• The Journal of the Korea Contents Association
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• v.12 no.3
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• pp.391-400
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• 2012

The primary purpose of this paper was carried out to investigate the casual relationship between the servicescape factors and customer`s voluntary behavior, and revisit intention on the wine specific restaurant. For this purpose, a research was developed based on the relevant literature reviews. Data have been collected from 103 a real economic actors who was visited in Daejeon region and were tested by various statistical methods. The results of this empirical study was summarized as follows. The relations between the quality of servicescape of the wine specific restaurant and customer satisfaction have an effects on revisit intention significantly. As a result, a satisfied customers have more intention to revisit the wine specific restaurant. In contrast, there is no significant relationship between servicesacpe and revisit intention in the wine specific restaurant. Therefore, restaurants were required to provide to suitable servicescape by suggesting customer`s revisit inducement strategy. This study of servicescape and customer satisfaction in the wine specific restaurant can provide useful information to growing the wine market and wine specific restaurant specifically.

• The Journal of the Korea Contents Association
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• v.14 no.3
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• pp.401-413
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• 2014

The principal objective of this study is to examine the relationship between the emotional intelligence and customer orientation in airline service context. Moreover, this study was designed to test the moderating effect of social support to provide fundamental and practical data for airline industry. In this study, 2 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 233 flight attendants was surveyed and a total of 214 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional intelligence was divided into 'self-emotional appraisal', 'other's emotional appraisal', 'regulation of emotion' and 'use of emotion' according to the literature review. Analysis showed that emotional intelligence has partial effect on customer orientation accordingly. Secondly, social support has partial moderating effects between emotional intelligence and customer orientation. Continuous and systematic training program which build up team work should be conducted to administer 'emotional intelligence'.

• Journal of the Korea Fashion and Costume Design Association
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• v.22 no.3
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• pp.139-153
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• 2020

Today, the proliferation of smart-phones and other mobile devices is bringing many changes to people's daily lives. Recently, the mobile shopping market has grown rapidly and has become a center of distribution. Furthermore, the consumer mobile fashion market is expected to expand and mobile fashion consumers' shopping tendencies will gradually become segmented. Differentiated marketing strategies for mobile fashion companies are to become essential. This study intends to understand the propensity of mobile fashion shopping and the importance of fashion app attributes, and their impact on mobile fashion shopping customer satisfaction and loyalty. The research aims to identify shopping trends and buying behaviors of mobile fashion consumers, find ways to increase mobile fashion shopping purchases, and help develop the mobile fashion market. The results of this study are summarized as follows. First, the compilation and the economics of the mobile fashion shopping propensity factors were shown to have a significant impact on product information, product reviews, and service quality, which are in turn important factors for fashion app attributes, whereas convenience only had a significant impact on service quality. Second, product information and service quality, which are also important factors for fashion app attributes, have a significant impact on mobile fashion shopping. Third, customer satisfaction concerning mobile fashion shopping has a significant impact on loyalty. Mobile fashion shopping customer satisfaction increases loyalty. Increasing the satisfaction and loyalty of mobile fashion shopping will lead to increased sales using mobile fashion shopping apps(Site) and become apparent in the results of mobile fashion companies. Therefore, various efforts by mobile fashion companies will be needed to satisfy their customers.

• International journal of advanced smart convergence
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• v.10 no.3
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• pp.257-278
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• 2021

As the definition of the vendor-oriented implementation method, which was utilized in adopting an ERP system, has been centered around the project construction business, it was difficult for the EPR adopting organization to systematically prepare ERP projects and have enough deliberative opportunities to change-related policies. Furthermore, this method does not have a fully standardized construction process. Accordingly, by defining an organization that wants to adopt an ERP system as a customer, this paper develops the customer-based ERP construction process framework that assists both customers and developers who construct the system. For this purpose, this paper reviews the previous research and collects the construction processes of the commercial ERP SW vendor and ERP construction cases while proposing the three-layer process framework to construct ERP through the KJ method. The ERP process framework consists of 7 processes, 32 activities, 141 tasks while providing definitions for concepts of each component. Furthermore, the proposed processes and phases were set in order of the recommended execution, while the activities were suggested as an open-ended type so that the application and usability can be increased and polished by reflecting experts' opinions. The contribution of this study is to standardize the ERP project process by transforming the previous supplier-based ERP construction method into the customer-based one while providing important procedure and activity frameworks that apply to diverse ERP solutions per vendor. At the same time, this study provides an theoretical foundation to develop the construction process for the customer -based Cloud ERP. In practice, At the beginning of the ERP system construction project, it provides communication or process tailoring tools for the stakeholder.

• The Journal of the Korea Contents Association
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• v.18 no.2
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• pp.81-91
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• 2018

A counterfeit product is a product that pretends to be a genuine product by pretending to be false. It can also be called a counterfeit product. This study attempts to investigate how such illegal floods of counterfeit goods affect online shopping consumers. In addition, the accessibility of various product reviews on the internet is increasing, and the product reviews are divided into positive and negative reviews, affecting the information that the customer has already, and the influence of the information acceptance on the purchase intention depending on the product involvement Respectively. Therefore, the focus of this study was to examine whether the information presentation about counterfeit products affects consumers' purchase intention, review direction (positive / negative), and involvement (high / low) control the information about counterfeit products. Therefore, this study has shown that it provides a marketing strategy to increase the intention to purchase products and products in online companies and stores in a situation where information about counterfeits is exposed to online consumers in China market.

• Journal of KIISE
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• v.43 no.9
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• pp.983-997
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• 2016

Many available online product reviews for any given product makes it difficult for a consumer to locate the helpful reviews. The purpose of this study was to investigate automatic helpfulness evaluation of online product reviews according to review information types based on the target of information. The underlying assumption was that consumers find reviews containing specific information related to the product itself or the reliability of reviewers more helpful than peripheral information, such as shipping or customer service. Therefore, each sentence was categorized by given information types, which reduced the semantic space of review sentences. Subsequently, we extracted specific information from sentences by using a topic-based representation of the sentences and a clustering algorithm. Review ranking experiments indicated more effective results than other comparable approaches.

• Journal of Distribution Science
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• v.14 no.3
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• pp.93-101
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• 2016

Purpose - Due to the heavy reliance on the human dependence, several factors such as attitude, behavior, emotional status and the quality of the service by the employees have been a decisive effect on the existence of a business in service industry. This study made use of the cases from the beauty salons in Korea, and tried to find out the meaningful results with following purposes. The purpose of this study is to find out the effects of psychological ownership with focusing on the employees in service industry. Therefore, this study is based on the literature reviews in the fields of psychological ownership, regulatory focus, and customer satisfaction. In particular, this study focuses on the regulatory focus with two parts. The two parts are composed of the promotion focus and prevention focus. Also, the relationship between the regulatory focus on employee and customer satisfaction was identified through empirical study. Mediating effects of regulatory focus were also studied, that is, the regulatory focus was on the relationship between psychological ownership and customer satisfaction. In conclusion, practical and intellectual implications were discussed for the growth and development in service industry. Research design, data & methodology - The survey for this study was conducted from November 15th to December 15th in 2015. The same amount of survey was given to both, the service providers and customers. For both of them, such as the service providers and customers, 260 questionnaires were distributed to them in total. After excluding the missing and unreliable responses for the exact analysis and process, 250 responses were collected and used in the research analysis. This study conducted a survey questionnaires, and the confirmatory analysis was used for the reliability and validity in this study. SPSS & AMOS programs were used for the analysis. Results - The first variable that was looked at from this study is the psychological ownership. The psychological ownership had positive effects on the performance both in improving focus and prevention focus. It indicates that this study supports the results from the previous studies. Second, the effects on the performance in improving focus and prevention focus for customer satisfaction were studied. As a result, the performance in improving focus had positive effect on customer satisfaction, but prevention focus did not have any positive effect. Third, this study looked at the mediating effect of regulatory focus on the relationship between the psychological ownership and the customer satisfaction, and only partly, they had positive effects on customer satisfaction. Conclusions - The results of this study showed that the psychological ownership has positive effects on regulatory focus both in performance improving focus and prevention focus. However, the mediating effects had partial positive effects on customer satisfaction and these results indicate that the service enterprises should focus on the employees' psychological ownership in order to maximize the customers' satisfaction.

• The KIPS Transactions:PartD
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• v.18D no.4
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• pp.237-244
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• 2011

Opinion Mining summarizes with classifying sensitive opinions of customers in huge online customer reviews for the attributes of products or services by positive and negative opinions. Because the customers represent their interests through subjective opinions as well as objective facts, the existing opinion mining techniques, which can analyze just the sensitive opinions, need to be expanded.. In this paper, We propose the novel entity association network model which expands the existing opinion mining techniques. The entity association model can not only represent positive and negative degree of the sensitive opinions, but also can represent the degree of the associations and relative importances between entities. We designed and implemented the customer reviews analysis system based on the entity association network model. We recognized that the system can represent more abundant information than the existing opinion mining techniques.

• The Journal of the Convergence on Culture Technology
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• v.9 no.1
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• pp.787-797
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• 2023

The use of service robots, particularly guide robots, is becoming increasingly prevalent in public institutions. However, there has been limited research into the interactions between users and guide robots. To explore the customer experience with the guidance robot, we selected 'QI', which has been meeting customers for the longest time, and collected all reviews since the service was launched in public institutions. By using text mining techniques, we identified the main keywords and user experience factors and examined factors that hinder user experience. As a result, the guide robot's functionality, appearance, interaction methods, and role as a cultural commentator and helper were key factors that influenced the user experience. After identifying hindrance factors, we suggested solutions such as improved interaction design, multimodal interface service design, and content development. This study contributes to the understanding of user experience with guide robots and provides practical suggestions for improvement.

• Journal of Distribution Research
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• v.17 no.3
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• pp.25-57
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• 2012

This study identified motives for writing apparel product reviews in online stores, and determined what motives increase the behavior of writing reviews. It also classified store customers based on the type of writing motives, and clarified the characteristics of internet purchase behavior and of a demographic profile. Data were collected from 252 females aged 20s' and 30s' who have experience of reading and writing reviews on online shopping. The five types of writing motives were altruistic information sharing, remedying of a grievance and vengeance, economic incentives, helping new product development, and the expression of satisfaction feelings. Among five motives, altruistic information sharing, economic incentives, and helping new product development stimulate writing reviews. Store customers who write reviews were classified into three groups based on their writing motive types: Other consumer advocates(29.8%), self-interested shoppers(40.5%) and shoppers with moderate motives(29.8%). There were significant differences among three groups in writing behavior (the frequency of writing reviews, writing intent of reviews, duration of writing reviews, and frequency of online shopping) and age. Based on results, managerial implications were suggested. Long Abstract : The purpose of present study is to identify the types of writing motives on online shopping, and to clarify the motives affecting the behavior of writing reviews. This study also classifies online shoppers based on the motive types, and identifies the characteristics of the classified groups in terms of writing behavior, frequency of online shopping, and demographics. Use and Gratification Theory was adopted in this study. Qualitative research (focus group interview) and quantitative research were used. Korean women(20 to 39 years old) who reported experience with purchasing clothing online, and reading and writing reviews were selected as samples(n=252). Most of the respondents were relatively young (20-34yrs., 86.1%,), single (61.1%), employed(61.1%) and residents living in big cities(50.9%). About 69.8% of respondents read and 40.5% write apparel reviews frequently or very frequently. 24.6% of the respondents indicated an "average" in their writing frequency. Based on the qualitative result of focus group interviews and previous studies on motives for online community activities, measurement items of motives for writing after-purchase reviews were developed. All items were used a five-point Likert scale with endpoints 1 (strongly disagree) and 5 (strongly agree). The degree of writing behavior was measured by items concerning experience of writing reviews, frequency of writing reviews, amount of writing reviews, and intention of writing reviews. A five-point scale(strongly disagree-strongly agree) was employed. SPSS 18.0 was used for exploratory factor analysis, K-means cluster analysis, one-way ANOVA(Scheffe test) and ${\chi}^2$-test. Confirmatory factor analysis and path model analysis were conducted by AMOS 18.0. By conducting principal components factor analysis (varimax rotation, extracting factors with eigenvalues above 1.0) on the measurement items, five factors were identified: Altruistic information sharing, remedying of a grievance and vengeance, economic incentives, helping new product development, and expression of satisfaction feelings(see Table 1). The measurement model including these final items was analyzed by confirmatory factor analysis. The measurement model had good fit indices(GFI=.918, AGFI=.884, RMR=.070, RMSEA=.054, TLI=.941) except for the probability value associated with the ${\chi}^2$ test(${\chi}^2$=189.078, df=109, p=.00). Convergent validities of all variables were confirmed using composite reliability. All SMC values were found to be lower than AVEs confirming discriminant validity. The path model's goodness-of-fit was greater than the recommended limits based on several indices(GFI=.905, AGFI=.872, RMR=.070, RMSEA=.052, TLI=.935; ${\chi}^2$=260.433, df=155, p=.00). Table 2 shows that motives of altruistic information sharing, economic incentives and helping new product development significantly increased the degree of writing product reviews of online shopping. In particular, the effect of altruistic information sharing and pursuit of economic incentives on the behavior of writing reviews were larger than the effect of helping new product development. As shown in table 3, online store shoppers were classified into three groups: Other consumer advocates (29.8%), self-interested shoppers (40.5%), and moderate shoppers (29.8%). There were significant differences among the three groups in the degree of writing reviews (experience of writing reviews, frequency of writing reviews, amount of writing reviews, intention of writing reviews, and duration of writing reviews, frequency of online shopping) and age. For five aspects of writing behavior, the group of other consumer advocates who is mainly comprised of 20s had higher scores than the other two groups. There were not any significant differences between self-interested group and moderate group regarding writing behavior and demographics.