• Journal of Distribution Science
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• v.14 no.9
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• pp.95-110
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• 2016

Purpose - Based on expectation-disconfirmation theory, this study attempted to fill the gap in the literature by treating the expected profitability as a moderator in the relationship between these constructs, identifying what instrumental factors have effects on dissatisfaction, in turn lead to exit intention, neglect, voice, and loyalty, and provide the managerial implications for building long-term relationship to enhance the partnership between franchisor and franchisee. Research design, data and methodology - In order to test the hypotheses, the authors developed several hypotheses. The data were collected from 254 franchisees in Seoul and Gyeonggi Province with SPSS 18.0 and SmartPLS 2.0. Results - The findings of the study are as follows. First, marketing support and competitiveness of product and service had a negative effect on dissatisfaction, but did not on logistics support. Second, franchisee dissatisfaction had a positive effect on exit intention and neglect, and had a negative effect on loyalty. However, franchisee dissatisfaction had not a significant effect on voice. Third, expected profits play a moderating role in the relationships between marketing support, competitiveness of product and service and dissatisfaction, between dissatisfaction and exit intention, voice, loyalty, and neglect. First, marketing support and competitiveness of product and service were found to have a greater influence on dissatisfaction for the low expected profitability group than the highly expected profitability group. Also, dissatisfaction had a greater impact on exit intention, voice, and neglect for the low expected profitability group than the high expected profitability group while dissatisfaction had a weaker impact on loyalty for high expected profitability group. Conclusions - The result of this study indicates that franchisors should reduce dissatisfaction and prevent or improve complaint behaviors by continuously identifying the impact relationship between franchisee dissatisfaction and decision factors caused by difference in expectations for roles of franchisees and franchisors. In addition, franchisors should acknowledge that the impacts of marketing support, and product and service competitiveness on franchisee dissatisfaction and on exit intention, neglect, and loyalty differ by expected profits. Therefore they should provide support in perceiving high expected profits through creating direct profits including high sales, low costs, and low rents.

• The Journal of Society for e-Business Studies
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• v.22 no.4
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• pp.141-158
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• 2017

Along with IT development, customers are getting more easily to express their opinions using various IT channels. In this situation, complaint management is a pressing issue for companies to acquire and maintain loyal customers with low cost. Most of previous studies have investigated customer complaint information by quantitative variables such as demographic information, transaction information, or complaint frequency, but studies focusing on qualitative aspects of complaint information are limited. Therefore, this paper considers the possibility for customers to leave even when they complain occasionally or briefly. This paper analyzes the quantitive aspects as well as the qualitative aspects using sentiment analysis with Exit-voice theory. The dataset contains 268,364 inquiries of 46,235 customers obtained from a contact center of a private security company in Korea. This paper carries out logistic regression and the results imply that the customers's explicit response and their implicit sentiment have different effect on customers leave. This study is expected to provide useful suggestions for the effective complaint management.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.11
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• pp.253-263
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• 2018

This paper examined the U-shape curvilinear relationship between team level conflict management and individual level turnover intention by using exit-voice theory, bandwagon effect, and social loafing theory. In addition to the non-linear relationship between team-level conflict management and individual-level turnover intentions, we also examined how trust in leaders has a moderating effect on this relationship. The samples were collected from a South Korean manufacturing company with 331 team members from 48 teams and items were measured twice to avoid common method biases. The intercepts-as-outcomes model of hierarchical linear modelling was conducted to verify the hypothesis. Results supported the cross-level curvilinear hypothesis which indicated that employees' turnover intention sharply decreased if the activeness of group conflict management was small and increases slightly, but this tendency moderated as activeness increases. After passing the lowest point, their turnover intention increased in the end. However, the moderation effect of trust in leader on this relationship was not statistically significant and hypothesis 2 was rejected. This paper explained the effects of group dynamics of conflict management on individual turnover intention. Such evidence may elucidate the importance of managing the social loafing behavior on conflict management process. This paper examined the sequential, multi-level, and curvilinear relationship between conflict management and turnover intention. Organizations and managers will benefit from avoiding the human resource loss by managing the conflict management process.

• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• The Journal of Information Systems
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• v.30 no.2
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• pp.79-103
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• 2021

Purpose Based on consumers' economic, psychological, self-development and conversion costs, this study discusses the relationship between consumers' negative attitude to their shadow work during the course of using self-service in unmanned supermarkets and their behavior. Design/methodology/approach Along with the Hirschman(1970)'s EVLN(Exit, Voice, Loyalty, and Neglect) reviewed, the proposed model of this study is based on the S-O-R model(Mehrabian and Russel, 1974) and mental accounting theory(Thaler, 1999), having empirical validation. Findings In the process of visits and consumption in unmanned supermarkets, increasing economic and psychological benefits can effectively reduce consumers' negative attitudes towards shadow work. In addition, the increase in switching costs will also effectively reduce consumers' negative attitudes towards shadow work. When shadow work holds a negative attitude, all the three kinds of actions will occur. Unmanned supermarket operators use consumers to create value while giving a certain return to them, which is conducive to the sustainable development of unmanned supermarket enterprises.

• The Korean Journal of Franchise Management
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• v.7 no.1
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• pp.31-44
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• 2016

Purpose - This study aims to examine different impacts of franchisor's leadership and franchisee's marketing efforts on franchisee dissatisfaction and switching intentions, and to investigate how franchisee dissatisfaction plays a mediating role in the relationship between these constructs. This study attempted to fill the gap in the literature by treating the franchisee dissatisfaction as a mediator in the relationship between these constructs, identify how franchisor's leadership and franchisee's marketing efforts have effects on franchisee dissatisfaction, in turn, reduce switching intentions, and provide the managerial implications for building a long-term relationship to achieve mutual goals between franchisors and franchisees Research design, data, and methodology - In order to test the hypotheses, the data were collected from franchisees in Seoul and Gyeonggi Province. The franchisee owners were informed about the purpose of this study by the trained interviewers. The respondents received a letter introducing the purpose of this study and another letter that the owners wrote to encourage their active participation. Among the 300 questionnaires distributed, 260 (86.7%) questionnaires were returned. Of those collected questionnaires, 6 uncompleted responses were excluded, and 254 questionnaires with an effective response rate of 84.7% were coded and analyzed using frequency, confirmatory factor analysis, and correlations analysis, and structural equation modeling with SPSS 21.0 and SmartPLS 3.0. Results - The findings of the study are as follows. First, franchisor leadership had a negative effect on franchisee dissatisfaction, but franchisee marketing efforts did not have a significant effect on franchisee dissatisfaction. Second, franchisee dissatisfaction had a positive effect on switching intentions. Third, franchisor leadership had a negative effect on switching intentions, but franchisee marketing efforts did not have a significant effect on switching intentions. Conclusions - This study researched the franchisor's leadership as a single factor of transformational leadership. Thus, it may have limits in measuring leadership. Future studies shall include emotional, loyal, and transactional leadership. In addition, the future studies shall also research the effect of franchisor's leadership and franchisees' marketing efforts on dissatisfaction and switching intentions. For example, the franchisor's relationship-oriented efforts can be a crucial parameter that reduces dissatisfaction and switching intentions.