금융소비자보호 담당자의 악성불평행동소비자에 대한 인식 연구

In this study, the person in charge of consumer protection at a financial company was interviewed for their perception and response to malicious consumer complaints. Keyword analysis and STM topic extraction were used to analyze the responses of financial consumer protection officers to identify problems and areas for improvement. As a result of analyzing the frequency of response words, it was found that financial consumer protection officers had high stress in responding to malicious complaint behavior consumers and recognized repeated malicious complaints as social problems. Next, in the analysis of the proportion of six topics derived through topic modeling, it was found that respondents complained that damages could be passed on to general financial consumers due to malignant complaining behavior consumers. In addition, it was confirmed that there is a need for institutional arrangements to minimize concerns about the spread of malicious complaining behavior by consumers and the occurrence of malicious complaining behavior. It was pointed out that there is a need for guidelines to handle malicious complaints in the industry jointly and to prepare solutions for grievances of response staff. In addition, to respond to malicious complaints, it is suggested that it is necessary to notify the non-acceptance of complaints or self-termination of the response process. This study found that the establishment of specific guidelines should be preceded in responding to consumers of malicious complaint behavior in the financial sector. It suggests that it is necessary to classify complaints from an ethical point of view to prevent indirect damage to general consumers.