• International Area Studies Review
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• v.15 no.2
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• pp.225-245
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• 2011

This study investigates the effects of justice dimensions on negative emotion, consumer satisfaction after service recovery, repurchase intention and word-of-mouth intention in a context of service recovery. Behavioral intentions(repurchase intention and word-of-mouth intention) are critical to the discount store sellers' survival and success. The research model is an extension of previous studies, especially considering more recent developments in the service recovery literature. A survey using 458 customers in China was conducted, confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the discount store business can be ensured. The results suggest that all three dimensions of justice had negative effects on negative emotion, had positive effects on satisfaction after service recovery. Negative emotion had negative effects on recovery satisfaction. Recovery satisfaction had positive effects on repurchase intention and word-of-mouth intention. Finally, this study suggests the implications of these findings and offers directions for future research.

• Journal of Korean Library and Information Science Society
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• v.35 no.4
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• pp.129-147
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• 2004

This study is to investigate extensively the negative word-of-mouth responses and intentions of the public library users. It selects and analyzes empirically some of the antecedents of the complaining behaviors including severity of dissatisfaction attitude toward complaining, difficulty of the complaining, likelihood of success, product/service importance, external attributions, loyalty, and former experience of complaining. Final data through questionaries are obtained from 497 unsatisfied adult public library users in Taegu Metropolitan City, 443 of them analysed with SPSS 12.0 for Windows.

• The Journal of the Korea Contents Association
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• v.11 no.9
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• pp.267-274
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• 2011

The purposes of the study is builded upon previous researches to set up research model and investigate the relationship among store image, customers' emotional responses and behavior intention. For achieving study purposes, research model and hypotheses were set up after reviewing previous researches. The data were collected from a sample of 296 customers of department store, then used to conducted an empirical analysis. The results showed the significant relationship were partially found among store image, emotional responses and behavior intention. Objective store image influence positive emotions, indirectly influence behavior intention through positive emotions, but objective store image don't influence negative emotions. Subjective store image influence shoppers' positive emotions and negative emotions, and indirectly influence shoppers' behavior intention through positive emotions and negative emotions. This study has provided a variety of theoretical and practical implications for retailers to set up marketing strategies.

• 한국노년학
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• v.37 no.3
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• pp.763-781
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• 2017

This study explores the relationship between indirect contacts of older adults and ageism related behaviors by investigating adults' exposure to portrayals of older people and their images in media. This study also investigates how indirect contacts of older adults influence ageism related behaviors such as avoidance and discrimination against older adults through attitudes and social norms about older adults. Using an online survey collected from 252 adults aged 18-64 years, the authors found that indirect contacts of older adults through media predicted attitude toward older adults as well as social norms. The results also revealed that social norm predicted both avoidance and discrimination behavior against older adults while attitude toward older adults only predicted avoidance behavior. Finally, the findings indicated that attitude toward older adults mediated the relationship between indirect contacts through media and avoidance behavior. However, social norm mediated the relationships between indirect contacts through media and discrimination as well as avoidance behaviors. Implication and limitation of the findings are discussed.

• Journal of Digital Convergence
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• v.12 no.7
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• pp.123-132
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• 2014

This study examines the influence of the physical environment on tourist's emotional response and behavioral intention in the tourist destination. The research was mainly performed in leading tourist destinations of Busan Metropolitan City (Haeundae, Gwanganri & Songjeong area) by the sampling survey method in April-May 2013. The results demonstrate as follows. Firstly, the tourist's convenience and amenity in physical environments have significant impacts on the negative feeling of emotional response, but attractiveness did not influence in negative feeling. By contrast, the attractiveness and amenity the a of physical environments give significant impacts on the positive feeling of emotional response but convenience did not work in positive response. Secondly, both positive and negative feeling of emotional responses give meaningful impacts on Tourist's behavior intention. According to the meaningful relationship between physical environment and emotional response, the regional characteristics and effective marketing management of tourism resource and preparedness should be considered in setting up tourist facilities.

• The Journal of the Korea Contents Association
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• v.12 no.12
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• pp.761-770
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• 2012

The purposes of the study is builded upon previous researches to investigate the relationship among store's physical environment, customers' emotional responses and behavior intention. For achieving study purposes, research model and hypotheses were set up after reviewing previous researches. The data were collected from a sample of 659 consumers of korea and china department stores, then used to conduct an empirical analysis. The results showed: First, the significant relationship were partially found among store's physical environment, emotional responses and behavior intention, design factor, social factor of store' physical environment both influence shoppers' positive emotions, indirectly influence shoppers' behavior intention through positive emotions, and social factor influence shoppers' negative emotions, indirectly influence shoppers' behavior intention through negative emotions. Second, the results also showed that they are different between korea and the china customer. Therefor, this study has provided a variety of theoretical and practical implications for global retailers to set up marketing strategies.

• Journal of Global Scholars of Marketing Science
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• v.15 no.3
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• pp.169-186
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• 2005

This paper investigates how In-store crowding influences behavioral intention with mediating consumer emotion within store. We performed covariance structural analysis based on 486 subjects on family restaurants. The results showed that perceived In-store crowding negatively influences positive-customer emotion and positively influences negative-customer emotion. In addition, In-store crowding on intention to behavior channeled through consumer emotion. Finally, we discuss the results of analysis and suggest research limitation and future study.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.10 no.1
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• pp.153-165
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• 2015

The purpose of this research is to verify that how Emotional Labor of surface acting and deep acting influences on work engagement and job burnout, effect on turnover intention, and customer orientation. It studies the effect of reward on manager at support centers for startup. The results of the study are that the surface acting do not influence on work engagement and job burnout and the deep acting has positive influence on work engagement and negative influence on job burnout. The work engagement has negative effect on turnover intention and affirmative effect on customer orientation. The reward can control work engagement and customer orientation of practicians at support centers for startup. This study decribes academic and practical meanings based on these results.

• 한국벤처창업학회:학술대회논문집
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• 2016.04a
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• pp.180-184
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• 2016

본 연구에서는 예비창업자의 심리적 특성 중 실패에 대한 두려움이 계획된 행동모델의 변수들을 매개로 하여 미래의 창업의도에 미치는 영향을 살펴보았다. 창업의도와 관련된 기존의 선행연구들은 많이 있었으나 주로 창업성공에 영향을 미치는 요인, 창업의도를 높이는 요인을 중심으로 연구가 진행되고 있음을 발견하였다. 이에 본 연구에서는 실패에 대한 두려움이 기업가적 활동을 수행함에 있어 본질적으로 내재되어 있는 요인임에도 불구하고 상대적으로 연구에서는 소홀하게 다루어졌던 것에 주목하여 실패에 대한 두려움을 측정하는 PFAI(Performances Failure Appraisal Inventory) 척도를 사용, 예비창업자의 실패에 대한 두려움이 창업의도에 미치는 영향을 창업에 대한 태도, 주관적 규범, 행동의도 등을 매개로 하여 실증하였다. 또한 실패에 대한 두려움을 상쇄시키는 역할로써 창업교육의 효과성을 살펴보았다. 이를 위해 서울 시내 대학생들을 중심으로 구조화된 설문지를 이용하여 자료를 수집 하였고, 수집된 자료는 AMOS 18.0 프로그램을 사용하여 분석하였다. 연구결과는 다음과 같다. 첫째, 실패에 대한 두려움은 창업에 대한 태도와 주관적 규범에 각각 부(-)의 영향을 미쳤다. 둘째, 창업에 대한 태도와 주관적 규범은 창업의도에 정(+)의 영향을 미치는 것으로 나타나 선행연구와 일치하는 결과를 보였다. 셋째, 실패에 대한 두려움은 창업의도에 직접적인 영향을 미치기보다는 계획된 행동모델의 구성요소인 창업에 대한 태도와 주관적 규범을 매개로 하여 각각 영향을 미쳤다. 넷째, 창업교육이 실패에 대한 두려움과 창업의도와의 관계를 조절하는지 분석한 결과 창업교육을 수강한 집단에게서 실패에 대한 두려움이 창업에 대한 태도와 주관적 규범에 미치는 부정적인 영향이 더 크게 나타났다.

• The Journal of the Korea Contents Association
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• v.20 no.9
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• pp.332-343
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• 2020

As a study on the purchase intention of digital music, the research applied the Extended Model of Goal-directed Behavior(EMGB) with the perceived value and empirically evaluated the impact of variables such as attitude, subjective norms, positive and negative anticipated emotions, perceived behavioral control and desire on the purchase intention. The study was conducted using a survey data collected from valid questionnaires of 342 copies aimed at Chinese mobile music application users and employed the structure equation model. The findings indicate that attitude, negative anticipated emotions, perceived behavioral control towards digital music purchasing and the frequency of past behavior positively influenced users' desire for digital music purchasing. Another result has been confirmed that perceived value, which was an added variable, showed a significant impact on attitude. Along with the frequency of past behavior and desire, perceived value also exerted positive influence on purchase intention.