• Title, Summary, Keyword: Customer Involvement

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Involvement as a Moderator of Customer Satisfaction (고객만족에 대한 관여도의 조정적 역할)

  • 이공섭
    • Journal of the Society of Korea Industrial and Systems Engineering
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    • v.20 no.44
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    • pp.447-462
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    • 1997
  • Customer satisfaction is one of the major issues in current marketing research. Among many studies on this issue, the best known is the determinants of customer satisfaction. This study is focused the involvement as a moderator of customer satisfaction. The data were collected from 113 students who have an experience using or buying the products and services. The present study found that the customer satisfaction has a relation with the following major characteristics. These are: 1) The direct effect of expectation on the customer satisfaction is significant in case of high involvement service. 2) The direct effect of performance has a difference between high involvement and low involvement. 3) And the direct effect of disconfirmation on the customer satisfaction is significantly different from the levels of involvement.

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The Relationships among the Service Education Satisfaction, Service Involvement, and Customer Orientation of Hospital Employees (의료기관 종사자의 고객접점 (MOT)서비스교육만족도, 고객지향성 및 서비스몰입 간의 관계)

  • Lee, Seung-Hee;Choi, Yeon-Hee
    • Korean Journal of Occupational Health Nursing
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    • v.20 no.3
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    • pp.337-345
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    • 2011
  • Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

The Moderation Effect of Consumer Involvement in the Relationship between Customer Satisfaction and Loyalty : Focused on the Service Category (고객만족과 고객충성도의 관계에서 소비자 관여도의 조절효과 : 서비스 카테고리를 중심으로)

  • Park, Sang-June;Lee, Yeong-Ran
    • Korean Management Science Review
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    • v.34 no.3
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    • pp.61-77
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    • 2017
  • This study investigates the effect of consumer involvement in the relationship between customer satisfaction and loyalty (which is measured as consumers' repurchase and WOM intentions). Previous research has presented inconsistent implications on the role of consumer involvement in the relationship. Some researchers have presented the empirical results showing that consumer involvement moderates the relationship, whereas others have done the empirical results implying that the consumer involvement does not moderates. In sum, the previous empirical studies have provided the inconsistent empirical results that consumer involvement may be a moderator or a non-moderator in the relationship between customer satisfaction and loyalty. Thus, we start this research with two research questions: "Does consumer involvement has a moderation effect on the relationship between-customer satisfaction and loyalty across various service industries?" and "Can the moderation effect of consumer involvement be detected differently depending on the statistical methods used to probe the moderation effect?" A questionnaire survey was conducted in the context of four service categories: eight service firms for fast food, four firms for family restaurant, four firms for movie theater and four firms for Bakery. Hierarchical regression analyses (moderated regression analyses) and chi-square difference tests were used to identify the role of consumer involvement in the relationship between customer satisfaction and loyalty. The empirical results show that there does not exist the difference in the moderation effects of consumer involvement identified by the two statistical methods (i.e., hierarchical regression analyses vs. chi-square difference tests), however, that there exists the difference in the identified moderation effects of consumer across service categories. In the final section, we summarize the implications and re-interpret the empirical results provided in the previous studies.

The Impact of Supplier Involvement, Customer Involvement, and Employee Learning/Training on Product Quality and Organizational Performance (공급자참여와 고객참여 및 학습·훈련이 품질성과와 기업성과에 미치는 영향)

  • Park, Chul-Soon
    • Journal of the Korean Society for Quality Management
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    • v.40 no.1
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    • pp.1-14
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    • 2012
  • This study investigates the impact of supplier involvement, customer involvement, and employee training on product quality and organizational performance. Based on literature review, this study develops hypotheses and tests them by employing a structural equations model. Using survey data of 193 firms from 22 manufacturing industries, this study empirically shows that the activities for supply chain quality management (SCQM) enhance the quality and organizational performance. Specifically, quality leadership is revealed to be an antecedent of other SCQM activities. The most contributable finding is, while the supplier involvement and employee training directly enhance the organizational performance, customer involvement indirectly improves it via quality performance.

The Effect of Status, Truth of Messages, Involvement on Loyalty When Customer Experience Demotion in Retail Loyalty Program (소매점의 로열티 프로그램에서 고객의 등급하락 시 고객의 등급, 메시지의 진실성, 관여도가 충성도에 미치는 영향)

  • Shin, Jong-Kuk;Park, Min-Sook
    • Journal of Digital Convergence
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    • v.12 no.3
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    • pp.89-94
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    • 2014
  • It empirically studied the effects of customer status, truth of messages, and involvement on loyalty when customer experience demotion in loyalty program. A scenario based 2(customer demotion: highest status customer/middle status customer) ${\times}$ 2(truth of messages: high/low) ${\times}$ 2(involvement: high/low) between-subjects factorial design experiments are conducted for the hypotheses. According to the result of ANCOVA, highest status customer's loyalty and middle status customer's loyalty decrease when they experience demotion. But middle status customer's loyalty less decreases than the highest status customer. Loyalty of the group who feel high truth of message less decreases than those of other groups. And loyalty of the low-involvement group's loyalty less decreases than those of other groups. Moreover it test three way interactions among customer status, truth of messages, and involvement. The result indicates that loyalty of the group who feel high truth of message and low-involvement less decreases than those of other groups.

An Effect of Brand Awareness and Involvement upon Choice of Product Quality (브랜드 인지도와 관여도가 제품 품질 선택에 미치는 영향에 관한 연구)

  • 한경희;조재립
    • Journal of the Korean Society for Quality Management
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    • v.32 no.1
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    • pp.102-112
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    • 2004
  • Keep in step in trend that interest for brand is rising and enterprise should tries to customer to Inform own brand. The mayor is diversified and work this which make correct product or brand on customer need is work which our enterprise does now. And should judge the availability whether customer is satisfied to product according to the brand. Because this can be the most important matter which is kept customer and create profit that is enterprise's ultimate object. In this study, customer measured brand enforcing to blue jeans clothing company how is recognizing and distinguishes brand forefinger to low rank group with high position group. And, measured satisfaction by each group. Measured new concept that is when enforce customer satisfaction, expectation which is existent theory, result, Involvement with inconsistency theory making grafting and confirmed that involvement is factor influencing in customer satisfaction measurement.

The Consequences of Customer Trust and the Determinants of Purchasing Intention in Internet Shopping Mall (인터넷 쇼핑몰에서 고객신뢰 형성 후 구매의도 결정요인에 관한 연구)

  • Jang, Hyeong-Yu;Jeong, Ki-Han;Jeong, Dae-Yul
    • Asia pacific journal of information systems
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    • v.15 no.2
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    • pp.23-49
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    • 2005
  • Recently, owing to the rapid growth of the Internet and information technology, the growth of the Internet shopping mall has been truly phenomenal. In the Internet shopping mall, as the customers can't touch a product directly, trust is important factor in purchasing intention. Many researchers proposed direct relationship between the customer trust and the purchasing intention. We supposed that there would be some factors that could be the consequences of trust in on-line purchasing decision, and the factors could be also the determinants of purchasing intention and decision for the Internet shopping mall customers. We found out that there were indirect relationship between them through the customer's attitude, involvement, and royalty to the site rather then directly related. Particularly, the correlation between the site attitude and the purchasing intention was high, but the direct effect was not significant. The site attitude was indirectly related to the purchasing intention through the customer involvement and loyalty. This means that the customer relationship involvement and loyalty enhancement strategies are more important for the success of Internet shopping mall.

A Study on Supplier Involvement and Buyer Strategic Decisions (공급자 참여와 전략적 선택에 대한 실증적 연구)

  • Hwang, Sunil;Suh, Eung-Kyo
    • The Journal of Industrial Distribution & Business
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    • v.9 no.4
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    • pp.53-62
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    • 2018
  • Purpose - In the development of new products, suppliers involvement and developing products jointly can be said to be strategic activities that utilize the lack of knowledge from external organizations. In this new product development, supplier involvement has been proven to have a positive impact on new product development performance for a long time by previous research. However, sufficient academic research has not been conducted on the influence of supplier involvement in various product strategies or sales strategies that buyers make in order to secure a competitive advantage in the market. This study argues that product strategy and sales strategy used by buyers in the development of new products will control the effect of supplier involvement on new product development performance in order to compensate the lack of these academic aspects. Research design, data, and methodology - Specifically, we selected the modularization strategy of the product as the product strategy, which is considered as an important strategy in the new product development through the preceding research, and the mass customer satisfaction strategy was chosen as the sales strategy. In order to achieve these research objectives, regression analysis was conducted using data from manufacturing productivity panel collected jointly by the Ministry of Industry, Trade and Industry and the Korea Productivity Center. Results - As a result, supplier involvement and new product development performances (development cost efficiency, customer satisfaction) were positively related. The product modularity strategy proved to have an interactive effect on the relationship between supplier involvement and new product development performances (development cost efficiency, customer satisfaction). However, it has not been confirmed that there is a statistically significant interaction effect between supplier involvement and new product development performances. Conclusions - Supplier involvement has positive relationships with NPD performance. In addition, product modularity strategies have interaction effects with supplier involvement and affect new product development performance (development cost efficiency and customer satisfaction). The results of this study are of academic significance in the case of lack of empirical studies on the effect of supplier participation on the effect of buyer 's strategy when a supplier participates and develops new products jointly.

The Effects of Health-related Menu Choice Attributes on Customer Behavioral Intentions at Well-being Restaurants - The Moderating Roles of Food Involvement and Trust - (건강지향 메뉴선택속성이 웰빙레스토랑 고객 행동의도에 미치는 영향에 관한 연구 - 음식관여도, 신뢰의 조절효과를 중심으로 -)

  • Kim, Sun-Joo;Cho, Meehee
    • Journal of the Korean Society of Food Culture
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    • v.30 no.3
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    • pp.333-344
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    • 2015
  • This study aimed to identify the effects of health-related menu choice attributes on customer behavioral intentions at well-being restaurants and analyze the moderating effects of food involvement and trust, which can influence customer preference and their intentions to visit well-being restaurants. This study designed a survey, and 351 respondents who have eaten at well-being restaurants completed the questionnaire. Exploratory factor analyses were conducted to identify underlying dimensions related to health-related menu choice attributes, food involvement, and customer behavioral intentions toward well-being restaurants. The three factors regarding health-related menu choice attributes and the three factors related to food involvement were identified. In order to test the relationships between health-related menu choice attributes and behavioral intentions as well as to investigate the moderating effects of food involvement and trust, hierarchical regression analyses were conducted. Results indicated that the three factors of health-related menu choice attributes were significantly and positively related to behavioral intentions. Among food involvement factors, dining environment and cooking were significantly related to behavioral intentions toward well-being restaurants. Trust had a significant influence on behavioral intentions. Results showed that food involvement and trust could moderate the effects of health-related menu choice attributes on behavioral intentions toward well-being restaurants.

Antecedents and Consequences of the Types of Waiting Times in Medical Services (의료서비스에서 유형별 대기시간의 선행 및 결과변수)

  • Kim, Su-Bae;Yoon, Sung-Wook
    • Korea Journal of Hospital Management
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    • v.12 no.2
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    • pp.69-92
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    • 2007
  • This research has classified waiting times into the three different ones according to service offering process and investigated the antecedents and consequences of types of waiting times. A service provider's concern and customer involvement were modeled as antecedent variables and negative emotion and service value as dependent variables. The empirical results of the study are as follows. A service provider's concern had significant influences on all the three types of waiting times whereas customer involvement was found to affect preprocess-waiting and postprocess-waiting times. Preprocess-waiting time had a significant impact on both negative emotion and service value and inprocess-waiting time only affects negative emotion. However, postprocess-waiting time had influenced none of the variables. The findings illustrate an important role of concern and involvement regarding to a customer's perceived waiting time and relative importance of waiting types on negative emotion and service value. A summary of the results are reported and managerial implications are discussed.

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