• Title/Summary/Keyword: behavioral intent

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Exploring Interpersonal Trust Online

  • Ahn, Soo-kyoung
    • Journal of Fashion Business
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    • v.21 no.6
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    • pp.31-46
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    • 2017
  • This study views the people's propensity to rely on others' evaluations as the interpersonal trust online despite a lack of personal interactions. Therefore, this study explores the underlying dimensions of interpersonal trust and examines how interpersonal trust influences trust in the e-tailer and behavioral intent. Data of 395 adults who had purchased apparel goods online were collected nationwide using an online questionnaire. Exploratory and confirmative factor analysis identified five underlying constructs of interpersonal trust online such as peer identification, ability, integrity, shared lifegoals, and benevolence. A structural equation modeling test was conducted to examine the relationships between interpersonal trust, trust in the e-tailer, and behavioral intent. Interpersonal trust influenced on trust in the e-tailer, specifically on trust in the e-tailer's competence which subsequently increased a customer's behavioral intent such as attitude toward the e-tailer and shopping intention. Although no direct effect of interpersonal trust on the behavioral intent was found, interestingly, the effects of the interpersonal trust on the e-tailer trust which derived the behavioral intent to purchase. This result suggests that marketers devise a more effective system and environment that can encourage the interpersonal trust between customers to build a strong trust in e-tailers. It also provides a theoretical framework of online trust in the way of classifying interpersonal trust and trust in e-tailers.

The Effects of Service Encounters in a Family Restaurant on Customer Value and Behavioral Intent (패밀리레스토랑의 서비스 접점이 고객 가치 및 행동의도에 미치는 영향)

  • Jung, Hyo-Sun;Yoon, Hye-Hyun
    • Korean journal of food and cookery science
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    • v.28 no.3
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    • pp.285-298
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    • 2012
  • This study was undertaken to understand the interrelationships among customer's perceptions of service encounters, customer value, and behavioral intent in a family restaurant. Based on 331 samples obtained from empirical research, we reviewed the reliability and fitness of a research model and verified three hypotheses using a structural equation model. The results showed that physical environment (${\beta}$ = .418) and a customer interaction with the service provider (${\beta}$ = .265) had a significant effect on the customer's hedonic value. Additionally, physical environment (${\beta}$ = .126) and customer interaction with service providers (${\beta}$ = .264) had a significant effect on customer utilitarian value. Customer's hedonic (${\beta}$ = .538) and utilitarian value (${\beta}$ = .382) triggered by service encounters had a significant effect on their behavioral intent. Limitations and future research directions are discussed.

Measuring the Effect of Foodservice Related Complaint Handling on University Students' Behavioral Intent in Fast Food Restaurant (패스트푸드점에서 대학생들의 행동의도에 미치는 음식서비스 불평처리의 영향 평가)

  • 강종헌;정항진
    • Korean journal of food and cookery science
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    • v.19 no.6
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    • pp.745-752
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    • 2003
  • The aim of this study was to test the behavioral intent-based model of the foodservice related complaint handling. Accordingly, this study examined the effects of complaint handling on the university students' behaviort based on the word-of-mouth intent and repurchase intent. The findings from this study were as follows. KMO and Bartlett's test statistics showed the data fit factor analysis. The factor loadings, eigenvalues, % of variance, and communalities showed that the convergent validity was supported, the average variance extracted estimates and shared variance showed that the discriminant validity is supported, and composite alpha showed that the internal consistency was supported. It was found that some of main effects on the word-of-mouth intent and the repurchase intent were significant. It was found that some of interactional effects of the complaint type, the degree of correction effort, and the satisfaction with the complaint handling were significant. Overall, the results provide some insights into the types of foodservice related complaint handling strategies or the tactics that can be effectively employed by operators who manage complaint handling for customers dining at fast food restaurants.

Assessing the Damage: An Exploratory Examination of Electronic Word of Mouth (손해평고(损害评估): 대전자구비행소적탐색성고찰(对电子口碑行销的探索性考察))

  • Funches, Venessa Martin;Foxx, William;Park, Eun-Joo;Kim, Eun-Young
    • Journal of Global Scholars of Marketing Science
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    • v.20 no.2
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    • pp.188-198
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    • 2010
  • This study attempts to examine the influence that negative WOM (NWOM) has in an online context. It specifically focuses on the impact of the service failure description and the perceived intention of the communication provider on consumer evaluations of firm competence, attitude toward the firm, positive word of mouth and behavioral intentions. Studies of communication persuasiveness focus on "who says what; to whom; in which channel; with what effect (Chiu 2007)." In this research study, we examine electronic web posting, particularly focusing on two aspects of "what": the level of service failure communicated and perceived intention of the individual posting. It stands to reason electronic NWOM that appears to be trying to damage a product’s or firm's reputation will be viewed as more biased and will thus be considered as less credible. According to attribution theory, people search for the causes of events especially those that are negative and unexpected (Weiner 2006). Hennig-Thurau and Walsh (2003) state "since the reader has only limited knowledge and trust of the author of an online articulation the quality of the contribution could be expected to serve as a potent moderator of the articulation-behavior relationship. We therefore posit the following hypotheses: H1. Subjects exposed to electronic NWOM describing a high level of service failure will provide lower scores on measures of (a) firm competence, (b) attitude toward the firm, (c) positive word of mouth, and (d) behavioral intention than will subjects exposed to electronic NWOM describing a low level of service failure. H2. Subjects exposed to electronic NWOM with a warning intent will provide lower scores on measures of (a) firm competence, (b) attitude toward the firm, (c) positive word of mouth, and (d) behavioral intention than will subjects exposed to electronic NWOM with a vengeful intent. H3. Level of service failure in electronic NWOM will interact with the perceived intention of the electronic NWOM, such that there will be a decrease in mean response on measures of (a) firm competence, (b) attitude toward the firm, (c) positive word of mouth, and (d) behavioral intention from electronic NWOM with a warning intent to a vengeful intent. The main study involved a2 (service failure severity) x2 (NWOM with warning versus vengeful intent) factorial experiment. Stimuli were presented to subjects online using a mock online web posting. The scenario described a service failure associated with non-acceptance of a gift card in a brick-and-mortar retail establishment. A national sample was recruited through an online research firm. A total of 113 subjects participated in the study. A total of 104 surveys were analyzed. The scenario was perceived to be realistic with 92.3% giving the scenario a greater than average response. Manipulations were satisfactory. Measures were pre-tested and validated. Items were analyzed and found reliable and valid. MANOVA results found the multivariate interaction was not significant, allowing our interpretation to proceed to the main effects. Significant main effects were found for post intent and service failure severity. The post intent main effect was attributable to attitude toward the firm, positive word of mouth and behavioral intention. The service failure severity main effect was attributable to all four dependent variables: firm competence, attitude toward the firm, positive word of mouth and behavioral intention. Specifically, firm competence for electronic NWOM describing high severity of service failure was lower than electronic NWOM describing low severity of service failure. Attitude toward the firm for electronic NWOM describing high severity of service failure was lower than electronic NWOM describing low severity of service failure. Positive word of mouth for electronic NWOM describing high severity of service failure was lower than electronic NWOM describing low severity of service failure. Behavioral intention for electronic NWOM describing high severity of service failure was lower for electronic NWOM describing low severity of service failure. Therefore, H1a, H1b, H1c and H1d were all supported. In addition, attitude toward the firm for electronic NWOM with a warning intent was lower than electronic NWOM with a vengeful intent. Positive word of mouth for electronic NWOM with a warning intent was lower than electronic NWOM with a vengeful intent. Behavioral intention for electronic NWOM with a warning intent was lower than electronic NWOM with a vengeful intent. Thus, H2b, H2c and H2d were supported. However, H2a was not supported though results were in the hypothesized direction. Otherwise, there was no significant multivariate service failure severity by post intent interaction, nor was there a significant univariate service failure severity by post intent interaction for any of the three hypothesized variables. Thus, H3 was not supported for any of the four hypothesized variables. This study has research and managerial implications. The findings of this study support prior research that service failure severity impacts consumer perceptions, attitude, positive word of mouth and behavioral intentions (Weun et al. 2004). Of further relevance, this response is evidenced in the online context, suggesting the need for firms to engage in serious focused service recovery efforts. With respect to perceived intention of electronic NWOM, the findings support prior research suggesting reader's attributions of the intentions of a source influence the strength of its impact on perceptions, attitude, positive word of mouth and behavioral intentions. The implication for managers suggests while consumers do find online communications to be credible and influential, not all communications are weighted the same. A benefit of electronic WOM, even when it may be potentially damaging, is it can be monitored for potential problems and additionally offers the possibility of redress.

The Roles of Economic Benefits and Identity Salience: Inducing Factors in the Behavioral Intent to Use Outlet Shopping Centers (아울렛 쇼핑센터의 이용의도에서 아이덴티티 현저성의 요인과 경제성의 역할)

  • Choi, Nak-Hwan;Lim, Ah-Young;An, Lina
    • Journal of Distribution Science
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    • v.11 no.6
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    • pp.41-50
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    • 2013
  • Purpose - Inducing consumers' behavioral intent to use an outlet shopping center is a critical issue for managers since it can be used as a guide for developing marketing strategies. Low prices could lead to a growth in retail purchases, but there might also be a positive relationship between prices and customer perceptions of product quality. The extent to which consumers use price as a predictor of quality may differ according to the availability of important alternative cues such as brand, store name, and identity salience triggered by the store. Consumers can obtain non-economic benefits from marketing exchanges that go beyond basic economic achievement. We argue that identity salience can play a crucial mediating role when consumers, acting as exchange partners, seek to obtain social benefits. This study shows that identity salience could mediate the relationship between identity salience-inducing factors such as multi-finality, prestige and role performance, and consumers' behavioral intent to use an outlet shopping center. Research design, data and methodology - The survey was conducted on college students enrolled in marketing classes. A total of 200 questionnaires were distributed, of which only 194 were returned. After five incomplete questionnaires were excluded, a final sample of 189 was used for empirical analysis. Using a covariance structural analysis in Amos17, we confirmed the fit of the research model and estimated its parameters by using the maximum likelihood method. Results - The results of the hypotheses testing are as follows. First, both identity salience and economic benefits have positive effects on the behavioral intent to use an outlet shopping center. Second, role performance, prestige, and multi-finality have positive effects on identity salience. Finally, the additive analysis of the direct effects of identity salience-inducing factors shows that the role performance, prestige, and multi-finality factors have no direct effects on the behavioral intent to use an outlet shopping center, suggesting that identity salience plays a positive mediating role. Conclusions - This study informs marketers that not only price but shoppers' identity salience directly affects their intent to visit an outlet shopping center. To strengthen shoppers' identity salience, marketers should find ways to help shoppers fulfill their multiple social roles, realize their multiple goals, and achieve prestige. In other words, outlet shopping centers must improve their personal service environment in order to enhance their employees' service quality and assist the execution of multi-finality by minimizing the perceived costs (e.g., travel time, effort) associated with shopping trips, thus making it easier for consumers to combine visits to multiple stores in outlet shopping centers and buy the items required for their consumption goals. Outlet shopping centers must also offer assortments with both breadth and depth in order to help consumers play the social roles their social networks have given them.

A COMPARISON STUDY ON THE COMMUNICATIVE INTENT OF CHILDREN WITH REACTIVE ATTACHMENT DISORDER AND DEVELOPMENTAL LANGUAGE DISORDER (반응성 애착장애아와 발달성 언어장애아의 의사소통 의도 비교 연구)

  • Lee, Kyung-Sook;Lee, Ho-Boon;Shin, Cheong-Hyoun;Noh, Kyung-Sun;Im, Yun-Hwa
    • Journal of the Korean Academy of Child and Adolescent Psychiatry
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    • v.8 no.2
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    • pp.207-216
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    • 1997
  • This study was conducted to investigate the communicative intent between Reactive Attachment Disorder(RAD) and Developmental Language Disorder(DLD). The subject of this study were 20 27-51 monthold children(10 RAD Children, 10 DLD children) functioning at similar stage of language development. The communicative intent was investigated vertical and horizontal dimension. Rating of vertical communicative intent was based on the assessment scales devised by Wetherby and Prutting(1984). Horizontal dimension was measured by the assessment guidelines of Wetherby and Prizant(1989). All the data were rated by two rators independantly. 1) In communicative intent, vertical development level of DLD children was more sophiscated than that of RAD children. 2) DLD children expressed more horizontal communicative intent than RAD children. The percentage of the three major categories(behavioral regulation, social interaction, and joint attention) of communicative intent in DLD children was lined up social interaction>joint attention>behavioral regulation. On the contrary, RAD children displayed in order of behavioral regulation>social interaction>joint attention. In addition, DLD children showed diversely as compared with RAD children.

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Developing a Measurement Instrument to Explore Variables that Predict Teachers' Referral Intentions: Using the Theory of Planned Behavior (TPB)

  • Lee, Ji-Yeon
    • Journal of the Korean Society of School Health
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    • v.34 no.1
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    • pp.33-41
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    • 2021
  • Purpose: Exploring the variables that predict teachers' intent when referring students to mental health professionals is important. The Theory of Planned Behavio (TPB) is a theory of predicting people's intentions of performing a particular behavior; the intent to perform a certain behavior is determined by three factors. (1) attitudes toward the behavior, (2) subjective norms, and (3) perceived control. This study aimed to develop a TPB measurement to investigate what variables predict the intentions of teacher's referral behaviors. Methods: A qualitative study following standardized manuals and guidelines for developing a TPB measurement was used. As a qualitative research method, the Consensual Qualitative Research-Modified (CQR-M) was used. According to the findings from the qualitative study, the quantitative measurement to assess teachers' referral intention, attitude, subjective norm, and behavioral control was developed. Results: The reliability and validity of the newly developed measurement were tested and verified. Conclusion: The newly developed measurement would contribute to a future empirical study that will examine predictors of teachers' referral intention.

Critical Factors Affecting Selection of Travel Destinations: A Case Study in Vietnam

  • TRAN, Thanh Phong;PHAN, Trong Nghia;NGUYEN, Hoang Thinh
    • The Journal of Asian Finance, Economics and Business
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    • v.8 no.9
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    • pp.341-349
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    • 2021
  • This study is conducted to fill the research gap in proposing and testing the relationship between "Attitudes about the overall image of the destination", "Subjective norms" and "Perceived behavioral control". Simultaneously, we examine the relationship between these variables and tourists' "intent to choose a destination.". While most previous studies only deal with the relationship between destination image and intended behavior of tourists, this study uses the theory of planned behavior (Ajzen, 1991) to explain the intended behavior of tourists. In addition, the Theory of Destination Image (Echtner & Ritchie, 1991) is used to explain the factor "attitudes about the overall image of the destination", contribute to supplementing and perfecting the Theory of Planned Behavior. This study uses a Structural Equation Modeling (SEM) to analyze a sample of 993 observations, the subjects of which are international tourists to Vietnam, to test the relationship between second-order constructs. The test results show that "Subjective norms" and "Perceived behavioral control" have an impact on "Attitudes about the overall image of the destination". Moreover, all these three factors have an impact on "Intent to choose destination", in which the factor "Perceived behavioral control" has the greatest impact on "intention to choose destination".

The Effect of the Service Encounter Element in Korean Restaurants upon Customer's Emotion Feelings, Customer Satisfaction, and Behavioral Intention - Focused on Foreigners Living in Korea - (국내 한식당의 서비스 접점 요인이 고객감정, 고객만족도 및 행동의도에 미치는 영향 - 국내 거주 외국인 고객을 중심으로 -)

  • Lee, Sun-Lyung;Song, Min-Kyung;Kwak, Da-Young;Lee, Kyung-Jin;Jung, Hyo-Sun;Yoon, Hye-Hyun
    • Journal of the Korean Society of Food Culture
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    • v.26 no.6
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    • pp.641-648
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    • 2011
  • The two purposes of this study were to understand service encounters in Korean restaurants by foreigners living in Korea and to examine the effect of service encounters on the customer's emotion feelings, customer satisfaction, and behavioral intention. Based on the reactions of a total of 614 foreigners obtained by empirical research, this study reviews the reliability and fitness of the research model, and verifies a total of 4 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data: ${\chi}^2$ 683.466 (df=216), CMIN/df 3.164, RMR 0.095, GFI 0.911, AGFI 0.886, NFI 0.933, CFI 0.953, and RMSEA 0.059. As a result of empirical analysis, the physical environment, interactions with employees, and interactions with other customers were quantified as service encounter factors in Korean restaurants. These factors were indicated to have an influence on customer's emotion feelings. Also, customer's emotion feelings had a positive influence on customer satisfaction and behavioral intent. Limitations and future research are also discussed.

The Impact of Interaction of Art Education in the Era of Pandemic on Satisfaction and Behavioral Intent: Focusing on Online and Offline Comparisons (팬데믹 시대 예술교육 상호작용이 만족도와 행동의도에 미치는 영향 연구: 온라인과 오프라인 비교를 중심으로)

  • Kim, Kwang-Cheol;Song, Jin-Ho
    • Journal of the Korea Convergence Society
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    • v.12 no.9
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    • pp.99-111
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    • 2021
  • This study confirms whether interaction and satisfaction between educators and learners can be repeated as artistic activities in art education and compares online and offline differences. And it suggests ways to enhance the effectiveness of online art education. As a method of research, literature analysis shall be conducted on art education, educational and social interaction, satisfaction, and behavioral intent. Two surveys were conducted on online and offline education for music and art students who completed art education lectures. As a result, 89 online and 56 offline students participated. The higher the satisfaction level of educational and social interaction in art education, the more it led to artistic activities. Educational interaction in online art education was higher, social interaction was lower, and it was different from offline.