Journal of the Korean Society of Clothing and Textiles
/
v.30
no.2
s.150
/
pp.245-254
/
2006
The purposes of this study were to identify the perceived difference of salesman's service and relationship benefit according to types of customers, to explain the effects of salesman's service and relationship benefit on buying satisfaction and repurchase intention, and to reveal the influences of satisfaction with purchase on repurchase. The data were collected from 318 female adults in Gwangju using a questionnaire to salesmen's service, relationship benefits, buying satisfaction, repurchase intention, and were analysed with factor analysis, t-test and regressive analysis with SPSS 10.0. The results of this study were as follows: 1. The regular customers perceived a significantly higher salesmen's services and relationship benefits than irregular customers. 2. In regular customers, 'knowledge of products', 'etiquette' and 'confident benefits' had a significant influence on buying satisfaction. 'Confident benefits' had a significant influence on repurchase intention. Tn irregular customers, 'etiquette', 'easiness' and 'confident benefits' had a significant influence on satisfaction with purchase. 'Knowledge of products', 'easiness' and 'confident benefits' had a significant influence on repurchase intention. 3. Satisfaction with purchase had a significant influence on repurchase intention in both regular/irregular customers.
Journal of the Korean Society of Clothing and Textiles
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v.32
no.1
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pp.45-54
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2008
The purposes of this study are to examine consumer's perception about salesperson services of fashion stores, and how salesperson services influence on consumer's satisfaction, repeat purchase intention by price perception. The data was obtained from a survey of 420 fashion product consumers in their 20's living in Gwangju city in 2006. It was analyzed by factor analyses, reliability, frequency, T-test, regression. The results of the survey were: 1) Salesperson service dimensions perceived by fashion product consumers were 4 dimensions: Customer service orientation,. Relationship orientation, Reliability & sales ability, Salesperson's appearance. 2) Salesperson services influenced on satisfaction of high price perception group and low price perception group. 3) Satisfaction and salesperson service importance influenced on repeat purchase intention of high price perception group and low price perception group. 4) The difference of salesperson services perceptions by store types were examined. The findings of this study are expected to help fashion stores make successful relationship strategy according to price strategy and keep the relationship with their customers for a long time in fashion retail setting.
Journal of the Korean Society of Clothing and Textiles
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v.31
no.4
s.163
/
pp.540-550
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2007
The study investigated the effect of shopping orientations of male and female consumers on the attitude toward sales clerk's service and shopping environments. The subjects of the study were male and female consumers who were residents in Seoul. Among the 400 distributed questionnaires, 364 questionnaires were used for data analysis. Statistical analyses used for the study were cluster analysis, t-test, ANOVA, Duncan's multiple range test, and $X^2-test$. The results showed that shopping orientations of male and female consumers had 6 factors: pleasure, economic, store loyal, planned, convenience, and impulsive. These 6 factors were classified into 5 groups by cluster analysis: pleasure/impulsive group, planned group, economic/ convenient group, planned/store loyal group, and low interest group. In regard to the differences among the five shopping orientation groups, the result showed that the groups were significantly different concerning the attitude toward sales clerk's service and shopping environments. In addition, male and female consumers were significantly different in shopping orientations, and the attitude toward sales clerk's service and shopping environment. For example, female consumers sought more pleasurable shopping while male consumers sought more store loyal shopping. Based on the findings of this study, the marketing strategies can be developed fur the specific segmented groups.
Journal of the Korean Society of Clothing and Textiles
/
v.25
no.6
/
pp.1155-1166
/
2001
The purposes of this research were 1) to identify shopping orientation according to customer's personality type, 2) to examine perceived importance of service and satisfaction of service related to customer's personality type, 3) to find the relationships of evaluation of salesperson's service and re-purchase intention in each of customer's personality types. The data were collected via self-administered questionnaires from 434 female formal wear shoppers. and were analyzed by frequency, factor analysis, ANOVA, Chi-square test, and multiple regression analysis. The results of this study were as follows: Shopping orientations varied according to customer's personality type. E type had stronger Hedonic/self-confidence than I type, F type had higher Depending decision making than T type and P type had higher Quick decision making than J type. And service items satisfied the customers with a certain personality type. E type was satisfied with timely and proper A/S, not forcing to purchase and trustful behavior of salesperson more than I Type was. And also with expertise, individualized care, polite attitude, and merchandising promotion. N type was satisfied with individualized care more than S type was. A service evaluation criterion affected the re-purchase intention for a customer with a certain personality type. Customer's convenience in E. I. S, N, T, F, J types had a significant effect on re-purchase intention. And Expertise/ care in E, N, T, J types had a positive effect on re-purchase intention. also Politeness in E, I, S, N, T, J, P types did. But in only E type, Merchandising promotion affected re-purchase intention.
Journal of the Korean Society of Clothing and Textiles
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v.33
no.12
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pp.1862-1872
/
2009
This study identifies the apparel shopping value segments of Korean and Chinese college students to examine the differences in the importance of apparel store attributes. Data from 504 questionnaires filled out by college students from Seoul and Beijing were used for statistical analysis. The four segments of apparel shopping values are, hedonic shopping segment, low involvement shopping segment, high involvement shopping segment, and utilitarian shopping segment. In the high involvement shopping segment, Korean respondents considered store atmosphere, convenience, and the services of salespersons to be more important than the other segments. Chinese respondents in both the hedonic shopping segment and high involvement shopping segment considered store atmosphere more important than the other segments. Korean respondents considered store service more important than the Chinese respondents in the hedonic shopping segment, but Chinese respondents were more likely to consider store convenience to be more important than Korean respondents. In the low involvement shopping segment, Korean respondents considered store atmosphere, store services, and the selection of goods more important than Chinese respondents did. In the high involvement shopping segment, Korean respondents considered the services of salespersons to be more important than the Chinese respondents but the Chinese respondents evaluated store convenience as more important than Korean respondents. In the utilitarian shopping segment, Korean respondents were more likely to consider store service, the selection of goods, and services of salespersons more important than Chinese respondents did.
Successful management of distributors is crucial for the success of multi-level marketing (MLM) because MLM sells products and services through distributor networks. The present study examines the impact of the up-line distributors' transformational leadership on down-line distributors' entrepreneurship, market orientation, and performance. The proposed research questions were examined based on a survey of 135 down-line distributors working at the largest domestic MLM company. A mediation mechanism was found that the up-line distributors' transformational leadership increases the down-line distributors' entrepreneurship and market orientation, which in turn influences their performance. Based on the findings, the present study suggests the importance of transformational leadership in MLM. Practical implications for the roles of transformational leadership and its impact on corporate management in specific business areas are also discussed.
The purposes of this study was to exploit the differences on recognition for the service provided between salespeople and customers who have purchased fashion apparels and garments at the department stores, and to suggest the educational direction of salespeople in order to enhance competitiveness and to increase customers' satisfaction. Data were obtained from 297 apparel salespeople working at 6 department stores and 285 customers of department stores in Daegu. Statistics used for data analysis were frequency, mean, t-test, ANOVA, and regression analyses. The important factors which affected the purchase of fashion products, in order of importance, were information ability, credibility and service quality of salespeople. But the service quality recognized by customers was lower than that by salespeople. It can be said the salespeople have to make every effort that customers feel comfortable and certain for the service provided. There were significant difference on the service provided by salespeople, as well as service quality recognized by customers in accordance with gender, marital status, age, level of education, and annual fashion apparel expenses.
The study focuses on verifying the effects of service education and empowerment on job satisfaction, job performance, and customer orientation. 290 salespeople working for fashion companies participated by completing a survey. The collected data was then analyzed with SPSS 16.0 and AMOS 7.0. Structural equation modeling was used to examine the goodness of fit. Looking at the results of this study, the service education of salespersons in fashion companies was shown to affect their level of satisfaction with their compensation, whereas empowerment affected their psychological satisfaction. These findings indicate that the service training and empowerment as experienced by salespersons working for fashion companies affect their customer orientation and job performance. Specifically, psychological satisfaction as part of the overall level of job satisfaction was found directly to affect their customer orientation, whereas their satisfaction with their compensation did not affect their customer orientation. Customer-orientation as influenced by service education and empowerment was revealed to have direct effect on job performance. The results of this study indicate that the service education of salesperson working for fashion companies and their level of empowerment create job satisfaction and customer orientation in these individuals. This study will be a valuable source of information for those who create salesperson empowerment programs and salesperson management strategies for fashion companies. Such programs and management strategies can facilitate efficient job performance by salespersons working for fashion companies and increase their level of job satisfaction.
Conceptualization of store image have been suggested in the past by many marketing scholars. The dominant perspective about store image is treated as the results of a multi-attribute model. Store image is expressed as a function of the salient attributes of a particular store that are evaluated. Though, there is a little confusions about what elements compose the store image, most scholars agree that merchandise, service, atmosphere, physical facilities, comfort, and location are generally accepted elements as store image. A considerable researches support that shopping can provide both hedonic and utilitarian value. Hedonic shopping value reflects the value received from fantasy and emotive aspects of shopping experience, while utilitarian shopping value reflects the acquisition of products. These two types of shopping value can affect shopping satisfaction. This study examines the relationships among stores images(store atmosphere, salespeople services, facilities, product assortment, and store location), shopping values(utilitarian shopping value and hedonic shopping value), and shopping satisfaction based on discount stores (E-Mart, Home plus, and Lotte Mart). The author hypothesized that five store image components affect shopping values, and these shopping values affect shopping satisfaction. The author focused on the roles of perceived retail crowding between these relationships. Specifically, the author hypothesized that perceived retailing crowding moderated the relationship between shopping values and shopping satisfaction. The author also hypothesized the direct effect of perceived retail crowding on shopping satisfaction. Finally, the author hypothesized that five store image components affect directly shopping satisfaction. Research model is presented in
. To test model and hypotheses, data were collected from 114 consumers located mid-size city in local area. The author employs PLS methodology (SmartPLS 2.0) to test hypotheses. Data analysis results indicate that among five store images salespeople services, and store location affect utilitarian shopping value. Store atmosphere, salespeople services, and store location affect hedonic shopping value. Two shopping values affect shopping satisfaction. Hedonic shopping value affect more shopping satisfaction than utilitarian shopping value. Data analysis results is presented in
. The author examines the moderating effects of perceived retail crowding between shopping values and shopping satisfaction. Results indicate that there are no moderating effects between shopping values and shopping satisfaction. Moderating effects of perceived retail crowding between utilitarian shopping value and shopping satisfaction are presented in
. Moderating effects of perceived retail crowding between hedonic shopping value and shopping satisfaction is presented in . The author examines the direct effect of perceived retail crowding on shopping satisfaction. Results are presented in
. The author analyzed the relationship between perceived retail crowding and shopping satisfaction using WarpPLS 3.0 which can analyze the non-linear relationship. Result indicates that perceived retail crowding affects directly shopping satisfaction and there is a non-linear relationship between them. Among five store image components, store atmosphere and salespeople services affect directly shopping satisfaction. The author describes about the managerial implications, limitations, and future research issues.
Trust is central to human relationships, at all times and places. The importance of trust is fundamental in all areas of human life, not only in the area of business administration. 2,500 years ago in China, Confucius taught that the foundation of politics was the trust of the people, more important even than military strength or the supply of food. Shakespeare's play, "Much Ado about Nothing' is about trust and deception. These days, trust and transparency in a commercial organization's business culture form the basis of the 'social capital' by which that organization increases its productivity. A successful company raises productivity by the accumulation of social capital, derived from a trust relationship between business partners, and between the company and consumers. Trust is the crucial factor. At the national level, building trust determines a nation's competitiveness. For a company, long term trust relationships with customers are essential for its survival in a business environment of rapid change. Such relationships, based on trust, are important assets to ensure a company's competitive advantage, and need to be organic to that company's business culture. Because of this importance, trust relationships have been studied in diverse areas within business administration, and especially within marketing, where they form the basis of a successful relationship between producer and consumer. However, what has been lacking is a unified definition of trust. Research has been conducted on the basis of various definitions and models. The majority of researchers have not considered the multidimensional character of the concept of trust until now. Approaches based on a one dimensional model have undermined the value of research results. Furthermore, researchers have only considered trust and trustworthiness as a single component. The majority of research has explored the consequences of perceived trust for outcomes such as loyalty or cooperation, but has neglected the effects of trustworthiness upon the mechanisms of consumer trust. This study focuses on the dimension of trust from such a perspective. It seeks to verify the effect of trust on customer intentions by breaking it down into three separate components: 1) the salesperson, 2) the product/service, and 3) the company. The purposes of this paper are as follows: Firstly, we review the multidimensional nature of trust objects: the salesperson, the product/service, and the company. Secondly, we analyze the relationship between multidimensional trust and trustworthiness. Thirdly, we analyze the connection between trust and repeat purchase intentions for the maintenance of long term relationships. For these purposes the author has developed several hypotheses as follows: H1-1: The competence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H1-2: The benevolence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H2-1: The competence of product/service is positively associated with the trust given by the consumer to the product/service. H2-2: The benevolence of product/service is positively associated with the trust given by the consumer to the product/service. H3-1: The reputation of a company is positively associated with the trust given by the consumer to the company. H3-2: The physical environment of a company is positively associated with the trust given by the consumer to the company. H4-1: Trust in a salesperson is positively associated with repeat purchase intentions. H4-2: Trust in a product/service is positively associated with repeat purchase intentions. H4-3: Trust in a company is positively associated with repeat purchase intentions. The data was compiled from 366 questionnaires. 500 questionnaires were collected, but some of the data was considered unsuitable and inappropriate. The subjects of the survey were male and female customers purchasing products at department stores in Seoul, Daegu and Gyeongbuk. It was carried out between Oct. 25 and 29, 2007. The data was analyzed by frequency analysis using SPSS 12.0 and structural equation modeling using LISREL 8.7. The result of the overall model analysis is as follows: Chi-Square=445.497, d.f.=185, p-value=0.0, GFI=.901, RMSEA=.0617, NNFI=.986, NFI=.981, CFI=.989, AGFI=.864, RMR=.0872. The results of the overall model analysis were coherent. It was found that trust is a multi-dimensional construct, that each of the dimensions of trust are meaningful influences on customer's repurchase intention. Trust in a company may be the most relevant, while trust in a product/service and a salesperson may be less relevant to repurchase intentions. The effective factors in determining trust in a salesperson and a company's product/service were found to be competence and benevolence. Factors in determining trust in a company were its reputation and physical environment, and the relationship of each effective trust factor has been verified in this research. As a result, it was found that competence and benevolence have a meaningful influence on trust in a salesperson and in product/service. It was also found that a company's reputation influences the overall trust in the company significantly but a company's physical environment does not have much effect.
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