The Concerns from Grassroots: Customers’ Experiences of the Funeral Sangjo Industry



The consumers’ satisfaction level with the sangjo service is largely determined by how the sangjo industry provides its services. In regard to what the industry offers their customers, as discussed in the previous chapter, it would be difficult to anticipate a relatively high level of consumer satisfaction. Parts of their negative experiences have already been mentioned, but it would seem there is significant value in dealing further with the consumers’ experiences of using the services. A full appreciation of the consumers’ negative and positive experiences with the sangjo services will greatly contribute to the sound settlement of the sangjo industry and consequently to the welfare of the Korean people.


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© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  1. 1.School of Media, Film and JournalismMonash UniversityCaulfield EastAustralia

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