• Asia pacific journal of information systems
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• v.13 no.1
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• pp.73-101
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• 2003

Firms can create additional customer values by changing the visibility characteristic of business transactions. Both visible and invisible transactions can provide distinctive values to the customers. Visible transactions are those that are open to the customer: the customer can see the detailed logic of the transaction and may manipulate specific variables to control the transaction process. Invisible transactions mean that customers have little ability to control the transaction flow and may even be insulated from seeing the transaction. These invisible transactions will be taken care of only by suppliers, and be regarded as a process performed by suppliers. This paper pursues finding out the contingencies of successful transaction visibility change by answering to the following question; "when does increasing(or decreasing) transaction visibility make sense to customers?" This archival case study finds out that transaction visibility change should fit to the need and capabilities of customers. Increasing transaction visibility makes sense when customers need a certain supplier's performance and have a confidence in the capabilities of executing the performance. By the same token, decreasing transaction visibility makes sense when customers have substantial troubles in conducting their current transaction actions or when customers don't feel it necessary to conduct them separately because they can be derived from other action.

• East Asian Journal of Business Economics (EAJBE)
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• v.3 no.3
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• pp.1-13
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• 2015

The purposes of this research are to develop a measurement of Islamic religiosity and applying these measurements to examine the relationship between religiosity and selection of the Islamic bank. Literature searches and in -depth interviews are used to obtain the statement item to build measurement. Furthermore, result of the religiosity measurement will be used to study the relationship between religiosity and the selection of the Islamic bank. Population of the study is Muslim who has bank(s) account. A total 375 questionnaires were distributed to the three groups of bank customers (125 respondents in each group). This res earch has successfully developed a measurement of religiosity, which is called Islamic Religiosity Scale (IRS). On the one hand, the study indicate that religiosity plays a significant role on the decision of customers to choose Islamic banks, because the degree of religiosity of Islamic bank customers is higher than conventional bank customers. Nevertheless, on other hand, this study also revealed that religiosity is not the only factor that influences customers to selecting the Islamic banks, because the degree of religiosity of Islamic bank customers do not differ significantly with customers who hold accounts in both bank.

• Korean Institute of Interior Design Journal
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• v.21 no.5
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• pp.289-297
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• 2012

Recently the coffee industries rapidly grow as people's dietary life changes and quality of life improves. Proliferation of coffeehouses let people cognize them as cultural spaces not only mere spaces for drinking coffee beverages. Therefore, distinguished strategy for space design became the one of the most important factor for customers' decision-making. This study analysed the strategies for space design by the brands of coffeehouses, and focused on understanding how those strategies cognized by customers and how they affect customers' level of satisfaction and intention of revisitation. The result of analysis showed that the level of satisfaction was raised when customers cognized unique strategies by brands and the intention of revisitation was raised when the level of satisfaction and reflection of strategy were high. In other words, setting and applying unique strategies by brands are to raise up level of satisfaction and intention of revisitation. The result of study could be used for the basic data on designing coffeehouses attracting customers' revisitation. Also, it could be the basis for effective strategy for customers.

• Journal of Distribution Science
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• v.16 no.6
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• pp.85-96
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• 2018

Purpose - There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables. Research design, data, and methodology - The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS. Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees' positive verbal communication and customers' positive emotion, and it also has a negative moderating role in the causal relationship between customers' positive emotion and overall quality of life. Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Second, service companies should try to improve not only the corporate-side performance like trust but also the customer-side performance like quality of life. Third, it will be significant for them to lower the level of negative expectancy disconfirmation for the purpose of improving not only the positive emotions of customers but also the quality of customers' life.

• Journal of Fashion Business
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• v.18 no.1
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• pp.118-131
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• 2014

The purpose of this study is to classify the service recovery fairness of internet fashion shopping mall depending on the type of shopping mall into 3 levels, and analyze their influence on customers' satisfaction and intention to repurchase. Data were collected from 271 customers who had made a complaint or raised a question about service among the customers, and was analyzed through AMOS 7.0. For hypothesis testing, a research model was set up in the form of structure equation model, and its suitability was investigated. The results of this research can be summarized as follows: First, in relation to the service recovery fairness at internet shopping mall, only the consequential fairness has a meaningful relationship with customer satisfaction. Second, it has been shown that the higher the customers' satisfaction with internet shopping mall, the more positive influence it has on intention to repurchase. Third, it has been shown that the influence of service recovery fairness on customers' satisfaction and intention to repurchase has a meaningful difference depending on the type of internet shopping mall. In other words, it has been shown that customer satisfaction is higher at open market than general internet shopping mall. In addition, it has been shown that in open market, only the consequential fairness has a meaningful influence, therefore it will be more effective to strengthen a strategy focused on economical rewards than other fields.

• Industrial Engineering and Management Systems
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• v.14 no.4
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• pp.335-346
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• 2015

The electronic commerce site (EC site) has become an important marketing channel where consumers can purchase many kinds of products; their access logs, including purchase records and browsing histories, are saved in the EC sites' databases. These log data can be utilized for the purpose of web marketing. The customers who purchase many product items are good customers, whereas the other customers, who do not purchase many items, must not be good customers even if they browse many items. If the attributes of good customers and those of other customers are clarified, such information is valuable as input for making a new marketing strategy. Regarding the product items, the characteristics of good items that are bought by many users are valuable information. It is necessary to construct a method to efficiently analyze such characteristics. This paper proposes a new latent class model to analyze both purchasing and browsing histories to make latent item and user clusters. By applying the proposal, an example of data analysis on an EC site is demonstrated. Through the clusters obtained by the proposed latent class model and the classification rule by the decision tree model, new findings are extracted from the data of purchasing and browsing histories.

• International Commerce and Information Review
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• v.6 no.1
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• pp.25-50
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• 2004

This study attempts to find out what kind of service quality is considered important by customers in using the Internet shopping mall and suggests the way to activate the customer relationship. The findings based on empirical analysis are shown here. First, empirical analysis of the contextual factors such as gender, education, and experience levels, shows that what customers perceive as most important in the product purchase is security in terms of the payment and personal information service. The second important service quality factor perceived by customers is responsiveness, particularly the rapidity and accuracy of response to their needs and wants. The customers also considered price, quality and diversity of the product as being important. Furthermore, there is no big difference among other service quality factors. Second, in the different gender context, there is no significant difference between the genders. However, the male group shows an even distribution of factors valued in the service quality, whereas female respondents placed stronger emphases on particular aspects of service, such as security, response, reliability and product quality. Third, in the context of different education level, the payment method between graduates and non-graduates has a significant difference. That is, the non-graduates prefer the credit card and saving through ATM, while the graduates use dual payment method using credit card and another payment method together. Therefore, the various payment methods should be considered according to the customer type, namely graduates or non-graduates. Fourth, in the context of different experience level, the result of the empirical analysis of the factors of the service quality shows no great difference between experienced and inexperienced customers. Both types of customer perceive security as the most important. To sum up, the service quality perceived by the customers of Internet shopping malls is empirically analyzed in different contexts such as gender, education, and experience. Then, the device for the customer relationship activation is suggested. It can be utilized as a guideline for the continuing diffusion of the Internet shopping mall, giving it a competitive advantage against other companies.

• Journal of Navigation and Port Research
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• v.44 no.5
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• pp.391-399
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• 2020

Every port is competing for attracting loyal customers from other ports to achieve more profits stably. This paper proposes a data-mining scheme to facilitate this process. For resolving the problem, the OD (Origination-Destination) data are gathered from the AIS (Automatic Identification System) data. The OD data are clustered according to the arrival dates and ports. The FP-growth algorithm is applied to mine the frequent patterns of ships arriving at ports. Maintaining a loyal customer list for port updates and accuracy is critical in establishing its usefulness. These lists are critical as they can be used to provide suggestions for new products and services to loyal customers. Finally, based on the frequent patterns of the ships and the mode of arrival times, a formula proposed in this paper to derive shipping companies' loyalty to ports was applied. The case of Kaohsiung port was shown as an example of our algorithm, and the OD data of ships in 2017-2018 were processed. Using the results of our algorithm, other rival ports, such as Shanghai or Busan, may attract customers no longer loyal to Kaohsiung ports in the last two years and attract them as new loyal customers.

• The Journal of Korean Medicine
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• v.31 no.1
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• pp.69-80
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• 2010

Objectives: This study aimed to find determinants of customers' use of and satisfaction with oriental medical services in Korea. Methods: A total of 33 articles which consist of 9 articles published in academic journals, 20 master's theses, and 4 doctoral dissertations were included in the systematic review. Among the articles used in the study, 29 used primary survey data, while 4 used secondary data produced by the Korean National Health and Nutrition Evaluation Survey. Results: First, it was found that people who prefer to use oriental medical services usually have one or more of the following diseases: musculoskeletal disorders, paralysis, or diseases or injuries without clear diagnosis. Other variables of gender, age, expectation of treatment outcome, and kindness of doctor and other staff were found to be significant determinants of using the oriental medical services. Second, the determinants of customers' satisfaction with oriental medical services were found to be age, gender, level of education, chronic disease with long length of stay, kindness of staff, medical cost, clinical environment, doctor's reputation, and public image of the institutions. Conclusion: The results of this study can be used to develop marketing strategies for oriental medical institutions in Korea.

• Journal of Fashion Business
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• v.22 no.3
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• pp.39-56
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• 2018

Since trusting in other consumers may refer to having similar needs and preferences on fashion goods with them, interpersonal trust can be a reliable and practical criterion for market segmentation online. Therefore, this study aims to identify fashion online consumers based on interpersonal trust. This study segments fashion consumers based on interpersonal trust and experience and describes characteristics of each segment by examining demo-psychographic and behavioral variables as well as clothing consumption values. An online survey was conducted to collect data from 426 adult consumers who had bought fashion goods from their patronized e-tailer in the past one month. They completed a self-administered questionnaire inquiring about interpersonal trust, trust in e-tailers, purchase intentions, clothing consumption values, and their purchasing behavior online. Two-step cluster analysis generated four segments: distrustful doers, trusting doers, inactive trusters, and distrusters. They exhibited different characteristics in gender, online experiences, interpersonal trust, clothing consumption values, trust in the e-tailers, and attitude toward the e-tailers. Providing a new effective segmentation base, this study suggests that fashion marketers identify customers with a high level of trust in other customers and develop an encouraging environment that customers can interact with others in order to increase the effectiveness of trust. Because customers with a higher level of interpersonal trust are likely to have stronger trust in e-tailers with, more favorable attitude and purchase intention, and highly perceive the value of clothing consumption than those who have a lower level of interpersonal trust.