• Title/Summary/Keyword: Service Purchase Intention

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The Role of Source Credibility of Streamer and Platform Policy in Live-commerce: A Perspective on Reduction of Consumer's Uncertainty (라이브 커머스 스트리머의 자원 원천 신뢰성과 플랫폼 정책의 역할: 소비자 불확실성 감소의관점)

  • Inho Hwang
    • Journal of Korea Society of Industrial Information Systems
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    • v.29 no.2
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    • pp.81-99
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    • 2024
  • Live commerce, a rapidly growing sector, facilitates real-time interaction between streamers and consumers about specific products. This business model aids rational purchasing decisions by offering visual demonstrations of product usage. This study aims to identify potential uncertainties faced by consumers in live commerce and propose strategies to mitigate these uncertainties for streamers and platforms. A research hypothesis was formulated based on prior studies and tested through surveys conducted on consumers aged 20 and above with live commerce experience. The study revealed that a streamer's credibility (trustworthiness, expertness, and reputation) significantly impacts purchase intention by mitigating uncertainty. The platform's return policy also interacted with product uncertainty, influencing consumer purchase intention. These findings provide a roadmap for creating a tailored service strategy for live commerce platforms, focusing on reducing uncertainty in the product purchase process.

The Role of Aesthetic Experience in Fashion Brands' SNS Accounts: Focusing on the Interaction of Narrative Images and Product Placement

  • Min-Sook Park;Yunji Moon
    • Asia pacific journal of information systems
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    • v.31 no.4
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    • pp.448-471
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    • 2021
  • Compared to consumers' focus, in the past, on the functional aspect of fashion products, consumers recently tend to place more importance on their impressive and memorable experiences in purchasing process. As consumer's interest changes from functional aspects to individual experience in purchasing process, fashion brands try to convey the identity of the brand through creating favourable consumers' experiences. Therefore, this study explores the effect of individuals' aesthetic experiences with fashion brands' SNS accounts on their attitudes. More specifically, the study evaluates whether consumers enjoy the flow of fashion brands' SNS accounts and form purchase intentions through their aesthetic experiences and product placement. Through a survey, empirical testing was done to investigate the effect of the aesthetic experience on of flow and purchase intentions. The current study tests the interaction effect among perceived aesthetic experience, narrative images, and product placement employing 2×2×2 MANOVA. The findings herein reveal that the aesthetic experience affects flow and purchase intention, and that there is a statistically significant interaction effect between aesthetic experience, narrative images, and product placement.

Surrogate Internet Shopping Malls: The Effects of Consumers' Perceived Risk and Product Evaluations on Country-of-Buying-Origin Image (망상대구점(网上代购店): 소비자감지풍험화산품평개대원산국형상적영향(消费者感知风险和产品评价对原产国形象的影响))

  • Lee, Hyun-Joung;Shin, So-Hyoun;Kim, Sang-Uk
    • Journal of Global Scholars of Marketing Science
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    • v.20 no.2
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    • pp.208-218
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    • 2010
  • Internet has grown fast and become one of the most important retail channels now. Various types of Internet retailers, hereafter etailers, have been introduced so far and as one type of Internet shopping mall, 'surrogate Internet shopping mall' has been prosperous and attracting consumers in the domestic market. Surrogate Internet shopping mall is a unique type of etailer that globally purchases well-known brand goods that are not imported in the market, completes delivery in the favor of individual buyers, and collects fees for these specific services. The consumers, who are usually interested in purchasing high-end and unique but not eligible brands, have difficulties to purchase these items overseas directly from the retailers or brands in other countries due to worries of payment failure and no address available for their usually domestic only delivery. In Korea, both numbers of surrogate Internet shopping malls and the magnitude of sales have been growing rapidly up to more than 430 active malls and 500 billion Korean won in 2008 since the population of consumers who want this agent shopping service is also expending. This etail business concept is originated from 'surrogate-mediated purchase' and this type of shopping agent has existed in many different forms and also in wide ranges of context level for quite a long time. As marketers face their individual buyers' representatives instead of a direct contact with them in many occasions, the impact of surrogate shoppers on consumer's decision making has been enormously important and many scholars have explored various range of agent's impact on consumer's purchase decisions in marketing and psychology field. However, not much rigorous research in the Internet commerce has been conveyed yet. Moreover, since as one of the shopping agent surrogate Internet shopping malls specifically connect overseas brands or retailers to domestic consumers, one specific character of the mall's, image of surrogate buying country, where surrogate purchases are conducted in, may play an important role to form consumers' attitude and purchase intention toward products. Furthermore it also possibly affects various dimensions of perceived risk in consumer's information processing. However, though tremendous researches have been carried exploring the effects of diverse dimensions of country of origin, related studies in Internet context has been rarely executed. There have been some studies that prove the positive impact of country of origin on consumer's evaluations as one of information clues in product manufacture descriptions, yet studies detecting the relationship between country image of surrogate buying origin and product evaluations rarely undertaken regarding this specific mall type. Thus, the authors have found it well-worth investigating in this specific retail channel and explored systematic relationships among focal constructs and elaborated their different paths. The authors have proven that country image of surrogate buying origin in the mall, where surrogate malls purchase products in and brings them from for buyers, not only has a positive effect on consumers' product evaluations including attitude and purchase intention but also has a negative effect on all three dimensions of perceived risk: product-related risk, shipping-related risk, and post-purchase risk. Specifically among all the perceived risk, product-related risk which is arisen from high uncertainty of product performance is most affected (${\beta}$= -.30) by negative country image of surrogate buying origin, and also shipping-related risk (${\beta}$= -.18) and post-purchase risk (${\beta}$= -.15) get influenced in order. Its direct effects on product attitude (${\beta}$= .10) and purchase intention (${\beta}$= .14) are also secured. Each of perceived risk dimension is proven to have a negative effect on purchase intention through product attitude as a mediator (${\beta}$= -.57: product-related risk ${\rightarrow}$ product attitude; ${\beta}$= -.24: shipping-related risk ${\rightarrow}$ product attitude; ${\beta}$= -.44: post-purchase risk ${\rightarrow}$ product attitude) as well. From the additional analysis, the paths of consumers' information processing are shown to be different based on their levels of product knowledge. While novice consumers with low level of knowledge consider only perceived risk important, expert consumers with high level of knowledge take both the country image, where surrogate services are conducted in, and perceived risk seriously to build their attitudes and formulate decisions toward products more delicately and systematically, which is in line with previous studies. This study suggests several pieces of academic and practical advice. Precisely, country image of surrogate buying origin does affect on consumer's risk perceptions and behavioral consequences. Therefore a careful selection of surrogate buying origin is recommended. Furthermore, reducing consumers' risk level is required to blossom this new type of retail business whether its consumer are novices or experts. Additionally, since consumer take different paths of elaborating information based on their knowledge levels, sophisticated marketing approaches to each group of consumers are required. For novice buyers strong devices for risk mitigation are needed to induce them to form better attitudes and for experts selections of better and advanced countries as surrogate buying origins are advised while endorsement strategy for the site might work as a reliable information clue to all consumers to mitigate the barriers to purchase goods online. The authors have also explained that the study suffers from some limitations, including generalizability. In future studies, tests of and comparisons among different types of etailers with relevant constructs are recommended to broaden the findings.

A study on consumer satisfaction based on company mistakes compensation program for companies advancing into overseas market: a comparison of laptop and restaurant service between Korean and Japanese consumers (해외진출 기업을 위한 기업과실 보상프로그램의 소비자 만족도 연구 : 한.일 소비자의 노트북 구매와 레스토랑 서비스 비교)

  • Sohn, Won-Sang
    • International Commerce and Information Review
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    • v.15 no.1
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    • pp.3-34
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    • 2013
  • This research, which was experimented by dividing tangible and intangible products, established the influence that affects recovery for consumers' complaint behavior and behavioral intention as per each different compensation program. In Experiment 1, the consumers, who experienced complaint behavior owing to company's mistake, have preferably recovered through the compensation program offered by the company. However, there was a significant difference in preference recovery between products that caused complaint behavior. According to the study result, the more clear preference recovery was shown in the case of purchasing laptop than the case of dining in family restaurant. Additionally, the consumers' emotion recovery was possible through compensation.; There was a emotion recovery disparity depending on product type between purchasing laptop case and dining in family restaurant case. The consumers, who experienced complaints, were only able to recover their preference, emotion, and behavioral intention through compensation of which recovery was greater in tangible product case than ordinary service. Meanwhile, there was no distinct difference between recovery compensation types even though the products were identical-type ones whereas it appeared that such tangible product which showed greater purchasing effort as laptop computer was more effective in stimulating emotion response. In Experiment 2, the purpose was to find out the difference between complaint behavior and its recovery process shown after purchase by Korean and Japanese college students, who have different consumer purchasing habits. The both consumers of the two countries, who experienced complaint behavior, demonstrated precise difference in preference recovery while the emotion and behavioral intention exhibited no disparity between the two consumer groups. In this experiment, it was learned that Korean college students were show-off purchase type consumers while on the other hand, the Japanese college students were famous product purchase type consumers. Thus, there was a clear difference in laptop computer purchase process and post-purchase evaluation between these two groups. In particular, the Korean college students had quicker preference recovery through compensation than the Japanese college students on account of their tendency to be consciousness of others. Nevertheless, there was no difference between the emotion recovery and re-purchase recovery and therefore, the compensation program for complaints was proven to affect the emotion and behavioral intention.

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An Empirical Study on the Factors Influencing Acceptance of Convergence Services: Focusing on Telematics Service (컨버전스 서비스 수용에 관한 실증분석: 텔레매틱스 서비스를 중심으로)

  • Kim, Donghee;Kim, Dayoung;Oh, Jungsuk
    • The Journal of Society for e-Business Studies
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    • v.18 no.4
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    • pp.241-255
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    • 2013
  • Convergence service, which is a combination of various services, is becoming more important. Among the many examples of convergence service, this study aims to analyze telematics service. By dividing Telematics service into information services and entertainment services, it was empirically proved that the relationship between each dimensions of TAM (perceived ease of use, perceived usefulness, purchase intention) and each service satisfaction, price, design factor. According to the result of structure equation model, service satisfaction and design factor have a significant effect on perceived ease of use, but not on perceived usefulness. It means that the perceived ease of use factor should be emphasized, because of service characteristics that are used during driving.

The Relationship between Perceived Justice and Customer Attitude in an Integrated On·Offline Commerce : Focusing on the Moderation Effect of Commerce Industry Type (통합된 온·오프라인 상거래에서 지각된 공정성과 고객태도 간 관계 : 상거래 산업유형의 조절효과를 중심으로)

  • Moon, Yunji
    • Journal of Information Technology Applications and Management
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    • v.26 no.2
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    • pp.41-60
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    • 2019
  • O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.

Effects of ESG Management of Retail Companies on Consumer Values and Attitudes

  • Choo Yeon KIM;Ji Min PYO;Seong Soo CHA
    • Journal of Distribution Science
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    • v.21 no.4
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    • pp.113-119
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    • 2023
  • Purpose: This study aims to investigate the effect of retailer's ESG performance on consumption value. The research analyzed the effect of consumption value that can be obtained through ESG management of retail companies on consumer attitude and repurchase intention. Research design, data, and methodology: A research model and hypothesis were established, and statistical analysis was performed on a total of 278 samples of all age groups. To secure the reliability and validity of the data, confirmatory factor analysis and discriminant validity analysis were performed, and the causal relationship of latent variables was verified through path analysis. Results: As a result of the analysis, it was found that among the characteristics of consumption value according to ESG management, social value, economic value, accessible value, and eco-friendly value had an effect on social contribution attitude. Also, the economic value was found to have an effect on the self-actualization attitude, and both the social contribution attitude and the self-actualization attitude have an effect on the purchase intention. Conclusions: This study empirically analyzed the value of ESG management in the retail industry that consumers are paying attention to recently. This will serve as a basis for revising and supplementing the retail companies' strategy in the near future.

Assessing the Effects of Service Quality, Experience Value, Relationship Quality on Behavioral Intentions

  • TRAN, Van Dat
    • The Journal of Asian Finance, Economics and Business
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    • v.7 no.3
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    • pp.167-175
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    • 2020
  • The study aims to examine the relationships between service quality, experience value, relationship quality and behavior intentions. Validated measurements were identified from a literature review. The total of 309 valid respondents were used in this research. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on the 309 responses using confirmatory factor analysis and a structural equation modeling, accordingly. In addition, this study systematized the concepts, defined and tested the component scales of the relationship model between service quality, experience value, relationship quality and behavior intentions from the collected data, which helps to adequately identify the relationship between the factors in the model as well as the impact. The findings confirm that service quality influences experience values, relationship quality and purchase intention. Service quality, experience value, relationship quality and behavior intentions altogether are not well understood in current literature despite the important implication for managers, academicians and consumers alike. Contributes to a better fit between relationship marketing models and managerial practice in business markets. This study provides managerial implications regarding service quality and experience value so that firms and marketers can consult and apply. Managers should not only focus on the improvement of service quality but overall strategic planning.

Effects of Application Attributes of Coffee Chains on Consumer's Repurchase Decision-Making Processes (커피전문점의 모바일 애플리케이션 특성이 고객 재구매 의사 결정에 미치는 영향)

  • Zhang, Hang;Kim, Hyoeun;Kim, Byoungsoo
    • Journal of Digital Convergence
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    • v.15 no.9
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    • pp.137-146
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    • 2017
  • This study explores the impacts of application attributes of coffee chains on consumer's re-purchase decision-making processes in the context of coffee chains. We posited coffee quality, service quality, and physical environment as key service attributes of coffee chains and personalization, usefulness, economy, and convenience as key application attributes. The moderating effect of application attributes on the relationship between consumer satisfaction and repurchase intention was investigated. The theoretical framework was tested based on 382 consumers who frequently visit coffee chains and install their applications. PLS method was used to analysis the hypotheses. The theoretical model accounts for 48.1% of variance in customer satisfaction and 41.6% of variance in repurchase intention. The analysis results showed that personalization and convenience play an moderating effect on consumer's repurchase decision-making processes. Coffee quality and physical environment were found to have significant effects on customer satisfaction, while service quality does not significantly influence consumer satisfaction. Brand image has a significant effect on customer satisfaction and repurchase intention.

Persuasion Tactics of Salesmen : Moderating Effect in Regards to the Purchasing Patterns and Gender of College Students (판매원의 설득전술 : 대학생의 구매형태 및 성별의 조절효과)

  • Yoon, Sung-Wook;Kang, Jiho;Jeong, Weon-Deog
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.11
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    • pp.7494-7500
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    • 2015
  • The purpose of this study is to investigate how the customer's attitudes and behavioral responses, depending on the persuasion tactics of salespeople in customer service and meeting point. The tactics of persuasion of customer acceptance and purchase depending on the type of salesperson with proven effectiveness of even comes out to investigate what results according to the purchase form and the customer that the customer consumes gender. Results First, the tactics of persuasion tactics of coercive tactics to mention the loss of a salesman showed that increasing the degree of acceptance than non-coercive tactics to help consumers buy the information provided above. Second, coercive tactics to adjust the effect with respect to the degree of acceptance of the purchase of helping consumers to purchase in the online form has been proven to be more effective than non-coercive tactics case. Third, adjusted for gender effects were proven to help women with respect to the degree of acceptance of a consumer purchases more effective than men. That is, in consumer contacts, the persuasion tactics of salespeople depending on the customer's acceptance and purchasing intention showed that coercive tactics has the more positive impact on online forms and women.