일본 기업의 소비자업무체제에 대한 현황과 특성

In this research, the current status and cases of Japanese corporations’ consumer response systems were examined in order to understand the developmental direction of the corporations’ consumer response. Japan is intensifying the responsibility of business groups as well as the entrepreneurs in Framework Act on Consumer. Especially, in system arrangements and business activities for complaint resolutions, the specific collaboration direction of the corporations’customer policies is presented through regulating the composition of strict observance standards as their responsibilities. Additionally, according to the paradigm change of global managements such as the emergence of CSR(Corporate Social Responsibility) and expectations on corporate ethics, the role expectation of Japan’s Consumer response departments is being raised. Active distribution and utilization of various standards regarding consumer response systems such as regulations of spontaneous action standards, JIS Q 10002, consumer information protection, and consumer education material compositions are being driven. Especially, interest and effort on consumers’ educational development activities are huge. Japanese corporations and business groups are striving toward active connections among the government, administration of local government, scholarships, and consumer groups for arrangements of the consumer response systems. Especially, business groups such as ACAP and more are actively driving the support for individual groups’consumer response systems. It is unfolding active support projects such as focusing on the current status of corporations by developing and distributing various guidelines, providing the market of exchange and study among companies, and large-scale survey projects. Corporations must lead and correspond by recognizing social problems such as observance of regulations andethics managements and actively intervening in mutual actions with consumers not only developing products and service quality. For this, diverse studies and policies have to be backed up for a more systemic infrastructure by clearly recognizing the role and importance of corporations’ customer services.