• Title/Summary/Keyword: Perceived Customer Value

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Antecedents and Consequences of the Types of Waiting Times in Medical Services (의료서비스에서 유형별 대기시간의 선행 및 결과변수)

  • Kim, Su-Bae;Yoon, Sung-Wook
    • Korea Journal of Hospital Management
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    • v.12 no.2
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    • pp.69-92
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    • 2007
  • This research has classified waiting times into the three different ones according to service offering process and investigated the antecedents and consequences of types of waiting times. A service provider's concern and customer involvement were modeled as antecedent variables and negative emotion and service value as dependent variables. The empirical results of the study are as follows. A service provider's concern had significant influences on all the three types of waiting times whereas customer involvement was found to affect preprocess-waiting and postprocess-waiting times. Preprocess-waiting time had a significant impact on both negative emotion and service value and inprocess-waiting time only affects negative emotion. However, postprocess-waiting time had influenced none of the variables. The findings illustrate an important role of concern and involvement regarding to a customer's perceived waiting time and relative importance of waiting types on negative emotion and service value. A summary of the results are reported and managerial implications are discussed.

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The Effects of Consumption Values on Customer Satisfaction and Behavior Intention in Fast-Food Restaurants (패스트푸드 레스토랑의 소비가치가 고객만족, 행동의도에 미치는 영향)

  • Yang, Seung-Kwon;Shim, Jae-Hyun
    • Journal of Distribution Science
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    • v.11 no.2
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    • pp.35-44
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    • 2013
  • Purpose - Until recently, studies on customer values for restaurants recognized two path structures; the SERVQUAL model, that is, service quality? perceived value? customer satisfaction? behavioral intention, and the customer value? customer satisfaction? behavioral intention path that categorizes customer values into functional value and hedonic value. This study, instead, classifies the consumption values of fast-food restaurants based on the consumption value system provided by Sheth, Newman and Gross (1991) and illustrates the new path structure, consumption value? customer satisfaction? behavioral intention, targeting college students for a generalization of the consumption value system of fast-food restaurants. Research design, data, and methodology - This study establishes five hypotheses based on the relationship between each type of consumption value (functional, emotional, social, and epistemic) and customer satisfaction, and the relationship between customer satisfaction and behavioral intention. For this analysis, data was collected by conducting a pre-test and administering a survey to 213 college students who are regular customers at fast-food restaurants in Seoul, Korea. The data collected was then analyzed using SPSS 15.0 and AMOS 6.0 statistical packages. Results - The study showed that: First, the consumption values of fast-food restaurants are classified into the following four categories: functional value, emotional value, social value, and epistemic value while consumption value can be applied to customer value of fast-food restaurants. Second, the functional and epistemic values had a positive impact on customer satisfaction. The resulting satisfaction is attributed to the intrinsic characteristics of fast-food restaurants like the consistent quality of food, reasonable prices, fast service, and unique or new experiences on every visit. On the other hand, emotional and social values did not affect customer satisfaction. The results on emotional value differed from the general studies on restaurants while the results obtained for social value were not consistent with the studies on high-end restaurants. Third, customer satisfaction had a positive impact on behavioral intention. The survey showed that college students reflected behavioral intention - repurchase intention and word-of-mouth - if they were satisfied with the food quality and employee services provided. Simultaneously, it was seen that the impact of functional value on customer satisfaction of fast food restaurant goers was more than that of epistemic value. Conclusions - The consumption values of fast-food restaurant users could be classified into four categories, functional, emotional, social and epistemic values, based on the consumption value system provided by Sheth, Newman and Gross (1991). It proved that the customer values of restaurant goers can be extended to the path structure of consumption value? customer satisfaction? behavioral intention to confirm its generalization. The study also showed that marketing managers need to focus more on the factors that influence functional value as the fast-food restaurant users consider timely services with the consistent quality of food at a reasonable price and at a convenient place more important than the new experiences or uniqueness.

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A Study on the Effect of Retail Ready Packaging (RRP) in Discount Stores on Customer Satisfaction and Repurchase Intention

  • Jung, Sung-Tae
    • KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
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    • v.27 no.2
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    • pp.71-84
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    • 2021
  • The purpose of this study is to establish a new management strategy to meet customer needs of discount stores as customers demand higher and more diverse services in addition to low prices. An empirical analysis on consumers to explore the structural relationships between the quality, environmentally friendliness, consumer perception, service value, and emotional response of retail ready packaging (RRP) in discount stores in order to find out how they affect customer satisfaction and repurchase intention. First, it was confirmed that the RRP quality of discount stores that affects customer satisfaction is mediated by the emotional response. Second, it was found that RRP in discount stores should continue to devise strategies to improve service quality along with efforts to provide more benefits perceived by customers to increase customer satisfaction and repurchase intention. Third, it was confirmed that the RRP image of discount stores has a positive (+) effect on service value, emotional response, customer satisfaction, and repurchase intention.

The Effects of Customer's Perceived Value and Satisfaction with Restaurant's Foodservice on Loyalty Intention in Namhaean Tourist Area (남해안 관광 지역 레스토랑의 음식서비스에 대한 고객의 지각된 가치와 만족이 충성도에 미치는 영향)

  • Kang, Jong-Heon;Ko, Beom-Seok
    • Korean Journal of Human Ecology
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    • v.16 no.3
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    • pp.643-650
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    • 2007
  • The purpose of this study was to assess the effects of perceived value and satisfaction with employees' foodservice on loyalty intention. A total of 273 questionnaires were completed. Structural equation model was used to measure the mediating role of satisfaction in the causal relationships among perceived sacrifice, service quality, value, satisfaction, and loyalty intention. Results of the study demonstrated that the structural analysis result for the data also indicated excellent model fit. The direct effects of perceived sacrifice and service quality on value were statistically significant. The direct effects of service quality and value on satisfaction were statistically significant. The direct effects of value and satisfaction on loyalty intention were statistically significant. The service quality had a significant indirect influence on loyalty intention through value and satisfaction. In addition, the value played a mediating role in the relationship between service quality and satisfaction. The satisfaction played a mediating role in the relationship between value and loyalty intention.

The Customer Knowledge Structure for Building Perceived Value and Reputation of Location-based App Service (위치기반 앱 서비스를 통한 인지된 가치와 평판 형성을 위한 소비자 지식 구조)

  • Sohn, Bong-Jin;Choi, Jaewon
    • Knowledge Management Research
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    • v.18 no.1
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    • pp.159-176
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    • 2017
  • Recently, the popularity of smartphones has led to a dramatic increase in the frequency of use of App(Application) services. LBS (Location-Based Service) App service adopts various methods such as push marketing and useful information by region through providing location-based service based on the location of the consumer. In particular, an enterprise or an App management company can provide necessary information to the consumer through the necessary information among the customer related knowledge information obtained by utilizing the location information of the consumer in real time. Nevertheless, since LBS is a service that can be performed only when the company obtains consent to provide location information voluntarily by the consumer, there is a case of privacy infringement due to consumers' use of personal information. The purpose of this study is to identify the characteristics of privacy related variables and the knowledge structure for consumer value formation based on the theory of privacy calculation. We also compared the characteristics of Korea with those of China in privacy issue. As a result of the analysis, it was confirmed that factors such as information utilization ability and information control ability were influential as a key factor of privacy calculation. In addition, perceived value influences the reputation of the LBS App service.

A Study on the Effects of Perceived Quality on Whitening Cosmetics' Satisfaction and Repurchase : Focused on University Students

  • Kim, Pan-Jin;Lee, Jin-Young
    • Asian Journal of Business Environment
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    • v.6 no.2
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    • pp.15-22
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    • 2016
  • Purpose - The purpose of this study is to measure the characteristics of the perceived quality of college students of 20s which is the main customers of whitening, and to investigate the customer satisfaction and repurchase intentions according to the perceived quality of whitening. Research design, data and methodology - The interviewers in the research are 300 college students in Seoul and the metropolitan area. They were collected from October 1 to October 24, 2013. 283 of collected questionnaires were used for the analysis. The analysis in the general characteristics of the subjects was analyzed by frequency analysis. With five-dimensional factor analysis, the perceived quality through reliability analysis was investigated and verified. Results - The results from analysis of the standardized coefficient Beta value were performance(0.382), brand (0.339), and price (0.318) as a high level. On the other hand, services(0.172) and design factors (0.162) were relatively low. Conclusion - Looking for these results, this study could reach the notion that a lot of consumers with whitening cosmetics highly recognized brand, performance, and price factors, but the service and design factors were relatively recognized low in customer satisfaction and repurchase intentions.

A Study on the Influencing Factors on perceived usefulness and continuous use intention of used trading app's users: Focusing on consumption value and protection motive theory (중고거래 앱(App) 사용자의 지각된 유용성 및 지속적 사용의도에 미치는 영향요인에 관한 연구: 소비가치와 보호동기 이론을 중심으로)

  • Joung, HyunSuk;Kim, MiSook;Hong, KwanSoo
    • Journal of Korea Society of Industrial Information Systems
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    • v.27 no.2
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    • pp.143-161
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    • 2022
  • This study examines the effect of used trading app's consumption value and protection motivation and the perceived usefulness and continuous use intention. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 293 customers with experience in used transaction app's. The results of the study confirm the positive effects of the used trading app's consumption value and protection motive theory is perceived usefulness of customer. In addition, there is a positive relationship between a customer's perceived usefulness and continuous use intention of used trading app's. The study provides On a theoretical level valuable insights into the sustainability of transaction app's after post-COVID 19 and the importance of developing used trading app's consumption value and protection motivation, but there is also a limitation that the region is limited.

Korean Customer Attitudes Towards SNS Shopping

  • Cho, Young-Sang;Heo, Jeong-Yoon;Youn, Myoung-Kil
    • Journal of Distribution Science
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    • v.10 no.8
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    • pp.7-14
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    • 2012
  • As a new format of retailing, social shopping on SNS has rapidly grown in recent. Although there is much literature associated with customer behaviours in the academic world, little attention has been paid to identifying the shopping patterns of SNS shoppers. This paper will, thus, identify how perceived value has an impact on the buying intention of SNS shoppers, after illustrating what kind of factor influences the formation process of perceived value in the Korean marketplace. Given that SNS shoppers are for the most part 20s as well as 30s, the authors handed out questionnaires to them. Furthermore, based on literature review results, the conceptualised research model was developed. Despite lack of literature, the authors developed five constructs like price reduction, quantity- and time-limited message, product ranges, information-sharing, and required number of shoppers. The researchers made a considerable effort to identify the relationship between research concepts and each variable, based on a few research analysis methods such as frequency analysis, the Varimax rotation technique used orthogonal rotation, Cronbach's Alpha, PCA (Principle Component Analysis), and the like. Amongst the 5 variables used to measure the degree of influences on the perceived value as a social shopping characteristic, it has been evident that price cut, required minimum shoppers, product variety, and information-sharing have a positive impact on the perceived value formation processes of SNS customers. Also, this research implies that SNS retailers can differentiate themselves from other retailers by differently using the above factors. From a practitioner's point of view, these factors should be strategically used to increase the social shopping opportunities of SNS users. It is, furthermore, evident that the perceived value formed by the above 4 factors have played an important role in the buying decision process of SNS customers. In a sense, whether customers are aware of higher price cut rates, information-sharing, required minimum shoppers, and product variety has a positive impact on making buying decisions. From a retailer's point of view, online shopping mall operators are able to use blog as well as twitter to improve the buying intention as a marketing tool of social network, because the business activities provided by social shopping retailers, like the rapid, accurate responses to customer requirements, the provision of a variety of information, and the communications between customers are closely related to buying intentions. There are a few research limitations to conduct this empirical research. It was not easy to review prior papers, due to its lack. In spite of the increasing number of SNS shoppers in Korea, little research attention has been paid to this kind of research topic by academicians, because buying products or services through SNS is in its infancy. With regard to research populations, it would be difficult to generalise the research findings in Korea, owing to unbalanced respondent distribution. Considering the above research limitations as well as the growth of social shopping, many authors should pay considerable attention to SNS-related issues in the future, and develop the more sophisticated criteria to measure the characteristics of SNS shoppers.

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The Effect of Fashion Luxury Consumption Values on the Intention to Maintain Brand Relationships -Differences among Segmented Markets Based on Purchasing Patterns- (패션명품 소비가치가 브랜드 관계유지의도에 미치는 영향 -명품 구매액과 구매브랜드 수에 따른 세분시장별 분석-)

  • Kim, Hyun-Sook;Moon, Hee-Kang;Choo, Ho-Jung;Yoon, Nam-Hee
    • Journal of the Korean Society of Clothing and Textiles
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    • v.35 no.4
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    • pp.408-420
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    • 2011
  • This study identifies the fashion luxury customer segments grouped by expenditures and the number of purchasing brands to verify the effects of perceived luxury consumption values on the intention to maintain a brand relationship for each group. A survey questionnaire was developed and implemented to collect data to measure fashion luxury expenditures, number of purchasing brands, luxury customer values, intention to maintain brand relationships, and demographic variables. A total of 326 responses were analyzed by factor analysis, multiple regression, one-way ANOVA, and $X^2$ analysis with SPSS18.0. Respondents were grouped by luxury expenditures; in addition, the number of purchasing brands were grouped into four segments of Switching/Heavy (31.6%), Switching/Light (19.9%), Loyal/Heavy (31.3%), and Loyal/Light (7.2%) Customer Group, that was different in terms of age and marital status. When the luxury customer value for the most patronized luxury brand was factor analyzed, five distinctive sub dimensions were identified, such as Social Value, Aesthetic/Expressive Value, Experiential Value, Quality Value, and Economic Value. For the Loyal/Heavy Group, the Experiential Value had a significant effect on the customer intention to maintain a brand relationship. For the Loyal/Light group, the Aesthetic /Expressive and Economic Value had a significant effect, and for the Switching/Heavy and Switching/Light Group, Quality and Economic Value had a significant effect on the customer intention to maintain a brand relationship. In conclusion, each luxury customer value in the behavioral segments works differently in influencing the intention to maintain a brand relationship. In addition, the implications for retail strategy were discussed based on the findings.

The Effect of Coffee Shop's Servicescape on the Customer Loyalty - Focused on Jeonju Area (커피전문점의 서비스스케이프가 고객충성도에 미치는 영향 - 전주 지역을 중심으로)

  • Shen, Xiangdong;Bae, Byung-Ryul
    • The Journal of Industrial Distribution & Business
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    • v.9 no.3
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    • pp.89-98
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    • 2018
  • Purpose - Despite the global economic crisis, the numbers of coffee shops used for providing a place for social and cultural interactions show an upward trend and have become an indispensable part in people's daily life in recent years. Under the circumstance of tremendous efforts of searching new management strategies and projects, the concept of servicescape(which has physical environment characteristics) may provide a better alternative. Therefore, the purpose of this study can be broadly divided into 3 key points. First is to investigate the effects of servicescape on customer satisfaction, service value and customer loyalty about Coffee Shops in Jeonju area. Second is to examine the mediating effect of customer satisfaction and service value between servicescape and customer loyalty. Third, there is evidence that indicates the moderating effect among the interaction of customer and staff, brand image and the composition of servicescape, customer satisfaction, service value and customer loyalty. Research design, data, and methodology - This study begins empirical research about users of coffee shops' services. The data of the study is collected from 285 samples of a questionnaire which has been made from Korea and analysed by IBM SPSS 24.0 and IBM AMOS 24.0. Results - The results are reported below: First of all, the composition of condition, functionality, cleanliness and aesthetic characteristics of the servicescape has a significant impact on customer satisfaction and service value. Furthermore, customer satisfaction is identified as a factor to influence service value. Moreover, customer satisfaction and service value are identified as the causal relationship with customer loyalty. Besides, customer satisfaction and service value illustrated the mediation effect between the composition of servicescape and customer loyalty. Finally, the interaction between customer and staff, brand image illustrates the moderated effect. Conclusions - The composition of servicescape contributes to the formation of customer satisfaction and enhancing the customer's perceived service value in coffee shops. By meeting diverse and complex needs of consumers in coffee shop, the service value will not only attract loyal customers, but also increase customer loyalty and profitability. In a word, managers should rely on servicescape to enhance service experience by making differences with other competitors.