• International Commerce and Information Review
• /
• v.15 no.3
• /
• pp.155-173
• /
• 2013

Since the 1990s, Corporate Social Responsibility (CSR) issues have been attracting more and more attention from companies and researchers alike. The purchasing behavior of consumers is directly related to not only a company's financial performance, but also the future development of the company. Much of the previous research regarding CSR has mainly focused on the perspectives of enterprises. This paper aims to study the impact of CSR on purchase intention in three aspects - consumer, company and country. We decided to use Samsung to describe the impact of CSR on consumer purchase intentions in China. The results of this study revealed that CSR has a positive impact on the consumer-company identification, corporate reputation and country of origin image. Consumer-company identification turned out to be amore important moderator between CSR and consumers' purchase intentions than country of origin image and corporate reputation.

• The Journal of the Korea Contents Association
• /
• v.13 no.6
• /
• pp.401-411
• /
• 2013

Selection of profitable research and development (R&D) projects is one of the major factors affecting sustained growth of firms and countries. This paper analyze what influences the knowledge on the business model exerted on selection of a R&D project. A business model converts the technology value to the customer value, and comprehensively describes the target customers for commercializing a new technology, core values, behaviors within organizations, resources, and external partners. Thus, understanding a business model would make R&D project evaluators place the feasibility and profitability of the business above the merits of the proposed technology in evaluating the technology development. To verify this hypothesis, we had 78 R&D project evaluators acquire the knowledge on the business model and measured how their criteria for R&D project selection have changed using the AHP method. The results shows that feasibility and profitability are more important than the merit of proposed technology, especially capability of company and business development are more important than the levels of technology innovation.

• The Journal of the Korea Contents Association
• /
• v.16 no.11
• /
• pp.72-82
• /
• 2016

Various studies have been done in medical service area but they have just focused on the examination of the relationships between cause and effect variables. This study, thus, empirically analyzed qualitative data regarding medical service problems using word cloud technique. The major results of the paper are as follows. The data reveal ten sources in medical service - forced treatment, excess inspection, misdiagnosis, carelessness, inexperienced service, waiting for emergency, reservation problem, unkindness, process problem, and inconvenience. Major words in the category of irrecoverable service failure are misdiagnosis, careless treatment, and inexperienced service whereas those in recoverable service failure are unkind attitude and negative experience in reservation system. Those who experienced a medical service problem are usually engaged in a public act and they make public protests and legal action against very severe problems. The conclusion of this study also suggests a summary, implication, and agenda of the research.

• The Journal of the Korea Contents Association
• /
• v.20 no.2
• /
• pp.424-434
• /
• 2020

The purpose of this study is to investigate the effects of selection factors which include accessibility, trade area, spatiality, convenience, reliability, assurance on satisfaction. Also, the relationship among satisfaction, conversion cost, and reuse intention was examined. The survey was conducted for college students who had used coffee shops in the last month and 247 copies were used for the analysis. The study model was analyzed by the basic statistical analysis, factor analysis, reliability analysis, and structural model analysis using SPSS 18.0 and AMOS 18.0. As a result of analysis, it was confirmed that customer satisfaction was influenced by factors in order of assurance, accessibility, commerciality, reliability, and spatiality. Also, satisfaction and conversion cost have a significant effect on reuse intention. The result shows that the satisfaction of selection factors increases student customer's behavioral intentions and ultimately contributes to the improvement of coffee shop performance. Therefore, a coffee shop targeting college students needs a lot of interest in the taste of coffee, price, various menus and accessibility, trade area, and large space.

• The Journal of the Korea Contents Association
• /
• v.10 no.12
• /
• pp.243-253
• /
• 2010

The competition for telecommunication-broadcasting bundle is under full steam. Even large mobile OS companies like Apple and Google are showing signs of moving into the telecom and broadcasting industry, and it is expected that competition for bundle will become even fiercer. In the light of this situation, this study will show which factors can heighten purchasing intention for bundle and lower expected-discounting rates, seeking its answer in the quality, satisfaction, and brand loyalty to core product. The results of the study show that the brand loyalty to core product affects the customer's purchasing intention positively while lowering expected-discounting rates. This conclusion suggests the importance of a marketing strategy that heightens satisfaction of existing customers who use a single item, which is just as important as strategies to induce switching behavior of the customers of other companies through competitive pricing. Also, the results suggest that rather than appeal to loyal customers through discounts, it is more effective to offer them different benefits or value.

• Journal of Distribution Science
• /
• v.14 no.9
• /
• pp.111-120
• /
• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
• /
• 2013.10a
• /
• pp.575-577
• /
• 2013

The research was aimed at the hotel industry's employees in order to test the efficiency of e-Learning, which is emerging as the alternative training system to the conventional one. The independent variables are the quality of e-Learning, including the qualities of the system, contents, and service of e-Learning, and the learning characteristic factor, including the quality factor of e-Learning, the self-efficacy of the user, learning motivation, and the flow of learning. Furthermore, the intervening variables are its perceived usefulness and the satisfaction factor of the user known as the so-called utility of e-Learning, continuous intention to use in terms of efficaciousness, and the spread of education and training. The dependent variable is customer orientation, known as the ultimate efficaciousness of corporate e-Learning.

• Proceedings of the Korea Inteligent Information System Society Conference
• /
• 2000.11a
• /
• pp.317-324
• /
• 2000

주기적인 연관규칙은 타겟데이터베이스를 일정 단위시간으로 나누었을 때 연관규칙이 만족하는 구간이 일정한 주기마다 발생하는 패턴을 탐색하는 방법이다. 하지만, 이 방법은 엄격한 주기를 가지도록 하여 실제 데이터에 그대로 적용하기가 어려웠다. 예를 들이 편의점 데이터에서 매일 오전 7시-8시 사이에 주기적으로 발생하는 연관규칙을 발견할 때, 이러한 연관규칙을 주기적인 연관규칙이라고 한다. 하지만, 실제 데이터에서는 날씨와 같이 사람의 행동에 영향을 미치는 다른 요인 때문에 항상 일정한 주기를 가지는 연관규칙을 찾기는 어렵다. 본 논문에서는 주기가 일정하지 않은 연관규칙을 찾기 위해서 연관규칙의 주기성을 허용 오차를 포함하며 재정의하고, 오차를 허용하기 위한 탐색 알고리즘을 보완하였다. 반면에, 오차를 허용함으로써 오차를 허용하지 않는 경우보다 더 많은 주기성을 찾을 수 있을 뿐만 아니라, 동일한 주기를 가지지만 오프셋이 다른 여러 개의 비슷한 주기가지 찾게 되어 사용자가 의미 있는 연관규칙을 찾는데 방해가 된다. 본 논문에서는 이를 해결하기 위해서 오차를 허용하는 주기적 연관규칙의 오차의 정도를 측정하기 위한 단위로 집중도(intensity)와 경향성(tendency)을 제안한다. 주기적 연관규칙이 매 주기마다 정확한 세그먼트에 나타나는 정도를 나타내는 집중도와, 최소 평균오차를 의미하는 경향성을 이용하여 유사한 주기들 중에서 대표주기만을 찾을 수 있도록 한다. 또한, 오차를 허용하는 주기적 연관규칙에서 오차가 주로 발생하는 패턴을 분석함으로써 고객들의 수요 경향성을 더 잘 파악할 수 있다. 예를 들어, 평소에는 매일 오진 7시∼8시에 나타나던 연관성이 지각하는 사람들이 같은 월요일에는 1시간 늦은 8시∼9시에 나타난다는 오타 정보까지 파악할 수 있다. 이러한 월요일마다 1시간 늦게 나타나는 오차의 경향성을 나타내는 오차 주기(error cyc1e)를 이용함으로써 고객들의 수요의 경향성을 좀 더 세밀한 부분까지 파악할 수 있게 해 준다.

• Journal of Korea Society of Industrial Information Systems
• /
• v.25 no.4
• /
• pp.101-115
• /
• 2020

It is very important for companies to form a strong brand resonance to maximize profits, attract new customers, and prevent them from leaving existing customers. In this study, we examined the relationship between brand awareness factors and brand attachment leading to brand identity cognition, brand performance, and brand emotion, and verified how brand attachment plays a role in shaping brand resonance. As a result, it was confirmed that brand emotion among brand awareness factors is a key factor affecting brand attachment and forming brand resonance. In addition, if the perception of brand identity is established until the true brand resonance of consumers is established, they will experience the true value of the brand through differential performance on the brand, and further increase the emotional response of consumers. This led to deep solidarity with the brand and consumers through attachment to the brand, interacting with the brand and showing high brand empathy behavior.

• Journal of Korean Society for Quality Management
• /
• v.47 no.3
• /
• pp.615-630
• /
• 2019

Purpose: Based on the theory of "Stimulus-Organism-Response" (S-O-R), this thesis takes customer forgiveness as a medium variable to explore the impact of merchant service remedy on customer behavior intention in the context of online shopping service failure. This thesis divides the merchant service remedy into two dimensions: spiritual recovery and material recovery, and reveals the influence difference of different merchant service remedy methods on customer behavior intention and the mediating role of customer forgiveness. Methods : 325 questionnaires were distributed and 307 valid questionnaires were collected for data analysis. The relationship between potential variables is proposed by using Structural Equations Modeling. Results : The two dimensions of service recovery have significant positive impact on customer forgiveness, and physical recovery has greater impact on customer forgiveness. In the influence of physical recovery on customer behavior intention, customer forgiveness is a partial mediating effect. However, in the influence of spiritual recovery on customer behavior intention, customer forgiveness is a complete mediating effect. Conclusion : In case of service faults, merchants should take the initiative to provide appropriate physical recovery and provide spiritual recovery sincerely and patiently. Only in this way can they regain good impression in the hearts of consumers and promote them to improve the quality of service recovery, so as to increase their willingness to repurchase Intention and positive word of mouth.