• Journal of Distribution Science
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• v.15 no.1
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• pp.15-20
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• 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.

• Journal of the Korean Society of Clothing and Textiles
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• v.40 no.1
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• pp.41-55
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• 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 Community Nutrition
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• v.13 no.5
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• pp.693-700
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• 2008

The purposes this study were to a) analyze the revisiting ratio of resting customers after issuing online coupons, b) compare the characteristics of coupon redemption customers with non-redemption customers. For this study, the customers of M restaurant who did not revisit during the last 8 months were classified as 'resting customers', totaling 4,052 customers. The online coupons, valid for 9 months, were sent via e-mail to those customers. After that, the data collected from those who redeemed the coupon in September 2006 was utilized. As a result of sending the coupon to 4,052 resting customers, 1,288 customers redeemed the coupon during the study period, showing relatively high redemption ratio (31.6%). The average check of customers with the online coupon was decreased by 22% compared with customers without the coupon, but the party size remained almost the same, 2.6 customers, and also the redemption ratio was increasing as the expiration date of the coupon was approaching. The redemption ratio of female (35.3%) was much higher than male (19.2%), representing higher redemption possibility of the female customers by issuing the coupon. The redemption ratio of the twenties (69.1%) was obviously higher than other age groups. Also, the non-redemption ratio of other groups except the twenties was higher than the redemption ratio. The redemption ratio of low-educated was higher, under college degree (58.6%), college degree (35.4%), and over college degree (16.6%). Following the result of the average visiting frequency of redemption customers during last the 8 months was 4.2, the frequency of non-redemption customers was 9.8. The total average visiting of non-redemption customer was 10.5, and that of redemption customers was 8.6. Customers who visited the restaurant less frequently in the past have higher possibility to revisit after receiving the coupon.

• Journal of the Korean Society of Clothing and Textiles
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• v.38 no.6
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• pp.783-795
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• 2014

This study investigates how the physical attractiveness of salespeople and other customers and self-image congruence influence customer perception and brand attitude. As a result of a pretest, four types of pictorial stimuli were developed: physical attractiveness of salespeople (high/low) ${\times}$ that of other customers (high/low). Stimuli were developed using Photoshop CS. A total of 550 samples in two experiments were used and all respondents were women in their 20s and 30s. Data were analyzed using ANOVA and SEM. The result of analysis shows that the physical attractiveness of salesperson had a significant impact on perceived quality, but that of other customers did not. However, self-image congruence with other customers shows a significant effect on perceived quality; however, salespeople did not. The impact of the perceived product quality on brand attitude is higher than perceived service quality. This study adds to fashion retailing literature by demonstrating that physical attractiveness and self-image congruence can influence a customers' perception of product or service quality and brand attitude. It provides interesting insight into how retailers can use social factors as a strategic tool in a retail setting.

• Korean Management Science Review
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• v.20 no.1
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• pp.125-139
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• 2003

City gas is becoming an essential resource in households due to its convenience and low price in comparison to other energy sources. However, in order to prepare for the gas market to be saturated, many city gas companies must pursue customer satisfaction management and develop happy call systems for a promising solution. In the development of the happy call systems, the difficult problem is that we cannot contact all customers because of limited resources and calling efficiency in the call center, We should find best customers according to their value. This paper suggests a methodology for the selection of happy call customers when city 9as companies consider two strategies. First, they should launch a new business area. Second, they must attempt to prevent current customers from moving from city gas to other fuels. We will discover important attributes and derive rules of weighting for the attributes through an exploration study that affect customer satisfaction and preference. Through a simulation model, we will show how many customers will be selected by our methodology.

• Proceedings of the Korean Statistical Society Conference
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• 2004.11a
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• pp.289-294
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• 2004

We consider M/G/1 queue in which the customers are classified into n+1 classes by their impatience time. First, we analyze the model of two types of customers; one is the customer with constant impatience duration k and the other is patient customer. The expected busy period of the server and the limiting distribution of the virtual waiting time process are obtained. Then, the model is generalized to the one in which there are classes of customers according to their impatience duration.

• CRM연구
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• v.2 no.2
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• pp.71-88
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• 2009

The purpose of this thesis is to examine the effects of e-CRM activities by the internet shopping mall companies on the purchase activities of purchase customers and the potential customers. The internet shopping companies utilize e-CRM to systematically identify customers' varying demands, and to utilize the results as marketing tools, thus producing a significant effect on the potential customers by generating customer feedback through e-Community. Contrary to their intention, however, cognitive dissonance can occur through e-Community, which may lead to customers' complaints. If these complaints are not properly managed and settled in a timely manner, they can be transferred to other potential customers, and the conformity phenomenon could be created by other complaining customers. Findings obtained through this thesis are as follows: If cognitive disharmony is created by customers who purchased products through the internet shopping malls, this can lead to private complaining behaviors, and subsequently, these behaviors are formed through e-Community. If the internet shopping mall companies do not take any timely and proper measures to intervene in the stage of private complaining behaviors in the first place, these behaviors will immediately escalate into the public complaining behaviors. Furthermore, the complaints will be transferred to other potential customers, ultimately resulting in their swift expansion. In other words, contrary to intention of the internet shopping mall companies, e-CRM does not facilitate the potential customers purchase decision, it rather affects them to postpone or withdraw their purchase decision. Accordingly, the internet shopping mall companies are required to manage e-Community with extreme care, and they should promptly respond to the complaining customers so that e-Community can function properly.

• 제어로봇시스템학회:학술대회논문집
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• 2004.08a
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• pp.722-725
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• 2004

In most manufacturing systems, all customers are expected to take deliveries from inventory. However, in some situations, management may keep inventory only for some customers and not keep inventory for the others. The reason is that they would like to make as much benefit as possible from the first group of customers and this may help sell these customers on further products. This paper attempts to determine the cutoff between the group of customers who are given products immediately when their orders come and other customers who will be served but have to wait for the production of their products. The optimum set of customers to be served immediately and the optimum set of customers who have to wait for the production are found using linear programming to optimize perceived manufacturer benefits measured as the product of the benefit factor and the corresponding profit per customer. The results indicate that it is not necessarily wise to keep inventory for all customers.

• The Journal of Information Systems
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• v.26 no.4
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• pp.17-37
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• 2017

Purpose Customer Loyalty is the most important factor of customer relationship management (CRM). Especially in retailing industry, where customers have many options of where to spend their money. Classifying loyal customers through customers' data can help retailing companies build more efficient marketing strategies and gain competitive advantages. This study aims to construct classification models of distinguishing the loyal customers within a Korean retailing company using data mining techniques with R language. Design/methodology/approach In order to classify retailing customers, we used combination of support vector machines (SVMs) and other classification algorithms of machine learning (ML) with the support of recursive feature elimination (RFE). In particular, we first clean the dataset to remove outlier and impute the missing value. Then we used a RFE framework for electing most significant predictors. Finally, we construct models with classification algorithms, tune the best parameters and compare the performances among them. Findings The results reveal that ML classification techniques can work well with CRM data in Korean retailing industry. Moreover, customer loyalty is impacted by not only unique factor such as net promoter score but also other purchase habits such as expensive goods preferring or multi-branch visiting and so on. We also prove that with retailing customer's dataset the model constructed by SVMs algorithm has given better performance than others. We expect that the models in this study can be used by other retailing companies to classify their customers, then they can focus on giving services to these potential vip group. We also hope that the results of this ML algorithm using R language could be useful to other researchers for selecting appropriate ML algorithms.

• Industrial Engineering and Management Systems
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• v.15 no.2
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• pp.173-180
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• 2016

Nowadays Corporate social responsibility (CSR) has become a critical factor influencing customers' buying intention. The study conducted aims to explore the relationship between customers' perception towards CSR and their repurchase intention. The data was collected by using survey questionnaires from 320 individual customers living in Ho Chi Minh City and processed in SPSS software. The research results showed that among CSR components, economic and charitable responsibilities have a positive impact on Vietnamese customers' repurchase intention at the significance level of 1% and the two other factors at 10%. The findings assume that CSR components have become factors explaining customers' repurchase intention, especially for consumer goods, and firms should enforce their corporate social responsibility to capture customers' repurchase intention and in turn increase their customers' loyalty.