• Journal of the Korean Society for Railway
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• v.10 no.3 s.40
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• pp.350-354
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer‘s needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• Journal of Distribution Science
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• v.12 no.4
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• pp.55-63
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• 2014

Purpose - Brands and products often play key roles in enabling consumers to experience a good attitude, resulting in mentally enacting a specific prototype and reliving the experience by retelling a specific story. Brand storytelling can function as an important tool for managing the brand. To successfully apply a firm's brand storytelling, it is important to prove the effectiveness of storytelling. Therefore, by utilizing the research of Escalas (1998) and Fog et al. (2005), a list of measurements for storytelling component quality (SCQ) was applied. In addition, customer attitudes toward brand storytelling were tested. In particular, if customers encounter a dynamic and interesting story, although the brand is not widely known, they can be in communion with the brand and establish an emotional connection (Hill, 2003). Thus, brand reputation was divided into two levels (high vs. low), and the difference in effectiveness between storytelling component quality and consumers' advertisement attitude, brand attitude, and purchasing intention was examined. Research design, data, and methodology - By using the measurement list used in Choi, Na, and Hwang (2013), 12 categories in the level of message quality, conflict quality, character quality, and plot quality were measured. In addition, categories of brand reputation, advertisement attitude, brand attitude, and purchasing intention were measured. The study was based on 181 final survey samples targeting undergraduate and graduate students in Gwangju Metropolitan City. Results - Consumer responses toward storytelling were researched in the context of brand characteristics or product attributes, such as brand reputation, differentiated from extant simple effects of storytelling. Some brands with high reputation enjoy a halo effect due to prior learning, while other brands with comparatively low reputation have trouble generating positive responses despite attempts to enhance the level of reputation or induce favorable attitudes. Although not all due to the component quality of storytelling, the case of brands with low reputation exerted more positive impact on consumer attitudes than did brands with high reputation. As mentioned earlier, consumer evaluation of the component quality of storytelling was categorized into advertising attitudes, brand attitudes, and purchase intention for this study; this provides managerial implications in other ways. The results imply that an effective application of storytelling could be an important emotional tool for the development of both brands with low brand awareness and of well-known brands. Finally, this study serves to increase consumers' understanding and ability in interpreting brand stories that marketers tell about themselves, as well as to highlight differential experiences with products by level of brand hierarchy. Conclusions - This research aimed to provide an objective guideline for storytelling component quality while considering brand awareness. Thus, brand reputation was considered for proving the baseline effectiveness of storytelling, and this study provided directions for strategic establishment of storytelling. Based on this, we conclude that in further studies, it will be necessary to systematically manage brand story by considering other situation variables and various story patterns, and studying their differences.

• East Asian Journal of Business Economics (EAJBE)
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• v.8 no.1
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• pp.1-19
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• 2020

Purpose - This study is to classify quality characteristics of online environment-friendly agricultural products shopping malls into 6 categories and to empirically test their relationship with customer trust, perceived manageability, perceived utility and purchase intention. Research design, data, and methodology - This study targeted adults who have purchased ecofriendly agricultural production online malls for 4 weeks from September 3 to September 30, 2019. The survey type used was a structuralized self-report survey questionnaire made to meet the research purpose in 2019 as the time range. Out of 800 questionnaires, 500 copies are used after excluding surveys with insincere responses. Results - First, results to hypothesis 1, which was about independent variables and customer trust. Analysis showed that health, familiarity, platform reputation, reviews and product quality were found to have significant effect on customer trust; the hypothesis was adopted. On the other hand, system security did not affect customer trust significantly; it was rejected. Second, customer trust was shown to have significant effect on perceived manageability and perceived utility, so the hypothesis was adopted. Third, the hypothesis that perceived manageability moves onto perceived utility was adopted. Moreover, the hypothesis that perceived manageability moves onto purchase intention and the hypothesis that perceived utility moves onto purchase intention were adopted as well. Conclusions - Furthermore, the results of the study imply that it's imperative for online environment-friendly agricultural products shopping malls to consider their characteristics as the means to increase purchase intention of customers.

• The Korean Journal of Franchise Management
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• v.10 no.3
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• pp.13-23
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• 2019

Purpose - The recent franchise industry is rapidly developing. Some franchisees have a low barriers to entry and competition among companies is intensifying. In this dynamic competitive environment, companies need to focus on customer preferences, quality, and technical interfaces to gain competitive advantage. As a result, companies are required to measure the performance of service values in order to provide differentiated services from competitors. In the franchise industry, customer experience marketing of service values will enable companies to create new businesses. Franchise firms should explore a variety of services to increase service value and reduce failures. Research design, data, methodology - The questionnaire of this study was based on the previous research. Surveys were conducted on panels of online surveys. Surveys were conducted on the panel who had visited the restaurant franchise within the past month. The survey was conducted for about 7 days from February 13, 2019 to February 19, 2019. Total 300 samples, 293 were used in the analysis except for seven unfair questionnaires. Results - The findings of this study are as follows: Emotional, monetary, and reputation values have positive effects on cognitive and affective attitudes. Quality value and behavioral value did not effect cognitive attitude and affective attitude significantly. In addition, affective attitude has positive effect on loyalty, but cognitive attitude did not significant effect on loyalty. Conclusions - First, food-service franchise company should develop a service that enables customers to use the store conveniently. We need to develop a comfortable environment for our customers and provide intangible services. Second, food-service franchise company should provide a reasonable price service. Food-service franchise company needs to sell a high quality menu at a reasonable price to generate profits. Third, food-service franchise companies need to strategically respond to their reputation. In other words, food-service franchise company needs to constantly monitor the reputation of its customers and respond appropriately to market conditions. Fourth, food-service franchise company needs to develop a service method capable of emotional interaction with customers. Food-service franchise firms need to develop ongoing service methods and educate their staff.

• Culinary science and hospitality research
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• v.23 no.6
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• pp.27-35
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• 2017

The purpose of this study was to examine the causal relationship among restaurant selection attributes and customer satisfaction and recommendation tastes for young people in their twenties who use tickets for Rail-ro. Data collection was conducted to utilize questionnaire survey with online and offline distribution. The collected data were analyzed using a statistical program SPSS 21.0 with frequency analysis, reliability analysis, factor analysis, and regression analysis. The results of the study showed that Internet search is the most common source of information about restaurants during the trip, and restaurant choice attributes have an important impact on customer satisfaction, food quality, employee service and reputation, but hygiene did not have a big effect on customer satisfaction. In addition, customer satisfaction has a significant effect on recommendation intention. Concluding the results from this study, it investigated the significant attributes for customers selection of restaurants and provide meaningful advice for market managers to make useful marketing strategies to attract more clients and augment economic benefits.

• Asian Journal of Business Environment
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• v.6 no.3
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• pp.21-31
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• 2016

Purpose - The purpose of this research is to determine the impact of word of mouth on customer perceived value for restaurants in Malaysia. The objectives of this research include determining how word of mouth (WoM) factors - frequency of word of mouth messages, reputation of word of mouth messenger, richness of word of mouth message, dispersion of word of mouth conversations and manner of word of mouth delivery impact customer perceived value in Malaysian restaurant industry. Research Design, Data, and Methodology - The research follows causal / explanatory research method based on quantitative data. A sample of 150 restaurant customers in Kuala Lumpur, Malaysia was selected using convenience sampling technique. Likert scale questionnaire is used to collect data and data is analysed using regression analysis through SPSS 22. Results - The statistical analysis revealed that independent variable 'manner of delivery' significantly and positively impacts customer perceived value for restaurants in Malaysia. Conclusions - To build strong positive customer perception, Malaysian restaurants can enhance word of mouth campaigns' 'manner of delivery' by making them passionate, exciting and with high emotional appeal.

• International Commerce and Information Review
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• v.11 no.3
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• pp.3-24
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• 2009

Import Agency Service Mall, providing customers not only with convenient shopping experiences but also with purchasing, warehousing, shipping, and customs clearance services, have been playing a significant role in rapidly transforming Korean consumers into global consumers. The consumers' great demand for foreign goods(services) has created Import Agency Service Mall(referred to hereafter as IASM) as a new business model of distribution and consumption, which seems to be grown rapidly. This empirical research investigates online shoppers for their trust dimensions for IASM. Consequences of the research are as follows: First, perceived reputation, web-site quality have influenced upon e-trust dimension of the IASM. Second, the level of e-trust consumers is more higher, and then the level of perceived risk is more lower. Third, perceived risk have not influenced upon intention to reuse the IASM. Fourth, the level of e-trust consumers is more higher, and then the level of intention to reuse the IASM is more higher. It is necessary for IASM to be developed its reputation and web-site quality in order to obtain customer's trust. Accordingly, this research will be helping IASM have insight for marketing strategies, and constantly should be studied about action and mind of consumer.

• Journal of Distribution Science
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• v.18 no.3
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• pp.5-14
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• 2020

Purpose: Trust plays an important role in e-commerce because consumers perceive more risk involved with this type of shopping than traditional way of shopping. Trust is defined as complex and multidimensional issue. This paper argues that trust should be considered to have two important components as trust belief and trust intention, in which trust belief has three components as competence, integrity and benevolence. Research design, data and methodology: This study examines the relationship between retailer website quality (web design, navigation, information), reputation and risk toward trust. In addition, trust and risk toward buying behavior are also considered, leading to customer satisfaction. The paper is conducted on a sample of 594 customers with direct experience of online shopping in Vietnam. Both confirmatory factor analysis (CFA) and a structural equation model (SEM) were utilised. Results: Empirical findings from this paper indicate that trust is high order construct. Website quality and reputation have positive impacts on customers' trust. Trust has a positive relationship to buying behavior and customers' satisfaction while perceived risk has negative relationship to buying behavior. In contrast, a relationship between perceived risk and trust is not supported in this study. Conclusions: Improving reputation and website quality (especially information) may increase customers' trust and eventually lead to purchase decision.

• Journal of Information Technology Applications and Management
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• v.19 no.4
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• pp.137-152
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• 2012

As social media such as facebook and twitter is widespread, social commerce appears as a new way of e-commerce. Social commerce is a subset of electronic commerce that involves using social media that supports social interaction and user contributions. From the understanding of social commerce and literature review, we deduced the research model that relationship, collectivism, convenience, usefulness, low price, reputation, and rapidness have influence on satisfaction and repurchase intention. As a result of data analysis, relationship, convenience, usefulness, low price, and rapidness had influence on satisfaction and repurchase intention. And collectivism had influence on relationship. But reputation did not have influence on satisfaction. The focus of this study is on the effect of relationship and collectivism on satisfaction and repurchase, because relationship and collectivism is the major feature of social commerce. Succinctly speaking, collectivism affects relationship among users, in turn, relationship affects satisfaction and repurchase intention. This study gives a contribution to business. Business related with social commerce has to make a business strategy for managing relationship and consider collectivism tendency for selecting target customer.

• Journal of the Korean Society of Food Culture
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• v.24 no.4
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• pp.413-418
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• 2009

Existing literature on the CRM [Customer Relationship Management] has emphasized the marketing strategies between the franchisor and franchisee. In this study, we focused instead on factors involved in forging relationships based on marketing strategies between franchisee and the customers. A survey questionnaire was completed by 250 customers of Korean-style food franchises located in Seoul and Inchon. Each questions is based on a 5-point likert-type scale. After initial data recording, 41 questionnaires were deleted from the data set because of missing or insincerely answer. Finally, the sample data of 209 questionnaires were used for the statistical analysis. The data were analyzed with SPSS version 13.0 software to assess consumer satisfaction, trust, and support/reputation on flexibility and commitment. Regression analysis was performed to analyze the relationship between flexibility and commitment. Satisfaction and support/reputation significantly influenced flexibility, both satisfaction and trust significantly influenced commitment, and both flexibility and commitment significantly influenced the restaurant-consumer relationship.