• Title/Summary/Keyword: Will-expectation

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The Impact of Consumers' Should-expectation and Will-expectation on Consumer Satisfaction: Focusing on Emotional and Rational Expectancy Disconfirmation (규범적 기대와 예언적 기대가 소비자 만족에 미치는 영향: 감정적 vs. 이성적 기대불일치를 중심으로)

  • Park, Do-Hyung;Lee, Dongwon;Chung, Jaekwon
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.17 no.7
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    • pp.245-255
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    • 2016
  • Consumer expectation is divided into rational and emotional components with regard to the experience of products or services. The purpose of this study is to investigate the relationship between these two types of expectations and consumer satisfaction. For the theoretical framework, we use the dual expectation theory with respect to the should-expectation and will-expectation, and verify their effects on consumer satisfaction. The findings of this study imply that under rational expectation, consumer satisfaction increases when the result of their experience exceeds their expectation and the impact is stronger when the will-expectation is satisfied. Under emotional expectation, consumer satisfaction increases when the should-expectation exceeds the result of the actual performance, but decreases when there is disaccord between the will-expectation and performance. For emotional-based expectation, the impact on consumer satisfaction is stronger for should-expectancy disconfirmation than for will-expectancy disconfirmation.

The Effect of Consumers' Should-expectation and Will-expectation on Consumer Satisfaction: Focusing on Regulatory Focus (소비자의 규범적 기대와 예언적 기대가 소비자의 만족에 미치는 영향: 조절초점 성향을 중심으로)

  • Park, Do-Hyung;Chung, Jaekwon
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.16 no.12
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    • pp.8462-8471
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    • 2015
  • It is widely known that consumer satisfaction, as well as consumer voice and loyalty, affect firms' performance. Prior studies on consumer satisfaction have focused on expectancy disconfirmation theory and its effects on satisfaction related to disconfirmation with consumer expectation and with perceived performance. This study classified consumer expectation into should-expectation and will-expectation, and investigated how disconfirmation with these expectations affects consumer satisfaction differently based on regulatory focus. Specifically, for promotion-focused consumers, disconfirmation of will-expectation has a more significant influence on consumer satisfaction than that of should-expectation. For prevention-focused consumers, disconfirmation of should-expectation has a more significant influence on consumer satisfaction. The results of this study provide academic insights that not only generic expectation (will-expectation) but also should-expectation play an important role in determining consumer satisfaction according to regulatory focus. In addition, it is expected that the findings can be used as a guide to manage consumer expectation in practice.

Study for Safety Satisfaction and Expectation, Satisfactioon, and Revisit of Mega-Event Participation: for Structural Equation Model (이벤트 참가에 따른 안전만족과 사전기대, 만족과 재방문의사간의 관계 연구: 구조방정식 모형을 중심으로)

  • Kwon, Young-Guk;Park, Hyun-Jee
    • Journal of the Korean Society of Safety
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    • v.20 no.4 s.72
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    • pp.162-170
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    • 2005
  • The effective development of event product for a successful event is first started with figuring out the participation motive of event. Second, what level of expectation before participating event for participant will have. Third, what level of satisfaction and safety satisfaction based on figured out motive and expectation will participant have. Fourth, what level of revisit based on satisfaction will have. The study is needed for these low items. Therefore, this investigation started as an exploratory study for a successful event to analysis the relationship among expectation satisfaction, safety satisfaction and revisit. The results indicated that participated motive is positively influenced on expectation. The expectation is positively influenced on safety satisfaction. The satisfaction is positively influenced on revisit. Finally, the safety satisfaction is positively influenced on revisit. The unique characteristics of this study is considered a safety satisfaction as m event safety and as an important factor when terror becomes often these days.

The Effects of Customer Expectations & Satisfaction on Customer Loyalty in Restaurants (외식업체 고객의 서비스 품질 기대도/만족도가 고객 충성도에 미치는 영향)

  • 양일선;신서영;김혜영
    • Korean Journal of Community Nutrition
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    • v.5 no.2
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    • pp.225-235
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    • 2000
  • Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

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The Process and Determinants of Consumer Satisfaction in Clothing (의복만족의 과정과 결정요인:20대 여성을 중심으로)

  • 최성주;임숙자
    • Journal of the Korean Society of Clothing and Textiles
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    • v.24 no.6
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    • pp.928-939
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    • 2000
  • This thesis will study the determinants of consumer satisfaction based on the disconfirmation theory. The proposed questions are first, to find out if desire and expectation are conceptually distinct. Second, to study the effects of desire, expectation, perceived performance, desire congruency, and expectation congruency on clothing satisfaction. The data used in this thesis were obtained from a two stage longitudinal survey. SPSS WIN 8.0 was used for the analysis and the following method such as mean, correlation, t-test, hierarchical regression were applied. The results indicate that first, according to the correlation analysis and crosstab analysis, satisfaction and desire were perceived as two different concepts. Second, using the hierarchical regression analysis to compare the effects of determinants of consumer satisfaction, the model of desire, expectation, performance, desires congruency, expectations congruency best explain the clothing satisfaction. Among them, effects of performance had the strongest impact. Expectation did not influence satisfaction but desire did.

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A Study on the Transition to Parenthood Expectation on Reward/Cost and Martial Relation of First Pregnant Women (초임부의 부부관계와 부모기전이 보상/비용기대감에 관한 연구)

  • 김양희
    • Journal of Families and Better Life
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    • v.17 no.3
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    • pp.1-16
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    • 1999
  • This study focuses on the beginning of transition to parenthood expectation and applies the exchange theory in order to examine reward and cost of transition to parenthood expectation and picks up the main cause effecting it. This study conducted structured questionnaires to total 330 first pregnant women and examined descriptive statistics and t-test F-test analysis by using collected data. And here are the result of research. First the transition to parenthood expectation expected rewards much more than costs and had much importance on individual aspects in parenthood. The more were they aged hardly educated and housewives the higher did they showed expectation of reward. The less did they have high education the more did they expect costs of the transition to parenthood expectation. Second to examined the reward/cost of transition to parenthood expectation according to martial satisfaction the more did they have martial satisfaction the more did they expectation of the rewa ds on transition to parenthood expectation. On the contrary the more did they respect from husbands the less did they cost of transition to parenthood expectation. This study would be helpful to lead family life having childbirth to the positive way be examining the process from childbirth plan to delivery. Also it will be applicable to seek for the methods to help would-be parents as basic data on material on education about transition to parenthood.

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Relationship between Organizational Culture and Job Characteristic and Job Continuance among Private Security Guards (민간경비원의 조직문화와 직무특성 및 직무지속의지의 관계)

  • Lee, Jong-Hwan
    • The Journal of the Korea Contents Association
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    • v.14 no.1
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    • pp.444-454
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    • 2014
  • The purpose of this study is compares organizational culture and job characteristic and job continuance will of private security searches its investigate relation. This study had selected private security company members from Seoul of 2011 for population. Using purposive sampling method, 280 samples were drawn and were used for the final analysis. Using SPSS WIN 18.0, frequency analysis, factor analysis, reliability analysis, multiple regression analysis were performed. Cronbach's ${\alpha}$ value which shows the reliability of the survey came out to be over .665. The conclusion is following : First, organizational culture of private security service affects in job characteristic. As a work period is long, the job importance and feedback appear high. As development mutual agreement culture is formed, the job importance, autonomy is high. As reasonable culture is formed, the job importance, autonomy, feedback are high. As a hierarchical culture is formed, the job importance, feedback rises, and on the other hand, autonomy decreases. Second, organization culture affects in job continuance will to private security guard. Job expectation is high in man group. As age is high, crisis sense decreases. As attainments in scholarship is high, job satisfaction, shrinkage, alternative expectation increase. As there are much monthly income, job satisfaction, shrinkage, job expectation, alternative expectation, crisis sense become increase. As development mutual agreement culture is formed, job satisfaction, malicious insincerity, job expectation, alternative expectation, crisis sense are high. As reasonable culture is formed, job expectation increases, and on the other hand, malicious insincerity decreases. As a hierarchical culture is formed, job satisfaction, malicious insincerity, job expectation, crisis sense appear high. Third, private security guard job characteristic affects in job continuance will. As attainments in scholarship is high, job satisfaction, job expectation, alternative expectation increase. As a work period is long, job satisfaction, job expectation, alternative expectation, crisis sense appear decreases. As there are much monthly income, job satisfaction, job expectation, alternative expectation, crisis sense increase. Job satisfaction, job expectation increases as recognize the job importance high. Job satisfaction, shrinkage, malicious insincerity, job expectation, alternative expectation increase as recognize autonomy high. If feedback is proceeded well, malicious insincerity decreases.

A Study on the Recognition of Hotel Customer on outside restaurants open a business at Super Deluxe Hotel in Seoul (특급호텔 식음료부 활성화를 위한 체인레스토랑 입점에 대한 호텔고객의 인식에 관한 연구)

  • Kim, Kwan-Sik
    • Management & Information Systems Review
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    • v.26
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    • pp.205-230
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    • 2008
  • The purpose of this study is to research the recognition of hotel customers when the outside special restaurants opens at hotel instead of restaurant owned by hotel in Seoul City. The major factors are showed up factor analysis as specialty and reliability of hotel and outside restaurant image. They are consisted of 5 categorizes and the results of this study are as follows; First, it is proved that the expectation of customers after opening restaurant will be increased in terms of the lower price and more variety of food & beverage products. Also, the food & beverage will be increased. However, the quality and specialty of products will not be improved as much as customers expected. Considering that the results, hotel guests expect the effect of opening restaurant at hotel for variety products and service. So, Hotel management should understand the changing attitude of customer' needs and expectation.

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The Study of Performance Improvement Expectation for Purchasing by Adopting E-Procurement System (호텔 전자조달시스템의 도입이 구매성과기대에 미치는 연구)

  • Jang, Hyun-Jong;Oh, Soon-Whan
    • The Journal of the Korea Contents Association
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    • v.10 no.10
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    • pp.429-439
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    • 2010
  • The objective of this study is to show how much it could impact improvement expectation by adopting E-procurement system. Based on literature review, the following hypotheses were proposed: H1; The level of perception for adopting E-procurement system will be different by hotel's grade, the number of hotel rooms, types of Management, the number of employees. H2; Perception for adopting E-procurement system will influence improvement expectation of food material purchasing, beverage material purchasing, Room guest supplies & cleaning supplies, general material purchasing. H2-1, H2-2, H2-3, H2-4; Perception for adopting E-procurement system will differently influence improvement expectation of food material purchasing, beverage material purchasing, Room guest supplies & cleaning supplies, general material purchasing by job level and job performance. As a result, perception for adopting E-procurement system is in proportion to improvement expectation of purchasing and hypotheses related with job level and job performance which are moderating variables were accepted partially.

WEIGHTED COMPOSITION OPERATORS BETWEEN LP-SPACES

  • JABBARZADEH, M.R.
    • Bulletin of the Korean Mathematical Society
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    • v.42 no.2
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    • pp.369-378
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    • 2005
  • In this paper we will consider the weighted composition operator $W=uC_{\varphi}$ between two different $L^p(X,\;\Sigma,\;\mu)$ spaces, generated by measurable and non-singular transformations $\varphi$ from X into itself and measurable functions u on X. We characterize the functions u and transformations $\varphi$ that induce weighted composition operators between $L^p-spaces$ by using some properties of conditional expectation operator, pair $(u,\;\varphi)$ and the measure space $(X,\;\Sigma,\;\mu)$. Also, Fredholmness of these type operators will be investigated.