• Journal of the Korean Society of Fashion and Beauty
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• v.3 no.3 s.3
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• pp.11-23
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• 2005

This never-ending changes and everlasting challenges under the industrial circumstances induce us to compete against survival or selection. We accordingly need to take steps in order to survive excessive competitions by the various differentiated strategies in Beauty and Cosmetology markets. The purpose of this study aims for making the best use of this actual proof which enables the effective customer management and managerial things of beauty shop through theoretical contemplation in all aspects of managerial beauty shop and the reason why the customers give the second visit(revisit) or choosing the shop again(coming again) by demographic characteristics. The method of this study was surveying 200 re-visited customers at the same beauty shop in GwangJu Metropolitan city for a whole year by questionnaire regarding the correlation between revisiting of the same beauty shop and demographic characteristics. After surveying, we coded these questionnaires finding out its distribution(range) by SPSS statistical package with Frequency Analysis in response to demographic characteristics and also performed ANOVA and Regression. In brief, there is big difference between men and women which explains the second visiting(revisit) originates in technical fact; hair protection. Most women have paid great attention to their hair protection while men mostly have ignored. However, men attached themselves to the hairdressers' appearances and the distance from their house to the beauty shop which did not mean a lot to women. Beside s, there were many differentiation in accordance with marital status, age, education and their business. With this study, we easily generalize the fact that customers revisit a beauty shop not because of beauty shop facilities but because of human interests.?Beautician's service has certain specialties which show the interaction between customer and beautician in the field. Now we can come to this conclusion that we need to endeavor to develop the service spirit and employees' welfare. Their attitudes towards job satisfaction go well with customer ' s satisfaction in this way.

• Asia Marketing Journal
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• v.14 no.1
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• pp.99-130
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• 2012

Service failure and a poor service recovery may lead loyal customers to try to aggressively punish the service firm. We use perceived betrayal and desire for vengeance as the key constructs to understand customer retaliation. Perceived betrayal is defined as a customer's belief that a firm has intentionally violated what is normative in the context of their relationship. And the desire for vengeance is defined as the retaliatory feelings that consumers feel toward a firm, such as the desire to exert harm on the firm. The perceived betrayal and the desire for vengeance are key antecedents of retaliatory behaviors such as vindictive complaining, negative WOM and third-party complaining for publicity. The empirical results suggest that betrayal is a key motivational factor that lead customers to restore fairness by making use of all means, including retaliation. We also find that relationship quality has effect on a customer's response to a failure in service recovery. As the levels of relationship increases, a violation of the proper fairness has a stronger effect on the sense of betrayal experienced by customers. Considerable research has investigated consumer responses to dissatisfaction. But our study examine the response of outraged and highly frustrated consumers. We focus on emotional and behavioral processes that have not been covered by previous dissatisfaction researches and which are unique to outraged consumers caused by extremely dissatisfied purchase experience. It has recently been pointed out by various mass media that the customers not only have positive effects on the company performance but also put the company in crisis. It has often been reported that one customer's dissatisfaction, for example, never ends as it is, and it tends to grow for retaliating upon the company, depending on the level of seriousness of the dissatisfaction. This sometimes leads to a lawsuit against the company. Our study focuses on the customers' emotional and behavioral responses induced by their extreme dissatisfactions. We divided the customer groups into the customers with high relationship quality and the customers with low relationship quality, and the difference between two groups is examined. The objective of this study is to comprehend the causal relationship between the feeling of betrayal caused by the service failure and the retaliatory behavior triggered by the desire of revenge. Our study is divided into three parts. First, a causal relationship between perceived unfairness and the perceived betrayal and desire for revenge. Second, the effect of the perceived betrayal and desire for revenge on the retaliatory behavior is investigated. Finally, the moderating role of relationship quality in the causal relationship between the unfairness in service recovery and the perceived betrayal is analyzed. This study finds the following empirical results. The distributive unfairness, procedural unfairness and interactional unfairness had significant effects on the perceived betrayal. Especially, the perceived distributive unfairness results in the highest perceived betrayal. When the service company does not provide customers proper and sufficient compensation for the failure, they feel the strong sense of betrayal. And in the causal relationship between the perceived betrayal, desire for revenge and retaliatory behavior, the perceived betrayal has significant effects on e desire for revenge. In addition desire for revenge has significant effects on negative word of mouth, retaliatory complaining behavior and publicity of complaints through third group. Therefore the perceived unfairness has effects on retaliatory behavior through the mediation of the perceived betrayal and desire for revenge. Finally the moderating role of relationship quality was examined in the relationship between the unfairness and perceived betrayal. If the customers experienced the perceived unfairness in the process of service recovery, the customers with high relationship quality feel the stronger perceived betrayal than the customers with low relationship quality do. When they experience the double service failure, the customer group with high relationship quality accumulating the sense of trust feel the more perceived betrayal than the customer with low relationship quality who do not have strong trust. The contribution of this study is to find the effect of the service failure on the retaliatory behavior with the moderating roles of relationship quality. The dimensions of unfairness in service recovery is found to have differential effects on the perceived betrayal, desire for revenge. And these differential effect is moderated by the level of relationship quality.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.105-113
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• 2012

There are many studies about the relationship between customer satisfaction and SCM, web site quality or online Word of Mouth (WOM). When a customer wants to purchase any product online, he has to watch the detail of a online shopping web by computer. So the web sits' quality can be very important for the customer to get enough information. Recently, internet shopping malls are very much prospered. To understand why these kinds of internet transactions become very popular, this study investigates a possible effect of such crucial factors as web site quality, supply chain management(or deliver service), and online Word of Mouth(WOM) of an internet shopping mall to its customer satisfaction and trust, eventually leading to purchasing product and services. This study develops a experimental research model and tests it based on 170 survey response using regression analysis.. The finding of this research implies that system quality, information quality, quick and correct, accurate delivery service, and online WOM are influential factors to the performance of online shopping mall, while design quality, cost of delivery do not affect relationship significantly.

• Asia pacific journal of information systems
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• v.22 no.4
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• pp.51-73
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• 2012

Social network services based on openness, connectedness, and mass participation are reshaping many aspects of how companies conduct business and create value for their customers. For instance, Facebook and Twitter are expected to play a pivotal role as a new communication channel through which companies-forge close relationships with their customers for co-creation of value for mutual benefits. Given the potential of social network services, it is not surprising that many companies have strategically invested in social network services to reach out to customers. Despite the growing interest in social network services as a platform to connect companies and their customers, few guidelines exist about how managers can effectively utilize social network services in forging relationships with their customers. As such, scholars should pay greater attention to how firms can successfully develop relationships with their customers on social network services. In particular, this study employs the S-O-R (stimulus-organism-response) framework as a theoretical lens to develop a research model that explains customers' participation in the value co-creation platform that companies opened on Twitter. According to the S-O-R framework, certain types of individuals' behaviors can be best understood based on a causal link from environmental stimulus to organism, and response. We apply the S-O-R framework to understand how ubiquitous connectivity (stimuli) can influence customers' experience (organism) with companies on Twitter, which in turn influence their participation behavior (response). Two steps have been undertaken to empirically test the research model. First, we conducted a content analysis of tweets written by customers who follow companies on Twitter. As a result, we found event/promotion participation, company support, and giving feedback as three specific types of customer participation behavior. Second, we conducted a web-based survey to test research hypotheses in the research model. Participations in the survey were solicited to customers who followed companies on Twitter. As a result, a total of 115 respondents have completed the survey. Data were analyzed using the partial least square (PLS) technique. The results of data analysis suggest that ubiquitous connectivity (stimuli) had strong positive effects on perceive usefulness, perceived enjoyment, and perceived intimacy (organism). Perceived intimacy showed positive effects on customer participation behavior (response), such as event participation, company support, and giving feedback. Perceived enjoyment was found to have strong positive effects on company support and giving feedback. On the other hand, perceived usefulness did not have significant impacts on the three types of customer participation behavior.

• Industrial Engineering and Management Systems
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• v.15 no.2
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• pp.181-195
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• 2016

In a product environment where various product-service systems (PSSs) are already being provided, the provision of a different type of PSS is difficult for second movers but necessary for their sustainability and differentiation. Despite the importance of providing distinguishing PSSs to market, prior PSS studies have not effectively considered the influence of existing PSSs in their methods. In response, we suggest an approach to generate new PSS concepts by employing general needs (GNs) and business system evolution patterns (BSEPs). Our approach 1) identifies customer GNs fulfilled by existing PSSs, 2) generates advanced PSS ideas from an evolutionary perspective by mapping the existing PSSs onto BSEPs, and 3) selects PSS ideas that can meet the unfulfilled or insufficiently considered GNs using a GN-PSS linking matrix, thereby generating new PSS concepts based on the selected ideas. The workings and practicability of this approach are illustrated using a PSS case study of furniture industry. This approach would provide PSS planners with an ability to generate the differentiated PSS concepts that handle the customer needs that have been untapped throughout a product's lifecycle. In addition, this approach as a module will have a synergetic effect when incorporated with other PSS methodologies.

• The Journal of the Korea Contents Association
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• v.17 no.2
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• pp.47-54
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• 2017

Today, increasing consumption of arts and culture, many people are visiting theater or concert hall. moreover K-culture led to boom in arts and culture but previous researches focused on analysis of culture contents on the other hand satisfaction of performance hall and revisit intention is minuscule. Therefore, this research investigates satisfaction of performance and revisit intention of factors influencing Korean and Japanese audience. As a results, performance facilities and customer reception service positive influence on revisit intention to Korean audiences but customer reception service positive influences on revisit intention to Japanese audiences beside performance satisfaction indirect effect on revisit intention as well.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.45 no.4
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• pp.79-85
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• 2022

Various non-face-to-face services are being activated due to the influence of the Corona 19 virus around the world. However, unlike the rapid development of delivery services, social awareness of delivery services is causing many problems. Therefore, in this study, we analyze the quality attributes of delivery services from the consumer's point of view, and based on the results, we try to derive a direction for service improvement. In this study, quality factors were established through interviews and surveys with actual consumers, and quality attributes were classified through the Kano model and Timko's customer satisfaction coefficient. "Attractive" is ('Ease of ordering, Accurate delivery to the designated place'), "One Dimensional" is ('Variety of payment methods, Accurate delivery on time, Accurate delivery of ordered food, Degree of non-deformation of packaging conditions, etc., Convenience of use time'), "Must be" is ('Kindness of the delivery person'), "Reverse" is ('provision of services, service response to order discrepancies'). This study has academic significance in that it compensated for the disadvantage of not being able to interpret the mathematical meaning of the Kano model with Teamco's customer satisfaction coefficient. It also has practical implications in that it provides an indirect clue to future improvement directions.

• Journal of Distribution Science
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• v.22 no.10
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• pp.91-102
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• 2024

Purpose: This study exploresthe impact of e-service quality (e-SQ) on satisfaction, trust, and loyalty within Chinese online travel retail distribution agencies (OTRDAs) using the SOR (stimulus-organism-response) model. In addition, this research examines the mediating roles of satisfaction and trust in the relationship between e-SQ and loyalty. In the model, e-SQ encompasses four sub-dimensions, such as information, efficiency, reliability, and security. Research design, data, and methodology: Data were collected from 401 respondents through an online survey. The data were analyzed using SPSS 25.0 and SmartPLS 4.1 to test the relationships among the variables. Results: The findings reveal that information, efficiency, reliability, and security positively influence satisfaction and trust. Both satisfaction and trust, in turn, significantly enhance loyalty. Mediation analysisindicatesthat satisfaction and trust partially mediate the relationship between e-SQ and loyalty. Conclusions: The study highlights the direct effects of e-SQ components on satisfaction and trust, as well as their indirect effects on loyalty within the OTRDA framework. Notably, trust exerts a stronger influence on loyalty than satisfaction, underscoring the importance of trust as a mediator in the satisfaction-loyalty relationship. Consequently, customer loyalty programs for OTRDAs should prioritize trust evaluations alongside satisfaction measures.

• Journal of Information Technology Services
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• v.3 no.1
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• pp.89-99
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• 2004

Mobile service, which is related to all stages of supply chain, can enhance the efficiency of perception and response of the participants. The advantage of mobile service is ubiquity, speed, traceability, positioning, personalization and safety. The purpose of this paper is to propose an overall framework utilizing mobile service in SCM. In the areas of inventory management, remote diagnostics, communications with field workers, and order fulfillment, customer-centric mobile supply web is proposed and implemented for the wireless warehousing and replenishment system.

• The Journal of the Korea Contents Association
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• v.21 no.5
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• pp.182-199
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• 2021

This study was designed by paying attention to the negative aspects of the performing arts service. As interest in performing arts increases, various studies on services are being conducted in the performing arts field as well. However, although research on the positive side of performing arts services is steadily increasing, research on the negative side is insufficient. In this study, the limitations of existing studies were supplemented and the study was conducted by applying the Stimulus-Organism-Response (S-O-R) model for empirical research. The effect of failure of performing arts service as a stimulus variable on the response to complaint behavior through negative emotion as an organism was verified. As a result of the analysis, it was found that among the factors of failure in performing arts services, performance works and personal services had a significant influence on negative emotions. In addition, the influence of negative emotions on public and private complaints was confirmed. Lastly, this study will have academic significance in that it analyzed consumers by converting the factors of service failure of performing arts into variables.