• Management & Information Systems Review
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• v.36 no.4
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• pp.187-209
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• 2017

Service industry performance and competitive advantage depend on the attitudes and behavior of customer service employees who produce and deliver services through contact with customers. Most studies on customer service employees so far have concentrated on kindness, attitudes, or benefits. This study focuses on the increasing importance of customer service employees and intends to study them from the viewpoint of human brands that recognize customer service employees as a brand. In addition to the role of the employee at the service contact point, the customer participation behavior affects the interaction process with the customer service employee. Ultimately, customers could no longer be excluded from control to improve service quality. This study based on theory that the human brand characteristics of the customer service employees lead the customer's participation, which has a positive effect on the relationship with the service brand and the service brand attitude surveyed and analyzed customers who use service brand. This study is summarized as follows. First, the relationship between the service brand and the customer is examined. Second, this study also expands prior studies by examining the human brand characteristics of customer service employees and customers' willingness to participate in providing information on the impact of the consumer-brand relationship. The results of the study indicate that among the customer service employees' human brand characteristics reliability, familiarity, and empathy were found to affect the relationship between customers, the service brand, and the attitude toward the service brand the most. This study provides important implications for theoretical and practical strategies by examining the qualities and characteristics of customer service employees, which are the most important agents of marketing.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.5
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• pp.1845-1855
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• 2010

The brand consulting for paving the way for overseas-based companies to develop local brands includes many processes such as the analysis of local markets and consumers, the analysis of in-and-out circumstances including the diagnosis of corporate competence and resource, the establishment of brand strategies, the development of brand concepts, and the development of design, which should be performed before the eventual launch of overseas markets. So, the success of overseas-based brand consulting just depends on coworking(i.e., consortium) by brand experts from international marketing, design to local-overseas brand rights which have been barely touched upon by the brand experts. This study aims to present brand consulting framework and to support the development of local-fit brands when the small and medium industries, esteemed relatively less compatible than conglomerates, expand their business in the non-English-speaking countries. This study also includes the results of a demand inquiry on the local fit brand targeted for SMEs. As a brand consulting framework which has been performed at work sites through the accumulated many year's trial and error, it could be a significantly meaningful guidance for the brand experts who perform local-fit brands consulting and the SMEs who look for overseas-based brand consulting.

• The Journal of the Korea Contents Association
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• v.22 no.10
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• pp.291-308
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• 2022

The purpose of this study is to suggest an effective marketing method for product advertising. With regards to this, 148 copies of survey data were collected from consumers, and the hypothesis of this study was verified using SPSS 25.0. The results revealed that (1) Human Brand attractiveness had a positive effect on Human Brand attachment among the products of low involvement. (2) The uniqueness and the intimacy of Human Brand had a positive effect on Human Brand attachment among the products of high involvement. Through this study, the effect of reliability, expertise, attractiveness, uniqueness, and intimacy among human brand characteristics on human brand attachment, human brand attitude, and product purchase intention was confirmed, and it was also possible to confirm the difference in influence on human brand characteristics and purchase intention according to the product characteristics involved. This study has expanded the research scope of Human Brand, which has been studied mainly by entertainers and entrepreneurs, to sports stars and through empirical analysis, it has tried to identify influencing factors to improve purchasing intent based on high and low-contention characteristics of advertising products.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.5
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• pp.170-179
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• 2019

Following the uprise of the Korean Wave, Korean big entertainment corporations, such as SM or YG, are selling cultural products through their subsidiaries. These cultural products or 'cultural goods' are using artists' images of the entertainments for various products including stationary, consumer electronics, cosmetics, snacks, etc, to produce significant profits. We focused on the level of marketing strategy that affects the intention of purchase of those cultural goods. Specifically, we classified three levels including product-level(quality and design), brand-level(price and brand name), and corporate-level(merchandising and sales methods) and investigated if consumer nationality has any effects on the relationship. Based on the survey results performed by 220 Korean and Chinese college students, we found that Chinese consumers generally have higher intention to purchase on Korean cultural goods. Especially, Chinese consumers showed that their purchase intention is affected by price and brand name strategies, thus we found that they are more sensitive to brand-level marketing strategies.

• Journal of Global Scholars of Marketing Science
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• v.16 no.3
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• pp.61-86
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• 2006

The main purpose of this study is to conceptualize and investigate the relationships between the antecedents and outcomes of customer satisfaction and the linking variables of brand preference and repurchase intention in service industries. To achieve this objective, the study tries to validate the structural equation model and causal relationships among the model's elements involving antecedents to customer satisfaction(perceived quality, value, equity), consequences(brand preference, repurchase intention), and moderating variable/switching cost, customer loyalty). Empirical findings are as follows: First, the effect of two antecedents/perceived quality and value) on customer. satisfaction was accepted but perceived equity was rejected. Second, I found out that there were direct or indirect relationships between the mediating variables/switching cost, customer loyalty, brand preference) and repurchase intention. This means that the proper management concerned with indirect path is probably more important for the success of services industries. Third, the direct effects of customer satisfaction and switching cost on repurchase intention were not significant against the existing studies excepting brand preference. This implies that repurchase intention was mainly intensified by the indirect path, 'customer loyalty${\rightarrow}$brand preference${\rightarrow}$repurchase intention' and 'switching cost${\rightarrow}$brand preference${\rightarrow}$repurchase intention.' The service marketers make efforts not only to strengthen the direct casual linkage but also to consolidate the indirect connections leading to create repurchase intention. Finally, the proper management of these structural relationships will help clarify the role of service marketer resulting in increasing sustainable competitive advantage in service industries.

• Journal of Global Scholars of Marketing Science
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• v.17 no.1
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• pp.1-21
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• 2007

This study seeks to understand the effects of information search activities and brand image on the hotel patronage intention based on the theory of reasoned action. First, it investigates the influence of attitude formed about hotel on the patronage intention. Second, it seeks to develope an alternative to TRA by looking into the effects of hotel image variable on hotel-specific attitude and patronage intention and attempts to substantiate the role of brand image as a substitute to subjective norm to increase the TRA's explanatory power. The main finding of this study are as follow; First, out of the three components of cognitive evaluation of hotel (human service, physical service and information service), human and physicial services were found to have significant influence on patronage intention. Brand image was found to exert notable influence on attitude toward hotel as well as patronage intention. Remarkably, the finding that brand image positively enhanced the TRA model sheds new strategic insight as to the usefulness of brand image as an alternative to overcome the TRA's limitation stemming from subjective norm. Third, it was learned that study subjects gave more weight to external information sources such as TV, radio, newspaper, magazine, and internet than to internal sources such as individual knowledge, experience or self image.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.1
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• pp.295-306
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• 2010

The company have get the most out of coupon that is very useful to draw on consumer with sensitive the price, low the br loyalty to induct the direct buying intention. The effect of the coupon is a hard fact to an aid of working out successful strategy by the results that many scholar studied for long time. But the results of research was centered upon examining to influence br image company's sales, gains for guessing exchange action of coupon. Antecedent researches of our country is a lot of coupon combination discount card for drawing on revisiting making new consumer. The purpose of the study is to identify how to influence br familiarity br image into intending purchase revisiting by coupon property. In this study, collage man, worker located in Seoul Kyunggi province were sampled by convenience sampling. As a result, Br familiarity br image affect affirmatively intending purchase revisiting by coupon property.

• Journal of Korea Entertainment Industry Association
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• v.13 no.3
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• pp.351-361
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• 2019

The objective of this article is to identify an alternative strategy for brand marketing through a case study of the Korean boy band BTS, which has recently seen a huge success in the global music scene. BTS has actively used transmedia storytelling as a tool to survive in the competitive music market. Transmedia storytelling refers to stories that are expanded across different media platforms, engaging audiences to explore from one medium to another to undergo multiple experiences. It gives audiences various ways of enjoying cultural content and participating in cultural content production through numerous media outlets. BTS has established and spread its fictional universe through albums, music videos, short films and webtoons, and has launched diverse projects where fans actively share, create, and play with their content. By inviting fans to actively participate in and interact with the BTS universe spreading through multiple media platforms, BTS can keep its fans engaged and energized. These activities have generated an emotional bond between BTS and their fans, which further leads to a worldwide fandom, based not on a producer-customer relationship but on mutual trust. The BTS case demonstrates the potential of transmedia storytelling as a useful benchmark to provide a positive brand experience for customers, which eventually enhances brand attachment and brand loyalty.

• The Journal of the Convergence on Culture Technology
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• v.6 no.3
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• pp.111-116
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• 2020

This is a case study of corporate culture marketing to commemorate the 10th anniversary of the death of Steve Jobs on October 5, 2021. Corporate culture marketing seeks to derive cultural consumer values through Steve Jobs' fandom, and to increase corporate brand image and achieve profits. According to Big Data, Steve Jobs' brand image was derived from 'Innovation', 'First', 'Creativity', 'Change', and 'Design'. So, the relationship between Spigen convergence culture space 'SpigenHall', which is highly related to Steve Jobs' brand image, and the opera , which is made of the material of former Apple CEO Steve Jobs, is analyzed with big data and culture. We investigated the opinions of content experts. SpigenKorea and the digital opera are designed to provide Steve Jobs' story of joy and sorrow, offer VIP members' premium services, press publicity is 'the first in Korea', GangNam's suitable for famous celebrity performance venues and cultural and artistic venues 'SpigenHall', the revenue of the performance ticket was selected as a donation. This study is suitable for researching the life story of male CEOs and planning a cultural city. The limitations of the study need to analyze various works by genre and attempt to analyze consumer values according to the industry.

• Journal of Digital Convergence
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• v.10 no.3
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• pp.39-49
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• 2012

The purpose of this study is to analyzed that the perceived price and VMD fitness of the SPA(speciality store retailer of Private label Apparel) brand characteristics impacts on multidimensional commitment consist of affective commitment, calculative commitment and behavioral commitment. Using SPSS 18.0 and AMOS 18.0 by structural equation modeling analysis, we found that perceived price have effects on affective commitment, behavioral commitment and calculative commitment significantly, and VMD fitness have effects affective commitment significant only. Affective commitment and calculative commitment on behavioral commitment was affected significantly. Through this study we found that perceived price and VMD fitness SPA brand maintaining relationships between the consumer and the seller are an important factors.