금융시장 내 블랙컨슈머에 관한 개념 고찰

The term “black consumer” generally means consumers who deceptively or abusively carry one’s point to service providers. This term could be controversial in that “black” often means persons perceived as comparatively dark-skinned in English-speaking countries. Though there are necessities to reconsider the word, this “black consumer” issue should be deeply dealt with as they disrupt the market order and cause inconvenience to other consumers by excessively complaining. In this regard, the study suggests a new term considered to name this group and systematize the existing but ambiguous concept of “black consumer” based on broader concepts such as consumer complaint behavior, unethical consumer behavior, financial consumer-oriented fraud. We replace the current word “black consumer” with “problem behavioral consumer’”, which is very close to the concept of deviant consumer but the different word choice considering the context of its connotation and the societal trend. Also, this concept is valid when consumer behaviors include the traits of repetitiveness, insistence, deception, and excessiveness. In summary, “problem- behavioral consumer” refers to a consumer who deliberately causes mental or material damage to the service providers and inappropriately complains to make undue profits. Preventing these consumers from incurring unnecessary social costs in the market is essential. Unified guidelines among financial companies and legal restrictions are needed. Meanwhile, there should be sufficient education opportunities to let consumers know the proper ways to complain appropriately.