• Journal of Korean Society for Quality Management
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• v.40 no.3
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• pp.359-371
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• 2012

Purpose: Due to the explosive growth and widespread use of smartphones, new business opportunities are emerging. Despite the importance of creating customer value in using smartphone applications, past studies on have mainly focused on functions or factors and specifications that influence users to use the device. Methods: This study is intended to identify how customer dissatisfaction from the use of smartphone application services affects customer sentiment and behavior. The research model is tested via a survey of 290 smartphone application users. Results: The result of this empirical study indicates that customer dissatisfaction significantly affects the user's disappointment and regret in using a service, which are subordinate values of customer emotion. The user's anger is positively associated with 'Negative word of mouth' and 'Complaint', which are subordinate values of customer behavior, but not with an intention to switch to another service. 'Regret' and 'Disappointment' are positively associated with 'Negative word of mouth' and 'Switching intention', but not with 'Making direct complaints'. Finally, customer's negative sentiments are a significant intermediary in the relationship between customer dissatisfaction and behavioral response. Conclusion: Finally, the study offers a more systematic understanding on the phasal response process of customer dissatisfaction in relation to the provision of smartphone application services.

• Asia pacific journal of information systems
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• v.18 no.4
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• pp.105-130
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• 2008

Consumers of e-learning market differ from those of other markets in that they are replaced in a specific time scale. For example, e-learning contents aimed at highschool senior students cannot be consumed by a specific consumer over the designated period of time. Hence e-learning service providers need to attract new groups of students every year. Due to lack of information on products designed for continuously emerging consumers, the consumers face difficulties in making rational decisions in a short time period. Increased uncertainty of product purchase leads customers to herding behaviors to obtain information of the product from others and imitate them. Taking into consideration of these features of e-learning market, this study will focus on the online herding behavior in purchasing e-learning contents. There is no definite concept for e-learning. However, it is being discussed in a wide range of perspectives from educational engineering to management to e-business etc. Based upon the existing studies, we identify two main view-points regarding e-learning. The first defines e-learning as a concept that includes existing terminologies, such as CBT (Computer Based Training), WBT (Web Based Training), and IBT (Internet Based Training). In this view, e-learning utilizes IT in order to support professors and a part of or entire education systems. In the second perspective, e-learning is defined as the usage of Internet technology to deliver diverse intelligence and achievement enhancing solutions. In other words, only the educations that are done through the Internet and network can be classified as e-learning. We take the second definition of e-learning for our working definition. The main goal of this study is to investigate what factors affect consumer intention to purchase e-learning contents and to identify the differential impact of the factors between consumers with purchase experience and those without the experience. To accomplish the goal of this study, it focuses on herding behavior and perceived usefulness as antecedents to behavioral intention. The proposed research model in the study extends the Technology Acceptance Model by adding herding behavior and usability to take into account the unique characteristics of e-learning content market and e-learning systems use, respectively. The current study also includes consumer experience with e-learning content purchase because the previous experience is believed to affect purchasing intention when consumers buy experience goods or services. Previous studies on e-learning did not consider the characteristics of e-learning contents market and the differential impact of consumer experience on the relationship between the antecedents and behavioral intention, which is the target of this study. This study employs a survey method to empirically test the proposed research model. A survey questionnaire was developed and distributed to 629 informants. 528 responses were collected, which consist of potential customer group (n = 133) and experienced customer group (n = 395). The data were analyzed using PLS method, a structural equation modeling method. Overall, both herding behavior and perceived usefulness influence consumer intention to purchase e-learning contents. In detail, in the case of potential customer group, herding behavior has stronger effect on purchase intention than does perceived usefulness. However, in the case of shopping-experienced customer group, perceived usefulness has stronger effect than does herding behavior. In sum, the results of the analysis show that with regard to purchasing experience, perceived usefulness and herding behavior had differential effects upon the purchase of e-learning contents. As a follow-up analysis, the interaction effects of the number of purchase transaction and herding behavior/perceived usefulness on purchase intention were investigated. The results show that there are no interaction effects. This study contributes to the literature in a couple of ways. From a theoretical perspective, this study examined and showed evidence that the characteristics of e-learning market such as continuous renewal of consumers and thus high uncertainty and individual experiences are important factors to be considered when the purchase intention of e-learning content is studied. This study can be used as a basis for future studies on e-learning success. From a practical perspective, this study provides several important implications on what types of marketing strategies e-learning companies need to build. The bottom lines of these strategies include target group attraction, word-of-mouth management, enhancement of web site usability quality, etc. The limitations of this study are also discussed for future studies.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.64-76
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• 2010

This research presented research objective on service recovery equity and related scientific purpose and a practical view based on actual problems and needs of hotel restaurant service management, deriving following research results. First, through considering previous research related to service recovery equity, theoretical system on segmentation of customer appraisal through business situation variables and recovery equity are presented. Second, in the enlarged meaning of existing recovery equity and related previous research, relationship was examined closely through an analysis of new causal relationship on recovery equity and research on relationship between recovery equity and customer appraisal. Third, the effect of service recovery equity affecting consequences on satisfaction and the intention of action were analyzed through customer appraisal and examined the relationship between service recovery equity and customer attitude. In this research, implications on future scientific and practical views based on the results are as follows. Not only the necessity of further research on the general service industry but also research on customer appraisal systems were suggested by offering parameters segmented from service recovery through customer satisfaction and intention of action for customer appraisal.

• Journal of Distribution Science
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• v.11 no.9
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• pp.17-24
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• 2013

Purpose - The objective of the paper is to describe the relationship between consumer perceptions and attitudes of complaints against the behavior of their complaint. Research design, data, methodology - The study explore the process of complain intention which mediated by perceptual process and attitudinal behavior. Structural equation modeling used in this study is aim to describe the relationship simultaneously. The two samples failure (high vs. low level services) will be compared using analysis of variance. Results - The study found that the higher the alienation, the lower the perceived value of consumer complaint and the higher likelihood of successful perceived consumer complaint. The study also found the more positive the prior complaint experience, the more positive attitude toward complaining, the higher the perceived value of complaint and the higher the likelihood of successful perceived complaint. Furthermore, the perceived value of customer's complaint affect positive intention and perceived consumer likelihood of successful complaint increases intention complaint. Conclusions - The findings of this study show that the effect of a number of personal antecedents such as alienation; prior complaint experience and controllability will vary toward the complaint intention. Furthermore, the attitudinal and perceptual factors play a partial mediation role for that relationship.

• Journal of the Korean Applied Science and Technology
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• v.40 no.4
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• pp.751-760
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• 2023

The purpose of this study was to investigate the impact of the characteristics of beauty short form content on consumer behavior, and to provide academic basic data to beauty and marketing through statistical research related to beauty short form content. A total of 405 effective surveys collected through online surveys of beauty consumers were finally used for statistical analysis. As a result of the analysis, it can be seen that the higher the characteristics of beauty short form content, the higher the purchase intention, recommendation intention, and customer satisfaction. Therefore, it consists of content that can win trust that will appeal to consumers when producing beauty short form content, and it is believed that it will facilitate communication with consumers, facilitate spread in a short period of time, and contribute to sales by inducing positive consumption behavior.

• The Korean Journal of Food & Health Convergence
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• v.7 no.2
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• pp.1-10
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• 2021

The purpose of this study is to examine the impact of the service quality of delivery food on customers' emotional response and repurchase intention during the COVID19 pandemic. The proposed research model examined the effect on the service quality, customer sentiment response, and repurchase intention of delivery food. A questionnaire was distributed and measured for 300 consumers who had experience using food delivery services in the last 30 days. The questionnaires from previous researches were revised to fit the purpose of the present study. The survey results were analyzed to verify the reliability and validity of the measured variables. To verify the hypotheses a Structural Equation Modelling (SEM) was used for the study. The results showed that taste, price fairness, and package design positively affected emotional response; moreover, repurchase intention was enhanced by emotional response. This research analyzed the relationships between service qualities of delivery food, emotional response, and repurchase intention when customers consume delivery food during COVID19 in Korea. This study extends the delivery food literature by combining customers' emotional behavior with SEM model. The result suggested competitive strategic plans and development directions of food delivery companies in the rapidly increasing food delivery industry, providing implications for further research.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.4
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• pp.408-420
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• 2011

This study identifies the fashion luxury customer segments grouped by expenditures and the number of purchasing brands to verify the effects of perceived luxury consumption values on the intention to maintain a brand relationship for each group. A survey questionnaire was developed and implemented to collect data to measure fashion luxury expenditures, number of purchasing brands, luxury customer values, intention to maintain brand relationships, and demographic variables. A total of 326 responses were analyzed by factor analysis, multiple regression, one-way ANOVA, and $X^2$ analysis with SPSS18.0. Respondents were grouped by luxury expenditures; in addition, the number of purchasing brands were grouped into four segments of Switching/Heavy (31.6%), Switching/Light (19.9%), Loyal/Heavy (31.3%), and Loyal/Light (7.2%) Customer Group, that was different in terms of age and marital status. When the luxury customer value for the most patronized luxury brand was factor analyzed, five distinctive sub dimensions were identified, such as Social Value, Aesthetic/Expressive Value, Experiential Value, Quality Value, and Economic Value. For the Loyal/Heavy Group, the Experiential Value had a significant effect on the customer intention to maintain a brand relationship. For the Loyal/Light group, the Aesthetic /Expressive and Economic Value had a significant effect, and for the Switching/Heavy and Switching/Light Group, Quality and Economic Value had a significant effect on the customer intention to maintain a brand relationship. In conclusion, each luxury customer value in the behavioral segments works differently in influencing the intention to maintain a brand relationship. In addition, the implications for retail strategy were discussed based on the findings.

• Knowledge Management Research
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• v.12 no.3
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• pp.39-58
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• 2011

As the information from today's knowledge-based society alters the awareness of patients and provides a wider selection of medical institutions, the reality of medical institution management is struggling compared to the past. CRM was introduced to domestic hospitals as marketing strategy to dominate the competition under varying medical environment. Thus, this research invests on CRM activity types used in hospitals and the effects of CRM activities toward loyalty and switching intention. Futhermore, we investigate the mediating role of customer relationship commitment and termination in CRM activities. The subjects in this study included three hundred customers who are using hospital settings or who had experience with using the hospital settings. The researcher collected 262 survey questionnaires from May 23th, 2011 to June first. In order to evaluate the hypothesis in this study, structural equation model was analyzed by using AMOS 18.0.

• International Commerce and Information Review
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• v.9 no.4
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• pp.91-104
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• 2007

The recent stabilization of the Internet is now driving every aspect of life into an Internet presence. In the coming years, the Internet will see growth in numbers unlike the world has ever seen. The subject of this study is the Research Study on the Products Purchase Type of On-line Shopping Mall Buyer. Also, this paper is to examine the relations between customer satisfaction and intensity of repurchase intention and complaining behavior in on-line context. On-line shopping customer depths interview it led and the online afternotes trust evaluation dimension was discovered the of useful characteristic, intention characteristic, exaggerating characteristic and on-line afternotes with or without. From these results, this paper suggests effective marketing strategy to the marketer who plans to run on-line shopping mall in the near future and also to the marketer who plans to sell products through the on-line shopping mall.

• Journal of the Korean Society of Costume
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• v.64 no.3
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• pp.13-31
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• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.