블랙컨슈머 및 감정노동의 개념 및 현황, 주요 이슈, 근절 방안에 대한 소고

• 영문명: A Study on the Concept and Current Status, Major Issues, and Eradication of Black Consumer and Emotional Labor
• 발행기관: 충북대학교 생활과학연구소
• 저자명: 허경옥(Huh, Kyungok)
• 간행물 정보: 『생활과학연구논총』생활과학연구논총 제23권 제3호, 95~105쪽, 전체 11쪽
• 주제분류: 자연과학 > 생활/식품과학
• 파일형태: PDF
• 발행일자: 2019.12.31

영문 초록

It is time to prevent and eradicate the problems of black consumer and emotional workers in the situation of over-compensation demand of black consumers and malignant complaints, leading to the deterioration of consumer contact emotional workers and incurring corporate and social costs. This study needs to discuss and study the concept of black consumer, the cause of occurrence, corporate black consumer s countermeasure, eradication of black consumer, emotional worker problem, legal system and solution related to emotional worker protection. Therefore, this study examined the concept and current status of black consumer and emotional labor, main issues, and measures of eradication. In this study, the goal of complaints is not to fix the company’s unfair tyranny, defective products, or inappropriate services, but to define consumers’ behavior as black consumers. The reasons for the increase in black consumer are distorted consumer rights awareness, high expectations of consumers for compensation, inconsistent compensation or response from companies, consumer complaint programs in the media, active activities of consumer interest groups, internet and telecommunications. Is due to the development of. In order to eradicate Black Consumers, the proper response of companies, consumer self-ethics and ethical and responsible behavior, social efforts, media and government efforts are important. On the other hand, this study emphasized the importance of social attention on emotional labor, consideration of emotional workers and the formation of a healthy consumer market, and active resolution of corporate emotional labor.

목차

Ⅰ. 서 론

Ⅱ. 블랙컨슈머 현황 및 주요 이슈

Ⅲ. 블랙컨슈머와 감정노동자 문제

Ⅳ. 블랙컨슈머 및 감정노동 근절 방안

Ⅴ. 결론 및 제언

키워드

Black Consumer Malicious Complaints Overcompensation Claims Emotional Workers