The Current Situation and Future Issues of Pernicious Complaints : For Realization of the Better Consumption Society

• Ikeuchi Hiromi

  Faculty of Sociology, Kansai University

Bibliographic Information

Other Title

• 悪質クレームの現状と課題
• 特別講演 悪質クレームの現状と課題 : より良き消費社会の実現に向けて
• トクベツ コウエン アクシツ クレーム ノ ゲンジョウ ト カダイ : ヨリ ヨキ ショウヒ シャカイ ノ ジツゲン ニ ムケテ
• －より良き消費社会の実現に向けて－

Abstract

In recent years, it has become obvious that about 70％ of clerks in the distribution industry have suffered some kind of harassment from customers, such as violence and abusive language. So, pernicious complaints, also called “customer harassment,” is now receiving attention. Who expresses ego–centric and unreasonable complaints like these？ Why do they complain？ How should companies respond to such complaints？ What psychological and social factors are involved in the growing number of pernicious complaints？ In this paper, we overviewed the various topics surrounding complaints based on psychological findings and previous studies in related fields. And finally, I gave my personal opinions on what measures companies, consumers and governments should take to respond to complaints.

Journal

• Journal of Japan Institute of Copper

  Journal of Japan Institute of Copper 59 (1), 1-6, 2020

  Japan Institute of Copper

Keywords

• Complaint
• Complaining behavior
• Pernicious complainer
• Customer harassment
• Consumer dissatisfaction
• Expectation disconfirmation theory
• Cathartic effect
• Emotional labor
• Risk management
• Internal marketing

Details

• CRID: 1390004951540033152
• NII Article ID: 130007940880
• NII Book ID: AA11995570
• DOI: 10.34562/jic.59.1_1
• ISSN: 2435872X
• ISSN: 13477234
• NDL BIB ID: 030591891
• Web Site: https://ndlsearch.ndl.go.jp/books/R000000004-I030591891
• Text Lang: ja
• Data Source:
  • JaLC
  • NDL
  • CiNii Articles
  • KAKEN
• Abstract License Flag: Disallowed