YouTube exhibits a hybrid personality, incorporating traits of both over-the-top (OTT) and personal broadcasting platforms. However, limited research has investigated these hybrid characteristics, particularly in the context of paid YouTube channel memberships. Therefore, building upon consumption value theory and prior literature, this study examines the influence of consumption value factors associated with paid YouTube channel memberships on usage satisfaction and continuance intention. Specifically, the study identifies four perceived consumption value factors (functional, social, emotional, and epistemic values) within the paid YouTube channel membership context and assesses their impact on usage satisfaction and continuance intention. Additionally, the study explores the moderating role of conditional value (the experience of watching live streams on paid YouTube channels) in these relationships. Data was collected via an online survey from Korean adults who subscribed to multiple paid YouTube channel memberships, resulting in 274 responses. The proposed hypotheses were tested using structural equation modeling (SEM). The SEM results indicate that all four consumption value factors significantly influence usage satisfaction, with usage satisfaction in turn positively affecting continuance intention. Furthermore, the study reveals that conditional value moderates the relationships between functional/emotional values and usage satisfaction, as well as between usage satisfaction and continuance intention. This study is the first to focus on YouTube channel paid memberships, which encompass characteristics from both OTT and personal broadcasting platforms. It is anticipated that this research will offer insights to personal broadcasters and stakeholders regarding the motivational factors that impact user satisfaction and encourage subscriptions to channel memberships.
한국천문연구원은 2017년 제1차 구술채록사업에 이어 2020년 제2차 사업을 진행하면서 최초로 원외 원로에 대한 구술채록을 시도하였다. 국가 대표 천문연구의 산실로서 연구원 존재 의의를 확립하기 위하여 원내 원로에 국한되었던 구술자 대상을 확장한 것이다. 그 첫 외부 구술 대상자로 방득룡 전임 노스웨스턴 천문학과 교수를 선정하여 2020년 7월부터 준비단계에 들어갔다. 방득룡 전(前)교수가 첫 번째 한국천문연구원 원외 인사 구술자로 선정된 이유는, 그가 우리나라 천문대1호 망원경 구매 선정에 개입한 서신(1972년)이 자료로 남아있었기 때문이다. 한국천문연구원에서 2017년에 수행한 제1차 구술채록사업에서 구술자로 참여한 오병렬 한국천문연구원 원로가 기증한 사료들은 대부분 연구원 태동기 국립천문대 구축과 망원경 구매 관련 자료였으며 이 가운데 1972년 당시 과학기술처 김선길 진흥국장에게 Boller and Chivesns(사(社))의 반사경을 추천한 방득룡 전(前)교수의 서신은 한국 천문학 발전사에서 중요한 사료였다. 연구진은 이 자료를 시작으로, 방득룡 전(前)교수의 생존 여부와 문서고의 공기록물들에서 그의 흔적을 찾아가기 시작했다. 놀랍게도 그는 실제 세계와 한국천문연구원 문서고 깊숙이 기록물들 모두에서 상존하고 있었다. 1927년생인 방득룡 전(前)교수, Dr. John D. R.은 미국 플로리다 한 실버타운에서 건강한 정신으로 생존하여 있었고 연구진의 인터뷰에 흔쾌히 응했다. 2020년 9월 16일에 한국천문연구원 본원 세종홀 2층 회의실에서 영상통신회의로 그와의 구술인터뷰가 진행되었다. 이 구술인터뷰는 원외 인사가 대상이란 점 외에도 방법적으로는 전형적인 대면 방식이 아닌 영상 인터뷰였다는 점에서 코로나 시대의 대안이 되는 실험적 시도였다. 현대 한국천문학 발전사의 재조명 측면에서도 의미가 있었다. 1960년대 초반부터 1992년 정년퇴임까지 30년을 미국 유수 대학교 천문학과 교수로 재직하며 활발한 활동을 해 온 한국계 천문학자가 우리나라 최초 반사망원경 구매 선정에 적극 개입하였던 역사는, 공문서 자료들과 서신 사료들에 이어 그의 육성으로 나머지 의구심의 간극이 채워졌다. 또 구술자 개인이 주관적으로 중요하다고 여기는 '기억'이 중요한 아카이빙 콘텐츠 확장의 단초가 될 수 있다는 것을 보여줌으로써 구술사 연구에 있어서도 중요한 관점을 주었다. 애초 연구진이 방득룡 전(前)교수의 공식 기록에서 아카이빙의 큰 줄기로 잡았던 것은 1948년 도미, 1957년 위스콘신 대학교 천문학 박사학위 취득, 1962년부터 노스웨스턴 대학(일리노이주 에반스턴)의 천문학 교수진, 1992년 은퇴로 이어진 생애였다. 그러나 그와의 구술 준비 서신 왕래와 구술을 통하여 알게 된 그가 인생에서 중요시 여겼던 지점은, 1948년 도미 무렵 한국의 전쟁 전 상황과 당시 비슷한 시기에 유학한 한국 천문학자들의 동태, 그리고 1957년부터 1962년까지 프린스턴 대학교에서 M. Schwarzschild 교수와 L. Spitzer 교수를 보조하며 Stratoscope Project를 연구하였던 경험이었다. 기록학적 의미에서도, 전자를 통해서 그와 함께 동시대 한국 천문학을 이끌었던 인재들의 맥락정보를 얻을 수 있었으며, 후자를 통해서는 세계 천문학사에 큰 영향을 미친 석학에 대한 아카이브 정보와의 연계 지점과 방득룡 전(前)교수의 연구 근원을 찾을 수 있었다. 이들은 추후 방득룡 콘텐츠 서비스 시에 AIP, NASM, Lyman Spitzer 콘텐츠, 평양천문대, 화천조경천문대, 서울대와 연세대, 그리고 한국천문연구원까지 연계되어 전 세계 폭넓은 이용자들의 유입을 유도할 수 있는 검색 도구가 될 수 있다. 이번 방득룡 구술사 연구에서 구술자 개인의 주관적인 소회가 공식 기록이 다가갈 수 없는 역사적 실체에 일정 부분 가까울 수 있다는 것, 그리고 이를 통하여 개인의 역사는 공동체의 역사로 확장될 수 있다는 사실을 발견할 수 있었다. 또 연구진은 방득룡 전(前)교수의 회상을 통하여 구술자 개인의 시각으로 한국과 미국 천문학계의 공동체 역사를 재조명할 수 있었고, 이것을 아카이브 콘텐츠 확장 서비스에 반영할 수 있다는 기대를 가지게 되었다. 무엇보다 이 연구를 통하여 다양한 주제의 아카이브로 연동될 수 있는 주제어와 검색도구를 구술자 개인의 회상으로부터 유효하게 도출할 수 있다는 것을 확인하였다. 그리고 향후 한국천문 구술아카이브의 확장을 통하여 보다 다양한 활용과 연구 재활용의 선순환이 가능하다는 것도 알 수 있었다. 이는 최근 기록학계에서 대두되고 있는 LOD(Linked Open Data)의 방향성과도 흡사하여 한국천문학 구술사연구의 차세대 통합형 기록관리의 미래모형을 기대케 하는 대목이다.
Seong Eun Lee;Hyun Hee Han;Kyung Hwan Moon;Dae Hyun Kim;Byung-Hyuk Kim;Sang Gyu Lee;Hee Ju Lee;Suhyun Ryu;Hyerim Lee;Joon Yong Shim;Yong Soon Shin;Mun Il Ahn;Hee Ae Lee
Korean Journal of Agricultural and Forest Meteorology
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v.25
no.4
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pp.398-403
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2023
Process-based K-cabbage model is based on physiological processes such as photosynthesis and phenology, making it possible to predict crop growth under different climate conditions that have never been experienced before. Current first-stage process-based models can be used to assess climate impact through yield prediction based on climate change scenarios, but no comparison has been performed between big data obtained from the main production area and model prediction so far. The aim of this study was to find out the direction of model improvement when using the current model for yield prediction. For this purpose, model performance evaluation was conducted based on data collected from farmers growing 'Chungwang' cabbage in Taebaek and Samcheok, the main producing areas of Chinese cabbage in highland region. The farms surveyed in this study had different cultivation methods in terms of planting date and soil water and nutrient management. The results showed that the potential biomass estimated using the K-cabbage model exceeded the observed values in all cases. Although predictions and observations at the time of harvest did not show a complete positive correlation due to limitations caused by the use of fresh weight in the model evaluation process (R2=0.74, RMSE=866.4), when fitting the model based on the values 2 weeks before harvest, the growth suitability index was different for each farm. These results are suggested to be due to differences in soil properties and management practices between farms. Therefore, to predict attainable yields taking into account differences in soil and management practices between farms, it is necessary to integrate dynamic soil nutrient and moisture modules into crop models, rather than using arbitrary growth suitability indices in current K-cabbage model.
Asia-Pacific Journal of Business Venturing and Entrepreneurship
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v.17
no.5
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pp.169-185
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2022
This study analyzed the effect of entrepreneurial competency on entrepreneurial intentions by using the entrepreneurial opportunity recognition as a mediator for middle and middle-aged office workers. The sub-variables of entrepreneurial competency are classified into management competency, technology competency, business competency and funding competency. 222 copies of questionnaires collected from middle-aged and elderly office workers residing across the country centered on the metropolitan area were used for empirical analysis. Based on a simple mediating model with singular mediator using SPSS v22.0 and PROCESS macro v4.0. was analyzed. As a result of the analysis, first, among entrepreneurial competencies, business competency and funding capacity were found to have a positive (+) significant effect on the entrepreneurial intentions, but management and technical competency did not have a significant effect. The higher the business competency and funding competency. Second, it was found that all of the sub-variables of entrepreneurial competency had a significant effect in the positive (+) direction on the recognition of entrepreneurial opportunities. It was confirmed that management competency has the greatest influence on the entrepreneurial opportunity recognition and technology competence has the smallest effect. Third, it was found that the entrepreneurial opportunity recognition had a significant effect on entrepreneurial intentions. The discovery of an opportunity recognizing opportunities for start-up is a prerequisite for entrepreneur. Fourth, it was found that the entrepreneurial opportunity recognition mediates between the management competency, technological competency, business competency, funding competency, and entrepreneurial intention. It suggests that opportunity discovery by recognizing opportunities for entrepreneurship is a prerequisite for start-up. As implications of this study, it suggests that in order to inspire middle-aged and elderly office workers to start their own business, it is necessary to have indirect experience with education and to establish and promote a government support system for financing.. Second, It suggests that education on leadership and organizational management is particularly necessary to strengthen the opportunity recognition. Third, it suggests that the discovery of opportunities to recognize opportunities for start-up is a prerequisite for entrepreneur. Therefore, it is necessary to prepare a manual and conduct training on opportunity search, recognition, evaluation, and utilization according to the stage of opportunity development. Fourth, it suggests that in order to strengthen the intention to start a business, ALso, it is necessary to manage both the entrepreneurial competency and entrepreneurial opportunities recognition at the same time. By presenting the practical directions that can be given differentially, we intend to contribute to the provision of practical directions and policy establishment for the promotion of entrepreneurial activities of office workers who can give vitality to the ecosystem.
The purpose of this article is to awaken our colleagues to the culture and mind issues that have been forgotten or neglected by contemporary psychiatry under the prevalence of materialistic orientation. Cultural psychiatry too, though it has been contributed a great deal to widen the mental vision of psychiatry, has revealed several limitations in its approach. In the course of one sided search for culture specific factors in relation to mental health, conventional cultural psychiatry has neglected an effort to explore the common root underlying the different cultures and the common foundation of human mind. Cross sectional comparisons of the cultures alone have inevitably prevented the global considerations to culutre and mind in historical aspects and the dynamic interactions between mind and culture more in depth. The author suggested that the total view of mind and total approach of analytical psychology of C.G. Jung might be capable to replenish those limitations. Author explained the ways of C.G. Jung's observations and experiences of non-western culture and his concepts of culture and mind. The author demonstrated Jung's view of culture with the example of Filial Piety, Hyo, the Confucian moral norm which can be regarded as components of the collective consciousness though connected with archetypal patterns of behavior of intimacy between parent and child. In regard to the coexistence of multi-religious cultures in Korea the author made a proposal of 'culture spectrum' model for understanding value orientations of person in religious cultures. He identified in case of the Korean 4 types of cultural spectrums: Person with predominantly the Buddhist culture; with the Confucian; with the Shamanist; and with the Christian culture. The author also made an attempt to depict the dynamic interactions of different religious cultures in historical perspectives of Korea. Concepts of mind from the Eastern thoughts were reviewed in comparison with Jung's view of mind. The Dao of Lao Zi, One Mind by Wonhyo, the Korean Zen master from the 7th century, the Diagram of the Heaven's Decree by Toegye, a renowned Neo-Confucianist of Korea from the 16th century and his theory of Li-Ki, were explored and came to conclusion that they represent certainly the symbol of the Self in term of C.G. Jung. The goal of healing is 'the becoming whole person'. Becoming whole person means bringing the person as an individual to live not only within the specific culture but also to live in the world beyond the culture which is deeply rooted in the primordial foundation of human mind.
Journal of The Korean Association For Science Education
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v.44
no.4
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pp.325-341
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2024
This study examined how specific aspects of epistemic cognition are developed in elementary students during modeling activities, using the Apt-AIR framework. The study focused on a class unit titled 'Shall We Find Out What the Landscape of a Riverside Looks Like?' which is part of the land chapter in the third-grade Korean elementary science curriculum. Ambitious Science Teaching (AST) was applied as a teaching strategy to enhance students' model construction. Seven science classes were conducted in line with the core practices of AST, with 29 elementary school students participating in the study. The classes were organized into four stages: initial model composition, inquiry activity, group model composition-sharing, and final model construction. The class activities at each stage were analyzed using both the AIR model, i.e., epistemic aim and value (A), epistemic ideals (I), and reliable epistemic processes (R), and the multi-faceted framework for epistemic thinking from the Apt-AIR framework. The results of the study revealed that in science classes emphasizing modeling activities based on the core practices of AST, the elementary students progressively developed more sophisticated explanatory models that included causal relationships explaining the topographic differences between the upstream and downstream sections of a river. This result was due to their engagement in constructing initial models to describe phenomena, supplementing the initial models using data collected in the model experiment, and participating in discussions to share and evaluate group models. Additionally, from the perspective of the Apt-AIR framework, the aspects of epistemic cognition demonstrated by the elementary students in their modeling activities were appropriate for engaging with cognitive processes related to epistemic aims and values, epistemic ideals, and reliable processes. The other four aspects of the Apt-AIR framework, however, were not performed as effectively. In particular, the application of reliable epistemic processes for knowledge construction required more improvement.
Previous studies of reward programs have generally focused on designing the best programs for consumers and suggested that consumers' perception of the value of reward programs can vary according to the type of reward program (e.g., hedonic vs. utilitarian and direct vs. indirect) and its timing (e.g., immediate vs. delayed). These studies have typically assumed that consumers' preference for reward programs has a positive effect on brand loyalty. However, Dowling and Uncles (1997) pointed out that this preference does not necessarily foster brand loyalty. In this regard, the present study verifies this assumption by examining the effects of consumers' perception of the value of reward programs on their brand loyalty. Although reward programs are widely used by online shopping malls, most studies have examined the conditions under which consumers are most likely to value loyalty programs in the context of offline shopping. In the context of online shopping, however, consumers' preferences may have little effect on their brand loyalty because they have more opportunities for comparing diverse reward programs offered by many online shopping malls. That is, in online shopping, finding attractive reward programs may require little effort on the part of consumers, who are likely to switch to other online shopping malls. Accordingly, this study empirically examines whether consumers' perception of the value of reward programs influences their brand loyalty in the context of online shopping. Meanwhile, consumers seek utilitarian and/or hedonic value from their online shopping activity(Jones et al., 2006; Barbin et al., 1994). They visit online shopping malls to buy something necessary (utilitarian value) and/or enjoy the process of shopping itself (hedonic value). In this sense, reward programs may reinforce utilitarian as well as hedonic value, and their effect may vary according to the type of reward (utilitarian vs. hedonic). According to Chaudhuri and Holbrook (2001), consumers' perception of the value of a brand can influence their brand loyalty through brand trust and affect. Utilitarian value influences brand loyalty through brand trust, whereas hedonic value influences it through brand affect. This indicates that the effect of this perception on brand trust or affect may be moderated by the type of reward program. Specifically, this perception may have a greater effect on brand trust for utilitarian reward programs than for hedonic ones, whereas the opposite may be true for brand affect. Given the above discussion, the present study is conducted with three objectives in order to provide practical implications for online shopping malls to strategically use reward program for establishing profitable relationship with customers. First, the present study examines whether reward programs can be an effective marketing tool for increasing brand loyalty in the context of online shopping. Second, it investigates the paths through which consumers' perception of the value of reward programs influences their brand loyalty. Third, it analyzes the effects of this perception on brand trust and affect by considering the type of reward program as a moderator. This study suggests and empirically analyzes a new research model for examining how consumers' perception of the value of reward programs influences their brand loyalty in the context of online shopping. The model postulates the following 10 hypotheses about the structural relationships between five constructs: (H1) Consumers' perception of the value of reward programs has a positive effect on their program loyalty; (H2) Program loyalty has a positive effect on brand loyalty; (H3) Consumers' perception of the value of reward programs has a positive effect on their brand trust; (H4) Consumers' perception of the value of reward programs has a positive effect on their brand affect; (H5) Brand trust has a positive effect on program loyalty; (H6) Brand affect has a positive effect on program loyalty; (H7) Brand trust has a positive effect on brand loyalty; (H8) Brand affect has a positive effect on brand loyalty; (H9) Consumers' perception of the value of reward programs is more likely to influence their brand trust for utilitarian reward programs than for hedonic ones; and (H10) Consumers' perception of the value of reward programs is more likely to influence their brand affect for hedonic reward programs than for utilitarian ones. To test the hypotheses, we considered a sample of 220 undergraduate students in Korea (male:113). We randomly assigned these participants to one of two groups based on the type of reward program (utilitarian: transportation card, hedonic: movie ticket). We instructed the participants to imagine that they were offered these reward programs while visiting an online shopping mall. We then asked them to answer some questions about their perception of the value of the reward programs, program loyalty, brand loyalty, brand trust, and brand affect, in that order. We also asked some questions about their demographic backgrounds and then debriefed them. We employed the structural equation modeling (SEM) method with AMOS 18.0. The results provide support for some hypotheses (H1, H3, H4, H7, H8, and H9) while providing no support for others (H2, H5, H6, H10) (see Figure 1). Noteworthy is that the path proposed by previous studies, "value perception → program loyalty → brand loyalty," was not significant in the context of online shopping, whereas this study's proposed path, "value perception → brand trust/brand affect → brand loyalty," was significant. In addition, the results indicate that the type of reward program moderated the relationship between consumers' value perception and brand trust but not the relationship between their value perception and brand affect. These results have some important implications. First, this study is one of the first to examine how consumers' perception of the value of reward programs influences their brand loyalty in the context of online shopping. In particular, the results indicate that the proposed path, "value perception → brand trust/brand affect → brand loyalty," can better explain the effects of reward programs on brand loyalty than existing paths. Furthermore, these results suggest that online shopping malls should place greater emphasis on the type of reward program when devising reward programs. To foster brand loyalty, they should reinforce the type of shopping value that consumers emphasize by providing them with appropriate reward programs. If consumers prefer utilitarian value to hedonic value, then online shopping malls should offer utilitarian reward programs and vice versa.
Recently, the proliferation of mobile devices such as smartphones and tablet personal computers and the development of information communication technologies (ICT) have led to a big trend of a shift from single-channel shopping to multi-channel shopping. With the emergence of a "smart" group of consumers who want to shop in more reasonable and convenient ways, the boundaries apparently dividing online and offline shopping have collapsed and blurred more than ever before. Thus, there is now fierce competition between online and offline channels. Ever since the emergence of online shopping, a major type of multi-channel shopping has been "showrooming," where consumers visit offline stores to examine products before buying them online. However, because of the growing use of smart devices and the counterattack of offline retailers represented by omni-channel marketing strategies, one of the latest huge trends of shopping is "webrooming," where consumers visit online stores to examine products before buying them offline. This has become a threat to online retailers. In this situation, although it is very important to examine the influencing factors for switching from online shopping to webrooming, most prior studies have mainly focused on a single- or multi-channel shopping pattern. Therefore, this study thoroughly investigated the influencing factors on customers switching from online shopping to webrooming in terms of both the "search" and "purchase" processes through the application of a push-pull-mooring (PPM) framework. In order to test the research model, 280 individual samples were gathered from undergraduate and graduate students who had actual experience with webrooming. The results of the structural equation model (SEM) test revealed that the "pull" effect is strongest on the webrooming intention rather than the "push" or "mooring" effects. This proves a significant relationship between "attractiveness of webrooming" and "webrooming intention." In addition, the results showed that both the "perceived risk of online search" and "perceived risk of online purchase" significantly affect "distrust of online shopping." Similarly, both "perceived benefit of multi-channel search" and "perceived benefit of offline purchase" were found to have significant effects on "attractiveness of webrooming" were also found. Furthermore, the results indicated that "online purchase habit" is the only influencing factor that leads to "online shopping lock-in." The theoretical implications of the study are as follows. First, by examining the multi-channel shopping phenomenon from the perspective of "shopping switching" from online shopping to webrooming, this study complements the limits of the "channel switching" perspective, represented by multi-channel freeriding studies that merely focused on customers' channel switching behaviors from one to another. While extant studies with a channel switching perspective have focused on only one type of multi-channel shopping, where consumers just move from one particular channel to different channels, a study with a shopping switching perspective has the advantage of comprehensively investigating how consumers choose and navigate among diverse types of single- or multi-channel shopping alternatives. In this study, only limited shopping switching behavior from online shopping to webrooming was examined; however, the results should explain various phenomena in a more comprehensive manner from the perspective of shopping switching. Second, this study extends the scope of application of the push-pull-mooring framework, which is quite commonly used in marketing research to explain consumers' product switching behaviors. Through the application of this framework, it is hoped that more diverse shopping switching behaviors can be examined in future research. This study can serve a stepping stone for future studies. One of the most important practical implications of the study is that it may help single- and multi-channel retailers develop more specific customer strategies by revealing the influencing factors of webrooming intention from online shopping. For example, online single-channel retailers can ease the distrust of online shopping to prevent consumers from churning by reducing the perceived risk in terms of online search and purchase. On the other hand, offline retailers can develop specific strategies to increase the attractiveness of webrooming by letting customers perceive the benefits of multi-channel search or offline purchase. Although this study focused only on customers switching from online shopping to webrooming, the results can be expanded to various types of shopping switching behaviors embedded in single- and multi-channel shopping environments, such as showrooming and mobile shopping.
Overview of Research: Product availability is one of important competences of store to fulfill consumer needs. If stock-outs which means a product what consumer wants to buy is not available occurs, consumer will face decision-making uncertainty that leads to consumer's negative responses such as consumer dissatisfaction on store. Stockouts was much studied in the field of academia as well as practice in other countries. However, stock-outs has not been researched at all in Marketing and/or Distribution area in Korea. The main objectives of this study are to find out determinants of consumer responses such as Substitute, Delay, and Leave(SDL) when consumer encounters out-of-stock situation and then to examine the effects of these factors on consumer responses. Specifically, this study focuses on situational characteristics(e.g., purchase urgency and surprise), store characteristics (e.g., product assortment and store convenience), and consumer characteristics (e.g., brand loyalty and store loyalty). Then, this study empirically investigates relationships these factors with consumers behaviors such as product substitution, purchase delay, and store switching.
shows the research model of this study. To accomplish above-mentioned research objectives, the following ten hypotheses were proposed and verified : ${\bullet}$ H 1 : When out-of-stock situation occurs, purchase urgency will increase product substitution but will decrease purchase delay and store switching among consumer responses. ${\bullet}$ H 2 When out-of-stock situation occurs, surprise will decrease product substitution and purchase delay but will Increase store switching among consumer responses. ${\bullet}$ H 3 : When out-of-stock situation occurs, purchase quantities will increase product substitution and store switching but will decrease purchase delay among consumer responses. ${\bullet}$ H 4 : When out-of-stock situation occurs, pre-purchase plan will decrease product substitution but will increase purchase delay and store switching among consumer responses. ${\bullet}$ H 5 : When out-of-stock situation occurs, product assortment will increase product substitution but will decrease purchase delay and store switching among consumer responses. ${\bullet}$ H 6 : When out-of-stock situation occurs, competitive store price image will increase product substitution and purchase delay but will decrease store switching among consumer responses. ${\bullet}$ H 7 : When out-of-stock situation occurs, store convenience will increase product substitution but will decrease purchase delay and store switching among consumer responses. ${\bullet}$ H 8 : When out-of-stock situation occurs, salesperson services will increase product substitution but will decrease purchase delay and store switching among consumer responses. ${\bullet}$ H 9 : When out-of-stock situation occurs, brand loyalty will decrease product substitution but will increase purchase delay and store switching among consumer responses. ${\bullet}$ H 10 When out-of-stock situation occurs, store loyalty will increase product substitution and purchase delay but will decrease store switching among consumer responses. Analysis: Data were collected from 353 respondents who experienced out-of-stock situations in various store types such as large discount stores, supermarkets, etc. Research model and hypotheses were verified using multinomial logit(MNL) analysis. Results and Implications:
is the estimation results of l\1NL model, and
shows the marginal effects for each determinant to consumer's responses(SDL). Significant statistical results were as follows. Purchase urgency, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty were turned out to be significant determinants to influence consumer alternative behaviors in case of out-of-stock situation. Specifically, first, product substitution behavior was triggered by purchase urgency, surprise, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty. Second, purchase delay behavior was led by purchase urgency, purchase quantities, and brand loyalty. Third, store switching behavior was influenced by purchase urgency, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty. Finally, when out-of-stock situation occurs, store convenience and salesperson service did not have significant effects on consumer alternative responses.
Food service is the major part of franchise business in Korea, accounting for 69.9% of the brands in the market. As the food service industry becomes mature, many franchisees have struggled to survive in the market. In general, consumers have higher levels of expectation toward service quality of franchised outlets compared that of (non-franchised) independent ones. They also tend to believe that franchisees deliver standardized service at the uniform food price, regardless of their locations. Such beliefs seem to be important reasons that consumers prefer franchised outlets to independent ones. Nevertheless, few studies examined the impact of qualify features of franchisees on customer satisfaction so far. To this end, this study examined the characteristics of various quality features of franchisees in the food service industry, regarding their relationship with customer satisfaction and dissatisfaction. The quality perception of heavy-users was also compared with that of light-users in order to find insights for developing differentiated marketing strategy for the two segments. Customer satisfaction has been understood as a one-dimensional construct while there are recent studies that insist two-dimensional nature of the construct. In this regard, Kano et al. (1984) suggested to categorize quality features of a product or service into five types, based on their relation to customer satisfaction and dissatisfaction: Must-be quality, Attractive quality, One-dimensional quality, Indifferent quality, and Reverse quality. According to the Kano model, customers are more dissatisfied when Must-be quality(M) are not fulfilled, but their satisfaction does not arise above neutral no matter how fully the quality fulfilled. In comparison, customers are more satisfied with a full provision of Attactive quality(A) but manage to accept its dysfunction. One-dimensional quality(O) results in satisfaction when fulfilled and dissatisfaction when not fulfilled. For Indifferent quality(I), its presence or absence influences neither customer satisfaction nor dissatisfaction. Lastly, Reverse quality(R) refers to the features whose high degree of achievement results in customer dissatisfaction rather than satisfaction. Meanwhile, the basic guidelines of the Kano model have a limitation in that the quality type of each feature is simply determined by calculating the mode statistics. In order to overcome such limitation, the relative importance of each feature on customer satisfaction (Better value; b) and dissatisfaction (Worse value; w) were calculated following the formulas below (Timko, 1993). The Better value indicates how much customer satisfaction is increased by providing the quality feature in question. In contrast, the Worse value indicates how much customer dissatisfaction is decreased by providing the quality feature. Better = (A + O)/(A+O+M+I) Worse = (O+M)/(A+O+M+I)(-1) An on-line survey was performed in order to understand the nature of quality features of franchisees in the food service industry by applying the Kano Model. A total of twenty quality features (refer to the Table 2) were identified as the result of literature review in franchise business and a pre-test with fifty college students in Seoul. The potential respondents of our main survey was limited to the customers who have visited more than two restaurants/stores of the same franchise brand. Survey invitation e-mails were sent out to the panels of a market research company and a total of 257 responses were used for analysis. Following the guidelines of Kano model, each of the twenty quality features was classified into one of the five types based on customers' responses to a set of questions: "(1) how do you feel if the following quality feature is fulfilled in the franchise restaurant that you visit," and "(2) how do you feel if the following quality feature is not fulfilled in the franchise restaurant that you visit." The analyses revealed that customers' dissatisfaction with franchisees is commonly associated with the poor level of cleanliness of the store (w=-0.872), kindness of the staffs(w=-0.890), conveniences such as parking lot and restroom(w=-0.669), and expertise of the staffs(w=-0.492). Such quality features were categorized as Must-be quality in this study. While standardization or uniformity across franchisees has been emphasized in franchise business, this study found that consumers are interested only in uniformity of price across franchisees(w=-0.608), but not interested in standardizations of menu items, interior designs, customer service procedures, and food tastes. Customers appeared to be more satisfied when the franchise brand has promotional events such as giveaways(b=0.767), good accessibility(b=0.699), customer loyalty programs(b=0.659), award winning history(b=0.641), and outlets in the overseas market(b=0.506). The results are summarized in a matrix form in Table 1. Better(b) and Worse(w) index indicate relative importance of each quality feature on customer satisfaction and dissatisfaction, respectively. Meanwhile, there were differences in perceiving the quality features between light users and heavy users of any specific franchise brand in the food service industry. Expertise of the staffs was labeled as Must-be quality for heavy users but Indifferent quality for light users. Light users seemed indifferent to overseas expansion of the brand and offering new menu items on a regular basis, while heavy users appeared to perceive them as Attractive quality. Such difference may come from their different levels of involvement when they eat out. The results are shown in Table 2. The findings of this study help practitioners understand the quality features they need to focus on to strengthen the competitive power in the food service market. Above all, removing the factors that cause customer dissatisfaction seems to be the most critical for franchisees. To retain loyal customers of the franchise brand, it is also recommended for franchisor to invest resources in the development of new menu items as well as training programs for the staffs. Lastly, if resources allow, promotional events, loyalty programs, overseas expansion, award-winning history can be considered as tools for attracting more customers to the business.
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