• Journal of Service Research and Studies
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• v.8 no.4
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• pp.77-88
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• 2018

Collaboration works on R&D project have many characteristics in interoranizational relationships. There are many variables on explaining the their relationships. In the previous study, I chose some relevant variables and some hypotheses. Base on service marketing theories and relationship marketing perspective I suggest 5 hypotheses. Independent variables are fairness and quality, and dependent variable is loyalty. And trust are treated as the intervening variable between the independent variables and dependent variable. To test the research model and some hypothesis empirically, I collected the data using the questionnaire. Sample size was 448, it was enough to analyze statistically. Data were analysed using the SPSS and AMOS. In the previous study, H1($fairness{\rightarrow}trust$), H2($quality{\rightarrow}trust$), H5($trust{\rightarrow}loyalty$) were accepted, but H3 and H4 were rejected. The reason H3($fairness{\rightarrow}loyalty$) and H4($quality{\rightarrow}loyalty$) were not accepted might be attributed to the fact that trust was the mediating variable between fairness and loyalty, quality and loyalty. Specific research methodologies and statistical findings from AMOS were referred in the previous study(Jeong 2018). In this study, I suggested some hypotheses on the mediating role trust between fairness and loyalty and service quality and loyalty. Using the PROCESS-macro, I found that trust was the mediating variable between fairness and loyalty as well as service quality and loyalty. This research is the complementary and extended study from previous research.

• Journal of the Economic Geographical Society of Korea
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• v.22 no.2
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• pp.160-177
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• 2019

In this study, we examined the distribution of dealers and the repair parts management system of a Japanese car manufacturer in the Chinese market in looking at the case of Toyota. We conducted our research by obtaining information from a GAC Toyota dealer about the current distribution of dealers and locations of warehouses throughout China, as well as the status of stocks and the distribution system for repair and maintenance parts. The results of our investigation showed that although GAC Toyota has 437 dealers throughout the country, there is an imbalance in distribution towards the coastal areas, after the population ratios and other measurements are factored in. Therefore, it can be said expansion towards the inland regions, where demand for automobiles has increased in recent years, has been stunted. On the other hand, there is a high correlation between gross GDP by region and the number of stores, and it can be pointed out that the company prioritizes the sale of high-priced vehicles in major coastal areas where the economy is large, rather than selling low-priced vehicles for inland consumers with a relatively small economic scale. The company also has difficulty in securing dealers that can provide sufficient after-sales service. According to the regulations of GAC Toyota, the company require dealers to have at least 1,500 repair and maintenance parts in stock. Also, when exchanging maintenance parts, GAC Toyota's emphasis is on increasing customer satisfaction by giving sufficient explanations for customers and obtaining consent from them. As a result, the company's dealers need financial resources to continue their business from a long-term perspective. However, it can be pointed out that such dealers are limited, and it is difficult to distribute profits among manufacturers and dealers.

• Journal of Internet Computing and Services
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• v.20 no.5
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• pp.87-94
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• 2019

In this paper, the method of analyzing the unformatted data of consumers accumulated on social networks in the era of the Fourth Industrial Revolution by utilizing data from the service design and social psychology aspects was proposed. First, the fandom phenomenon, which shows subjective and collective behavior in a space on a social network rather than physical space, was defined from a data service perspective. The fandom model has been transformed into a collective level of customer Persona that has been analyzed at a personal level in traditional service design, and social network analysis that analyzes consumers' big data has been presented as an efficient way to pattern and visually analyze it. Consumer data collected through social leasing were pre-processed by column based on correlation, stability, missing, and ID-ness. Based on the above data, the company's brand strategy was divided into active and passive interventions and the effect of this strategic attitude on the growth direction of the consumer's fandom community was analyzed. To this end, the fandom model of consumers was proposed by dividing it into four strategies that the brand strategy had: stand-alone, decentralized, integrated and centralized, and the fandom shape of consumers was proposed as a growth model analysis technique that analyzes changes over time.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.21-34
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• 2021

Purpose: This study examines the structural relationship between perceived quality, relationship quality, and revisit intention in the context of coffee shop. In this model, perceived quality consists of product, service, and experience quality, and relationship quality consists of satisfaction, trust, and commitment, and performance consists of revisit intention. More specially, this study identifies whether perceived quality plays a mediating role in the relationship between perceived quality and relationship quality and the direct/indirect effects of perceive quality on intention to revisit. Research design, data and methodology: The survey was conducted from September 1 to 30, 2019. The data were collected from 320 respondents and analyzed using structural equation modeling (SEM) with AMOS program. Results: The findings are as follows. First, quality perception of coffee specialty stores had a statistically positive effect on relationship quality, indicating supports H1. Therefore, customers can know that they are aware of the quality of coffee specialty stores, including quality of service and experience as well as products, and that they form relationship quality with coffee specialty stores. Second, relationship quality between coffee shops and customers had a significant positive effect on performance. Thus, H2 was supported. The results show that if the coffee shop does not consider relationship quality as important, customer loyalty decreases, the number of customers decreases, and the number of customers who switch to another coffee shop increases, which can lead to a threat to the coffee shop. Third, in the case of hypothesis H3, it was found that there was a partial mediating effect of satisfaction and trust between quality perception and reuse intention of coffee specialty stores, so hypothesis H3 was partially supported. As commitment appears to have no mediating effect, it can be said that customers who use coffee shops are not only difficult to maintain as regular customers of a particular coffee shop, but also have ample room to move to other coffee shops. Conclusions: Although many scholars point out the importance of service quality, few studies were conducted in the context of the Korean food service industry (including coffee shops). From this perspective, this study tested several hypotheses that the quality (product, service, experience) perceived by customers can have a positive effect on relationship quality and performance (re-visit intention), either directly or indirectly. The findings of this study demonstrate that if the manager of a coffee shop understands the characteristics of quality perceived by customers and the role of relationship quality, the effect of quality perceptions on customers can be maximized in order to maintain the relationship with customers.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.12
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• pp.456-468
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• 2020

This exploratory study, related to the introduction of Western-style family doctors, was conducted based on a comparative survey of medical care satisfaction in foreign residents of the U.S. and Canada based on a consumer-centered perspective. As a result of statistical analysis based on 493 collections of empirical data from 2016 to 2018, the main conclusions of this study are as follows. First, there was no evidence that satisfaction with US and Canadian family doctors was higher than the satisfaction with Korean primary care physicians. Second, satisfaction with Korean primary care physicians was high with regard to treatment, promptness, etc., and there was no evidence that foreign family doctor systems were better in terms of sufficient counseling and explanation. Third, overseas Koreans in the United States showed less satisfaction with their family doctors than Koreans in Canada. Fourth, overseas Koreans preferred to visit a hospital directly, without a referral from the family doctor. In conclusion, there is insufficient evidence showing that satisfaction with family doctors in the U.S. and Canada is higher than satisfaction with primary care doctors in Korea. Therefore, a more in-depth, additional analysis on the Western-style family doctor is needed before introducing such a system in Korea.

• The Korean Journal of Franchise Management
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• v.13 no.2
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• pp.17-31
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• 2022

Purpose: With the development of the Internet, consumers can quickly access the electronic word-of-mouth. Consumers seek to reduce uncertainty by referring to the opinions of other consumers about products and services when making purchase decisions. In the food service industry, evaluating a restaurant before an actual visitation is difficult. Therefore, electronic word-of-mouth is important to interact with the customer in restaurants. as it can be used as an exchange of information in which consumers participate and interact with other customers. This study was conducted to verify how online word-of-mouth characteristics (Consensus, Vividness, Neutrality) on attitudes and visit intention from the perspective of social exchange theory. And it was performed to verify the structural relationship between short-term visit intention, mid-term visit and long-term visit intention. Research design, data, and methodology: A survey was conducted on customers who have visited restaurants. Of a total of 312 responses, 306 responses were used, excluding insincere responses and missing values for factors analysis. SPSS 25.0 and AMOS 25.0 were used for statistical analysis, and hypothesis testing was conducted after verifying the validity and reliability of the questionnaire items. Result: The result of the analysis showed that, consensus and neutrality have a positive effect on attitude but not much on vividness. In addition, consensus, vividness, and neutrality have no effect on the short-term visit intention. Finally, the short-term visit intention has a positive effect on mid-term visit intention, and mid-term visit intention has a positive effect on long-term visit intention. Conclusions: Based on the results, this study suggested that it is necessary to have practical implications for marketing and monitoring restaurant reviews in consideration of the characteristics of electronic word-of-mouth. When managing electronic-word-of-mouth, it is necessary to manage the consensus and neutrality is essential to provide sufficient information about the restaurant. The focus should not only be on vividness, such as photos and videos. In addition, restaurants should also provide a good experience for first-time visitors as the short-term visit intention positively affects mid-term and long-term visit intention.

• Journal of Service Research and Studies
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• v.12 no.2
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• pp.80-93
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• 2022

This study is a study on a methodology that can extract various factors that affect purchase and use of products/services from the consumer's point of view through previous studies, and analyze the types and tendencies of consumers according to age and gender. To this end, we quantify factors in terms of general personal propensity, consumption influence, consumption decision, etc. to check the consistency of data, and based on these studies, we conduct research to suggest and prove data analysis methodologies of consumer types that are meaningful from the perspectives of startups and SMEs. did As a result, it was confirmed through cross-validation that there is a correlation between the three main factors assumed for data analysis from the consumer's point of view, the general tendency, the general consumption tendency, and the factors influencing the consumption decision. verified. This study presented a data analysis methodology and a framework for consumer data analysis from the consumer's point of view. In the current data analysis trend, where digital infrastructure develops exponentially and seeks ways to project individual preferences, this data analysis perspective can be a valid insight.

• Asia Marketing Journal
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• v.15 no.3
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• pp.53-77
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• 2013

As advertising and promotions are categorized as operating expenses, managers tend to reduce marketing budget to improve their short term profitability. Gauging the value and accountability of marketing spending is therefore considered as a major research priority in marketing. To respond this call, recent studies have documented that financial market reacts positively to a firm's marketing activity or marketing related outcomes such as brand equity and customer satisfaction. However, prior studies focus on the relation of marketing variable and financial market variables. This study suggests a channel about how marketing activity increases firm valuation. Specifically, we propose that a firm's marketing activity increases the level of the firm's product market information and thereby the dispersion in financial analysts' earnings forecasts decreases. With less uncertainty about the firm's future prospect, the firm's managers and shareholders have less information asymmetry, which reduces the firm's cost of capital and thereby increases the valuation of the firm. To our knowledge, this is the first paper to examine how informational benefits can mediate the effect of marketing activity on firm value. To test whether marketing activity contributes to increase in firm value by mitigating information asymmetry, this study employs a longitudinal data which contains 12,824 firm-year observations with 2,337 distinct firms from 1981 to 2006. Firm value is measured by Tobin's Q and one-year-ahead buy-and-hold abnormal return (BHAR). Following prior literature, dispersion in analysts' earnings forecasts is used as a proxy for the information gap between management and shareholders. For model specification, to identify mediating effect, the three-step regression approach is adopted. All models are estimated using Markov chain Monte Carlo (MCMC) methods to test the statistical significance of the mediating effect. The analysis shows that marketing intensity has a significant negative relationship with dispersion in analysts' earnings forecasts. After including the mediator variable about analyst dispersion, the effect of marketing intensity on firm value drops from 1.199 (p < .01) to 1.130 (p < .01) in Tobin's Q model and the same effect drops from .192 (p < .01) to .188 (p < .01) in BHAR model. The results suggest that analysts' forecast dispersion partially accounts for the positive effect of marketing on firm valuation. Additionally, the same analysis was conducted with an alternative dependent variable (forecast accuracy) and a marketing metric (advertising intensity). The analysis supports the robustness of the main results. In sum, the results provide empirical evidence that marketing activity can increase shareholder value by mitigating problem of information asymmetry in the capital market. The findings have important implications for managers. First, managers should be cognizant of the role of marketing activity in providing information to the financial market as well as to the consumer market. Thus, managers should take into account investors' reaction when they design marketing communication messages for reducing the cost of capital. Second, this study shows a channel on how marketing creates shareholder value and highlights the accountability of marketing. In addition to the direct impact of marketing on firm value, an indirect channel by reducing information asymmetry should be considered. Potentially, marketing managers can justify their spending from the perspective of increasing long-term shareholder value.

• Information Systems Review
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• v.24 no.3
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• pp.43-68
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• 2022

With the growing demand for online food delivery (OFD) services via Online to Offline (O2O) platforms, it is required for academic researchers to identify the success factors of OFD businesses. In line with this, this research examines the impact of the core service attributes of a restaurant (hygiene, interactivity, trust,and popularity) on business success in the OFD platform context from the perspective of information asymmetry. Furthermore, the moderating effects of hygiene factor between the core service attributes and the success of restaurants are evaluated. We utilize 1,146 restaurants registered on the largest OFD platform in Korea. The results of this study demonstrate that hygiene (certification), trust (franchise), popularity (favorite) factors have positive impacts on the success of OFD businesses. Moreover, we find that franchise restaurants with high response rates to customer reviews and inquiries achieve higher sales when they have hygiene certifications than those without the certification do. The key findings bear significant contributions to prior literature by empirically substantiating the pivotal role of service quality signals in fostering restaurant success on the OFD platforms. In addition, this study provides business implications for restaurants in O2O platform.

• The Journal of Bigdata
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• v.8 no.2
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• pp.149-163
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• 2023

Due to the continuous growth of the E-commerce market, the volume of orders that fulfillment centers have to process has increased, and various customer requirements have increased the complexity of order processing. Along with this trend, the operational efficiency of fulfillment centers due to increased labor costs is becoming more important from a corporate management perspective. Using historical performance data as training data, this study focused on real-time box recommendations applicable to packaging areas during fulfillment center shipping. Four types of data, such as product information, order information, packaging information, and delivery information, were applied to the machine learning model through pre-processing and feature-engineering processes. As an input vector, three characteristics were used as product specification information: width, length, and height, the characteristics of the input vector were extracted through a feature engineering process that converts product information from real numbers to an integer system for each section. As a result of comparing the performance of each model, it was confirmed that when the Gradient Boosting model was applied, the prediction was performed with the highest accuracy at 95.2% when the product specification information was converted into integers in 21 sections. This study proposes a machine learning model as a way to reduce the increase in costs and inefficiency of box packaging time caused by incorrect box selection in the fulfillment center, and also proposes a feature engineering method to effectively extract the characteristics of product specification information.