• International journal of advanced smart convergence
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• 제12권4호
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• pp.224-236
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• 2023

This study aims to investigate the effects of telepresence on young moviegoers' flow experiences and social interactions, and the impact on consumer delight, trust, and experience sharing behavior on cinema mobile social network site pages. Given the scarcity of telepresence research, indirect telepresence on experience sharing via two experiences and social interactions is also included. The study used pages from Korean cinema mobile social network sites, and 175 Chinese moviegoers residing in Korea participated. We found that telepresence positively impacts the activity in both human-human and human-computer interactions. We further contend that telepresence positively affects perceived enjoyment and attentional focus. However, perceived enjoyment does not significantly affect consumer delight. We found that consumer delight positively influences consumer trust and movie experience sharing. Moreover, we illustrated that telepresence significantly and indirectly influences consumer movie experience-sharing behavior through attention focus and consumer delight. Our results provide crucial insights for future study and practical managerial.

• 한국산업정보학회논문지
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• 제24권3호
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• pp.51-66
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• 2019

본 논문은 경험재에 속하는 스포츠 브랜드에 대한 경험이 브랜드 인게이지먼트 및 고객감동에 어떠한 영향력을 미치는지 살펴보았다. 또한 브랜드 인게이지먼트가 브랜드에 대한 고객들의 인지, 정서, 행동적 반응에 미치는 영향을 검증하였다. 연구결과, 브랜드 경험은 브랜드 인게이지먼트, 고객감동, 브랜드 만족도와의 관계에서 모두 긍정적 영향관계가 있음을 확인하였다. 브랜드 인게이지먼트는 브랜드 충성도에 긍정적 영향력이 있는 것으로 확인되어, 브랜드 인게이지먼트가 높게 형성된 고객들은 브랜드와의 지속적인 관계를 형성하며, 긍정적 행동을 보이는 것을 알 수 있다. 브랜드 만족도는 고객감동에 긍정적 영향을 미치고, 고객감동은 브랜드 충성도에 긍정적 영향을 미치는 것을 알 수 있었다. 따라서 브랜드 관리자는 브랜드 경험과 브랜드 인게이지먼트 그리고 고객감동 간의 관계들을 잘 구축하여 고객들과 브랜드와의 가치를 상승시킴으로써 브랜드 경쟁력을 강화시킬 수 있음을 시사한다.

• 한국생활과학회지
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• 제22권2호
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• pp.301-313
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• 2013

Though customer delight is becoming one of the most important marketing key words, research in a retail setting is limited. With the dramatic growth of online retail shopping, this study explored customer delight experiences in online shopping malls by identifying the delight elements and analyzing the elements by online purchase steps. A total of 124 delight experiences collected from an unstructured questionnaire were content-analyzed. Delight elements in online shopping were categorized into service, product, price, delivery, package, and shopping mall operation in that order. Service related elements including free gifts and letters, recovery efforts for service failure, kind employees, and easy return were most frequently observed. Delights were experienced at the product receiving point, the prior-to-purchase point, the order-to-delivery point, and the post-purchase point in that order. The results revealed that customer delights in online shopping were experienced in various purchase steps by various marketing elements. Based on the results the study provided research propositions exploring the effects of expectation vs surprise, monetary vs non-monetary/emotional benefits/rewards, and core marketing elements vs augmented services on delight experiences.

• 유통과학연구
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• 제16권8호
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• pp.5-13
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• 2018

Purpose - Customer Delight is an important issue for firms and academia since delighted consumers reveal higher repurchase intentions than merely satisfied consumers and become loyal consumers. This research investigates customer delight, especially focusing on the role of surprise and attribute importance via experiment. Research design, data, and methodology - An experiment consisting of experiment, reference, and control group was performed with virtual online bookstore. For the analysis, one-way ANOVA and post-hoc analysis (LSD) were performed. Results - The experiment group that was delighted with surprise revealed the highest repurchase intention and recommendation intention among the other groups (H1 supported). Then each group was divided into attribute importance high and attribute importance low. For the group that was delighted in important attribute revealed higher repurchase and recommendation intention than the group that was delight in less important attribute (H2 supported). Conclusions - This research contributes academically for investigating the research area of customer delight and focusing on the role of surprise and attribute importance. For practical implications, this research provides information about customer delight and its several moderating variables that it is important to delight customers with surprising experience and focusing on an important attribute that consumers perceive not on a less important attribute.

• 한국프랜차이즈경영연구
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• 제15권3호
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• pp.71-85
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• 2024

Purpose: This study aims to investigate the impact of product and service quality on customer surprise and delight, revisit intention, and SNS word-of-mouth (WOM) intention in the context of franchise restaurants in Korea, focusing on Chinese tourists' experiences. This analysis provides strategic insights into improving customer experiences and driving positive behavioral outcomes within the franchise foodservice sector. Research Design and Methodology: Data were collected from 395 Chinese tourists who visited Korean franchise restaurants using a self-administered questionnaire approach and analyzed with SmartPLS 4.0. Reliability, convergent and discriminant validity were assessed using measurement model. Hypotheses were tested using structural equation model. Results: This study verified that customer's service experience affects customer surprise and delight, which in turn is an important factor in increasing revisit intention and SNS WOM and supports the SOR framework that explains these relationships. In other words, this study presented a model that expands the traditional service quality → customer satisfaction → behavioral intention framework by including surprise and delight. The study also revealed that both product quality and service quality positively influence customer delight. Furthermore, customer surprise and delight significantly influence revisit intention and SNS WOM. The findings suggest that enhancing product and service quality can lead to higher levels of customer surprise and delight and greater likelihood of revisits and positive online feedback.

• International Journal of Quality Innovation
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• 제6권3호
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• pp.38-55
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• 2005

Consumption has generally become more fragmented, hedonic and individual specific, satisfying not only functional but also emotional needs. In parallel, customer satisfaction is now thought to be both a cognitive and affective response, and the closely related concept of job satisfaction is commonly seen as an emotional reaction. The reasoning within quality management does, however, still lean heavily toward cognitive judgements (i.e. performance ratings), the emotional component clearly being under explored. Further, performance variables have shown not to be significant in predicting satisfaction for certain 'experience products', the effect fully mediated by emotions. As a consequence a cognitive judgement based quality concept has lost its ability to predict satisfaction, which clearly contradicts with the modem quality definition, stressing quality as the ability to satisfy the customer. Emotions have however entered the quality discourse and it has been proposed that having customers that are merely feeling satisfied will not suffice. Instead, there has been a plethora of executive exhortations in the trade press calling on business to 'delight the customer'. Strategies for doing so have however usually been imprecise and unclear, and the different drivers of delight and satisfaction are not well explored. This paper aims to complement the previous cognitive dominance by exploring the multiple emotional responses involved in customer satisfaction. A conclusion being that we currently are measuring something, in terms of satisfied, that is more or less independent of what we aim for, in terms of delight. It is also most likely that - depending on the situation, product, and person - other positive and negative emotions are more important outcomes of purchase and usage than merely satisfaction. It is questioned whether a single, summary response such as satisfaction is feasible or even desirable.

• 한국HCI학회:학술대회논문집
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• 한국HCI학회 2009년도 학술대회
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• pp.1009-1014
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• 2009

메타적(meta的) 사고는 어떤 범위나 경계를 넘어서는 사고를 통해서 대상을 바라보고 그 본질 이상의 의미로 확장하여 바라보는 것을 말한다. 이는 대상과의 소통에 있어서 새로운 것을 접할 때 경험하게 된다. 디지털 미디어에서 컴퓨터 스크린을 통한 경험은 사용자의 사고를 계속 변화하게 하고 사고의 확장을 돕는다. 컴퓨터 스크린의 해상도 발달은 인간을 스크린 안의 디지털 가상환경(virtual environment)으로 몰입시키며 실재와 착각 할 만큼 확장된 경험을 제공하였다. 이 같이 실재와 같은 경험을 느끼도록 하여 스크린으로 몰입(immersion)을 유도하는 가상현실에 관한 연구는 여러 분야에서 활발하게 진행하고 있다. 컴퓨터 스크린으로의 몰입과 촉각적 상호작용의 연구는 가상현실에 한 걸음 다가가고 있으며, 디지털 가상공간에서 인간의 경험이 투명(transparency)하고자 하는 노력과 연구는 끊임없이 이루어지고 있다. 그러나 컴퓨터 스크린에서 얻는 경험은 아직 시각적 수용에 의존하는 가상의 체험이기에 현실의 것과는 차이가 있으며 표현에 있어서 그 한계가 있다. 최근 가상현실(VR)에 관한 디지털 기술 발달과 디지털 미디어를 통해서 얻는 경험에 관한 고찰이 분명 화제이긴 하지만 이것은 스크린을 통한 시각에 의존한 경험이다. 디지털 미디어에서 투명하고자 하는 경험은 실존하는 것이 아님으로 가상의 경험보다는 실재 사물과의 상호작용을 통한 경험의 확장에 관하여 연구하였다. 이러한 시례는 미디어아트를 통해서도 찾아볼 수 있는데, 이는 수용자에게 적극적 참여를 유도하고 상호작용과정에서 얻는 놀라움(delight)과 유희로 새로운 의미를 알게 된다. 디지털 미디어에서 시각 표현은 기술로 재현된 이미지의 과잉(excess)으로 인한 단순한 볼거리로만 제공되지 말아야 한다. 또한 시각적으로 표현된 인터페이스는 기능의 의미만을 찾는 것이 아니라 고정된 사고의 틀을 벗어나야만 한다. 디지털 미디어 환경에서 디자이너는 본질의 의미를 넘어 메타적 사고로 접근하고 인간의 욕구를 찾아내어 경험을 가시화 하려는 노력이 필요하다.

• 성인간호학회지
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• 제24권2호
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• pp.149-159
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• 2012

Purpose: The purpose of this study was to understand the life of newly appointed professors of nursing by exploring the meaning and essence of their academic work and life experience. Methods: The participants consisted of 11 newly appointed female full-time professors with less than five years of experience who had been purposely sampled from three or four-year nursing colleges. Data were collected from October 2010 to December 2011 through the face-to-face interview and phone interview. Thematic analysis was conducted using hermeneutic phenomenological methodology. Results: The findings were classified into seven themes: 'Starting feeling hope and delight', 'putting sustained energy into lecturing and training', 'struggling in the tense atmosphere where assessments are often conducted', 'gaining courage in an associated relationship network', 'experiencing confusion of the identity as a professor', 'seeking compromise, handling their work and housework', and 'shedding new light on reality with self-awareness'. Conclusion: This study is significant in that it offered the foundation for the creation of human resources networks and mentoring programs that help newly appointed professors to effectively adjust to university society on the basis of the sympathetic understanding of and support for their life.

• 한국실내디자인학회논문집
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• 제19권3호
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• pp.77-85
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• 2010

The Therme Vals is a hotel and spa which combines a complete sensory experience designed by Peter Zumthor. This study aims to find emotional design approaches of the Therme Vals through references, observation from site visit, interview and discussion related to this topic. This space was designed for visitors to luxuriate and rediscover the ancient benefits of bathing. The combinations of light and shade, open and enclosed spaces and linear elements make for a highly sensuous and restorative experience. The study observed the emotional design characteristics of the Therme Vals through space approach, aesthetic and experiential sides. For space approach side, emotional experience in gradual process to approach the space was mentioned, for aesthetic side, mystical combination of light, stone and water was observed, for experiential side, 5 senses experience and space programing for adjusting the density of the space were observed. This study found that the spa has the quality of spiritual, soul-touching delight like religious experience. The fascination for the mystic qualities of a world of stone within the mountain, for darkness and light, for light reflections on the water or in the steam saturated air, pleasure in the unique acoustics of the bubbling water in a world of stone, the ritual of bathing-all these notions were explained in Peter Zumthor's construction details. In the result of the interview and discussion, people love the space and praised it highly for the emotional design regardless of space experience, age, sex or ethnicity. Emotional design approaches based on human nature, materiality, and memory of the places is more powerful than other emotional design ideas with technical devices, special themes, digital effects, vivid colors and shapes.

• 간호행정학회지
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• 제20권5호
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• pp.492-504
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• 2014

Purpose: The purpose of this study was to understand the meaning and essence of happiness by exploring and describing career nurses' lived experiences. Methods: Qualitative research was used in this study. Hospital nurses who had 3~5 years of experience in the clinical setting were interviewed and the data were analysed using Giorgi's phenomenological method. Results: Six main meanings and seventeen themes emerged. The six main meanings were as follows: self-confidence as a professional nurse, passion for self-realization, feeling of satisfaction in performance of nursing care, being grateful for working environment, emotional intimacy in interpersonal relationships, and taking delight and pleasure in leisure life. Conclusion: The results of this study provide deep understanding of happiness as positive experiences that increase job satisfaction and aid retention to the nursing profession. These results can be used in the development of effective strategies to improve and expand nurses' happiness.