• Journal of Distribution Science
• /
• v.21 no.12
• /
• pp.47-58
• /
• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• Journal of the Korean Society of Food Culture
• /
• v.28 no.6
• /
• pp.631-639
• /
• 2013

The purpose of this study was to analyze the post-purchase behavior of customers who experienced cognitive dissonance after exposure to a franchise foodservice advertisement. The study adopted cognitive dissonance theory to explain the dissonance resulting from the combination of advertisements and actual product that consumers received. In detail, the research hypothesized that cognitive dissonance will affect consumers' post-purchase behavior as well as their efforts to reduce dissonance. Exactly 274 questionnaires were used in the analysis. The results showed that more than 80% of respondents were influenced by advertisements when purchasing menus, and 50% were unsatisfied when the provided menu "was not the same as the advertisement shown". It was found that advertisement type did not significantly affect either group that experienced dissonance. In terms of satisfaction, however, the former group showed greater dissatisfaction when dissonance occurred (p<.001). Finally, there was a significant difference between the two groups regarding post-purchase behavior (p<.05). Customers with dissonance were likely to 'express dissatisfaction directly to the store', 'leave negative reviews', and 'participate in negative word-of-mouth'. Thus, the results revealed that cognitive dissonance could significantly influence customer satisfaction and consequently lead to negative post-purchasing behaviors.

• International Journal of Advanced Culture Technology
• /
• v.10 no.3
• /
• pp.313-324
• /
• 2022

This study aims to quantitatively understand the influence of changes in functional cosmetics purchasing sentiment on purchasing behavior and purchase satisfaction after the COVID-19 pandemic and present empirical analysis results regarding the rapidly changing cosmetics consumption market. This study empirically analyzed the structural relationship between non-face-to-face service purchase behavior, functional cosmetics purchase behavior, and functional cosmetics purchase satisfaction to predict purchase behavior of functional cosmetics by psychological characteristics after COVID-19. The collected data were analyzed using SPSS 22.0 (Statistical Package for Social Science) program and Amos 21.0, and correlation analysis was performed to understand the relationship between consumers' purchasing behaviors of functional cosmetics according to their perception of risk of COVID-19 carried out.Summarizing the results of this study, it was found that the higher the anxiety after the corona outbreak, the higher the non-face-to-face service purchase behavior and the functional cosmetics purchase behavior. It was found that purchase satisfaction increased when purchasing behavior of functional cosmetics increased, but purchase satisfaction decreased as anxiety increased after the outbreak of Corona.In this study, a sample of 1452 people were used as research data, and the theoretical implications for the development of functional cosmetics were presented by confirming the effect of changes in non-face-to-face service purchase behavior according to psychological characteristics after Corona 19 on consumer satisfaction.

• The Journal of Asian Finance, Economics and Business
• /
• v.5 no.4
• /
• pp.101-105
• /
• 2018

Price discount is one of the commonly used promotion strategies to increase sales and revenue. If a discount is perceived before the purchase (i.e., pre-purchase discount), consumers are likely to perceive it as a potential gain. If it is noticed after making a regular-priced purchase (i.e., post-purchase discount), consumers may develop negative emotions and attitudes. Based on the rising transparency and omnipresence of price and discount information through web and mobile platforms, we attempt to tackle an understudied topic on the negative effect of post-purchase price discount. Specifically, post-purchase discount information may increase consumers' perception of monetary loss, which may affect consumers' decision to return the product, potentially increasing the operating costs borne by retailers. Based on a close scrutinization of the current market environment and previous academic literature, we suggest a novel conceptual framework to understand consumers' perception, attitude, and behavior (perception of loss, willingness to return) upon perceiving various formats of discount promotion (absolute value vs. percentage discount) posterior to the purchase of a product. We also look at the effect of price level (low-priced vs. high-priced). For marketing practitioners, we intend to suggest optimal promotion formats that can alleviate consumers' negative perceptions and prevent additional operation costs.

• Journal of Fashion Business
• /
• v.9 no.3
• /
• pp.22-36
• /
• 2005

This research is to classify psychological risk perceptions in purchases process at counterfeit at fashion luxury brands, into a risk perception on purchase activity itself and a risk perception on the post-purchase situation, and to analyze types and characteristics at risk reduction behaviors to reduce each risk perception. In this research a qualitative method was employed, and research-related data were collected and analyzed through in-depth interviews. Results were shown that risk reduction behaviors at psychological risk perception on purchase activity itself included rationalization of purchase, accompanied purchase, reduction and discontinuance of purchase, and that risk reduction behaviors of psychological risk perception on the post-purchase situation included information search, establishment of selection criteria, establishment of marginal limit, selective purchase, planned and compared purchase, and reduction and discontinuance of purchase. Previous researches suggested brand loyalty, selection of famous brands, utilization of information agents by marketers, pre-purchase usage and guaranteed purchase, but these risk reduction methods were not utilized, this probably being interpreted as a result of characteristics of counterfeit. In addition, risk reduction behavior of one type tended to reduce risk perception of several other types, and risk reduction behaviors of various types were utilized to reduce a certain type's risk perception. Not only types of risk perception but also levels of risk perception appeared to have exerted influence to risk reduction behaviors.

• Asia pacific journal of information systems
• /
• v.16 no.3
• /
• pp.67-93
• /
• 2006

Some consumers prefer online and others prefer offline. What makes them prefer online or offline? There has been a lack of theoretical development to adequately explain consumers' channel switching behavior between traditional physical stores and new virtual stores. Through consumers' purchase decision processes, this study examined the reasons why consumers changed channels depending on purchase process stages. Consumer's purchase decision process could be divided into three stages: pre-purchase stage, purchase stage, and post-purchase stage. We used the intention of channel selection as a surrogate dependent variable of channel selection. And some constructs, that is, channel function, channel benefits, customer relationship benefits, and perceived behavioral control, were selected as independent variables. In buying look-and-feel products, it was identified that consumers preferred virtual stores to physical stores at pre-purchase stage. To put it concretely, all constructs except channel benefits were more influenced to consumers at virtual stores. This result implied that information searching function, which is a main function at pre-purchase stage, was better supported by virtual stores than physical stores. In purchase stage, consumers preferred physical stores to virtual stores. Specially, all constructs influenced much more to consumers at physical stores. This result implied that although escrow service and trusted third parties were introduced, consumers felt that financial risk, performance risk, social risk, etc. still remained highly online. Finally, consumers did not prefer any channel at post-purchase stage. But three independent variables, i.e. channel function, channel benefits, and customer relationship benefits, were significantly preferred at physical stores rather than virtual stores at post-purchase stage. So we concluded that physical stores were a little more preferred to virtual stores at post-purchase stage. Through this study, it was identified that most consumers might switch channels according to purchase process stages. So, first of all, sales representatives should decide that what benefits should be given them through virtual stores at the pre-purchase stage and through physical stores at the purchase and post-purchase stages, and then devise collaborative channel strategies.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.30 no.6 s.154
• /
• pp.961-970
• /
• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.

• Journal of Information Management
• /
• v.40 no.4
• /
• pp.151-171
• /
• 2009

This study is to investigate dissatisfaction behavior of customers who purchase products on the Internet shopping mall and to find customers' dissatisfaction behavior types for effectively responding to that. Managing dissatisfaction behaviors are related to the customer satisfaction. To conduct this study, Call Center data was collected and analysed by qualitative method. The results showed that dissatisfaction of product quality and disappointment have different effects on post--purchase behaviors. Customers who feel more dissatisfaction with product quality showed the aggressive response such as exchange, refund, while customers who feel disappointment are likely to switch the shopping mall or to cancel the order. These results of customers' dissatisfaction behaviors indicate that company has to manage both product quality and the customer's experience dimension.

• International Journal of Costume and Fashion
• /
• v.16 no.1
• /
• pp.87-107
• /
• 2016

Small luxury purchase as self-gifting is one of the latest consumer trends in self-gifting. Although this consumption trend continues to grow in various fields, little research has been conducted on related consumer behavior. As such, this study was conducted to empirically investigate the current consumer behavior involved in purchase of small luxury self-gifts. The objectives of this study are to determine the current status of self-gifts markets, identify motives and orientations of self-gifting, and investigate the effects of the motives on self-gifts orientations. A total of 199 respondents were used in data analyses. Regarding motives for self-gifting, four motives - self-comfort, self-reward, anxiety, and showing off - were identified; regarding self-gifting orientations, five factors - rationalization (emotional comfort, product attributes, self-defense, and conformity) and the luxury being within one's spending limit - were identified. The study determined the effects of the motives on the orientations, and the effects of the motives and the orientations on post-purchase consumer reaction. This study conducted an empirical investigation on small luxury self-gifting and moreover, the study determined the motives, orientations, and consequences of self-gifting, which have not yet been explained in the literature.

• Journal of the Korean Society of Costume
• /
• v.33
• /
• pp.175-188
• /
• 1997

the main purpose of this study was to inves-tigate the consumer dissatisfaction and com-plaining behavior in purchase and use by con-sumer value. The subjects participated this study were 204 female students. They were classified into 3 groups by important degree of instrumental value which is one of the 2 value categories that divided by the Rokeach. In order to assess consumer dissatishaction in purchase and use of clothing by those groups. The Clothing Purchase Dissatisfaction Inventory was used and The Consumer Complaining Behavior Inventory was adapted to asses consumer complaining behavior. The Clothing Purchase Dissatisfaction Inventory has 4 subscales(Price related factor Produt and Quality related factor Information and Service related factor Purchase decision-mak-ing related factor)and The Consumer Complaining behavior Inventory consisted in 3 subscales(Do nothing Private complaining Public complaining) Using SAS package in order to examine Clothing Purchase Dissatisfaction Inventory scores anaslysis of variance (MANOVA) was excuted And turkety test a kind of post-hoc multiple comparisons methods was adapted to compare Clothing Purchase Dissatisfaction In-ventory scores of each groups. in order to in-vestigate consumer complaining behavior by each groups and grade major pocket money a month the mean purchse price of clothing a month x2-test Frequency Percent were executed. Conclusion eached in this study are as fol-low: 1. Each group had differences in price re-lated factor Product nad Quality related fac-tor Information and Service related factor ex-cept Purchase decision -making related factor Groups which made much of value tend to dis-satisfy in price related facor Product and Quality related factor Information and Service related factor. 2. Group that made much of value had more high scores in private complaining complainto third party and the middle group had more high scores in private complaining . Group made little of value tended to do nothing. 3. Grade major pocket money a monty the mean purchase price of clothing a month didn't have difference signficantly in consumer behavior. but major had difference on private complaining.