• Title, Summary, Keyword: experiential value

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The Perceived-experiential Value and Service Quality of Auto Maintenance and Repair Service

  • HONG, Jin-Pyo;KIM, Bo-Young;OH, Sung-Ho
    • Journal of Distribution Science
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    • v.18 no.1
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    • pp.59-69
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    • 2020
  • Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers' perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.

The Influence of Online Experiential value on affect and Trust, and re-visit Intention. (온라인 경험가치가 소비자 신뢰 및 감정에 미치는 영향)

  • Kim, Sang-Jo
    • International Commerce and Information Review
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    • v.10 no.1
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    • pp.117-135
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    • 2008
  • It may be claimed that generating revisit intention is very important task in online marketing environment. The purposes of this study were to investigate empirically the relationships among online experiential value, affect, trust and re-visit intention in Internet Shopping store. The results of this study suggest that the service experiential value and economic experiential value significantly have influence on trust and affect. But playfulness experiential and aesthetic experiential values had not effect trust. And trust and affect factors significantly influenced intention of re-visit. Based on major findings of this study, both academic and practical issues were discussed and suggestions in this paper.

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Online Hedonic-Experiential Value in Internet Shopping: Antecedents and Consequences (온라인 쇼핑에서 헤도닉-경험가치(Hedonic-Experiential Value): 영향변수와 결과변수)

  • Park, Cheol
    • Asia pacific journal of information systems
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    • v.13 no.4
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    • pp.73-96
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    • 2003
  • Shopping is a work and fun for a consumer. Retailers satisfy social and physiological needs through various experiences as well as economic and rational. Do offer online shopping malls fun and hedonic experiences that offline retailers do? This study applied the hedonic-experiential value relating to the consumption dimension of fun and excitement to online shopping. Especially, a model of online hedonic-experiential value, consisted of its antecedents and consequences, was developed and identified through a survey(n=436). As the result, graphic & multi-media, site structure & design, customer services, payment, individualization, product assortment & display, interactivity, dynamic pricing factors influence online hedonic-experiential value. Also, online hedonic-experiential value significantly related to revisiting, purchasing, and word-of mouth intention of the shopping site. The implications for online retailer are discussed and further research is suggested.

The Effects of Servicescapes in Korean Restaurants on Customers' Experiential Value, Pleasure feeling and Customer Satisfaction (국내 한식당의 서비스스케이프가 고객의 경험적 가치, 감정적 반응 및 고객 만족도에 미치는 영향에 관한 연구)

  • Jung, Hyo-Sun;Yoon, Hye-Hyun
    • Journal of the Korean Society of Food Culture
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    • v.25 no.1
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    • pp.36-46
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    • 2010
  • The purpose of this study was to investigate the effects of servicescapes in Korean restaurants on customers' experiential value, pleasure feeling and customer satisfaction. Based on a total of 550 samples obtained from empirical research, this study reviewed the reliability and fitness of research model using the Amos program. The relationships hypothesized in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, $\chi^2=406.097$ (df 130), p<.001, GFI .915, AGFI .889, RMR .042, NFI .955, CFI .969, RMSEA .062. SEM results showed that the servicescape showed a positive significant effect on customers' experiential value ($\beta=.808$, t=15.171, p<.001), and customers' experiential value had a positive significant effect on pleasure feeling ($\beta=.756$, t=10.616, p<.001). Also, customer's experiential value ($\beta=.391$, t=8.579, p<.001) and pleasure feeling ($\beta=.573$, t=13.091, p<.001) had a positive significant effects on customer satisfaction. Analysis of mediating roles showed that, the effect of servicescapes in Korean restaurants on customers' pleasure feeling was perfectly mediated by the customers' experiential value. Limitations of this study and future research directions are also discussed.

A Study On The Effects Network Externalities and Experiential Value Perceived from MIMService on Continuous Intention (MIM서비스에서 지각된 네트워크외부성과 경험가치가 지속적 사용의도에 미치는 영향에 관한 연구)

  • Li, Long;Gim, Gwang-Yong
    • Journal of Information Technology Services
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    • v.12 no.1
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    • pp.51-67
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    • 2013
  • Mobile Instant Messenser (MIM) Market With the market is enlarging and attracting more and more companies. With the market expanding and number of users increasing, the competition in this area will be fierce. In order to gain competitive advantage, it is important to develop a strategy to maximize user value and to grasp the continuous usage intention of users. However, there are currently not enough researches done in this field. Therefore, this paper to study the effects of network externalities and perceived experiential value on perceived usefulness, user satisfaction, and continuous usage intention. The research results showed that the perceived experiential value and vertical compatibility significantly affected user satisfaction, but the perceived network size did not. The perceived network size and vertical compatibility did not affect the perceived usefulness. Also, the economic value, which is a sub-factor of the perceived experiential value, did not affect the perceived usefulness, but the functional value and hedonic value did significantly. The perceived network size significantly affected continuance usage intention, but the perceived network compatibility did not.

The Research on the Factors of the Experiential Intention on Broadcast Program - hedonic value and utilitarian value - (방송프로그램의 특성이 경험의도에 주는 영향 - 실용적 가치와 쾌락적 가치의 매개 -)

  • Jeong, Yun-Hee
    • Management & Information Systems Review
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    • v.31 no.4
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    • pp.217-236
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    • 2012
  • This study attempts to suggest a model on the factors of the experiential intent. We propose a model that includes (1) the entertainment, aesthetic, empathy, information as exogenous constructs, (2) utilitarian value and hedonic value, as mediating constructs (3) experiential intent, as endogenous construct. To test the model, we analyze the data using the LISREL structural modeling. The results of our analyses suggest, as expected, that program traits -entertainment, aesthetic, empathy, information- influence utilitarian value and hedonic value, in turn, utilitarian value and hedonic value influence the experiential intent. We conclude with a discussion of managerial implications, including the potential to advance understanding the factors of experiential intent on broadcast program.

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The Impact of Food Quality on Experiential Value, Price Fairness, Water Park Image, Satisfaction, and Behavioral Intention in Context of Water Park

  • Lee, Sang-Mook
    • Culinary science and hospitality research
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    • v.22 no.1
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    • pp.87-95
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    • 2016
  • The purpose of current study is to develop and estimate a proposed model that explains the potential relationships among food quality, experiential value, price fairness, image, satisfaction, and behavioral intention in context of water park. In addition, the study will verify how these factors link to each other. Results show that food quality is a significant antecedent of experience value, price fairness, water park image. Also, the experiential value and water park image influence on visitors' satisfaction. Last, the satisfaction is critical predictor of behavioral intention. These findings will contribute to understand the consumers' perception about water park, and how derives the customer satisfaction and behavioral intention. In sum, present study will serve insights for industry marketers and managers in water park segment.

The Relationships among Selection Attribute, Trust, Experiential Value, and Recommendation for Sport Center Consumers (스포츠센터 이용객들의 레스토랑선택속성이 신뢰, 경험가치, 그리고 추천의도에 미치는 영향)

  • Kim, Hwa-Young;Park, Hea-Bin;Park, Joung-Mi;Lee, Sang-Mook
    • Culinary science and hospitality research
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    • v.23 no.4
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    • pp.66-73
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    • 2017
  • This study was performed to verify the relationships among selection attribute, restaurant trust, experiential value, and recommendation focusing on sport center consumers. The data were collected from visitors who registered more than three months in the sport center in South Korea. Total 500 survey was distributed and 330 participants were used for further statistical analysis. SPSS 23.0 and AMOS 21.0 for Windows were used for statistical analysis. Five factors of selection attribute (menu, interior, exterior, staff, convenience) were extracted, and measured by using 15 questions. According to the results of this study, interior, exterior, and staff factors have positive effects on restaurant trust, and interior and menu were significant predictors of the experiential value. In addition, present study confirmed the theoretical relationship among trust, experiential value, and recommend intention as perceived by sport center visitors. Although there are many studies which demonstrated the relationships among selection attribute and other outcome variables, little research explained the relationships among the variables from sport center consumers. Therefore, this study will contribute to provide meaningful results and some practical implications for both academia and the related foodservice industry.

Effects of Experiential Value on Continuous Use Intention for On-Demand Services (온디맨드(On-Demand) 서비스의 지속사용의도에 대한 경험가치 효과)

  • Lee, Jihyun;Jeong, Yujin;Lee, Junghoon
    • Journal of Information Technology Services
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    • v.19 no.2
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    • pp.49-67
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    • 2020
  • On-Demand services have emerged as one of the core business strategies for delivering new experiential values by providing customized services in different user-needs nowadays. Based on the Stimulus-Organism-Response (S-O-R) framework, this paper focuses on the factors of environmental stimulation and emotional states of the demand-side that induce continuous intention of use from the On-Demand services. The study defines 'Informativeness', 'Fulfillment', 'Trust', and 'Convenience' as the properties of the On-Demand services and considers 'Playfulness', 'Customer Return on Investment (CROI)', and 'Service Excellence' as the aspects of the experiential values. The research shows that 'Fulfillment', 'Trust' and 'Convenience' affected the experiential value in 'Kakao Taxi (On-Demand transportation service)' while 'Informativeness', 'Fulfillment', 'Trust of platform', and 'Convenience' are represented as the related factors to the experiential value in 'Baedal Minjok (On-Demand food delivery service)'. The experiential value factors, 'CROI' and 'Service Excellence', are shown directly related to the continuous intention of use in both services. A partial mediation relationship is, furthermore, observed between the aspects of 'CROI' and 'Service Excellence' in Kakao Taxi and its 'Convenience' and 'Continuous intention of use.' In Baedal Minjok, a partial mediation relationship is found between the 'CROI' with its aspects of 'Trust of the platform', 'Convenience', and 'Continuous intention of use' as well. The results of this study may contribute a comprehensive understanding of the purpose of On-Demand services and its needs from the demand-side thus can be helpful for the supply-side.

The Effects of Experiential Value of on Customer Loyalty in Dessert Café of College Students: Focused on Moderating Effect of the Eating Out Consumption Patterns (대학생의 디저트카페에 대한 경험가치가 고객충성도에 미치는 영향: 외식소비성향의 조절효과를 중심으로)

  • Yoon, Hee-Souk
    • Culinary science and hospitality research
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    • v.24 no.1
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    • pp.82-95
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    • 2018
  • The purpose of this study is to investigate the relationship between experiential value, customer loyalty and eating out tendency of dessert $caf{\acute{e}}$ in college students. This survey was conducted for college students who have used dessert $caf{\acute{e}}$ mainly in college areas where dessert cafes are concentrated in Seoul. The survey was conducted on August 17, 2017 to 28 August. A total of 250 copies of the questionnaires were distributed and 208 copies of valid data were used for the analysis. The results of the analysis are as follows. First, emotional experience value and service experience value were found to affect customer loyalty, and cognitive experience value did not affect customer loyalty. Second, the economic and health seeking type showed a positive(+) moderating effect between emotional experience value and customer loyalty, and negative(-) moderating effect between cognitive experiential value and customer loyalty. Next, atmosphere seeking type showed a moderating effect between service experience value and customer loyalty, and the eating out seeking type showed a moderating effect between emotional experience value and customer loyalty. Finally, convenience seeking type showed positive(+) moderating effect between cognitive experiential value and customer loyalty, and negative(-) moderating effect between service experience value and customer loyalty. Based on the results of this study, the dessert cafe operator can grasp the experience value of college students in order to secure college students who are using dessert cafe as loyal customers. In particular, the relationship between experience value and customer loyalty, it is expected to provide useful data for constructing a specific positioning strategy according to each segment market.