• Journal of Distribution Science
• /
• v.18 no.3
• /
• pp.5-14
• /
• 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 Distribution Science
• /
• v.15 no.1
• /
• pp.15-20
• /
• 2017

Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

• Proceedings of the Korean DIstribution Association Conference
• /
• 2007.08a
• /
• pp.127-158
• /
• 2007

This study discusses salespersons' emotional intelligence, one of the key abilities necessary to meet customers' needs effectively, and express positive emotions in frequent interactions with customer. Emotional intelligence refers to self-controllability and social ability emphasizing pro-social aspect and understanding of others. This study investigates how salespersons' emotional intelligence affects adaptive selling and positive emotional expression during the process of interaction with customers, and how such adaptive selling and positive emotional expression affects the quality of service perceived by customers. The results show that greater salespersons' emotional intelligence results in better adaptive selling and positive emotional expression. Such adaptive selling and positive emotional expression had significant effects on the quality of service perceived by customers. These results are important in that they address emotional intelligence as salespersons' emotional ability, which has been overlooked as an antecedent variable for improving adaptive selling and display of positive emotion, consequently provide another factor to help salespersons improve their selling behavior.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.40 no.1
• /
• pp.41-55
• /
• 2016

This study analyzed the influence of other customers' perception (similarity, physical attraction, and suitable behavior) of the fashion retail environment on male customers' store attitude and behavioral response. In addition, comparing the effect of store type, this study comprehensively provides the effect of other customers' perception in fashion retailing. In order to investigate research questions, an online survey was conducted and 220 responses were analyzed using AMOS 18.0. The results of this research were as follow. First, the dimensions of physical attraction and suitable behavior of other customers influenced toward target customer's fashion store attitude. Second, the effect of store attitude towards the perceiver's behavioral response was proven. Third, customers established their store attitude by other customers' physical attraction in luxury stores, while others' behavior was meaningful in SPA store. Fourth, other customer's similarity dimension did not influence the male customers' store attitude. This study contributes to a comprehensive understanding of other customer's effect in fashion stores by examining different store types. In addition, managers may establish a customer portfolio strategy and training based on this research.

• Korean Journal of Human Ecology
• /
• v.10 no.4
• /
• pp.317-332
• /
• 2001

The purpose of this study was to find the purchase behavior and satisfaction levels of wholesale discount store customers. Three hundred and eighty housewives who had buying experiences from wholesale discount stores at Gunpo city, Kyeonggi province were selected. The questionnaire survey method was conducted during August 3 to August 9, 2000. The major findings were as follows ; First, the major customers using wholesale discount store were found to be age over thirties and they bought food, such as vegetables and processed food stuffs. They visited wholesale discount store once or twice a week and spent $10{\sim}50$ thousand won each purchasing. Second, most customers evaluated positively wholesale discount store, on the other hand they experienced compulsive buying or had the desire for it. Third, though they visited wholesale discount store because of lower price than other stores, they didn't agree that they were saving money through using wholesale discount store. Forth, housewife-customers' satisfaction level about whole sale discount store was not so high. Among the factors suggested, they were satisfied comparatively with the comfortable counter atmosphere and parking lot, and were dissatisfied comparatively with the long waiting time at cashier.

• Journal of Distribution Science
• /
• v.18 no.9
• /
• pp.19-30
• /
• 2020

Purpose: As an environmental concern increases, customers pay more attention to purchase organic food. While customers' purchase intention of organic food has been widely studied, there are lacks of researches regarding the moderation effect of environmental concern and the interactive effect of level of education based on the Theory of Planned Behavior (TPB). This study examines the influence of level of education and environmental concern on purchase intention based on the Theory of Planned Behavior and organic food in Vietnam. Research design, data and methodology: The methodology of mixed methods of qualitative and quantitative is applied with a survey of 420 customers being conducted to collect data from three biggest cities in Vietnam: Ho Chi Minh, DaNang and Hanoi. SPSS 23 and SMART-PLS 3.2 are used for data analysis. Results: The result shows that the customers have more environmental concern which increases their attitude to the intention of purchasing organic food. Moreover, there has not the three-way interactive effect of level of education, environmental concern and attitude on purchase intention toward organic food. Conclusions: This enriches the existing literature with the moderation of environmental concern to the relationship between attitude and purchase intention toward organic food in Vietnam based on the Theory of Planned Behavior.

• Journal of the Korean Society of Food Culture
• /
• v.19 no.5
• /
• pp.544-555
• /
• 2004

The purpose of this study is to highlight the importance of relationship marketing which has been developed as an alternative way of handling marketing in family restaurants. This study focused on the consumers' behavior - mainly their switching behavior and loyalty toward relationship marketing activities exercised by from family restaurants. 269 usable questionnaires were collected from customers patronizing three family style restaurants in Seoul. Several statistical methods were used including descriptive analysis, reliability test, covariance analysis, confirmatory factor analysis, and covariance structural analysis. The result drawn from empirical test proved that relationship marketing activities actually are the significant determinants of relationship quality and thus to the customers' behaviors toward the restaurants they patronize. Managerial implications can be drawn from the result findings that restaurant companies can identify the activities of relationship marketing to continue the long-term relationship with their customers. Also restaurant companies can use the activities of relationship marketing as differentiating strategies, and allocate their resources into the activities of relationship marketing.

• Journal of Fashion Business
• /
• v.11 no.2
• /
• pp.32-41
• /
• 2007

This study is aimed at analyzing on purchasing behavioral characteristics of customer in beauty salon and providing the revitalization strategies for korean beauty business. For the goal of this study, on purchasing behavioral characteristics of customer in beauty salon were reviewed in terms of the purchasing decision-making process on the basis of literature. The survey of beauty salon customers mainly from Seoul was used for positive analysis. In analyzing the research data, Frequency Analysis, Descriptive Analysis, Factor Analysis and Multiple Regression Analysis were conducted using $SPSS/PC^+$. The results showed the followings: The choice factors, the overall satisfaction, the revisit intention and the recommendation intention of the beauty salon customers were all affected in order as service, customer relationship with the result of analysis for the relationship between the choice factors of beauty salon customers and behavior after purchasing(overall satisfaction, revisit intention, recommendation intention).

• Journal of the East Asian Society of Dietary Life
• /
• v.19 no.2
• /
• pp.265-277
• /
• 2009

This study explored the behavior and choice attributes of specialty coffee shop customers according to their general characteristics. The results showed significant differences by gender, age, occupation, education, and income. Female customers stayed longer, valued taste, and their importance perception toward employee and systematic service was higher compared to the males. According to age, younger customers (20's, 30's) stayed longer, visited coffee shops to meet friends and enjoy specialty coffee, and placed high importance on physical surroundings, systematic service, and taking out coffee. Whereas older (50's and 60's) customers valued the location and having coffee on-premise. In terms of education, ustomers with higher education visited coffee shops to enjoy their favorite specialty coffee. By income, those with higher ncomes valued the location and brand of the coffee shop, and their importance perception toward employee and ystematic service was lower than that of customers with lower incomes.

• Journal of Family Resource Management and Policy Review
• /
• v.12 no.3
• /
• pp.1-21
• /
• 2008

Research has emphasized that relationship marketing programs enhance customer satisfaction and reduce switching intentions by building switching barriers. However, the psychological reactance theory demonstrates that building switching barriers can make customers fsel that the alternative not chosen is more attractive, because their freedom of choice has been deprived. It can be hypothesized that a relationship marketing program, which is intended to offer various benefits to customers, may not result in positive customer attitude and behavior. This paper examines the effects of relationship marketing programs on customers' perceptions of switching cost and loss of freedom. The effects of those perceptions on customer satisfaction and switching intentions were identified. In addition, the moderating role of personal reactance was examined. The results of this study suggest that (1) perceived switching cost has significant influence on boosting perceived loss of freedom; (2) perceived loss of freedom has no significant effects on customer satisfaction; (3) perceived loss of freedom enhances customers' switching intentions. Furthermore, psychological reactance has a significant influence on customers' switching intentions. This study concludes that the role of relationship marketing programs should be reconsidered, especially in terms of customers' switching intentions. Customer satisfaction is not the key factor of predicting customers' future behavior.