• The Journal of Industrial Distribution & Business
• /
• v.15 no.9
• /
• pp.11-19
• /
• 2024

Purpose: This study analyzes how cabin crew service quality influences customer loyalty in the aviation industry. Specifically, it examines how the reliability, professionalism, and authenticity of cabin crew services affect cognitive loyalty and whether such effects affect emotional loyalty. Design and methodology: We surveyed passengers who had used aviation services in the past year. Structural equation modelling was used to test our hypotheses. To test model fit and assess reliability, validity was developed for the measurement items of each variable. Findings: The results support all four hypotheses. Reliability, professionalism, and authenticity of cabin crew services positively influence cognitive loyalty. Furthermore, cognitive loyalty significantly and positively affects emotional loyalty. These findings highlight the crucial role of cabin crew in fostering both rational preference and emotional attachment among passengers. Conclusions: This study provides insights into developing customer loyalty in the aviation industry. It demonstrates the need to invest in cabin crew training, which ultimately affects all three service quality dimensions. It also indicates that carriers can consider cognitive loyalty as a gateway to emotional loyalty and should pursue strategies accordingly. These results provide airlines with practical implications for improving customer loyalty and furthering their competitive advantage in the industry.

• East Asian Journal of Business Economics (EAJBE)
• /
• v.12 no.3
• /
• pp.1-10
• /
• 2024

Purpose: In the context of fresh food e-commerce, this study investigates the intermediary mechanisms between last-mile logistics service quality (LMLSQ) and customer loyalty. Utilizing the Quality-Value-Loyalty chain as a framework, it focuses on how perceived functional and emotional value mediate this relationship. Research design, data and methodology: Data was gathered through questionnaires from Chinese customers who purchased fresh products from fresh food e-commerce platforms which provide self-delivery services. Partial least squares structural equation modeling (PLS-SEM) was used to examine the proposed hypotheses after confirmatory factor analysis (CFA) revealed the validity and reliability of the data. Results: The findings reveal that condition quality and personnel contact quality positively influence both functional and emotional value, which, in turn, significantly impact customer loyalty. Timeliness quality, however, does not significantly affect functional or emotional value, indicating its limited impact on customer loyalty. Conclusions: The study confirms that improving condition quality and personnel contact quality significantly boosts customer loyalty by enhancing perceived functional and emotional value. The findings highlight the importance for fresh food e-commerce platforms to offer high-quality, reliable, and emotionally satisfying LMLSQ. The results offer practical insights for e-commerce platforms to focus on specific service quality dimensions to foster customer loyalty and contribute to the theoretical understanding of the quality-value-loyalty framework.

• Journal of the Korean Society of Costume
• /
• v.65 no.4
• /
• pp.45-60
• /
• 2015

Emotional consumption value orientation has played a significant role to have a direct effect on making purchase in our lives. And emotional value has been dealt within the SPA brand contexts recently. Therefore, the current study investigates how SPA brand consumers' emotional value consumption orientation has affected brand loyalty, with a focus on mediation effects of marketing mix attributes assessment. Results of this research are as follows. First, there was a significant difference between Zara and Uniqlo on the assessment of marketing mix attributes. Second, emotional consumption value orientation had significantly impact on brand loyalty for both Zara and Uniqlo. Third, multi-regression analysis was conducted to find out the mediation effect of marketing mix attributes assessment in the relationships between emotional consumption value orientation and brand loyalty. For Zara, hedonic promotional and pricing attributes of products and place show full mediation effect on brand loyalty. For Uniqlo, utilitarian, hedonic and pricing attributes have impact on brand loyalty. The current study strives to find out how emotional consumption value orientation attected the consumer evaluation process and purchase behavior in the contexts of SPA brand product purchase. Product assessments have stronger effect than place, and hedonic attributes have stronger effect on brand loyalty in comparison with utilitarian attributes. Also, hedonic attributes of product and place have stronger effect on brand loyalty in comparison with utilitarian attributes.

• Journal of the East Asian Society of Dietary Life
• /
• v.21 no.4
• /
• pp.609-624
• /
• 2011

The purpose of this study was to examine the physical environmental factors in coffee shops which determine customer brand loyalty, and to investigate the mediated effects of customer satisfaction and emotional responses on the causal relationship between the physical environmental factors and brand loyalty. A sample of 400 coffee shop customers was collected from Seoul and Gyeonggi in March, 2011 through a self-administered questionnaire. 351 of 400 subjects were used for validity and reliability analysis. 12 outliers were removed from the analysis, and 339 subjects were used to derive the results. Multiple linear regression and stepwise regression were conducted after the construct validity and reliability. The results can be summarized as follows: (1) Physical environmental factors in coffee shops consists of 5 dimensions such as facility aesthetics, cleanliness, ambiance, layout, and internet environment. (2) Facility aesthetics, ambiance, and internet environment had an influence on brand loyalty. (3) The effects of cleanliness and layout on brand loyalty, were not significant on multivariate analysis. However, the relationship between cleanliness and brand loyalty was mediated by emotional responses and also the relationship between layout and brand loyalty was mediated by customer satisfaction. (4) The mediating effects of customer satisfaction were higher than those of emotional responses.

• Journal of Korean Society for Quality Management
• /
• v.48 no.3
• /
• pp.361-379
• /
• 2020

Purpose: The purpose of this study was to investigate the relationship between employee authenticity and customer loyalty. This study also examined whether rapport positively mediated the above relationship. In addition this study address the moderating role of customer emotional intelligence in the relationship between employee authenticity and rapport. By developing moderated a mediation model, we addressed indirect conditional effect of customer emotional intelligence on the relationship between employee authenticity and customer loyalty via rapport. Methods: The survey data was collected by customers who used various services in Korea. The main hypotheses were tested using a cross-sectional design, with questionnaires administered to 292 customers. Results: The result of empirical analysis has shown that employee authenticity was significantly positively related to customer loyalty. We have also found that rapport positively mediated the relationship between employee authenticity and customer loyalty. While there was a significant moderating effect of customer emotional intelligence on the relationship between employee authenticity and rapport, the moderated mediating role of customer emotional intelligence was found. Conclusion: The results provide useful theoretical and practical implications to the organizations and managers who want to improve customer loyalty. Future research directions with the limitation of the study were discussed.

• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.31 no.4
• /
• pp.56-71
• /
• 2023

This paper describes the significant effects of customer's PAD emotional response according to consumption value of airline goods on brand charisma, brand attitude, and brand loyalty. The result shows that among the consumption values, epistemic value, emotional value, and self-expressive value have a positive effect on PAD emotional response. In addition it was found that the PAD emotional response had positive influence on brand charisma but had no effect on brand attitude. Brand charisma was found to have significant positive influence on brand attitude and both brand charisma and brand attitude had positive effect on brand loyalty. Through the results of this study, airline goods products are an effective means to increase brand loyalty. Further more, this study provides academic and business implications for effective airline goods marketing.

• Journal of the Korea Fashion and Costume Design Association
• /
• v.25 no.3
• /
• pp.69-80
• /
• 2023

The purpose of this study was to analyze the effects of consumers' fashion design evaluation factors on design value and brand loyalty. After confirming a research hypothesis, 247 people were selected as subjects for empirical analysis, and the results of the study are as follows. As a result of the analysis of 'the influence of consumer's fashion design evaluation factors on design value', the fashion design evaluation factors of 'convenience', 'social activity usefulness' and 'fashion ability' had an effect on the emotional design value. 'Convenience', 'functional usefulness', 'social activity usefulness', 'fashionableness' and 'aesthetic' factors affected the rational design value. 'Convenience', 'fashionableness', 'aesthetic' and 'psychological self-conformity' had a positive (+) effect on kinesthetic design values. As a result of the analysis of 'Influence of consumer's fashion design value on brand loyalty', 'emotional design value', 'rational design value' and 'kinesthetic design value' affect attitude brand loyalty, and 'emotional design value' and 'kinesthetic design value' affect brand loyalty. It was found that 'kinesthetic design value' has an effect on behavioral brand loyalty. As a result of the analysis of 'the effect of consumer attitude brand loyalty on behavioral brand loyalty', it was analyzed that attitude brand loyalty had a statistically significant positive (+) effect on behavioral brand loyalty.

• Korea Journal of Hospital Management
• /
• v.23 no.1
• /
• pp.65-77
• /
• 2018

The purpose of this study is to examine the structural causal relationships between service image, service satisfaction, affective commitment, and customer loyalty to customers who have experienced hospital medical services, and to identifies the mediating effect of relationship proneness in explaining the effects of service image, service satisfaction, and affectivel commitment on customer loyalty. For this study, 250 respondents were surveyed and data were analyzed using SPSS 21.0 and AMOS 20.0 statistical package. Statistical analysis tools, such as SPSS 21.0 and AMOS 20.0 were utilized for ensuring the validity and the reliability, whereas the SEM method was used for testing the research hypothesis. The results of study are as follows. Service image had significant influence on service satisfaction and emotional commitment. First, Service satisfaction was significant for emotional commitment and customer loyalty, and emotional commitment had a significant effect on customer loyalty. Therefore, the path relations between variables were all statistically significant. Second, there was differences the moderating effect of the relationship proneness in the effects of service satisfaction, service image and affective commitment on customer loyalty. In other words, the moderating effect of the relationship tendency was consistent with the research hypothesis and the adjustment effect was significant in the relationship between service satisfaction and customer loyalty. However, there was no control effect in relation to service image and customer loyalty and affective commitment and customer loyalty. Therefore, In order to secure long-term and stable profits by establishing a relationship with their customers, the medical service marketing strategies of hospitals should be promoted to enhance customer loyalty by raising the level of service satisfaction to high relationship proneness group and by raising the the level of affective commitment to low relationship proneness group.

• Journal of Agricultural Extension & Community Development
• /
• v.30 no.2
• /
• pp.83-101
• /
• 2023

This study aims to examine the moderating effects of environmental friendly attitudes between perceived value and loyalty in ecotourists. A total of 210 valid questionnaires were collected from visitors to Saemangeum and Sihwaho during 7 days. The functional value, social value, and emotional value were identified as dimensions of perceived value from factor analysis. Results from regression analysis revealed that emotional value and social value positively influenced loyalty. Moreover, environmental friendly attitudes were found to moderate the relationship between loyalty and emotional and social values. The findings suggest that policy makers and practitioners consider environmental friendly attitude and perceived values in making ecotourism programs to sustain ecotourism destinations.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
• /
• 2021.05a
• /
• pp.594-596
• /
• 2021

This study seeks to find out the impact of emotional engineering factors on brand preference and loyalty in smartphone product design. We divide emotional engineering elements into color, performance, usability, value, and reliability, and analyze the relevance of brand preference and loyalty. We study for the purpose of the study to consider which emotional engineering factors in consumers influence brand preferences and loyalty. Through the research results, the emotional engineering elements of product design will be used as useful data for establishing marketing strategies and will be used as basic data for judging consumer sentiment.