Earticle

초록

영어

The purpose of this study is to investigate the system and working process to induce the consumer redress of self-regulation of an enterprise on several foreign countries and to present the plan to strengthen the consumer redress of self-regulation of an enterprise in Korea. Canada has operated a Consumer Complaint Management System of self-regulation of an enterprise. And Japan has operated the Management Standard on self-regulation of an enterprise. I visited the Office of Consumer Affairs of Industry Canada and met Dr Webb in charge of making the Consumer Complaint Management System. I also visited the BBB(Better Business Bureau), the Ministry of Consumer and Business Services on Ontario State Government, and SOCAP(Society of Consumer Affairs Professional). In Japan, I visited the Consumer Policy Division in Quality of Life Policy Bureau, the National Consumer Affairs Center, and the Credit Selling Association. Investigation was enforced by the depths and the focus group interview. Consumer Complaint Management System was introduced in September, 2005 in Korea by the Korean Fair Trade Commission and the Committee of Self-Regulation on Consumer problem. As the result of this study, I suggest several things to invigorate this system. First, this system should be introduced to medium or small enterprises because the quantity of the consumer problem of these enterprise occupied a lot of proportion of total consumer problems. Second, it is desirable for this system to extend other trades such as the trade through the internet. Third, the publicity activity and thorough management of the certification mark which is given as the result of the evaluation of the consumer complaint management system is important. Fourth, It is desirable for the alternative dispute resolution system of self-regulation within the industry to establish in association of the industry.

목차

Abstract
 I. 문제제기
 II. 이론적 배경
  1. 자율규제의 의의
  2. 사업자 자율 소비자불만처리제도
 III. 연구방법
  1. 문헌조사
  2. 방문조사 및 심층면접
 IV.  캐나다의 사업자 자율 소비자불만처리 제도
  1. 사업자 자율 소비자불만처리제도의 개념
  2. 소비자불만처리 기술의 종류
 V. 일본의 자주행동기준
  1. 자주행동기준의 지침
  2. 소비자대응에 관한 자주행동기준의 지침
 VI. 결론 및 제언
  1. 결론
  2. 제언
 참고문헌

저자

• 이은희 [ Lee, Eunhee | 인하대학교 소비자아동학과 교수 ] 주저자

참고문헌