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.

안경올 착용하고 있는 초둥학교 어린야 120 명(현재 안경의 착용기간 0.67 ::1:: 0.55년) 을 대상으로 안경올 착용하면서 느끼는 불현감에 대한 설푼 조사를 실시하였으며， 착 용 중인 안경의 조정 (fitting) 상태， 광학적 조제상태 및 안정테의 크기률 조사하여 다 음과 같은 결과를 얻었다. 1 조사 대상자의 28% 가 안경을 착용하면서 불편올 느꼈으며， 불펀감의 왼인은 ‘훌 러내댐’ 41%, ‘코와 귀 부위의 압박감’ 46%, ‘기타’ 12% 로， 대부분 안경테의 역학적인 조정상태가 불편감의 원인언 것으로 조사되었다. 2. 안경 착용상태를 조사한 결과 착용자의 67% 에서 착용상태가 적절하지 못한 것 으로 나타났으며， 그 원인으로는 코받침부의 간격이 넓고 l斗리꺾엉부의 위치가 깊게 조정된 것으로 조사되었다. 3. 안경렌즈의 광학중심점간 거리와 동공간거리가 일치하지 않은 안경은 93%로 나 타났으나， 독일 RAL-RG-915룰 적용하여 조제가공 허용오차의 범위에 대한 적부플 판단한 결과 수펑방향은 96% 가 적합하였으며， 수작방향은 89% 가 적합한 것으로 조 사되었다. 4. 착용하고 있는 안경의 등가구면굴절력은 -1. 99엄::t:1.729D 였으며， 완전 교정도수 의 등가구변굴절력은 2.660::t 2.068D로 유의한 차이가 있었으나， 큰 불편은 느끼지 못하눈 것으로 나타났다. 5. 착용 중인 안경테의 크기와 어련이 안경태의 설계값을 비교한 결과 전면부 전체길 이 (FHD) 는 설계값에 비해 작은 반면， 렌즈고정블 중심간거리 (FPD>와 렌즈고정틀 사이 거리 (DBR)는 큰 것으로 나타났으며， 다리부 전체길이는 큰 차이가 없는 반면， length of drop(LD)은 긴 것 으로 나타났다. 이상의 결과로 어린이가 안경쏠 착용하면서 느끼는 불편감의 주증상흘 흘러내립이 며 그 원인으로는 넓은 코받침부의 간격과 다리꺾임부의 위치가 부적절하게 조정되 었기 때문인 것으로 생각되며， 현재 시판되는 안정테의 크기가 어린이의 얼굴 형태에 적합하지 못하며 특히 코받침 부위가 열굴형태와 관 차이가 있어 어린이의 얼굴형태 에 따라 안경태를 조정하기가 어려운 것으로 사료된다

안경을 착용한 성인 남녀 246명(평균 안경 착용기간 8년)올 대상으로 안경으로 언 한 불편감과 안경의 관리 방법 둥에 관하여 설문지 조사를 실시하였고， 착용중인 안 생의 조정 (fitting)상태와 광학적 조제 상태를 조사하여 다음과 같은 결과를 얻었다. 1. 안경을 착용하면서 겪었던 역학적 불편감은 ‘코와 귀부위의 압박감’이 35.1%, ‘안경테 흘러내림’이 32.6%로 가장 많았으며， 시각적인 불편감은 ‘시력저하’가 17.3%, ‘안정피로’가 10.6% 동으로 조사되었다. 2. 착용중인 안경의 불펀감은 ‘안경테 흘러내림’이 25.2%, ‘코와 귀부위의 압박감’이 끊.1%로 조사되었으며， ‘조정 (fitting)상태가 부적절한 경우’가 64%, ‘부정확하게 조제 펀 안경’이 18.69%로 조사되었다. 3. 안경 착용자의 관리 상태는 안경을 쓰고 벗올 때 ‘항상 양손을 사용한다’가 ]1%, ‘항상 한 손을 사용한다’가 31%, ‘한손과 양손을 혼용한다’가 58%로 조사되었으 며， 안경을 닦을 때 ‘한쪽 안경다리를 잡고 닦는다’가 23.9%, ‘양쪽 안경다리를 잡고 닦는다’가 11.4% 등으로 조사되 었다. 본 연구 결과 안경 착용으로 인한 역학적 불편감으로 압박감과 안경테 흘러내렴， 부적절한 피탱상태와 부정확한 조제가공 상태가 원인으로 조사되었으며 안경 착용자 익 안경 관리 방법이 올바르지 못한 것으로 조사되었다. 따라서 안경 착용자의 불편 감을 최소화하기 위해서는 압박감과 안경테 흘러내림을 방지할 수 있는 한국인의 얼 날 형태에 적합한 안경테의 설계가 필요하며， 안경사의 정확한 조제 가공과 조정 ( fitting) 기술 뿐 만 아니라 안경 착용자의 안경 관리 방법에 대한 교육이 필요하다고 샤료된다.

The comparison of demand and supply is needed for efficient ecosystem services planning. However, the gap between them cannot be analyzed as existing studies mainly dealt with only the supply of ecosystem services. This study compares the demand and supply of ecosystem services in Shiheung using environmental complaints and urban planning by semantic network analysis. As a result, ‘air’ and ‘water’ quality are magnified in demand, ‘energy’ and ‘water’ are crucial in supply. This result presents that citizen ask for the improvement of air quality in regulation services, although local government has plans for energy support in provisioning services. Periodic ecosystem services demand and supply monitoring will be the base of effective ecosystem services planning, which reduce insufficiency and surplus.