국제 소비자피해의 온라인을 통한 해결

백병성(Baek, Bung Sung) 한국소비문화학회 2011 소비문화연구 Vol.14 No.2

국경을 넘은 소비자거래가 빈번해 지면서 이로 인한 소비자피해도 증가하고 있다. 일부에서는 분쟁을 해결하기 위해 ODR 또는 이와 유사한 제도를 운영하고 있고, OECD 등과 같은 국제기구에서는 국제 소비자분쟁을 처리하기 위한 가이드라인 등을 운영하고 있다. 그러나 소비자피해에 대해 국제적으로 실효성 있는 분쟁해결제도는 아직 운영되지 못하고 있는 현실이다. 우리나라의 국제소비자피해의 문제점을 보면, 최근 피해규모는 증가하고 소액피해가 많고, 일부국가에 집중되어 있으며 대부분의 소비자는 피해를 보상받지 못하는 것으로 나타났다. 이와 같은 문제에 대해 본 연구는 세 가지를 제안했다. 첫째, 피해가 집중된 국가를 대상으로 국가간 공조체제와 시스템구축이 필요하다. 피해가 상대적으로 다수 발생하는 국가 간 협약을 맺고 국가 내에 국제소비자분쟁조정을 처리할 기구를 지정하고, 자국 내 시스템을 구축할 것을 제한했다. 둘째, 소비자분쟁의 당사자와 조정자 그리고 그 처리절차가 필요하다. 소비자분쟁의 당사자는 소비자와 사업자이다. 분쟁당사자를 대행하는 정부기구는 조정자가 된다. 소비자가 소재한 국가의 정부기구(조정자)는 소비자의 불만이나 피해를 접수하여 판매자 소재 정부기구에 통보하여 처리를 요청하도록 한다. 셋째, 분쟁조정시 발생하는 비용과 피해보상기준을 어떻게 할 것인가의 문제이다. 국경을 넘은 거래로 발생한 분쟁조정 비용에 대해 소비자의 부담은 최소화할 것, 피해보상의 기준은 거래의 약정을 우선 적용하거나 국제적인 규범과 합리적인 수준에서 보상정도를 적용하고 이것도 없으면 서로 합리적인 수준으로 정하는 것으로 했다. 또 사업자의 자발적인 참여를 유도할 것을 제안했다. As international trade is invigorated, consumer damages rapidly increase and the volume of damages grows fast. The ODR(Online Dispute Resolution) is a system designed to resolute these consumer damages. ODR enables the ADR(Alternative Dispute Resolution) without spatial and time limitations through the Internet. However, in fact, ODR is hardly applied to the market in real. This study addresses an effective plan of ODR system so that the consumers can easily compensated the consumer damages from international trades. Through an analysis on survey data of consumer damages (from 2004 to 2009) from KCA(Korea Consumer Agency), the study examined the characteristics of international trade and problems. The results of the analysis suggests that consumer damages is increasing rapidly, and is likely to occur more frequently in those trades through buying service agencies or in the products purchased in local sites. The study found that ODR is likely to be strongly recommended to large countries like the United States or China with greater volume of trade and consumer damages in prior to others. To promote ODR, this study suggests the concept and range of international consumer disputes(damages) and detail criterions. Also, it is a plan promoting the compensations for damages effectively through 'international treaty' by international co-operation. On the other hand, consumers should be charged for minimum cost, and it requires active participations of producers. To secure the legal force of ODR, participations of the organizations with national responsibility will be more effective than private enterprises.

소비자정책의 소관이전에 관한 사례연구

백병성 ( Bung Sung Baek ) 한국지방행정연구원 2011 地方行政硏究 Vol.25 No.2

Consumer Policy jurisdictions were transferred from Ministry of Strategy and Finance to Fair Trade Commissions on March. 2007. We analyzed results after the transfer in two parts, whether its procedural steps were democratic and the efficiency of the content. Procedural aspects of consumer policy deserves to be evaluated as ``democratic`` in terms of time, procedures and a scope of participants in the discussion, despite some dissent opinions to the transfer. For contents of consumer policy, Presidential Committee on Government Innovation and Decentralization assumes several preconditions at the time of the transfer. Some achievements are found and others are currently in progress or aren`t fulfilled. It is apparent performance to build a single network across the country for consumer consultation which was delivered by consumer groups and Korea Consumer Agency before. On the other hand, changing name of the Korean Fair Trade Commission and partnership agreements between the local authorities and the Fair Trade Commission regional offices are underway. Nevertheless, consumer policy integration and activation of arbitrational function is requested in the future. Also, functional connections between Fair Trade Commision and the Korean Consumer Agency is needed as well. Moreover, support for local Government`s budget and local consumer administration needs to be actively pursued.

중소기업제품으로 인한 소비자피해의 해결방안

백병성(Bung-Sung Baek),이재욱(Jae-Uk Yi) 한국소비자원 2010 消費者問題硏究 Vol.- No.37

OECD 소비자정책 분석틀을 기준으로 본 한국의 소비자정책

백병성(Bung-Sung Baek) 한국소비자원 2012 消費者問題硏究 Vol.- No.41

소비자불평행동과정에서 나타나는 소비자의 문제행동에 관한 탐색적 연구

백병성(Bung sung Baek),박현주(Hyun joo Park) 한국소비자원 2009 消費者問題硏究 Vol.- No.36

경찰 핵심가치의 인식에 관한 연구 : 서비스제공자와 수요자 간 차이를 중심으로

백병성 ( Bung Sung Back ) 한국경찰학회 2014 한국경찰학회보 Vol.16 No.4

Along with rapid changes in the public security environment and the increasing size of organizations, it is important to share and internalize an essential value system as the basis of prompt decision-making and a code of conduct for members of the police in various situations; however, there has appeared a confusing and chaotic condition regarding essential values as a key ideological point to pursue in relation to the identity of the police. This study explores what should be the essential values of the police. As an internal manual of the police, which is close to the essential values of the police, the study reviewed the police charter and the command instructions of the chief of the National Police Agency. Aimed at the police who offer police service and at a customer evaluation group as the spokesperson of the people who receive service from the police, the study proposed 29 factors that may be considered as essential values of the police, had the research subjects select five factors each, and tried to discover in which part there is any similarity or difference in recognition among those factors. As a result of the analysis, factors that recorded a response rate of over 20% in both groups included fairness/justice, integrity/honesty, sincerity/volunteering, protection of human rights, and trust/belief. Factors that received over 10% support were kindness/peace, safety of the people, being neutral in politics, satisfaction of the people, strong government authority, and specialty. These factors may be counted as the essential values of the police from the view of the police and a customer evaluation group. Concerning factors in which the perceptions of the police and the customer evaluation group are somehow conflicting, the ensuring of government authority, loyalty such as protecting the homeland and patriotism, and regulative (controlling) concepts were supported relatively highly by the police; and, at the same time, harmony and unity which are organizational values, consideration/respect, and communication/attentive listening were relatively well supported. Meanwhile, the customer evaluation group supported relatively highly the safety of the people, customer satisfaction, kindness and peace, and vocation. Such a difference is believed to appear owing to different desires between the other group and the group to which they belong, while the goal or direction between a group who offers service and a group who uses service matches to some extent. To the police who are required to have prompt decision-making and respond to various environmental changes and critical situations, the sharing of essential values is important and it is time for them to be established and in operation.

전자상거래에서 결제대금예치제도의 도입효과

백병성(Bung-sung Baek),이재욱(Jae-uk Lee) 한국인터넷전자상거래학회 2010 인터넷전자상거래연구 Vol.10 No.1

If consumers are guaranteed to get the items they order when they purchase goods through electronic commerce, the transactions will be more activated and the market will be far more stabilized. The government has enforced ESCROW from April of 2006, so it has established a device for the safe electronic commerce of consumers. Thereby, this study is intended to analyze whether the system has actual effectiveness or not. To accomplish that, this paper analyzed the change in the scale of electronic commerce, the contents of consumer damage compensation, and the processed results. During the research period from 2004 till 2008, the transaction scale through electronic commerce increased, and the growth rate was higher than those of other retail trades. Next, it was shown that consumer damages caused by electronic commerce neither increased nor decreased and showed no significant change when they were compared before and after the operation of ESCROW. However, among the consumer damages in electronic commerce, damages like delivery delay or no delivery were reduced. Finally, after the enforcement of the system, the cases were dramatically decreased which end up being ‘impossible to be processed’ on account of the dishonor of the operator or the disconnection to the operator, so cannot be compensated. Accordingly, considering these points, this article can conclude that ESCROW introduced in April of 2006 to secure consumer confidence in electronic commerce is not perfect but partially effective. It was verified that the damages related to delivery were reduced and the cases that could not be processed due to the dishonor of the operator or the disconnection to the operator were decreased as well.

경찰에 대한 고객의 불평행동 중 문제행동에 관한 연구

백병성(Baek Bung Sung) 경찰대학 경찰학연구편집위원회 2014 경찰학연구 Vol.14 No.4

This study examines the present situation where customers who make an excessive complaint about public safety service show problematic behaviors, and understands levels of stress from work the police perceive depending on the types of problematic behaviors. Furthermore, this study looks for implications from comparison of psychological burden that the police feel from other duties with psychological burden they feel from problematic behaviors of customers. The police officers took a survey on 'complaining behaviors of rigid customers' by email method within a network of the National Police Agency. 6,889 respondents out of 8,526 respondents answered that they had experienced problematic behaviors of customers at least once in the past year. The survey results are summarized as follows. First, problematic behaviors of customers are common. 53.2% of police respondents dealt with more than one and less than 5 cases a month on average. Most of the respondents answered that the problematic behaviors ‘increased somehow’. Second, a lot of customers who show problematic behaviors are drunk. It is deduced from the fact that 22.5% of the respondents answered that 80% of customers who showed problematic behaviors were drunk. Drunk customers showed problematic behaviors most in a patrol division, a precinct station and 112 situation room in order. Third, among 9 problematic behaviors of customers, far-fetched claims and unreasonable demands were the most frequent. However, the police felt stressed most from disrespectful words including swearing.

금융소비자분쟁조정제도의 개선방안에 관한 연구

백병성(Bung-Sung Baek) 경성대학교 사회과학연구소 2011 社會科學硏究 Vol.27 No.4

본 논문은 금융소비자분쟁조정기구의 설립과 관련하여 국회와 학계에서 제안한 내용, 그리고 현재 금융분쟁조정위원회와 소비자분쟁조정위원회의 현황과 문제점을 중심으로 금융소비자분쟁조정제도의 개선방안을 분석한 것이다. 분쟁조정제도는 소비자의 신뢰를 바탕으로, 전문성을 갖춘 조정위원으로 하여금 제도 운영이 공정하고 객관적이어야 하고 소비자가 쉽게 이용할 수 있어야 하는 것이 기본적인 이념이다. 기구의 신설과 관련해서는 경제적인 효율성에 대해서도 고려하여야 한다. 금융분쟁조정위원회의 한계점은 외부 평가가 좋지 않으나 금융분야에 특화하여 분쟁조정을 한다는 장점을 들 수 있다.소비자분쟁조정위원회의는 외부평가는 상대적으로 좋으나, 처리기간이 지체되고 있는 점을 한계점으로 지적할 수 있다. 금융소비자분쟁조정기구의 조건을 갖추고 있는지 신뢰성, 전문성 및 공정성 측면에서 점검이 필요하다. 소비자와 금융회사 간 다툼에 있어 입증책임의 전환문제를 적극적으로 검토하고 새로운 기구의 신설보다는 기존기구를 유용하게 활용하는 방안을 제안했다. This paper proposes measures to improve the financec onsumer dispute resolution schemes, in connection with the establishment of the financial consume rdispute resolution agency, referring to suggestions from the National Assembly and academia, as well as tracking issues around the current Finance Dispute Resolution Commission and the Consumer Dispute Settlement Commission. Basic principles for the dispute resolution scheme are trust from consumers, mediators with expertise, fairness and objectivity in theprocess, and consumers’ accessibility to thesystem. Leaving some basic principles for the dispute resolution scheme, economic efficiency should also be taken into account for the establishment of relevant organization. The existing Finance Dispute Resolution Commission has been criticizedfor poor external evaluation, its fairness and limited throughput. On the other hand, Consumer Dispute Settlement Commission has limitations as well, such as procedural delay and effectiveness of the enforcement, in spite of relatively good external reputation. This paper re-examines the key features of the existing Finance Dispute Resolution Commission, in the context of fairness, trust and expertise. Further, this paper suggests a switch of the burden of proof between consumer and financial institutions, and also recommends using existing relevant commissions in a more efficient way rather than to launching a new organization.

경찰 고객만족도 제고를 위한 교육프로그램에 관한 연구

백병성(Baek, Bung-Sung) 경성대학교 사회과학연구소 2012 社會科學硏究 Vol.28 No.4

이 연구는 경찰서비스의 고객만족을 위하여 경찰교육기관이 신임 및 재직자를 대상으로 시행하고 있는 교육프로그램내용과 그 운영현황을 검토하여 시사점을 도출하고 제도개선을 제시하고자 한다. 이를 위해 기존의 경찰교육기관의 교육프로그램과 상대적으로 국민들로부터 높은 만족수준을 보이는 유관기관 교육기관의 고객만족과 관련한 프로그램을 비교했다. 그 결과 경찰교육기관의 고객과 관련한 교육프로그램은 개선해야 할 시사점을 발견하고 다음과 같은 정책적 개선점을 제안했다. 첫째, 경찰청의 모든 공무원 교육훈련 프로그램에 고객관련 과목을 개설하여야 한다. 이는 신임과정과 재직자 과정에도 포함하고 특히, 신임 경찰관의 경우 일정시간(5시간)이상 배정이 필요하다. 또 단순한 소양과목차원이 아닌 전문분야로써 교육결과는 일정한 시험이나 평가를 통해 반영하여야 한다. 둘째, 교육프로그램 운영방식의 개선이다. 고객관련 과목에 대해 자체 강사나 리더를 양성하되, 현실적인 사정을 고려하여 초기에는 외부 전문가를 초빙하여 자체 전문가를 양성하고 경찰업무의 특성을 고려하여 공공기관이나 공기업의 고객관리 우수기관의 교육내용과 방법을 도입하는 것이 적절하다. 또 현장중심 참여식 교육방식을 채택한다. 고객만족관련 과목은 그 과목의 특성과 교육생의 흥미유발을 위해 사례연구와 역할연기 및 우수기관견학 등을 병행하는 것이 교육효과를 극대화 시킬 수 있을 것이다. 셋째, 경찰의 고객만족에 관한 교육내용은 감수성훈련과 커뮤니케이션 기법은 물론 현장에서 고객이 경찰에 기대하는 내용을 반영하여 수사, 진정분야의 공정성과 신속성에 관한 고객의 요구가 반영된 내용이 포함되어야 한다. The purpose of this study is to review the contents of education programs and the operation status that are implemented for the subjects of new and incumbent of ficers by police education institutions for customer satisfaction of police services in a way of formulating the indicative points and present the system improvement. For the foregoing purpose, this study compared the education program of existing police education institutions with the programs related to customer satisfaction of pertinent education institutions showing relatively high level of satisfaction from citizens. As a result, the implications to be improved in education programs that are related to customers of police education institutions are noted and the following points of policy improvements are proposed: First, customer related courses have to be established in all education and training programs for public officers in police agencies. They should be included in the courses for new recruits as well as incumbent officers, and in particular, new police officers are required to allocate for five hours. Also, the education result should be reflected through certain tests or assessment as a specialized field, but just a simple educational course level. Second, improvement of the operation method for education programs is needed. The study should advance independent lecturers or leaders on customer-related courses, but in consideration of the realistic situation, it advances independent professionals by inviting outside professionals in the beginning, and then introduces the education content and method of outstanding institutions of customer management of public institutions or public enterprises in consideration of characteristics found in police affairs. Also, it adopts the field-oriented participation-style education method. The customer satisfaction related courses may maximize the education effect by simultaneously working on case studies, role plays and field trips to outstanding institutions to maximize interest for trainees and characteristics of the courses. Finally, the education contents on customer satisfaction should reflect the contents that customers expect from police in the field, as well as the sensitivity training and communication techniques to have it included with the contents that reflected the demand of customers on fairness and promptness of investigation and petition fields.