Odor complaint data collected in Seoul between 2014 and 2021 exhibited significant departures from normality. To address this, a Box-Cox transformation (l = 0.1149) was applied to stabilize variance and improve distributional normality. The transformed data were then evaluated for normality using the Shapiro-Wilk, Kolmogorov- Smirnov, and Anderson-Darling tests, all of which failed to reject the null hypothesis of normality (p > 0.05). However, the corresponding test statistics (0.989, 0.039, and 5.757, respectively) were close to their respective critical thresholds, indicating a substantial improvement in distributional normality. Based on the Box-Cox transformed dataset (l = 0.1149), the inlier range was defined as 4~190 cases/day, while observations of ≤3 cases/day and ≥191 cases/day were classified as low and high outliers, respectively. Within the inlier range, the meteorological variables exerting the strongest influence on IOCE (cases/day) were air (49.5), dew point (48.2), and surface temperature (48.1), whereas precipitation showed the weakest influence (39.7). The highest SROCE interval within the inlier range was associated with mean meteorological conditions of air (27.7±1.0oC), dew point (15.2±1.2oC) and surface temperature (30.4±1.1oC), and precipitation (0.6±1.8 mm). By contrast, the corresponding conditions in the high-outlier range were 19.6±1.2oC, 14.7±1.7oC, 23.1±1.4oC, and 0.3±0.7 mm, respectively. Across both the inlier and high-outlier ranges, the mean variation rate (VMF, %) of meteorological observations within the highest SROCE interval across the 13 meteorological factors was approximately ±11%. However, in the high-outlier range, mean meteorological conditions within complaint-concentrated intervals exhibited noticeable divergence from those observed in the inlier range. This study elucidated the meteorological drivers of IOCE and peak SROCE conditions across both inlier and high-outlier ranges. In addition to facilitating odor occurrence forecasting based on meteorological predictions, these findings provide a scientific basis for managing odor emission sources from specific facilities and regulated areas, extending beyond community level odors in residential areas.

In this study, we investigated the characteristics of meteorological factors influencing odor emissions based on odor complaint records and meteorological observation data collected from 2014 to 2021 in Seoul, a megacity with a high population density and no regulated facilities or management zones apart from public environmental infrastructure and neighborhood living facilities. A total of 134,976 odor complaints were recorded over eight years (2,922 days), with a daily peak of 946 cases. From 2018 onward, daily complaints consistently exceeded 200 cases, reaching their highest level in 2019. Complaints were regularly and intensively concentrated during specific periods of the year. Among meteorological factors, dry tide time and dominant wind direction exhibited bimodal distributions within the observation range, while the other 11 meteorological factors were concentrated at a single value. The average meteorological conditions during the period with the highest number of odor complaints and observation days were: temperature 24.2oC, surface temperature 26.7oC, local pressure 1,000.4 hPa, sea-level pressure 1,010.8 hPa, vapor pressure 4.3 hPa, solar irradiance 10.5 MJ/m2, precipitation 0.6 mm, relative humidity 61.5%, wind speed 2.2 m/ s, and dominant wind direction 57.9o. These factors corresponded with the periods of highest odor complaints and observation days; however, dew point temperatures (15.3oC and 19.1oC), dry tide times (14.7 hours and 9.7 hours), and sunshine times (15.1 hours and 9.0 hours) did not coincide with those periods. The meteorological factors with the highest odor complaint emission rates (SROCE, cases/day) across 13 sections, ranked in descending order, were: dry tide time (73.5), surface temperature (67.7), solar irradiance (65.1), sea-level pressure (64.3), temperature (62.7), local pressure (62.7), dew point temperature (60.3), vapor pressure (58.7), sunshine times (54.1), relative humidity (53.1), wind speed (51.2), dominant wind direction (48.7), and precipitation (46.3). The intensity of odor complaint emission (IOCE, cases/day), calculated across the entire meteorological observation range, was highest in the following order: solar irradiance (63.8), dry tide time (60.5), sunshine times (60.3), local pressure (57.2), surface temperature (57.1), sea-level pressure (57.0), temperature (56.4), vapor pressure (55.8), dew point temperature (55.7), relative humidity (49.4), dominant wind direction (49.2), wind speed (49.0), and precipitation (46.5). The IOCE for solar irradiance was 37.2% higher than that for precipitation, which had the lowest IOCE. Additionally, the average IOCE of sunlightrelated meteorological factors such as dry tide time, sunshine times, and solar irradiance was 61.5 cases/day, which is 29.5% higher than that of moisture-related factors, including precipitation and relative humidity (47.5 cases/day). These results suggest that sunlight-related factors significantly contribute to odor complaints. This study evaluated the characteristics of odor emissions associated with complaints within the meteorological observation range, identified meteorological factors corresponding to the highest observed odor emissions, and assessed the contribution of these factors to odor emissions based on the IOCE metric. Based on these results, we anticipate being able to predict odor emission levels using weather forecast data.

본 연구는 최근 우리 사회에 심각한 이슈로 알려진 공교육 현장에서의 악성민원에 관하여 사교육을 중심으로 하는 교 육서비스업 현장에서 그 실태와 영역을 알아보고자 하였다. 교육서비스업 중 절반 이상을 차지하는 보습학원 종사자를 대상으로 지역을 서울로 제한하여 연구를 수행했으며 악성민원은 선행연구를 토대로 하여 설문지를 구성하여 설문조사 를 실시하였다. 연구 결과, 조사 대상자의 81.54%가 악성민원을 경험한 것으로 나타났으며, 이는 여성(65.34%)과 30∼40 대(70.95%) 종사자들에게서 특히 두드러졌다. 악성민원을 영역별로 분류하여 보면 교수학습(57.48%), 생활관리(50.20%), 교습비용(50.00%) 영역에서 주로 발생했으며, 서울시내 보습학원에서 교수학습(수업, 성적 등), 교습비용(수강료 납부/환 불 등), 운영관리(시설, 안전사고 등), 생활지도(이성교제, 흡연, 태도 등) 차원에서 수요자(학부모, 학생)가 공급자(원장, 강사, 종사자 등)에게 발생하고 있음을 확인하였다. 교육서비스업 종사자들의 응답을 통해, 확인한 특히 우려스러운 점은 근무 학원의 58.19%가 악성민원 대응 매뉴얼을 구비하지 않은 상태이며 이로 인해 적절한 대응이나 예방조치가 이루어 지지 못하고 있다는 점이었다. 따라서 서울시교육청은 관련 대응 매뉴얼을 제작·배포하고 악성민원을 예방하기 위해 학 부모인식 개선을 위한 적극적인 역할을 담당할 필요가 있음을 제안하였다.

Time-series and spatial analysis of collected odor complaints in Seoul megacity during 2014~2021 were conducted for the characterization of odor complaints emitted from the living environment. The ratio of odor complaints in the environmental complaints was 16.7%, and odor complaints increased 3.3 times from 9,053 cases in 2014 to a maximum of 29,425 cases in 2019. In the time-based evaluation (monthly, daily (day of the week), and hourly variations), the highest number of complaints occurred in June, Monday, and 9:00 AM, respectively. While the lowest number of complaints occurred in December, Sunday, and 3:00 AM, respectively. Among 25 provinces in Seoul megacity, the odor complaints that occurred from 2014 to 2021 were concentrated in Eunpyeonggu. The odor complaints of Seodaemun-gu and Nowon-gu occurred at the highest levels in January-February and June, respectively. Based on the characteristics of odor complaint occurrence according to the above time-series and spatial analyses, more effective odor management and control can be implemented by focusing on those hotspot areas and specific time periods.

In light of recent social concerns related to issues such as water supply pipe deterioration leading to problems like leaks and degraded water quality, the significance of maintenance efforts to enhance water source quality and ensure a stable water supply has grown substantially. In this study, scan statistic was applied to analyze water quality complaints and water leakage accidents from 2015 to 2021 to present a reasonable method to identify areas requiring improvement in water management. SaTScan, a spatio-temporal statistical analysis program, and ArcGIS were used for spatial information analysis, and clusters with high relative risk (RR) were determined using the maximum log-likelihood ratio, relative risk, and Monte Carlo hypothesis test for I city, the target area. Specifically, in the case of water quality complaints, the analysis results were compared by distinguishing cases occurring before and after the onset of "red water." The period between 2015 and 2019 revealed that preceding the occurrence of red water, the leak cluster at location L2 posed a significantly higher risk (RR: 2.45) than other regions. As for water quality complaints, cluster C2 exhibited a notably elevated RR (RR: 2.21) and appeared concentrated in areas D and S, respectively. On the other hand, post-red water incidents of water quality complaints were predominantly concentrated in area S. The analysis found that the locations of complaint clusters were similar to those of red water incidents. Of these, cluster C7 exhibited a substantial RR of 4.58, signifying more than a twofold increase compared to pre-incident levels. A kernel density map analysis was performed using GIS to identify priority areas for waterworks management based on the central location of clusters and complaint cluster RR data.

Incheon is an area where complaints about odors occur frequently and there are many sources of odor emission. In this study, we used a real-time monitoring device to measure the odorous concentration near the areas where there are complaints about odors. The measurements were carried out for the three areas (G, C, S) that are located around emissions sources. G is situated in an industrial complex that has a reputation for being one of the most foul smelling regions of Incheon. A petroleum refining plant and storage facility are located around C. S is a residential area nearby an industrial site. The concentration of major designated odor substances in the G and S areas satisfied the site boundary emission standards. With regard to the characteristics of odor substances by region, although the C area region had the highest odor intensity among the three regions due to the odor intensity near the oil storage facility areas G and S were similar in terms of odor intensity. In the region of the G area, the odor intensity was slightly higher at the northern side of t he industrial complex. In terms of the odor intensity of the designated odor substances, trimethyl amine was the strongest, followed by hydrogen sulfide. The real time monitoring system was necessary to analyze the changing trends of odor substances and for the determination of major odor sources. This study was conducted to identify the material causes of odors in areas of Incheon where there are frequent complaints about major odors.

민원은 도시를 관리하는 데 있어 고려해야 할 요소 중 하나이다. 마찬가지로, 도시공원은 도시민들의 생활과 밀접한 존재로서 정책적으로도 중요한 위치에 있다. 도시공원에서 행정의 대응을 개선하기 위해서는 도시민들의 도시공원 민원을 파악하고 관리해야 한다. 본 연구에서는 충청남도 아산시의 도시공원에 대한 전자민원을 분석하여 인식과 문제점들을 도출하고 해결 및 관리방안을 제안하고자 한다. 또한, 전자민원에 대한 일련의 분석과정에 대해서도 논하고자 한다. 아산시의 도시공원 민원을 분석하기 위해 텍스트 마이닝과 소셜 네트워크 분석을 사용했으며, 키워드의 출현빈도, 네트워크, 클러스터를 활용하였다. 향후 본 연구에서 제시된 연구 방법을 통해 지역별 민원에 대해서 분석한다면 지자체의 민원 행정에 대한 대응을 할 수 있을 것이다. 또한 민원에 대한 우선순위 결정과 해결 방안을 제시할 수 있을 것으로 사료된다.

The present study aims to investigate the patterns and characteristics of impoliteness strategies and impoliteness formulas in Korean learners’ interlanguage complaints, focusing primarily on advanced Chinese learners. Discourse Completion Test(DCT) was utilized to investigate interlanguage complaints, with each scenario providing the research participants with information on publicness, familiarities between the interlocutors, and their social status levels. Impoliteness, as well as politeness, were examined. In the meantime, the effect of those three factors above on the selecting impoliteness strategies or politeness strategies were also investigated. According to the results of the patterns of impoliteness strategies, learners were more inclined to use impoliteness strategies in private scenarios compared to those public scenarios, to hearers with equal or lower social status compared to those with higher social status, and to familiar hearers compared to those unfamiliar. In terms of the characteristics of impoliteness formulas, learners showed a high proportion of bald-on impoliteness strategies in all the 12 scenarios. Secondly, some of the learners failed to use honorifics in certain scenarios, damaging decencies of their hearers and even in being regarded as interlocutors with improper manners. Lastly, most of the learners neglected negative politeness, which is by no means less important that its positive counterpart.

An Indirect Complaint(IC) is defined as the expression of dissatisfaction about oneself or someone/something that is not present in conversations. The present study considered ICs as positive strategies to build rapport and solidarity and investigated different responses of IC between Cambodian Korean learners as a second language(L2) and Korean native speakers by analyzing two categories – verbal and nonverbal responses. Data from the conversation of each group showed that non-substantive responses were highly employed in the non-native group, while commiserating responses were frequently used in the native group in verbal responses. On the other side, non-verbal commiserating strategies were observed relatively more in non-native speakers than in natives. As a result of the post-interview on IC perception, every participant of both groups perceived the positive effects of ICs. Based on the result, this study suggests applying ICs as positive social strategies when teaching Korean as L2, which leads the learners to have more opportunities to interact and practice the L2.

In the era of digital retailing, consumer-empowering technologies greatly facilitate the dissemination of complaint messages. Consumer audiences, who view consumer complaints and the subsequent responses made by retailers, consider these messages as critical information sources for decision-making (Weitzl & Hutzinger, 2017). We argue that retailers can use two types of response strategies (warmth- vs. competence-related response) to regulate the information distributed online, and that these strategies may influence consumer audiences’ perceptions and subsequent attitudes and behaviors differently based on their different levels of power (Rucker, Galinsky, & Dubois, 2012). Two experimental studies using a 2 (retailer response: warmth vs. competence) X 2 (audience power: low vs. high) between-subjects design were conducted. Study 1 (N = 240) revealed an interactive effect of power and retailer response on perceived diagnosticity and perceived fairness; and Study 2 (N = 233) showed that the significant moderated mediation for audiences’ perceptions on the relationship between retailer response X audience power and outcome variables. Theoretically, this study enriches the consumer complaint management literature from the perspective of consumer audience. It also sheds light on the power theory by validating its notion in the context of service failure and recovery. Practically, results demonstrate how retailers can effectively respond to negative consumer reviews to maintain customer relationship management with consumer audiences in digital age.

Failure in servicing has detrimental effects upon customers, which can be translated into loss of resources. As such, this study employed the conservation of resources (COR) theory and developed a novel conceptualization that captures customers’ resource losses (after a failure), as well as their complaint process, by capturing dynamic loss, activation, and recovery of customers’ resources, in the case of a service failure. The use of online features and platforms for customers to voice their complaints was conceptualised as resource integration between the customer and the firm. The outcomes revealed online complaining as self-protective and selfenhancement behaviour. It is also unravelled in this study that various personal- and firm-related resource integrations in an online complaining context could result in varying emotional states and behavioural intentions among the affected customers towards the defaulting firm. These results open up an avenue for firms to devise effective intervention strategies.

As social media platforms (e.g., Facebook) and related online communication channels (e.g., review websites and community forums) grow in quantity and commercial orientation, marketing practitioners and scholars alike have recognised the importance of understanding and influencing online consumer communication processes. Specifically, it is suggested that online opinion leaders (‘Epinion leaders’) can be utilised as a target group to manage negative e-word-of-mouth (‘e-WOM’) and e-complaints. This study identifies and targets Epinion leaders and explores three central personality characteristics – altruism, self-confidence and the need for uniqueness – as a means of understanding Epinion leaders’ motivations to communication and tailoring corporate communication campaigns. The study focusses herby on the rapidly growing and increasingly influential 50-years+ e-commerce segment (i.e., ‘silver surfers’). Based on an online survey of 1,700 e-consumers aged 50 years and older, the proposed structural equation model verifies the positive influence of Epinion leadership on the propensity to spread negative e-WOM and e-complaints while demonstrating the applicability of personality characteristics as means of influencing consumers’ online communication strategies. The findings demonstrate that addressing consumers’ self-confidence can be an essential way of reducing negative e-WOM and encouraging e-complaints, which show opposing effects on customer satisfaction. For practitioners, this study emphasises the usefulness of negative Epinion leaders as a target group and recommends fostering consumers’ self-confidence in order to prevent negative online opinion-cascades and increase overall satisfaction.

Justice theory has emerged as a frequently used framework in theory and among service leaders to investigate reasons for customer complaints and their satisfaction with the handling of the complaint (Orsingher, Valentini, & Angelis, 2010; Tax, Brown, & Chandrashekaran, 1998). Whereas the complaint of a single customer used to be heard by only a small circle of acquaintances, with the rise of social media it can now be transferred to a large community of other customers as well. Theory suggests that justice perceptions might be able to explain the reactions of third parties to a complaint. Therefore, we analyze 400 complaints of 8 companies from 4 different retail and service industries and their related comments from a large German online complaint forum. We found that complaints addressing procedural justice issues receive the most attention and a lot of support from other users. Complaints regarding interactional justice, receive more opposition than support, evidenced by the negative comments from the other users. They seem to perceive the interactional complaints as less severe and even defend the company in many cases by attributing part of the blame to the complainant. Companies should consider these findings when they manage their complaint process and when they try to assess the criticality of complaints. In addition, this study once again confirms the danger of not reacting to customer requests in a timely manner as this can be interpreted by customers as intentionally ignoring them, which leads to positive reactions of other users and to solidarity with the complainant.

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter.

The purpose of this study was to develop a checklist of risk factors for quantitative assessment of musculoskeletal complaints in shipbuilding workers. A key point was to develop comprehensive a checklist including the worker's physical ability, as ergonomic and workload factors. ln the first, through correlation analysis between musculoskeletal complaints and physical abilities in shipbuilding workers, risk factors related to physical abilities were selected. In the second, after the development of a checklist was composed of physical, ergonomic and workload factors, factor analysis was used to test the validity of the developed checklist. Each factors selected finally showed that physical factors were hand grip strength, spinal curvature, and flexibility (sit to reach), ergonomic factors were posture, total exposed time, duration, and force of working, and workload factors were physical and psychological workload perceived by worker. The results showed that musculoskeletal complaints was associated with physical abilities (p<.05). The developed checklist had a reliability of .761 (Cronbach=.761) and a validity and explanation of 54.9%. The criterion of management was classified in 4 stages by relative weights of each factor. It is suggested that active intervention is needed to reduce musculoskeletal complaints in workers with more than a 14.31 score.

The purpose of this article is to show characteristics of complaints of Korean native speakers (KNs), Korean learners (primary, intermediate, and high class) of Japanese language of (KLs), and Japanese native speakers (JNs). When fourteen displeased situations happening occasionally in daily life were given to them, for their complaints about the situations, the degree of complaints and the expression behavior of complaints were investigated. Particularly the complaints by speech act were analyzed with a point of view on the use of strategy and the degree of face-threat (FT). The degree of complaints was higher in order of JNs>KLs>KNs. For the expression behavior of complaints, all of three group (KNs, KLs and JNs) tended to use speech act. For the strategy of complaints and the degree of FT, JNs tended to use strategy of lower degree of FT than that of KN. And KLs showed a tendency of interlanguage which was getting close to targeting language, using strategy of lower FT degree than that of mother language group (KNs) even at a primary class. These results give the following implications for the education of Japanese language for KLs. 1) As the most useful method to resolve the situations of complaints, JNs also use speech act, but JNs recognize the situations more seriously than KNs and their degree of complaints is higher. 2) Nevertheless, JNs are contrasted with KNs by that they would minimize the probable trouble with a person due to their complaints by selecting strategy of low FT degree.

The review of previous studies on interlanguage pragmatics reveals that they have been modelled on cross-cultural pragmatics. However, in order for interlanguage pragmatics to contribute in the area of second language acquisition, it should examine how L2 pragmatic competence develops as L2 linguistic competence increases. Therefore, interlanguage pragmatics studies should be modelled on acquisitional pragmatics. As an effort to explore developmental features of pragmatic competence by linguistic proficiency, this study investigated the speech act behaviors of three linguistically distinctive groups. A total of 159 English learners, which consisted of high school 1st and 2nd graders, university freshmen, and university seniors, participated in this study. Their written responses to the 7 situations in the Discourse Completion Test (DCT) were analyzed in terms of response length, vocabulary, request forms, and the use of please. The three groups showed different behavioral patterns in the realization of requests and complaints, utilizing different linguistic strategies to be responsive to the social factors. For future research, expanding learner population to include very low and high level learners, developing a new research tool other than DCT, a more systematic grouping by linguistic proficiency were suggested.

We have studied to investigate the causes and the degree of complaints of the spectacle wearers in Korean middle school student. Data were collected using a self questionaires, examination of fitting condition of the spectacles, ophthalmic dispensing state from 54 spectacles wearers. The results are as follow : 1. The most common causes of physical complaints are slipping forward(73.1%), nose pressure(67.3%), loose or wobbly(50.0%) and the most popular causes of visual complaints are dizzy(40.3%) 2. The degree of physical complaints are slipping forward(l.O), nose pressure (0.8), loose or wobbly(0.7) and the degree of visual complaints are dizzy(0.6) 3. The degree of physical complaints are serious in the case where the adjustment state of the spectacles is improper and it slips forward even in the proper adjustment state. 4. In the spectacles wearers group who experienced dizzy complaint and ohjeet size change, there is more BO prism effect than the other group who didn't experience visual complaint, but there 1s no BI and vertical prism effect between those groups. 5. The spherical equivalent difference has no effect on the visual complaint of the spectacle wearers in middle school ages. As the result, the most common causes of the spectacle wearers in the middle school ages are slipping forward and dizzy and whose degree are more serious than the other causes. And the spectacle adjustment state, prism effect and spherical equivalent difference have no effect on the complaints of the spectacle wearers in middle school ages.