• International journal of advanced smart convergence
• /
• 제10권1호
• /
• pp.176-183
• /
• 2021

The purpose of this study is was to analyze customer experience attribute of professional baseball. To achieve objectives of this study, a method was used the in-depth interview and experts' consultation which understanding the attributes and structure of customer experience attribute of professional baseball. As a result, the professional baseball customer experience attributes are 'viewing plan & purchase', 'stadium movement', 'entrance stadium', 'move to seat', 'game viewing', 'amenities/services', 'events/cheering', 'move after match'. The review of the experience section and attributes derived through in-depth interviews with professional baseball fans was verified through an expert' consultation to secure content validity. Through this process, 8 experience section and 41 attributes were analyzed. The customer experience journey was analyzed for a more in-depth analysis of the viewing experience of professional baseball fans. The customer experience journey was presented based on the needs of fans and discomfort in each experience section activity.

• 한국조리학회지
• /
• 제23권5호
• /
• pp.77-86
• /
• 2017

The purpose of this study is to investigate the impact of selection attributes of dessert cafes on experience value and revisit intention. A survey was conducted from June 3, 2017 to the June 27th, 2017 with dessert cafe users. Out of 200 responses collected, a total of 157 responses was included for the data analysis. The results from this study are as follows. First, it was found that, the menu features of selective attributes of dessert cafes only affected experience value. However, healthy menu, price, and atmosphere of selective attributes of dessert cafes didn't impact on experience value. Second, experience value of dessert cafes significantly influenced revisit intention. As a result, managers of dessert cafes need to develop an effective marketing strategy to improve the customer experience value so that customers can revisit their dessert cafe and will also develop the unique menu.

• 농업과학연구
• /
• 제43권4호
• /
• pp.678-687
• /
• 2016

Rural area development projects are being carried out in a strategy to create new value in agriculture and farm villages and to change the public perception. This study targeted rural experience participants visiting Cheong-Ho region, where the Rural Village Comprehensive Development Project was carried out. They were surveyed about attributes of visits to farm villages to determine which attributes of the experience could influence their revisits. This study was conducted under an umbrella project conducted as per the Special Act on Life Improvement and Regional Improvement for Farmers and Fishermen. Cheong-Ho region in Buan-gun produces mulberry, organic wheat, and rice grown using environmentally-friendly agricultural practices. This region as held events offering visitors the chance to experience rural villages and mulberry farms. Survey results showed that the natural landscape of villages, village experience, and the services provided by residents had a positive relationship with the probability of revisiting the village. Also, village facilities, harmony of natural landscape, hospitality of village residents, amusement value of rural experience, and the cost for rural experience were significant attributes. Therefore, it is necessary to revitalize the rural experience program targeting rural experience participants in Cheong-Ho region through continuous and monitoring of key visit attributes and revisit factors.

• 디지털융복합연구
• /
• 제16권7호
• /
• pp.357-367
• /
• 2018

본 연구는 인터넷 1인 게임 방송 BJ 속성이 시청자의 시청만족도에 미치는 영향에 있어 플로우경험이 매개변인으로서 효과를 할 것인지를 알아보고자, 아프리카TV에서 1인 게임방송을 시청하는 총 198명의 사용자를 대상으로 설문을 실시하고 이를 분석 하였다. 분석 결과, 첫째, 즐거움 플로우경험은 친밀성 BJ 속성과 시청만족도의 관계에서 매개역할을 하였다. 둘째, 통제감플로우 경험은 BJ 속성과 시청만족도의 관계에서 매개역할을 하지 않았다. 셋째, 주의집중 플로우경험은 친밀성과 신뢰성 BJ 속성과 시청만족도의 관계에서 매개역할을 하였다. 넷째, 시간왜곡 플로우경험은 친밀성 BJ 속성과 시청만족도의 관계에서 매개역할을 하였다. 다섯째, 자아상실 플로우경험은 BJ 속성과 시청만족도의 관계에서 매개역할을 하지 않았다. 이는 게임 BJ의 친밀성 속성이 시청만족도에 미치는 영향에 있어 즐거움, 주의집중 그리고 시간왜곡 플로우경험은 매개 역할을 한다는 것을 확인하였다.

• 지식경영연구
• /
• 제18권2호
• /
• pp.103-127
• /
• 2017

This study examines the effects of failed airline services on the consumers' psychological process and their behavioral responses. Having different classifications from the previous studies, this study focuses on dividing important factors of airline services into search attributes(e.g. sale and procedure services, services concerning flight attendant, in-flight services) and experience attributes(e.g. flight services, collateral services). Using structural equation modeling, this study shows that the failure of service factors of the experience attributes provokes the feeling of disappointment with mediation effect of external attribution while the failure of service factors of search attributes provokes the feeling of regret with mediation effect of internal attribution. Finally, disappointment leads to consumers' complaint behavior while regret leads to consumers' switching behavior. Unlike previous studies, we show that when a service failure occurs, depending on each attribute, consumers feel negative emotions of disappointment or regret through different attribution processes and finally show different behavioral responses with an empirical analysis.

• 유통과학연구
• /
• 제20권3호
• /
• pp.1-11
• /
• 2022

Purpose: This study aims at understanding the impacts of three omnichannel attributes (channel transparency, channel uniformity, channel convenience) and four customer perceptions (perceived innovativeness, perceived personalization, perceived risk, perceived credibility) on customer experience and channel selection decision. Research design and methodology: A quantitative online survey with 356 shoppers was executed. The partial least squares linear structural model (PLS-SEM) and Smart PLS were adopted to analyze the collected data and test the proposed hypotheses. Results: The research findings indicate four dominant results: (i) The customers' channel selection is directly determined by customer experience; perceived innovativeness; perceived personalization; perceived risk; and perceived credibility; and (ii) among these, the perceived risk shows negative impact on the customer's experience and customers' channel selection whereas others reveal the positive status; (iii) The customer experience represents the most decisive impact on the channel selection, then perceived personalization, perceived credibility, perceived innovativeness, and perceived risk. (iv) Three proposed channel attributes (transparency, uniformity, convenience) significantly influence the overall customer experience. Conclusions: This research adds to the body of knowledge in omnichannel retailing, customer experience, and customer channel selection. Furthermore, this research provides omnichannel retailers with practical implications for improving customer channel selection.

• 한국의류학회지
• /
• 제41권3호
• /
• pp.487-500
• /
• 2017

This study examines the attributes of cosmetic stores that Chinese tourists considered when purchasing cosmetics in Korea and the effect of the evaluation of attributes in regards to satisfaction and brand loyalty based upon brand experience. The survey was performed from January 1-14 in 2014 through a Chinese professional online survey channel-www.sojump.com. A total of 338 data from female and male respondents who visited Korea and purchased Korea brand's cosmetics were analyzed by SPSS and AMOS. The results were as follows. Frist, cosmetic store attributes were composed of three factors such as physical environment and salespersons, price and promotion, service. Second, all the factors had a positive influence on brand experience. Among them, the influence of physical environment and salespersons were the highest. Third, brand experience influenced satisfaction and satisfaction also had positive influence on brand loyalty. The results above indicate that providing various experiences that appeal to customers is as important as improving product quality when maintaining long-term customer relationships and loyalty.

• 한국안전학회지
• /
• 제18권4호
• /
• pp.155-163
• /
• 2003

The intensity of industrial accidents has been increased while the number of industrial accidents has been decreased in theses days. It represents that we need safety guidelines based on personal attributes as well as physical attributes. This study tries to identify major causative factors for industrial accidents and to suggest an evaluation model based on personal attributes. Specifically, relationship between self-efficacy belief associated with industrial safety and other relative personal attributes has been analyzed. First, FGI(Focus Group Interview) was conducted to identify important personal attributes of industrial accidents. The questionnaire was prepared based on the results of FGI and was applied to identifying personal attributes. The relationship between personal attributes identified in this study and self-efficacy belief was assessed using fuzzy logic and fault tree analysis. The results of the assessment showed that self-efficacy belief was closely associated with industrial accidents. Specifically, workers with accident experience had higher level of self-efficacy beliefs than workers without accident experience.

• 한국IT서비스학회지
• /
• 제11권2호
• /
• pp.49-68
• /
• 2012

The purpose of this study is to analyse the country image, the pre-assessment, and the usage intention about overseas internet shopping mall service in china and how these factors are related to one another according to internet shopping mall using experience. And this study divided the country image for internet shopping mall service into two components : general country attribute and general service product attribute. In this study it is found that the country image of international internet shopping service is directly related to the pre-assessment, and the pre-assessment is related to usage intention especially in case that chinese consumer has a lot of internet shopping mall using experience. In the other case, the general country attributes affect the general service product attributes but the general service product attributes don't have any relationship with the pre-assessment. For a successful international internet shopping mall service business in China, marketer should recognize that it is important to formulate the policy extending the internet shopping mall experience as well as using the country image.

• 한국콘텐츠학회논문지
• /
• 제17권8호
• /
• pp.422-434
• /
• 2017

타인의 선호에 대한 정보가 개인의 태도 형성에 미치는 영향은, 소비자의 독특함에 대한 욕구와 제품 특징에 따라 달라질 수 있다. 독특함에 대한 욕구가 강한 사람의 경우, 경험적 특징에 대한 타인의 선호에 대한 정보를 접하면 정체성의 독특함과 관련된 측면이 환기되면서, 타인에게 동조하는 것이 독특함 관련 자존감을 위협한다는 우려 때문에 타인의 선호와 매우 다르게 태도를 형성한다. 탐색적 특징은 독특함 관련 측면을 환기시키지 않기 때문에, 이들은 타인의 선호와 관계없이 태도를 형성한다. 반면, 독특함에 대한 욕구가 낮은 소비자는 타인의 선호에 대한 정보가 정체성의 독특함 관련 측면을 환기시키지 않기 때문에, 제품 특징에 관계없이 타인의 선호에 동조하는 경향을 보였다. 본 연구는 경험적, 탐색적 특징을 구분하는 기준으로서 개인의 정체성을 표시하는지의 여부를 제안하였고, 독특함 욕구가 강한 소비자를 대상으로는 대중적이지 않은 제품 특징을 개발하는 것이 효과적일 수 있다는 실무적 시사점을 제공한다.