• Asia pacific journal of information systems
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• v.13 no.3
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• pp.131-149
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• 2003

This paper examines internet shopping mall user's customer satisfaction and their consequent attitude and customer loyalty behaviors. For this purpose, internet shopping mall user's customer satisfaction is proposed to affect trust, and commitment, and consequently to influence customer loyalty behaviors. This study, which used data from customers of internet shopping malls, showed satisfactory data-fit of the proposed model and supported five of the six research hypotheses. The empirical results indicated that customer satisfaction take significant effect on trust, and commitment, and the trust and commitment in turn have strong influence on customer's loyalty behaviors. It was confirmed that both trust and commitment variables are effective mediators linking internet shopping mall user's customer satisfaction and their loyalty behaviors.

• Journal of Distribution Science
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• v.14 no.9
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• pp.111-120
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• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.9
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• pp.1376-1386
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• 2008

The purposes of this study were to explore the techniques of neutralization on unethical customer return behaviors, examine the differences in the neutralizations by customer characteristics, and examine the relationships of neutralizations with customer ethics, anomie, and impulsive behaviors. A total of 609 questionnaires were analyzed. Four factors including denial of injury/victim, condemning the condemners, denial of responsibility, and appeal to higher loyalties were extracted from the neutralization techniques. The neutralization techniques were not different by customer characteristics, but were negatively related with customer ethics and positively related with anomie and impulsive behaviors. The results indicate that the neutralization techniques are appropriate to understand unethical customer return behaviors in the Korean retail settings.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.120-131
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• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.9
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• pp.1356-1365
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• 2008

As Korean retailers are expanding their return policies, customer abuse and fraud behaviors are increasing. This study attempts to understand customers' unethical return behaviors in the Korean retailing. As an exploratory approach, the study identifies behavioral patterns of unethical returns from retail employees' perspectives. A total of 168 cases collected from 112 individual interviews with retail employees are qualitatively analyzed. Unethical return behaviors are categorized into five groups: lenting/deshopping, product defects with customer faults, unreasonable compensation demands, selfish behaviors, and problem behaviors in the service encounter. The study indicates that a variety of unethical return behaviors are observed despite a short history of return policy in Korea, and renting/deshopping and product defects with customer faults are the most prevalent return abuse behaviors.

• Journal of Industrial Convergence
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• v.5 no.2
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• pp.3-19
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• 2007

Salesperson behavior with respect to selling orientation-customer satisfaction(SOCO) is shown to influence customer satisfaction with the salesperson, dealer, product and manufacturer in of new car purchasers. The influence of selling behaviors on product satisfaction has significant implications for manufacturers in their efforts to enhance market acceptance. Strategies to enhance product satisfaction via salesperson behaviors are discussed.

• The Journal of Information Systems
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• v.15 no.1
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• pp.21-48
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• 2006

Recently the development of information technology and the emergence of electronic commerce have changed the model of purchase behavior in customers. This research aims to enhance the reliability of the result compared to the existing studies in internet shopping mall, and to find out the influence that logistics service quality elements has on customer satisfaction and that customers satisfaction has on the repurchase intention and word of mouth intention. To do so, prior researchs on the logistics service quality, customer satisfaction, repurchase intention and word of mouth intention was widely reviewed and the relationship between logistics service quality elements and customer satisfaction, and between customer satisfaction and repurchase intention and word of mouth intention were empirically tested. A total of 256 responses were received and analyzed from internet shopping mall. The analyses showed partial support for the affirmative effect of logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall.

• Journal of Digital Convergence
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• v.8 no.4
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• pp.137-150
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• 2010

This study is to investigate the effects of medical service quality and service value by relationship on customer behaviors. The empirical findings of this study are summarized as follows. First, the findings on effects of medical service quality on relationship quality showed that rise in medical service quality resulted in a significant rise in relationship quality. Second, the findings on effects of service value on relationship quality verified that rise in service value had positive(+) impacts on relationship quality. Third, the findings on effects of relationship quality on customer behaviors verified that relationship quality had significant impacts on customer behaviors. Lastly, the findings of relationship with medical service quality, service value, and customer behaviors verified that relationship quality served as a parameter. The findings from the above study show that dental medical institutions have to seek more differentiated and various service strategies, continue to develop consistent service methods to meet customer's expectation, and enhance the reliability of customers in dental medical institutions in order to maximize the results of customer behaviors.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.7
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• pp.1126-1137
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• 2010

Customer misbehavior is a behavior that disrupts generally accepted behavioral norms in consumption situations. This study examined customer misbehavior in retail settings by identifying behavioral patterns and exploring behavioral backgrounds and consequences from a customer viewpoint. Qualitative data were collected from individual in-depth interviews, and 149 interviews were analyzed. Customer misbehavior was categorized into unethical returns, problem behaviors in service encounters, shoplifting/fraud, ill-mannered behaviors, and selfish behaviors. Motivations included monetary gain, adventurism, perceived acceptability of misbehavior, planned unfair complaints, and retaliation. Customers showed a negative image to unkind employees and stores yielding to misbehaviors that were learned and socialized among customers. The study further discusses implications.

• Korean Journal of Community Nutrition
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• v.11 no.3
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• pp.383-391
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• 2006

The purposes of this study were to examine the impacts of characteristics of bakery cafe customers and service quality on customer perceived value, customer satisfaction, intention to revisit, and intention to recommend, and to provide comprehensive understanding on attitudes and behaviors of bakery cafe customers. The questionnaire was developed through literature review and focus group interviews and was modified after pilot test. The questionnaires for the main survey were distributed to 320 males and females aged 20 and over in Seoul. A total of 275 questionnaires were used for analyses (85.9%) and the statistical analyses were completed using SPSS Win (12.0) for descriptive analyses, regression analyses, and correlation analysis. The main results were as follows. There were significant differences of intention to revisit between groups of different gender, age, and personal expenses. The service quality of product dimension affected all tested variables, and the service quality of services and price dimension had effects on customer perceived value and intention to recommend. Customer satisfaction was a unique variable that is affected by service quality of the interior environments dimension. Overall, researchers and managers of bakery cafes should understand customer attitudes and behaviors, and the results of this study would help to establish marketing strategies that meet target customers' needs.