• Title, Summary, Keyword: Customer Involvement

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Comparison on Satisfaction and Intention to Revisit among Men's Beauty Service Markets (남성 세분시장별 이.미용서비스 만족도와 재방문 의도의 비교)

  • Jeon, Yang-Jin;Jeon, Ok-Joo
    • Journal of the Korean Society of Clothing and Textiles
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    • v.32 no.2
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    • pp.284-293
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    • 2008
  • The purpose of this study was to identify men's beauty service markets based on socio-cultural appearance attitude and to compare their satisfaction and intention to revisit beauty service. The study was done by survey method. Data of three hundred men aged from 20's to 40's were collected by on-line survey. Descriptive analyses, factor analyses, cluster analyses, Duncan tests, multiple regressions, and path analyses were applied. The results are as follows: First, five factors were found for men's socio-cultural attitude for their appearance. They were high involvement in appearance, social appearance, appearance satisfaction, appearance comparison and low involvement in appearance. Second, cluster analysis based on socio-cultural attitude produced three customer groups such as high involvement, social concern & satisfaction, and low involvement. Third, customer groups showed significant differences in some demographics and some items of service dimensions, which resulted in significant differences in satisfaction, and intention to revisit beauty shop services. A high involvement group was composed of young and unmarried men with more frequent visit to beauty shop service. In general, both the high involvement and the social concern & satisfaction groups showed higher evaluations than the low concern group in some of service items, level of satisfaction, and intention to revisit. In conclusion, attitude on their appearance could be useful factors in segmenting men's beauty service market. Levels and types of beauty shop service should be differentiated among consumer markets.

Determinants of Customer Loyalty on the Portal Sites (온라인 상에서의 고객 충성도에 영향을 미치는 요인에 관한 연구: 포탈 사이트를 중심으로)

  • Kim, Myoung-Soo;Ahn, Jae-Hyeon;Lee, Yung-Seop
    • Asia pacific journal of information systems
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    • v.13 no.1
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    • pp.171-195
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    • 2003
  • Providers for the commercial web sites are seriously competing for attraction and retention of customers. However, customer loyalty in the on-line business could be determined by factors different from those in the off-line business. In this paper, determinants for the customer loyalty in the on-line business are analyzed as two parts. The first part includes determinants that foster voluntary customer loyalty, such as satisfaction, self-involvement, and positive characteristics of Internet. The second part includes determinants that foster involuntary customer loyalty, such as switching barrier and bonds. Through the empirical study of 399 survey of Korean Internet users, both voluntary and involuntary factors contributing to the customer loyalty were found. Also, relationship between the positive characteristics of Internet and customer loyalty were found. The understanding of the determinants of customer loyalty will be an important information developing a winning strategy in the on-line business.

Profiling Customer Engagement with "Snuggie" Experience in Social Media

  • Kim, HaeJung;Kim, JiYoung;Yang, Kiseol
    • Fashion & Textile Research Journal
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    • v.15 no.1
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    • pp.95-102
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    • 2013
  • In order to understand meaningful customer experience in social media, this study profiles customer engagement by exposing the essential brand experience rooms in hyper-reality contexts. This study selects Snuggie as a target brand as it uses multiple contact points, including social media, to provide meaningful experience to customers. With their unique marketing strategy, Snuggie became a popular brand among the U. S. customers beyond just a wearable blanket. Upon analyzing a total of 364 customer reviews about Snuggie in Amazon.com, five experience rooms were exposed; "Physical artifacts" and "customer involvement" are influential experience rooms which signify interactions between products and customers, while "intangible artifacts", "technology" and "customer placement" reflect a lower degree of experiential engagement. This approach suggests a theoretical foundation in understanding the customer engagement concepts by the means of brand experience dimensions in social media. The ability to create compelling engagement in social media depends on the successful facilitation of relationships and information, which lead to a creative, communicative and interactive experience.

Measuring the Moderating Effect of Food Involvement in the Relationship between Food Choice Motives and Fruit Consumption (음식 선택 동기와 과일 소비의 관계에서 음식 관여의 조절효과 평가)

  • Kang, Jong-Heon;Jeong, Hang-Jin
    • Journal of the Korean Society of Food Culture
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    • v.23 no.4
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    • pp.448-454
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    • 2008
  • The principal objective of this study was to assess the effects of food involvement moderating the relationship between food choice motives, including health concerns, weight control and ethical concern, and fruit consumption. A total of 290 questionnaires were completed. Moderated regression analysis was utilized to assess the relationships among variables. The results of the study showed that the results of data analysis also indicated good model fit. The direct effects of health concerns on fruit consumption were statistically significant in Models 1 and 2. However, the direct effects of ethical concern on fruit consumption were statistically significant in Model 3. As had been expected, the interaction of ethical concerns and food involvement exerted a significant effect on fruit consumption in Model 3. However, the interaction of health concern and food involvement, as well as weight control and food involvement exerted no significant effects on fruit consumption. Moreover, ethical concerns about fruit consumption exerted a significant negative effect at the low level and a positive effect at the high level of food involvement, except in cases in which the level of food involvement was medium. The results of this study revealed that fruit marketers should attach importance to the interaction effect of food involvement in order to better understand the elements of market demand and customer loyalty.

An Empirical Study on the Key Factors Affecting the Effectiveness of Total Quality Management Programs (총체적 품질경영프로그램의 효과에 영향을 미치는 요인에 관한 실증연구)

  • 양창호
    • Journal of the Society of Korea Industrial and Systems Engineering
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    • v.17 no.31
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    • pp.163-176
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    • 1994
  • Over the last few years Total Quality Management (TQM) programs have hem widely adapted by Korean manufacturing firms to improve their productivity, competitive edge and product quality levels. The purpose of this study is to evaluate the level of importance placed on four key TQM factors (customer satisfaction, strong management leadership, continuous improvement, imployee involvement and participation) used during the implementation of korean manufacturing TQM programs and to assess the effectiveness of those key factors in improving the performance of the firms. A Questionaire was developed and sent to senior managers in manufacturing organizations throughout korea. This survey asked qustions regarding 1) the firm's business environment and TQM program development 2) subcomponents of the key factors and 3) the effectiveness of the TQM program at improving the performance of the organization. The survey data were analyzed to determine the degree of correlation between each of the factors and the effectiveness of the TQM programs. This study demonstrated that the TQM programs were instrumental at improving the performance of the firms studied, and that the improvement was positively correlated with the length of time that the program had been implemented and the planned duration of the TQM program implementation. It was found that the person-oriented elements of management leadership and employee involvement were positively correlated and predictive of the success of the TQM Program, while the process-oriented components of customer satisfaction and employee involvement were not useful predictors of the effectiveness of the TQM program implementation.

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A Case Study of the Mod: a Developmental Perspective in Game Development Process - Focusing on Customer Involvement - (게임 제작 프로세스의 발전적 측면에서 본 모드게임 예시 연구 - 소비자 참여를 중심으로-)

  • Yoo, Bo-Mee;Ryu, Seoung-Ho
    • Journal of Korea Game Society
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    • v.9 no.1
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    • pp.55-62
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    • 2009
  • User participation, potentiality of modification, and interaction are some of significant features of game, and in the same sense, mod - user-created additions and modifications to an existing game - represents these aspects of game. Therefore, this study shows the possibility of customer involvement in the game development process through a case study of Half-life mod.

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A Study on the Customer Satisfaction and Repurchase Intention by Involvement Levels in Electronic Commerce (전자상거래에서의 관여수준별 고객만족과 재구매의도에 관한 연구)

  • Kim Eung-Cheol
    • Management & Information Systems Review
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    • v.13
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    • pp.71-97
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    • 2003
  • As an electronic commerce grows in a rapid speed today, it has a great effect on not only our consuming lives but also the marketing activities. The study on involvement levels and consumer satisfaction in physical market in the existing studying papers in home was made progress rapidly. But, the study on involvement levels and consumer satisfaction in virtual market leaves much to be desired. This paper aims at considering the relationship between the involvement levels and the consumer satisfaction factors in the electronic commerce through the internet shopping mall whose importance is emphasized day by day. In this paper, three following questions were studied: (1) what is the difference among the factors(product/service/image) of consumer's satisfaction in accordance with consumers' involvement levels, (2) what is the difference in an intention of repurchase in accordance with the consumers' satisfaction factors, and (3) what is the difference in an intention of repurchase in accordance with the involvement levels and the consumers' satisfaction factors. As a result of analysis, only the service one of the factors of consumer's satisfaction has a difference in accordance with high/low involvement, and also, the factors which have an effect on the intention of repurchase were product, service and image.

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The Effect of Customer-to-Customer Interactions on the Preference of Fashion Purchase Environment

  • Chung, Ihn-Hee
    • Journal of the Korean Society of Clothing and Textiles
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    • v.35 no.12
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    • pp.1497-1506
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    • 2011
  • This study identifies the effect of customer-to-customer interactions on the preference of fashion purchase environment. An empirical study surveyed male and female consumers 25 years of age and older in Daegu, Korea, in August 2011. A total of 338 responses were analyzed using descriptive statistics and chi-square analysis of SPSS 19.0. The results identified the effects of the number, gender, age, attractiveness, and taste of other customers in fashion retail settings. In addition, differences in the effect of customer-to-customer interactions according to consumer attributes were also verified. The sample of this study preferred a shopping condition of many shoppers in the store, the same gender shoppers in the store, the same aged shoppers in the store, an attractive shopper in the store, and a shopper having the same taste in the store. Female consumers showed a preference for a store environment with many shoppers and the same gender shoppers to a store of no shoppers and different gender shoppers compared to male consumers. Aged consumers and fashion-involved consumers liked to shop with more attractive persons than less attractive persons. Fashion-innovative consumers wanted to enter a store where the other customers have similar tastes.

The Effect of Services Recovery Effort on Continuous Use Intention of Internet User -Focusing Mainly on Personal Information Security Exposur- (서비스회복노력이 인터넷이용자의 지속적 이용의도에 미치는 영향 - 개인정보유출을 중심으로 -)

  • Hong, Sang-Jin;Lee, Soo-Hyoung
    • Journal of the Korea Safety Management & Science
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    • v.12 no.2
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    • pp.89-97
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    • 2010
  • The most important concern in the internet service organizations in competitive market circumstances is to focus on formation and maintenance of continuous relationship with customers. The purpose of this study is to verify the effect of perception of the fairness - procedural fairness for recovery, interactional fairness, fairness for reward on customer's satisfaction and trust, behavior when the internet service company failed to service such as disclosure of personal information. This study aims to apply justice theories to service recovery. As a result, first, the customer's perceived justice had a significant effect on the customer satisfaction and trust in service recovery. Second, the customer's satisfaction positive effect on trust. Third, customer's satisfaction formed by service recovery had a effect on the customer's behavior such as continuous usage intention. Therefore, this study was reveal how the extent of justice perception felt by customers in the service recovery process, causes positive causation relationship which affect customer behavior intention.