Iterative Cyclic Model of Generation MZ's Consumer Purchase Decision Journey for a Fashion Product (MZ세대 소비자의 패션상품 구매의사결정여정의 반복순환모델)
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- Journal of the Korean Society of Clothing and Textiles
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- v.46 no.4
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- pp.638-656
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- 2022
This study aimed to identify characteristics of Generation MZ's consumer purchase decision journey to develop the new fashion CDJ model. The initial stage was affected by habit, online community, social media, aesthetics, circumstantial need, and proxy. In the search and consideration stage, mobile channels were used actively. In the active search and evaluation stage, online media, experiential data, and personal information were employed. In the purchase stage, zoomers took plenty of time in search and evaluation before spending, contrary to millennials who made their purchases more quickly. In the post-purchase experience stage, zoomers actively displayed follow-up behaviors depending on their satisfaction, such as retaining or deleting the app. While, millennials did not turn away from the store or brand, but followed up on their purchases even when they had an unsatisfactory experience. Based on the characteristics of CDJ, iterative cycle CDJ models were developed. Zoomers CDJ model was presented as a search loop that consists of the search and evaluation process, in which information accumulates, and a purchase loop in which the actual purchase occurs. The iterative cycle CDJ model was presented connected to the loyalty loop as the main section, which is accelerated in millennials' CDJ model.
Recently, the domestic department store industry is growing into a complex shopping cultural space, which is advanced and differentiated by changes in consumption patterns. In addition, competition is intensifying across 70 places operated by five large companies. This study investigates the determinants of the visits to department stores using the big data concept's automatic vehicle access system (pos) and proposes how to strengthen the competitiveness of the department store industry. We use a negative binomial regression test to predict the frequency of visits to 67 branches, except for three branches whose annual sales were incomplete due to the new opening in 2021. The results show that the demand for visiting department stores is positively associated with airport, terminal, and train stations, land areas, parking lots, VIP lounge numbers, luxury store ratio, F&B store numbers, non-commercial areas, and hotels. We suggest four strategies to enhance the competitiveness of domestic department stores. First, department store consumers have a high preference for luxury brands. Therefore, department stores need to form their own overseas buyer teams to discover and attract new luxury brands and attract customers who have a high demand for luxury brands. In addition, to attract consumers with high purchasing power and loyalty, it is necessary to provide more differentiated products and services for VIP customers than before. Second, it is desirable to focus on transportation hub areas such as train stations, airports, and terminals in Gyeonggi and Incheon. Third, department stores should attract tenants who can satisfy customers, given that key tenants are an important component of advanced shopping centers for department stores. Finally, the department store, a top-end shopping center, should be developed as a space with differentiated shopping, culture, dining out, and leisure services, such as "The Hyundai", which opened in 2021, to ensure future growth potential.
Many countries and companies are pursuing and developing Artificial intelligence as it is the core technology of the 4th industrial revolution. Global IT companies such as Apple, Microsoft, Amazon, Google and Samsung have all released their own AI assistant hardware products, hoping to increase customer loyalty and capture market share. Competition within the industry for AI agent is intense. AI assistant products that command the biggest market shares and customer loyalty have a higher chance of becoming the industry standard. This study analyzed the current status of major overseas and domestic IT companies in the field of artificial intelligence, and suggested future strategic directions for voice UI technology development and user satisfaction. In terms of B2B technology, it is recommended that IT companies use cloud computing to store big data, innovative artificial intelligence technologies and natural language technologies. Offering voice recognition technologies on the cloud enables smaller companies to take advantage of such technologies at considerably less expense. Companies also consider using GPT-3(Generative Pre-trained Transformer 3) an open source artificial intelligence language processing software that can generate very natural human-like interactions and high levels of user satisfaction. There is a need to increase usefulness and usability to enhance user satisfaction. This study has practical and theoretical implications for industry and academia.
This research studied the effect of customer experience characteristics in offline home appliance stores on perceived value and revisit intention. Among the offline distribution of home appliances with more than 100 stores nationwide, two home appliance retailers (HiMart, E-Land), three hypermarkets (E-Mart, Homeplus, Lotte Hi-Mart), and two home appliance stores (LG Best Shop, Samsung Digital Plaza) were selected, and a survey was conducted on men and women in their 20s or older in Seoul, Gyeonggi, and Incheon who had visited and purchased the home appliance store within the last 6 months. As a result of the survey, a statistical analysis was conducted on a total of 330 samples using the PLS (Partial Least Squares) structural equation model and SPSS statistical package. Through this study, the following research results can be obtained. First, educational experience, deviant experience, and aesthetic experience had a positive (+) effect on the functional value. However, entertainment experience did not affect functional value. Second, educational experience, deviant experience, and aesthetic experience all had a positive (+) effect on emotional value. Third, both functional and sensory values had a positive (+) effect on the revisit intention. Fourth, it was confirmed that brand loyalty had no moderating effect between functional value and sensory value revisit intention. The results of this study show the structural relationship between customer experience characteristics, perceived value (functional value, sensory value), and revisit intention. This result provides guidelines on what activities home appliance offline stores should do at a time when online channels threaten the survival of offline channels.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
The purpose of this study was to examine consumers' perceptions of eco-friendly children's-wear and their impact on the selection criteria for children's-wear and stores. A descriptive survey method using a self-administered questionnaire was employed. The sample consisted of mothers with children under the age of 13 residing in Seoul and the Gyeonggi area. Data were collected from September 2011 to October, 2011. The collected data were analyzed to find the differences between purchasers and non-purchasers of eco-friendly children's-wear in terms of their perceptions of eco-friendly children's-wear, as well as the influence of these perceptions on the consideration degree of criteria for the selection of children's wear and store. The results indicate that perceptions of eco-friendly children's-wear implied five key factors related to quality reliability, expected value, style, degree of recognition, and dissatisfaction with design and price. The results also revealed some differences between the group purchasing eco-friendly children's-wear and the group not purchasing eco-friendly children's-wear. These different perceptions were related to the aspects of quality reliability, expected value, style, degree of recognition. In general, the non-purchasing group displayed a lower mean score than the purchasing group. Both groups showed a low interest in aesthetic appreciation and the degree of recognition factor. The results showed that consumer's perceptions of eco-friendly children's-wear had an influence on the criteria for the selection of children's-wear and store type in both groups. Considering the findings of the study, it is clear that both purchasers and non-purchasers of eco-friendly children's-wear showed differences in their perceptions and purchasing behavior. Therefore, marketing strategies to appeal to the non-purchasing group should be differentiated from strategies used to ensure the loyalty of the purchasing group.
Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests that both functional values and hedonic values should be included in developing the index of consumer satisfactions. The purpose of our study is to investigate the relationship between shopping value and consumer satisfaction, and actual patronage behavior. Shopping values is defined as the difference between total benefits and total shopping costs. Total benefits include the dimensions of product quality, service quality, and hedonic benefits. Total costs are classified as the monetary costs and non-monetary cost. The conceptual framework developed for this empirical study is as follows.
The marketing using coupons policy is using in various business departments. The coupon marketing gives advantages to consumers and stores, too. The coupon policy gives discount to consumers. The stores can reduce cost of advertisement. It activates the motivation of consumers to give his loyalty to the specific store. Although the coupon marketing has these merits, there are too many coupons in the purse of consumers. The consumers should collect their coupons in their purse. The shops have to calculate the points of each consumer's coupons differently. The processing process of coupons is too complex to manage. This paper implements the managing system to control stamps in mobile devices. "Collecting Stamp" resolves those problems and enables to manage various coupons in mobile environment.
With advances in QR code, mobile is becoming one of important channels in the fashion retail industries. This study attempts to understand the importance of QR code utilization in creating multi-channel business model. Study objectives are to classify types of multi-channel retailing by QR code utilization and to explore the role of QR code technology in strategic marketing elements for types of multichannel retailer. As an exploratory approach, a total of 78 news articles regarding QR code issues were reviewed and analyzed by focusing on 48retailers seleted in this study. The results found seven dimensions of QR code marketing strategies: abundant product information, additional information contents, transaction accessibility, connectedness to channels, location based service, loyalty program and multimedia advertising. Based a combination of channels and level of mobile apps' activation, multichannel retailers utilizing QR code technology were classified into four types; bricks-click-active mobile model, bricks-click-inactive mobile model, bricks-click model, and click-active mobile model. There were differences of using QR code marketing strategies among multichannel models. According to results, for bricks-and-mortar retailers, QR code was critical to integrate shopping experience with merchandise or sales promotions across channels. In addition, for non-store retailers, the QR code utilization was successful in expanding mobile channels, which can promote retail sales by a two-way interaction with customers via the mobile apps.
Purpose - With growing competition in the service distribution industry, the importance of managing customer complaints has increased. If firms handle customer complaints effectively, they can strengthen customer loyalty and repurchase intention. Many studies have focused on customers expressing complaints, yet research on silent customers is scant. This study focuses on two types of complainers and non-complainers. In other words, this study is to examine the value of voice complaint intention and no-action intention. This study also investigates how perceptual and relational factors affect complaint intention. Research design, data, and methodology - This study was carried out using the survey with undergraduate students who have faced a service failure in a retail store(fast foods, electronics, apparel). And if such complaint were to occur again, respondents were asked about any possible action they would take. 300 questionnaires were distributed and a total of 279 respondents provided complete and usable data. The sample consisted of 158 males(56.6%) and 121 females(43.4%). The structural equation modeling analysis was used for the hypothesis test. Results - The results are as follows. First, attitude toward complaining, likelihood of successful complaint, and ease of complaint were positively related to voice complaint intention. Second, attitude toward complaining, likelihood of successful complaint, and ease of complaint were negatively related to no-action intention. Third, commitment was positively related to voice complaint intention but didn't have a significant negative impact on no action. Forth, voice complaint behavior reduced switching intention and no-action intention enhanced switching intention. Conclusions - The findings of this study confirm the value of complaint behavior and show voice complaint intention and no-action intention should be managed differently. Voice complaint intention is evaluated positively because it reflects customers' concerns about the company, while no-action intention is evaluated negatively. Attitude toward complaing is the most effective in increasing voice complaint intention and likelihood of successful complaint is a major factor in reducing no-action intention. Also, in explaining switching intention, voice complaint intention plays a more important role than no-action intention.
. 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
Perceptions of eco-friendly young-children's wear and selection criteria for young-children's wear and stores - A comparison of eco-friendly and ordinary children's wear purchasers -
(친환경 유아복에 대한 인식이 유아복 구매시의 제품과 점포 선택기준에 미치는 영향 - 친환경 유아복 구매자와 비 구매자 비교 -)
The Study of the Effect of Shopping Value on Customer Satisfaction, and Actual Purchase Behavior
(쇼핑가치가 고객만족과 구매행동에 미치는 영향에 관한 연구 - 백화점 쇼핑행동을 중심으로 -)
An Implementation of a Stamps Management System on Mobile Devices
(Collecting Stamps : 모바일 스탬프북 관리시스템 설계 및 구현)
An Exploratory Study of QR Code Utilization for Retailers' Multichannel Strategy
(소매업체의 멀티채널 전략을 위한 QR코드 활용의 탐색적 연구)
Customer Complaint Intention in the Service Distribution Industry : Types and Determinants
(서비스 유통 산업에서 고객 불평의도 유형과 결정요인)
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