• Management & Information Systems Review
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• v.30 no.3
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• pp.191-215
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• 2011

Retailing service companies need to manage customer's behavior participating in service production and delivery process, while trying to differentiate from competitors with customer services. They also need to know the level of customer participation to make good use of customer participation in retailing service delivery process. Therefore, this paper expects to show the level of customer participation in domestic primary retailing service types. In details, this paper empirically identifies how different the level of customer participation is in four retailing service types-family restaurant, hair service, hospital service, educational service. As results, activity effort, communication effort, and compliance effort variables of customer participation were significantly in different level. But, sympathy effort variable of customer participation was not identified on the level of difference in four retailing service types. Additionally, hospital service showed the highest level of customer participation in four retailing service types, then family restaurant, education service, and hair service were in order. Judging these results, this paper suggests that the level of customer participation according to retailing service types would be different empirically. Also, this paper provides the opportunities to make properly good use of customer participation suitable to individual retailing type.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.67-78
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• 2013

The purpose of this research is to draw family restaurant's strategic operation plan by seeking factors in diverse angles that can affect consumer's evaluation on the service of family restaurant that executes SST(Self Service Technology). For this purpose the research investigated the relationship among technology readiness, customer participation, service quality, customer satisfaction and service repurchase intention. As a result, First optimism and innovation in technology readiness positively affected service quality. Second, emotional participation and physical participation in customer participation positively affected service quality, but informational participation did not positively affect service quality. Third, service quality positively affected customer satisfaction, and customer satisfaction positively affected service repurchase intention. Therefore, this research confirmed marketing effectiveness of technology readiness and customer participation and proved the possibility of service quality, customer satisfaction and service repurchase intention as antecedent variables.

• The Journal of Economics, Marketing and Management
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• v.6 no.1
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• pp.9-16
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• 2018

Purpose - Benefit delay type services have a characteristic of benefit delay that does not immediately appear at the time of delivery of service. Due to a characteristic of benefit delay, the customer's participation in the service delivery system is hindered, and the quality of service declines. As a result, customer satisfaction would be reduced. The purpose of this study is to construct an analytical framework to analyze a mechanism that promotes customer participation in benefit delay type services. Research design, data, and Methodology - Existing research has considered only the performance of service companies to enhance the quality of service and customer satisfaction. This study focused on customer participation as a factor affecting the quality of service and customer satisfaction and attempted to construct an analytical framework based on a theoretical perspective of motivational research. Results - By adopting the motivation theory, this research derived three concepts, the possibility of gaining benefits, the emotional experience, and the desire of benefit. And motivation is created when the three factors interact with each other. Conclusions - This paper has constructed an analytical framework for analyzing factors that promote customer participation in the benefit delay service and finally has proposed case study for further research.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.7
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• pp.273-280
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• 2022

The study aimed to determine the impact of societal participation on the customer loyalty of Saudi banks and identify the statistical differences in customer loyalty according to sex, age, education level, and occupation type. The independent variable is corporate societal participation, and the dependent represents customer loyalty. Corporate societal programs have two dimensions: social participation and philanthropic participation. The research population consists of Saudi workers in three sectors: government, military, and private reached 3.58 million people in 2021. The unit of analysis is the Saudi employee in one formal industry and dealing with the Saudi banks that offered corporate societal participation programs. The research used the appropriate stratified sampling method, and the recommended sample size reached 387 respondents. A fully structured questionnaire is used. The study concluded that corporate social programs have not impacted customer loyalty, while corporate philanthropy programs strongly affected customer loyalty. On the other hand, there are no differences in customer loyalty according to demographics (sex, age, education, and occupation type). Finally, the study presents a set of recommendations in the field of corporate social responsibility and develops the local communities.

• Journal of Distribution Science
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• v.14 no.3
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• pp.45-54
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• 2016

Purpose - There have been numerous studies investigating the effects of corporate social responsibility initiatives on corporate associations or corporate images. In line of this research stream, current research examined the potential impact of customer participation in the process of corporate social responsibility initiatives on attitude toward the company. This research differentiates from previous studies that it is the first to connect corporate social responsibility and customer participation. Specifically, we suggest a structural model on corporate associations which was classified into corporate ability associations and corporate social responsibility associations that the more the customers participate in initiating corporate social responsibility, corporate associations were formed more positively. And this leads to the increase of revisit intentions through customer satisfaction. Research design, data, and methodology - To test our research model, we collected data of real consumers of a large discount store in Korea. At the large discount store, customers were given an opportunity to participate the discount store's CSR activity program. We performed field survey and collected data of 146 respondents. We analyzed the data using PASW statistics 21.0 and AMOS 16.0 in order to test our structural model. Results - The results showed that consumers who participated more in initiating corporate social responsibility revealed higher score for corporate ability associations and corporate social responsibility associations. These corporate associations had a positive effect on customer satisfaction, which leads to higher attitude toward revisit intentions. Specifically, hypothesis 1.1 "As Customer participation in CSR process increases, the evaluation of CA associations will be positive,"was supported. Hypothesis 1.2 "As Customer participation in CSR process increases, the evaluation of CSR associations will be positive," was supported. Hypothesis 2.1 "As the evaluation of CA associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 2.1 "As the evaluation of CSR associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 3 "As satisfaction with the firm increases, revisit intentions with the firm will increase," was supported. Conclusions - This research is the first to study the relationship between customer participation in CSR process, CSR, and consumer reactions. This research also contributes to customer participation and corporate social responsibility literature by suggesting customer participation as an antecedent and empirically demonstrating the positive relationships between the constructs. The findings of this research may offer managerial implications for marketing practitioners. When performing corporate social initiatives, it is better to let the customer participate in the process which leads to higher corporate ability associations and corporate social responsibility associations, also higher satisfaction and revisit intentions. Our results provide useful information to practioners that spontaneous participation of consumers makes CSR initiatives effective and successful. Limitations and ideas for further research remain in this research. For example, our focus on the logic was cognitive evaluations(e.g. corporate associations) but affective dimensions might be considered since recent researches are investigating the relationship between customer participation and affective reaction as a response. Despite the limitations, this research have unique and applicable implications for academics and practitioners.

• Journal of the Korea Safety Management & Science
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• v.16 no.1
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• pp.177-189
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• 2014

The objective of the present study is to analyze the relationship of suppliers and customer participation in product development process and effects of such participation on product innovation since it is getting more and more weight in manufacturing companies. It is also aimed in this study to explore if business performance of manufacturing companies might be affected by the suppliers participation as well as product innovation that is realizable by such participation. From the analysis, following conclusions could be drawn: First, suppliers participation in manufacturing companies turned out to have influence upon product innovation (standardized coefficient=0.193, C.R=3.510), implying that nothing is more important than the role of suppliers who have intention to realize innovation through participation in manufacturing companies. Second, the analysis showed that customer participation exercised impact upon product innovation of manufacturing companies (standardized coefficient=0.686, C.R=6.433), suggesting that the more customer participate in product development process of manufacturing companies, the more manufacturing companies could sharpen their competitiveness. Third, it was made known from the analysis that the product innovation thanks to suppliers and customer participation in manufacturing companies could have influence upon their business performance (standardized coefficient=0.762, C.R=7.666), signifying that the product innovation of manufacturing companies might depend on the participation of suppliers and manufacturers and, in turn, could affect their own business performance.

• Asia Marketing Journal
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• v.16 no.2
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• pp.1-14
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• 2014

This study applies the job-demands resource (JD-R) model to investigate the interactive effect of job demands and job resources in predicting the development of service employee work engagement and customer-oriented attitude. This paper proposed a theoretical model that suggests that the service employee's work engagement is the consequence of the employee's perceived support from the organization and its customers (customer participation) and leads to a customer-oriented attitude. However, the effect of organizational support is somewhat hindered by job insecurity, demonstrating the inability of an organizationally provided job resource to overcome the job demand of job insecurity. As a type of job demand from customer's perspective, customer crowding is suggested as a negative moderator in the link between customer participation and work engagement. As such, this article proposes how different elements of a service employee's work environment interact to ultimately influence the service employee's customer-oriented attitude. Specifically, the current research focuses on how the negative contextual elements of job insecurity and job crowding (i.e., job demands) interact with the potentially positive elements of organizational support and customer participation (i.e., job resources), as well as with an employee's customer orientation, to ultimately develop a customer-oriented attitude. This study concludes with some propositions for potential causal relationships among key constructs that can be empirically tested in future research, as well as implications of the current study for both managers and researchers.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.1
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• pp.11-22
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• 2017

Aviation/tourism industry has a unique characteristic of high inter-dependance between customer and service-provider. It is the mental condition of service-provider that could influence on the attitude of the service-provider. Thus, it is important to manage the mental condition of the service employees to enhance a company's financial performance. This paper tries to analyze the combined model of both policy acceptance and service profit chain(SPC) models. First, service policy acceptance model tells how the service policy acceptance, which consists of policy compliance, trust, participation and policy failure, would influence on SPC model. According to empirical research, it was found that both the employees' policy compliance and the policy trust have a positive significant impact on their participation on service policy. In the policy acceptance model, the employee's voluntary participation based on their trust and compliance of the policy was proven to have a positive effect on increasing job satisfaction and customer orientation. Regarding SPC model, their participation in the policy had the strongest impact among variables on customer orientation. Such results implies the employees' participation on the policy could become the starting point to enhance the customer value.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2008.10a
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• pp.37-62
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• 2008

Recent market environment shows a new relationship between customer and company. You can easily observe customers take initiatives to get involved in the marketing activities such as product development, pricing and distribution etc. Despite the fact there are a lot of marketing activities initiated by customers in the online travel market, customer participation has been given little attention in the academic literature. Our research is grounded in the well-known commitment-trust theory of relationship marketing, originally proposed by Morgan and Hunt(1994). According to the theory, trust is central to successful relationship marketing. This study explores the effect of trust on customer participation in the online travel market. Consequently, this study suggests some managerial implications for marketing strategies in response to customer initiative in the marketing activities on the online travel market.

• Korean Management Science Review
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• v.26 no.2
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• pp.1-18
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• 2009

Recent market environment shows a new relationship between customer and company. You can easily observe customers take initiatives to get involved in the marketing activities such as product development, pricing and distribution etc. Despite the fact there are a lot of marketing activities initiated by customers in the online travel market, customer participation has been given little attention in the academic literature. Our research is grounded in the well-known commitment-trust theory of relationship marketing, originally proposed by Morgan and Hunt(1994). According to the theory, trust is central to successful relationship marketing. This study explores the effect of trust on customer participation in the online travel market. Consequently, this study suggests some managerial implications for marketing strategies in response to customer initiative In the marketing activities on the online travel market.