블랙컨슈머에 대한 소비자상담사와 기업의 대응행동에 관한 연구

Abstract

This study analyzed the consumer counselor’s attitudes toward consumer's request and blackconsumer,reactions for complaining caused by consumer and black-consumers, and attitude forconsumer-oriented tendency in society and government. Also, this study investigated thedifferences of these counselor's attitudes by consumer counselor’s and consumer service departmentcharacteristics. In addition, this study suggested the directions for consumer counselor’s reactionstoward black-consumer’s complaints. Major results of this study were below. The first, about two third of consumer counselors had positive attitude for consumer's request,but negative for black-consumer. About 60% of consumer counselors showed active reactionsfor consumer’s complaints, but only 30% for black-consumer’s complaint. The second, consumer counselors who were in the ages of 20's or over 40's, worked under 40hours per week, had income over 3,000 thousands Won were in lower status in job were morelikely to have positive attitude toward consumer's request. On the other hand, Counselors whowere in single, had work experience under two years, worked under 20 hours per week, lowerstatus in occupational prestige were more likely to have conservative attitude for consumercomplaint. The third, consumer counselor’s reactions for consumer complaints were active when theywere older than 30's, married, university educated, regular work schedule, worked time undersix years, higher status in occupational prestige for consumer’s complaints. On the other hands, consumer counselor’s whose age was 20's worked under 20 hours per week, had income over2,000 thousands Won and 4,000 thousands Won were inactive in their reactions for blackconsumer’scomplaint. The forth, consumer counselors who had university educated, worked years between over 3years and under 10 years, worked time over 20 hours and under 40 hours per week, and werein lower status in occupational prestige were more likely to recognized that society is consumeroriented. On the other hand, consumer counselors who were over 40 years old and worked lessthan 20 hours per week were more likely to recognized that government tends to be consumeroriented.