• Proceedings of the Korea Technology Innovation Society Conference
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• 2017.11a
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• pp.1279-1279
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• 2017

본 연구는 기업의 기술 유출 및 특허 침해라는 정보 보안 문제 발생 시, 브랜드 기업의 시장 지위에 따라 가해 및 피해 기업에 대한 소비자 반응이 달라질 수 있다는 점에서 착안하였다. 같은 예로 대한민국 국가대표 축구팀이 약팀과의 경기에서 졌을 때, 일부는 경기력을 비난하지만, 일부는 선수 부상, 날씨, 시차 적응 등 상황이 불리했음에도 잘 싸웠다고 평가하는 경우가 있다. 이처럼 어떤 부정적 결과 대해 사람들은 각자 다른 평가를 한다는 맥락에서 기술 유출과 특허 침해와 같은 정보 보안 문제가 발생한 기업에 대해 소비자 인식과 태도는 다르게 나타날 수 있다. 이와 같이 소비자 관점에서 기대와 실제가 불일치한 지각과정을 설명하는 심리적 메카니즘에는 동화-대조 효과가 있다. 본 연구는 기술 유출 및 특허 침해에서 일어나는 소비자 동화-대조 효과를 심리학의 귀인 이론을 통해 설명하고, 이 때 사람들의 귀인 방향이 브랜드 명성이 높을 때와 낮을 때, 기술 유출 경로가 내부자일 때와 내부자가 아닐 때에 나타나는 소비자 반응을 확인하고자 한다. 또한, 이로써 나타나는 소비자 반응을 귀인 이론의 방향성과 메커니즘을 통해 설명하려 한다. 동화-대조 효과에서 나타나는 귀인의 방향성과 소비자 반응 관계를 분석한다면, 추후 기업의 R&D와 기술 개발 전략, 지적 재산권 침해 이후 사태에 대한 대응과 수습에 가이드를 제공할 수 있을 것이라 기대한다.

• Asia Marketing Journal
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• v.9 no.2
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• pp.1-21
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• 2007

This research investigates the role of causal inferences about the endorser's motivation - specifically, dispositional versus situational attributions - and their impact on persuasion of noncelebrity testimonial advertisements. Based on the correspondent inference theory and the relevant literature, it is posited that consumers will generate predictable patterns of attributional responses to testimonial messages, which in turn will influence ad and brand evaluations. An experiment with 335 consumer panelists, after a pilot experiment with the college student sample, has been conducted. Results suggest the greater impact of dispositional attributions than situational attributions on persuasion of noncelebrity testimonial messages and general evocations of situational attributions regardless of the levels of endorser credibility and dispositional attributions. On the basis of the findings from this study, theoretical and practical implications are discussed, as are directions for future research.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.19 no.3
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• pp.69-79
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• 2024

Companies should resolve consumer dissatisfaction and increase brand loyalty by actively identifying the factors of consumer dissatisfaction and proactively responding to expected complaint behavior to induce repurchase. This is a management goal that should be pursued in common regardless of the size of the company. The specific purpose of this study is to find out whether the degree of dissatisfaction differs depending on whether or not consumers' expected performance before purchase and the actual perceived performance after purchase is compared, whether the degree of dissatisfaction affects the type of complaint behavior, which is a subsequent behavior, and whether the attributable behavior has a moderating effect in this process and whether the persistence of the result and the controllability of the cause act as a factor that determines the attribution position. In particular, compared to general companies, venture companies are more likely to overload the information processing ability of managers and are likely to make various irrational errors in decision making, so this study has important academic and practical implications. As a result of the analysis, the negative inconsistency group had the highest degree of dissatisfaction, and the higher the degree of inconsistency, the higher the dissatisfaction. The attributable behavior of unsatisfied consumers had a moderating effect on the degree of dissatisfaction, and the dissatisfaction was significantly higher in the external attributable group than the internal attributable group, which was statistically significant. On the other hand, the persistence of the result had a statistically significant effect on the attribution position, but the controllability of the cause was not. The degree of attributable behavior and dissatisfaction did not affect the type of complaining behavior, showing limited influence. Along with the interpretation of these results, this study presents various implications, especially for small and medium-sized/venture companies that provide new durable products.

• Journal of the Korean Society of Clothing and Textiles
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• v.48 no.4
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• pp.657-672
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• 2024

This experimental study aimed to investigate the determinants of fashion products donation intentions built on two consumer attributions: strategic and value-driven motives. While consumers may perceive that the underlying motivations of a firm's CSR initiatives are to sincerely help society, they may also believe that such initiatives are strategically motivated and that the firm only engages in CSR to improve its corporate image. Therefore, this study tested how extrinsic factors (consumer monetary and non-monetary- benefits for participating in a donation campaign) and intrinsic factors (i.e., altruistic attitudes) influenced perceived value- and strategic-driven motives, which in turn promote donation intentions. An analysis of 268 responses revealed that monetary benefits, such as offering discount coupons, increased consumers'perception of strategic motives, while non-monetary benefits, such as offering a ring and acertificate, enhanced their perception of value-driven motives. In addition, consumers who tended to have a positive altruistic attitude were more likely to perceive value-driven motives, and this orientation also directly increased donation intentions. These findings also confirmed that only value-driven motives promoted donation intentions. However, consumer benefits did not directly affect donation intentions. The findings of this study suggest valuable managerial implications as well as academic contributions.

• Management & Information Systems Review
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• v.36 no.2
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• pp.223-237
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• 2017

This study focus on the effect of switching barrier on negative performance. To suggest the negative effect of switching barrier, we reviewed the researches on service-failure and attribution theory. The model which we present in the research study includes the antecedents and consequences of negative emotions(regret, resentment) that caused by switching barriers. The former factors consist of internal attribution and external attribution. The latter factors consist of acceptance, complain, negative word-of-mouth. Survey research is employed to test these hypotheses. Previous researches, such as service marketing, psychology, have been referenced to measure constructs. We collected data involving various service area, and used 189 respondents to analyze these data with LISREL structural modeling. The hypothesized relationships were statistically significant. Internal attribution had positive effect on regret and external attribution had positive effects on resentment. And then regret had significant effects on acceptance and complain behaviour. Also resentment strongly effects on complain behaviour and negative word-of-mouth. We concluded with managerial implications, including the potential to deeper understanding switching barrier.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.97-114
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• 2019

The relationship quality and recovery of service failures perceived by consumers play an essential role in affecting the service provider's image and sales in terms of the highly involved service industry. In particular, implementation of successful relationship marketing strategies and effective recovery of service failures provide greater satisfaction for customers expecting customized services and reinforce the relationships between the companies and consumers. Based on these previous studies, this research conducted to find out the causal relationship between the variables influencing service recovery expectations and word of mouth(WOM) by approaching the severity of service failures from the perspective of relationship marketing and attribution theory. For the empirical analysis of this research, we conducted a questionnaire surveys of 360 service users of beauty salons, who have experienced in high-involvement services, and utilized 333 questionnaires for the final analysis. The hypothesis was experimented using the Structural Equation Model(SEM), and the results are as follows. First, we identified that the higher the customer perceived the severity of the service failure, the lower the quality of the relationship. Second, we verified that service users observed service failure as a temporary and uncontrollable factor as they distinguished service quality as higher. Third, the hypothesis that customers recognize service failures as a temporary one has a positive impact on service recovery expectation level is determined through empirical analysis. Forth, it was figured out that the higher the perceived quality of the relationship with the service provider, the higher the service recovery level expected by the consumers. At the same time, the hypothesis that optimism for service recovery expectation affects positive word of mouth has been verified. The results of this study help develop the customer-oriented business model of the service companies. Furthermore, the academic significance in that it suggested a new direction for the research of high-involvement service marketing.

• Asia Marketing Journal
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• v.3 no.4
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• pp.90-115
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• 2001

본 연구는 서비스 접점에서 서비스 실패가 일어나는 경우 기업의 복구노력이 고객의 만족에 마치는 영향에 관한 연구이다. 먼저 서비스 실패에 대한 기업의 복구노력이 갖는 의미를 살펴보고, 서비스 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지에 대하여 항공산업을 연구대상으로 기대불일치이론, 정당성이론 및 귀인이론을 적용하여 다양한 관점에서 실증 분석하였다. 특히 기대불일치이론 및 정당성이론에 관한 선행 연구들을 상세히 고찰하고, 이러한 이론적 관점에서 서비스 실패 후 기업의 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지를 다중회귀분석 및 구조방정식 모형을 이용하여 실증 분석하였다. 또한 조직행동론의 연구결과를 이용하여 서비스 실패에 대한 귀인적 추론결과가 소비자의 만족과정에 미치는 영향을 검증하였다

• Journal of the Korea Fashion and Costume Design Association
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• v.22 no.2
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• pp.61-70
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• 2020

This study aims to explore whether the consumers' perceptions of fashion social enterprises' motives for seeking social value affects the consumers' purchase behavior. Specifically, the relationships among the egoistic and strategic driven attribution (ESDA), value-driven attribution (VDA), positive authenticity (PA), negative authenticity (NA), anticipated satisfaction (ANS), and willingness to pay a premium price (WPP) were examined. 151 respondents participated in an online survey. The collected data was analyzed using path analysis. The results revealed that PA, which was positively affected by VDA, was negatively affected by ESDA. However, NA, which was positively affected by ESDA, was negatively affected by VDA. In addition, ANS affecting WPP was influenced by both VDA and PA. In conclusion, this study clearly shows that prioritizing the inherent purposes of social enterprises can lead to more consumers buying products, even though social enterprises set fashion products at higher prices.

• Journal of the Korea Society of Computer and Information
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• v.28 no.10
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• pp.229-239
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• 2023

This study aims to explore the impact of algorithmic price discrimination on negative word-of-mouth (NWOM) through the lens of attribution theory. It also examines the mediating roles of intentional attributions and negative emotions, as well as the moderating effect of price sensitivity. For this study, 772 consumers who had purchased flight tickets completed a questionnaire survey, and the collected data were analyzed and tested using SPSS 27.0 and AMOS 24.0 software. The research findings reveal that algorithmic price discrimination has a significant positive impact on intentional attributions, negative emotions, and NWOM. Specifically, deliberate attributions and negative emotions mediate the relationship between algorithmic price discrimination and NWOM, while price sensitivity positively moderates the relationship between negative emotions and NWOM. Therefore, companies should consider disclosing algorithm details transparently in their marketing strategies to mitigate consumers' negative emotions and implement targeted strategies for consumers with different levels of price sensitivity to enhance positive word-of-mouth.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.6 s.154
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.