. In this study, the characteristics of odor were reviewed in two patterns of odor complaints in Incheon area such as the complaints are maintained high continuously and are increased in recent period. International city with largescale residential areas with the environmental facilities and redevelopment of residential regions with the adjacent industrial complexes and other odor emission sources were analyzed. Based on these characteristics, the odor management measures of major odor generating sources in order to improve urban environment were discussed with reducing odor complaints effectively.

It is a fact that the present online technologies have empowered consumers not only to share their positive service experiences they have had with a firm on the Internet, but also to express their negative views online via multiple platforms by using varied online communication features (OCFs) (e.g. status updates, comments, chats, reviews, and feedback forms). With that, this study employed the concept of online features affordances, such as response expectation, identifiability (of complainants), and content visibility, based on a novel conceptualization through the lens of uses and gratifications (U&G) theory from a varied perspective. Hence, by modelling consumers’ motivation to complain about brand via online in conjunction with the selected OCF affordances, this study investigated their joint impact on consumers’ emotions and intentions towards the defaulting firm upon making an online complaint. The data were analysed by using correspondence analysis and structural equation modelling approaches. As a result, this study revealed that consumers’ motivation to complain and their interactions with affordances (but not the affordances themselves) exemplify a significant effect upon influencing the intention towards the (defaulting) firm after disclosing a negative service incident. In particular, content visibility and response expectation appear to display an impact on redress-seeking and egoistic complainants, respectively. These findings, hence, provide relevant insights for firms to manage their complaint channels and to address online customer feedback in a more effective manner for mutual benefits. Furthermore, this study happens to be the first of its kind to weigh in OCFs as the concerned media and further proposes a design-based affordance view of OCFs in explaining their influence on both consumers and brands.

This study examines the impact of emotional intelligence on the complaint handling process and outcome in the Chinese hotel setting. The results of the study indicate that the TARP model can be applied to China's hotel environment; “network evaluation” has become an important factor in assessing the severity of complaints. Besides, the negotiation and communication methods need to be adaptive in the context of Chinese consumer culture, and the complaints in the hotel environment should be handled immediately. Compared with the negative cases, the frequency of emotional intelligence application in positive cases is higher in every aspect of the TARP model. For the first time, the qualitative case study method is applied to similar research topics, and the application of various dimensions of emotional intelligence in hotel complaint handling process is thoroughly explored. This study not only has theoretical contributions but also serves as a reference for hotels to formulate a high-quality complaint handling standard operating procedure

Hair style allows consumers to express their aesthetic sense and individual beauty. However, due to the attributes of hairdressing services and the high expectations of consumers, complaints are increasing rapidly. This study examined the complaint behavior, compensation and hair salon patronage of consumers. Then, a model is presented that explains the complaint behavior for hairstyling, forms of compensation, and hair salon patronage through empirical analysis. This study was conducted by a survey method. A total of 399 questionnaires were used for the analysis. The data were analyzed using SPSS 23.0 and AMOS 23.0 statistical software. The dimension of complaint behavior for hair style included verbal complaints, non-verbal complaints in the salon and private complaints outside the salon. The forms of compensation included re-procedure, psychological, and material compensation. Hair salon patronage was one-dimensional. These results were obtained through exploratory and confirmatory factor analysis. Then the conceptual model was empirically analyzed by covariance structure analysis and obtained in final form through model modification. Verbal complaint behavior positively influenced re-procedure compensation. In addition, non-verbal complaint behavior had positive effects on psychological and material compensation. Hair salon patronage was positively affected by re-procedure and psychological compensation. However, private complaint behavior had a negative effect on hair salon patronage. The direct and indirect effects of the paths among variables were verified by analyzing the mediating effects of different forms of compensations. It is possible to establish differentiated marketing strategies with these findings for consumers with complaint behaviors by considering the forms of compensation.

able to articulate their unfavorable opinions about products, brands and companies by posting complaints on a diverse set of platforms including the firms’ own Facebook brand pages. Such actions enable dissatisfied consumers to disseminate their negative sentiments among a broad audience of negative electronic word-of-mouth (NeWOM) observers (Hong & Lee, 2005). For those observers, negative consumer comments are a valuable source (Lee & Song, 2010). They usually read the NeWOM messages to identify the responsible party and to know what has caused other persons’ problems. This information, in turn, is likely to influence the potential customer’s own attitudes towards the company (e.g., Vermeulen & Seegers, 2009; Willemsen et al., 2011). Such inferences can have critical consequences for a company’s economic well-being. This study investigates how companies can counteract potential threats by means of corporate webcare (i.e., applying appropriate response strategies to counteract latent NeWOM effects). Previous studies focusing on the offline service management context have examined different types of corporate response strategies (e.g., Benoit, 1995; Coombs, 1999). Marcus and Goodman (1991), for instance, classify response strategies into either accommodative (i.e., the company accepts the failure and takes on responsibility for it) or defensive strategies (i.e., the company denies the responsibility for the negative event, attacks the accuser, or shifts the blame to others). In addition, no-action strategies are very popular among companies on the social web (Einwiller & Steilen, 2015; i.e., the company remains silent, makes only meaningless comments or takes no overt action). Furthermore, eWOM literature provides some evidence that consumers are more likely to listen to those who are not affiliated with the company (e.g., Colliander & Dahlén, 2011). On social media platforms, these brand advocates then defend a company from attacks by other consumers. The study at hand investigates the observer-related effects of multiple corporate- and consumer-response styles. More specifically, a one-factor between-subjects design (n = 728) manipulated different responses to a negative comment on a service failure publicized on a corporate Facebook fan page. Findings provide evidence that particularly accommodative online complaint handling can mitigate NeWOM effects and trigger favorable brand attitudes of NeWOM observers. Among alternative webcare strategies, empathetic communication including the acceptance of the failure and a simple public apology is an effective way to respond to negative Facebook comments. However, particularly responses including also an explanation as well as some kind of compensation can turn potential customers in actual customers of the brand. Findings further suggest that companies should perform their own webcare as defensive responses from brand advocates do not always leave a good impression. From a practical perspective, companies should consider webcare as a means not only to help current customers with their problems, but also to provide an outward-directed cue for the company’s customer-orientation.

Consumers like talking and writing about products, sharing experiences and thoughts, especially if these are negative or disappointing. Expressing their frustration help them digesting the unsatisfactory feeling. Companies, therefore, need to find ways to help consumers deal with their frustration but not impacting their overall attitude toward the product. The present study investigates the relative superiority of complaining vs. a new tool for airing frustrations with products, the expressive writing paradigm (Pennebacker 1997). Across two experimental between-subject studies, we find support that consumers who write their disappointment expressively have an higher product evaluation compared to customers that do not express their disappointment (Study 1). Moreover, as Study 2 shows, writing expressively brings consumers to have an higher product evaluation than complaint writing.

본 연구는 자동차 산업 내 소비자들의 고객불평행동과 기업과의 관계유지를 실증적으로 분석한 연구이다. 특히, 기업의 불평관리에 대한 소비자들의 인지된 공정성과 제품 원산지의 조절효과를 검증하고자 하였다. 이를 위해 222명의 국산차 소비자들과 232명의 외제차 소비자들을 대상으로 설문조사를 실시하였다. 실증분석 결과, 모든 세 가지 유형 (직접행동, 사적행동, 제삼자행동)의 소비자 불평행동들은 기업과의 관계유지에 부정적인 영향을 미치는 것으로 나타났다. 조절효과에 있어서는 기업의 불평관리에 대한 소비자들의 인지된 공정성이 높을수록 직접행동과 관계유지의 부정적인 관계를 약화시키는 것으로 나타났다. 또한, 국산차와 외제차를 기준으로 나눈 두 소비자 그룹 간의 원산지 효과 차이는 유의한 것으로 나타났다. 사적행동과 관계유지의 부정적인 관계는 국산차 소비자들보다 외제차 소비자들에게서 더 약한 것으로 나타났다. 본 연구의 실증결과는 서비스 마케팅 분야에서의 이론적 시사점뿐만 아니라 실무자들에게 유용한 시사점을 제공할 수 있을 것으로 기대된다.

최근 언론을 통해 보도된 성폭력범죄의 대다수는 성폭력범죄를 저지른 전력이 있는 자들에 의해 이루어진 것이다. 성폭력범죄자들이 계속하여 동종범죄를 저지르는 주목할 만한 이유 중 하나는 친고죄인 성폭력범죄에 있어 피해자들이 고소하지 않는 경우에는 검사가 공소를 제기할 수 없으므로 범죄자들이 처벌받지 않는다는 것을 알고 있다는 점에 있다. 이들이 범한 성폭력범죄 중 피해자와 합의하거나 피해자가 피해사실을 고소하지 않아 처벌받지 않은 경험이 그들의 향후 성폭력범죄를 조장한 것이다. 따라서 성폭력범죄에 대한 처벌의 확실성 측면에서 현행법상 친고죄로 규정되어 있는 성폭력범죄를 전면적으로 비친고죄화 해야 한다. 현행법상 성폭력범죄를 친고죄로 규정한 이유는 피해자의 명예 또는 프라이버시 보호에서 찾는다. 그러나, 현행법상 일부 성폭력범죄는 비친고죄인 점과, 성폭력범죄는 반복적으로 이루어지는 경향이 강하다는 점을 고려할 때, 고소권자가 고소를 하지 않아 처벌을 면하게 된 성폭력 범죄자는 또 다른 피해자 사냥에 나서 성폭력범죄의 피해자의 재생산을 막지 못한다는 점에서, 성폭력범죄의 예방이라는 공공의 이익을 위해 성폭력범죄는 비친고죄로 하여야 한다. 이에 의해 성폭력범죄의 필벌을 통한 형벌의 일반예방과 특별예방의 효과의 실효성을 누려야 한다. 다만, 성폭력범죄를 비친고죄로 전면 개정하는 경우에도 현행 법률이 성폭력범죄를 친고죄로 규정함으로써 피해자의 명예 또는 사생활을 보호하려 한 취지는 보호할 필요가 있다. 즉, 성폭력범죄의 수사절차와 재판절차에서 일어날 수 있는 성폭력범죄 피해자의 2차 피해를 막기 위해 범죄피해자의 신상비밀 보호규정의 실효성을 확보할 것, 미국 연방강간피해자방지법(FRE) 제412조 규정을 참고하여 당해 성폭력사건과 무관한 성폭력피해자의 성관계 이력 등의 증거사용 제한 규정을 신설할 것, 성폭력범죄 피해자에게 인정되는 형사소송법 및 특별법상 권리를 실질적으로 보장하기 위해 권리고지규정을 신설할 것 등이 필요하다.

The purpose of this study was to examine the post-purchasing behavior focusing on dissatisfaction and complaint behavior. There were some studies concerning dissatisfaction in on-line shopping related to satisfaction and intention to re-buying, but did not focus the relationship with complaint behavior, or identified the factors specifically related to consumer's dissatisfaction. In this study, it was examined to minimize the consumer's dissatisfaction and complaint behavior by investigating the detailed factors relating dissatisfactions and complaint behaviors after shopping apparel goods on the internet. Two hundred fifty five customers who had purchased fashion products in internet shopping had participated in this study. The data was analyzed by factor analysis, regression analysis using SPSS program. As the result, first, product, delivery, returning and price factor were extracted as factors of dissatisfaction, and as factors of complaint behavior, legal action, private action, remedial action were investigated. Second, dissatisfaction was significantly effected on complaint behavior. Specially, returning factor and price factor had effect on legal action, product, delivery factor had on private action and returning factor had affected remedial action. Third, more purchasing frequency, less dissatisfaction. Also, female had more dissatisfaction than male. Finally, more dissatisfaction and compliant behavior, less repurchasing intention. Based on these results, internet shopping fashion marketing strategies were suggested.

인권위의 출범 이후 새롭게 도입된 구금시설 내에서의 면전진정제도는 헌법 제10조 및 행형법 제1조의 3 등의 정신을 실현하기 위한 제도라고 할 수 있다. 그러나 2002년도의 1,234건, 2003년도에 2,615건 등 면전진정신청건수가 폭발적으로 증가하여 교도소 등에서는 타 교정처우 업무에 지장을 초래할 정도이다. 또한 신청 이후 조사를 받기 전에 철회하거나 조사 후 기각, 무혐의로 처리되는 경우가 대부분이어서 제도의 취지를 무색하게 만들고 있다. 따라서 면전진정제도의 필요성은 인정되나 진정을 무분별하게 남용하거나 무고성 진정을 신청하는 등에 대해서는 문제수용자로 분류하여 격리수용하는 등의 조치를 취할 수 있도록 관련 법령을 정비할 필요가 있다. 또한 교도소 등의 처우불만 및 의료처우불만 등이 진정요인의 대부분을 차지한다는 점을 고려할 때 과밀수용문제 해결을 위한 시설확대 및 별도의 의료수용시설의 확보도 시급하다. 수용자에 의한 과도한 진정 등으로 교도관의 사기가 떨어지지 않도록 자문변호사제 등의 지원시스템도 정비해야 하며, 교도관의 안전 및 수용자의 요구에 효과적으로 대응하기 위해 사동근무시 최소한 2인1조의 근무형태가 될 수 있도록 인력충원도 이루어져야 한다. 사회봉사 명령이나 수강명령, 전자감시제 등의 적극적인 활용도 인권침해의 빌미를 제거할 수 있는 한 방안이 될 수 있다.