• Culinary science and hospitality research
• /
• v.11 no.3 s.26
• /
• pp.103-120
• /
• 2005

The purpose of this study was to identify the customer dissatisfaction types by demographic characteristics, and examine the effort of service recovery justice on the customers' satisfaction, in order to construct the efficient recovery system fer the restaurant service failure. Also, another purpose of this study was to analyze the effect of customer satisfaction on the word of mouth and the repurchase, and so devise the information measures for the positive relationship between the customers and the domestic restaurants. According to the results of this study, the customer evaluation on service recovery could be explained by the concept of justice. Also, this justice influenced the overall satisfaction on service recovery, and further the satisfaction on service recovery influenced the subsequent positive word of mouth or repurchase intention.

• Proceedings of the Korea Contents Association Conference
• /
• 2008.05a
• /
• pp.398-402
• /
• 2008

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As the results, the study found that factors of web site service quality variables has a positive impact on customer satisfaction. And customer satisfaction also has a positive impact on relationship intention and word of mouth intention. According to those results, marketing managers should develop different service strategies.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.32 no.9
• /
• pp.1427-1437
• /
• 2008

The purposes of this study were (1) to identify the effects of perceived justice on trust, commitment, repurchasing, and negative word-of-mouth intention in the Open Market by recovering the customer's dissatisfaction, and (2) to compare the effects of perceived justice between two consumer groups divided by the level of fashion involvement(High/Low). In this survey, the respondents were 369 consumers who experienced dissatisfaction in the Open Market in a year. The data were analyzed by confirmatory factor analysis, path analysis, and multiple group analysis using Amos 7.0 program. The results were as follows. It tested main effect of perceived justice on trust and commitment with dissatisfaction handling. 1) As expected, all of the perceived justice had the positive effects on trust. 2) However, only interactional justice positively influenced on commitment. 3) The customers' trust had the positive effect on the customers' commitment after the perception of justice. 4) The trust and commitment had the positive effects on repurchasing intention. 5) However, trust negatively influenced on negative word-of-mouth intention and commitment positively influenced on negative word-of-mouth intention. 6) The consumer groups classified by the level of fashion involvement showed significantly different effects of perceived justice on postcomplaint behavior.

• Journal of Convergence for Information Technology
• /
• v.9 no.10
• /
• pp.71-80
• /
• 2019

The purpose of this study is to analyze the effects of brand evidence on brand value, brand trust, brand attitude and word of mouth intention. To achieve the purpose of the study, a research model and hypothesis were established based on previous studies, and survey was conducted on 222 passengers who had used the airline. As a result of the analysis, sub-factors of airline brand evidence had a positive impact on brand value. Except for employee services, perceived prices, core services, brand names, and brand logo had a positive impact on brand value. Brand value had a significant positive effect on brand trust and brand attitude. It was also found that brand trust had a significant influence on brand attitude. This study examined the extended range by adding the brand logo as a sub-factor of brand evidence, and it is considered necessary to study including brand emotion in next study.

• International Journal of Human Ecology
• /
• v.7 no.1
• /
• pp.25-36
• /
• 2006

The purpose of this study was to investigate and compare visiting intentions by positive and negative Word-of-Mouth (WOM) and/or information of beauty shop between female college students and adult women. Data were collected from 500 consumers (250 from female students and 250 adult women) and was analyzed by using frequencies, factor analysis, t-tests and multiple regression utilizing SPSS/PC+. The findings revealed positive experience factors to prudent service, time saving/consideration for customer's position, kindness/operating system in waiting time, added services, employees' attitudes, excellent beauty and response skill, rational price and recall system/remind for customer. The negative experiences were inconsistent service, operators' convenient service, irrational price/poor skill/non-recall, non-customer central service, inappropriate face-to-face management to customer. Also, the results showed that the positive WOM information such as prudent service, time saving/consideration for customer's position, excellent beauty and response skill and rational price had influence on the visiting intention in case of female college students. The negative WOM information like non-customer central service, had influence on the visiting intention in cases of adult women.

• Journal of Distribution Science
• /
• v.15 no.10
• /
• pp.81-92
• /
• 2017

Purpose - One of the main objectives of this paper is to identify the most effective type of social media and to analyze the priority of blogs by their informational attributes in the aspect of their impacts on word-of-mouth intention(WOM) in on-line markets. Research design, data, and methodology - We set 'attitude' variable in the middle to see if there is mediating effects between blog information and word-of-mouth intention. We conducted a survey by questionnaire and received 206 answers. Employing the OLS statistical methods through the SPSS package, we tested our hypotheses. Results - Some of the main results are the followings. First, blog, micro-blog, and profile-based services showed significant effects on WOM, while Internet community and mini-homepages are not significant. Second, blog has positive impacts on WOM. Third, attitude has perfect mediating effects between blog and WOM. Fourth, in terms of effects on WOM, interactivity shows the first priority and reliability and usability follows. Finally, attitude has a more significant effect for users of 3 types of blog compared with those of 2 types. Conclusions - In this paper, we analyzed the effects of social network services by type and identified the priority among various attributes of information contained in blogs. It would provide businesses with viable strategic options to establish public relations in their sales promotion.

• Journal of the Korea Safety Management & Science
• /
• v.19 no.4
• /
• pp.169-182
• /
• 2017

Predicting a box office gross in the film industry is an important goal. Many works have analyzed the elements of a film making. Previous studies have suggested several methods for predicting box office such as a model for distinguishing people's reactions by using a sentiment analysis, a study on the period of influence of word-of-mouth effect through SNS. These works discover that a word of mouth (WOM) effect through SNS influences customers' choice of movies. Therefore, this study analyzes correlations between a box office gross and a ratio of people reaction to a certain movie by extracting their feedback on the film from before and after of the film opening. In this work, people's reactions to the movie are categorized into positive, neutral, and negative opinions by employing sentiment analysis. In order to proceed the research analyses in this work, North American tweets are collected between March 2011 and August 2012. There is no correlation for each analysis that has been conducted in this work, hereby rate of tweets before and after opening of movies does not have relationship between a box office gross.

• The Journal of Asian Finance, Economics and Business
• /
• v.7 no.12
• /
• pp.481-490
• /
• 2020

Batik industry is a business activity oriented towards customer loyalty and is demanded to show an increasing diversity of products with various motives designed to prevent customers from moving to other companies. Therefore, the purpose of this study is to develop a theoretical approach in solving problems in the relationship between service quality and product diversity on satisfaction and word of mouth (WoM) and its impact on customer loyalty. Furthermore, this study also examined the mediating effects of satisfaction and WoM in the relationship between service quality and product diversity on customer loyalty. This research's object took the customers of Batik Semarangan Craftwork, Indonesia, with the phenomenon of always developing creative and innovative Batik motif designs that can be accepted by the market without leaving Semarang's uniqueness. The total sample was 98 customers. The results of the study showed that service quality and product diversity positively affected satisfaction and WoM and had a positive effect on customer loyalty. Besides, satisfaction and WoM had a mediating effect on the effect of service quality and product diversity on loyalty. Thus, it is essential for management to create and increase customer loyalty by paying attention to service quality, product diversity, satisfaction, and WoM.

• Asia pacific journal of information systems
• /
• v.23 no.3
• /
• pp.105-129
• /
• 2013

This study draws important factors in electronic Word-of-Mouth (eWOM) and examines how these influence the building of customer loyalty. eWOM is viewed as social communication between customers and sellers, and thus the communicative action theory is applied. With the theory, we identify reviewer and seller as influential players on customers, and derive important factors such as correctness and veracity of reviews from the reviewers' action, and information compactness and adequacy from the seller's action. We propose these constructs as antecedents of customer loyalty and further hypothesize their curvilinear impacts as follows: the marginal impacts of veracity and correctness will decrease as veracity and correctness increase, and the marginal impacts of compactness and adequacy will increase as compactness and adequacy increase. The result indicates that only the seller's action has a curvilinear impact, whereas the reviewer has proportional positive impact on customer loyalty. This study indentifies important factors in eWOM from a critical social theory perspective and validates them using the positivistic approach. For practitioners, it discusses the important factors in eWOM with the identification of the individuals who are responsible for these factors.

• Agribusiness and Information Management
• /
• v.5 no.2
• /
• pp.27-37
• /
• 2013

Referral marketing plays an important role in promoting new products. When it comes to innovative agricultural products, early adopter's review or recommendation has a more critical impact on follower's purchase decision making. Hence, understanding of consumer's characteristics and needs play more important role in success of innovation. More particularly, other researchers pay attention to the role of consumer innovativeness. This study attempts to fill this gap in knowledge between innovative propensity of consumer and her/his intention to generate positive word of mouth about new agricultural products. Furthermore, in this paper, we adopt Vandecasteele and Geunes' motivated consumer innovativeness model to investigate consumer innovativeness in extrinsic motive and intrinsic motive level, and examine the moderating role of referral efficacy. For empirical verification, survey method is used for data collection. Partial least square (PLS) is adopted to analyze the data. Finally, several theoretical contributions and practical implications are discussed.