• Asian Journal of Business Environment
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• 제6권3호
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• pp.21-31
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• 2016

Purpose - The purpose of this research is to determine the impact of word of mouth on customer perceived value for restaurants in Malaysia. The objectives of this research include determining how word of mouth (WoM) factors - frequency of word of mouth messages, reputation of word of mouth messenger, richness of word of mouth message, dispersion of word of mouth conversations and manner of word of mouth delivery impact customer perceived value in Malaysian restaurant industry. Research Design, Data, and Methodology - The research follows causal / explanatory research method based on quantitative data. A sample of 150 restaurant customers in Kuala Lumpur, Malaysia was selected using convenience sampling technique. Likert scale questionnaire is used to collect data and data is analysed using regression analysis through SPSS 22. Results - The statistical analysis revealed that independent variable 'manner of delivery' significantly and positively impacts customer perceived value for restaurants in Malaysia. Conclusions - To build strong positive customer perception, Malaysian restaurants can enhance word of mouth campaigns' 'manner of delivery' by making them passionate, exciting and with high emotional appeal.

• 한국멀티미디어학회논문지
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• 제25권9호
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• pp.1348-1355
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• 2022

This study will be an exploratory study from the perspective of IWOM on the intention of word-of-mouth transmission. And based on 256 questionnaire survey data of E-Commerce live broadcast consumers, structural equation modeling is used to explore the paths and mechanisms of influence of consumers' perceived IWOM and perceived value on oral transmission intention in China's E-Commerce live broadcast. The results found that consumers' perceived IWOM had a positive effect on perceived usefulness and perceived entertainment, and that perceived usefulness had a positive effect on purchase intention while perceived entertainment had no direct effect on word-of-mouth transmission intention. Perceived IWOM also indirectly influences willingness to pass on word-of-mouth by affecting perceived value. Among them, the mediating effect of perceived usefulness in the path of perceived network influence on word-of-mouth transmission intention is greater than that of perceived entertainment.

• 동아시아식생활학회지
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• 제20권4호
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• pp.606-618
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• 2010

The study investigated how 'word of mouth' originates in the chain restaurant industry. It has long been acknowledged that 'word of mouth' is a critical factor for the success of a restaurant business due to its targetability and cost effectiveness. A review of the literature revealed four antecedents of 'word of mouth': service quality, perceived value, satisfaction, and relationship quality. Based on the theoretical/empirical relationships between those constructs, a structural model composed of the hypotheses was proposed. The structural model was tested with data collected from 471 chain restaurant patrons. The structural equation modeling analysis revealed that five constructs in the proposed model are interrelated, and during this process, word of mouth is formed in the chain restaurant industry. A positive relationship between service quality and satisfaction (0.265, p<0.05), service quality and perceived value (0.831, p<0.05), service quality and relationship quality (0.465, p< 0.05), and service quality and WOM (0.263, p< 0.05) were found, indicating that service quality is a key prerequisite for word of mouth and other constructs proposed in the model. It was revealed that perceived value doe not have a direct impact on WOM formation (t=1.275, p=0.202), but a positive relationship between perceived value and satisfaction (0.293, p<0.05) and between satisfaction and WOM (0.627, p< 0.05) were found. Therefore, it was concluded that patrons' perceived value influences word of mouth formation, but that impact is mediated by satisfaction. During this process, relationship quality also plays a mediating role in generating word of mouth. Based on data analysis, theoretical/managerial implications are discussed.

• 패션비즈니스
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• 제10권1호
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• pp.106-119
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• 2006

The purpose of this study was to analysis how perceived beauty service quality, perceived value influenced on purchase intention of customers. Moreover, this study was suggested strategic solutions for beauty managers and employees to build efficient marketing strategies in order to maximize customer satisfaction. For research method, SPSS 12.0 program was used and for the accuracy of precision of a measuring instrument reliability test was applied. And then simple and multiple regression analysis were performed to examine the effects of independent variables to dependent variables to dependant variables. The results of this study were five folds: the higher perceived service quality of beauty service was, the higher perceived value, satisfaction, word-of-mouth, and intention of revisiting were; the higher perceived value was, the better satisfaction, word-of-mouth, and intention of revisiting were; technical service quality was single most important factor affecting influence on perceived value, satisfaction, word of mouth, intention of revisiting, and functional service quality and physical service quality were listed second and third.

• 한국프랜차이즈경영연구
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• 제8권1호
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• pp.43-53
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• 2017

Purpose - The coffee market in Korea has been dramatically developed and coffee chains dominate the Korean coffee market recently. Customer's perceived value is one of the marketing tools to get competitive advantages of coffee chains, and plays a critical role to study on coffee franchise industry. Thus, this study is to identify the effect of customer's perceived value (price, brand, service, and quality) on revisit intentions and word-of-mouth(WOM). Research design, data. and methodology - Customer's perceived values consists of four dimensions. 253 samples of 320 were used for data analyses excluding unusable responses. The data were analyzed with SPSS 21.0 and SmartPLS 3.0. Result - First, customer's perceived brand value and service value have a significant, positive effect on revisit intentions. Second, Price value and brand value have a positive influence on WOM. Third, gender difference plays a moderating role in the relationship between brand value and price value and WOM, and between brand value and revisit intentions. Conclusions - Males tend to focus more on their perceived brand value of coffee shops for revisit and recommendation, otherwise females consider price value to give an advice to others. Based on the results of this study, the marketers of coffee chains can develop effective strategies regarding gender difference as well.

• 지식경영연구
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• 제12권1호
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• pp.53-76
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• 2011

This study aims to examine the effects of on premium convergence products buying behavior. This paper analyzed the positive attitude formation using the basic and extended TAM and also revealed how the positive premium convergence product attitude relate to relationship purchasing intention and word of mouth intention. The samples of 562 consumer indicate that the antecedents are consist of four dimension(perceived usefulness, perceived ease of use, social value) and attitude is developed into buying intention and word of mouth intention. We have reached the following conclusion about the antecedents and outcomes factors of customer attitude for the launch of premium convergence product. First, perceived usefulness, perceived delight, and social value had a positive effect on customer attitude but perceived ease of use did not. Second, we found that customer attitude had a positive effect on purchase intention and word-of mouth intention. Finally, interaction effect of perceived usefulness/perceived delight and social value had a positive effect on customer attitude. Our findings suggested that adoptian and diffusion of premium convergence product is influenced by several behavior factors. Managerially, our result emphasize that premium convergence products must satisfy not only the perceived usefulness/delight but also social value that consumers are seeking in order to be successful in the market. The theoretical and practical implications of these findings are discussed as well.

• 디지털융복합연구
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• 제15권2호
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• pp.99-113
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• 2017

본 연구는 융복합적인 콘텐츠와 마케팅이 강조되어 가는 지역문화축제의 서비스품질과 지각된 가치가 관람객들의 구전의도에 미치는 영향과 서비스품질과 구전의도간의 관계에서 지각적 가치의 조절작용을 탐구하는 것이 목적이다. 이를 위한 실증연구는 원주한지문화축제를 대상으로 하였으며, 설문자료는 구조화된 질문지를 이용하여 원주지역주민과 전국 각지에서 원주한지문화축제를 관람하러온 방문객들을 대상으로 수집하여 최종 320명의 표본을 선정하였다. 위계적 회귀분석을 사용하여 가설을 검증한 결과, 지역문화축제의 서비스품질 7요소와 지각적 가치 2요소가 각각 구전의도에 유의미한 영향을 주는 것으로 나타났다. 또한, 지각된 가치 중 비금전적 가치만이 서비스품질 중 신뢰성과 구전의도 간의 관계를 조절하는 것으로 나타났으며, 서비스품질의 나머지 모든 요소와는 조절작용을 하지 않는 것으로 나타났다. 이상의 연구결과를 정리하고 이론적인 일반화와 지역문화축제 발전을 위한 시사점을 논의한 다음, 본 연구의 한계점을 바탕으로 후속연구 방향을 제시하였다.

• 한국조리학회지
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• 제21권3호
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• pp.181-197
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• 2015

본 연구를 수행하기 위하여 호텔 조리사들의 아열대 채소에 대한 인지된 가치, 품질, 가격에 대한 인식을 조사하여 조리사들의 아열대 채소에 대한 신뢰와 이용의도, 구전의도 등을 조사하였다. 이 연구를 수행하기 위하여 서울 시내에 있는 호텔 조리사 중 아열대 채소를 경험해본 조리사들을 대상으로 연구를 진행하였다. 2014년 10월 1일부터 20까지 총 20일 동안 380부의 설문을 배포하여 불성실한 응답을 제외하고 총 353개의 설문을 분석에 이용하였다. 353개의 설문을 가지고, 빈도분석, 요인분석, 상관관계분석, 회귀분석을 실시하였다. 분석결과, 아열대 채소의 지각된 가치, 지각된 품질, 합리적 가격요인은 신뢰에 긍정적인 영향을 주었고, 신뢰는 구매의도와 구전의도에 긍정적인 영향을 주었다. 마지막으로 구매 의도는 구전에 긍정적인 영향을 주었다. 그러므로 아열대 채소의 품질을 높이고, 가격을 합리적인 수준으로 생산량을 늘리고, 제품에 대한 영양적, 기능적 연구에 노력하여 좋은 식재료가 될 수 있도록 노력해야 한다.

• The Journal of Asian Finance, Economics and Business
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• 제8권1호
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• pp.443-450
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• 2021

The paper investigates the factors that affect the decision of young Chinese consumers to buy high-end cosmetics. The study is based on the responses obtained by questionnaires from 400 respondents in Guangzhou, China. The information was collected and classified on the basis of gender, occupation, age and education in order to understand the main characteristics of the sample in a better way. The purposive, convenient and quota sampling techniques of non-probability sampling method were used. Besides this, the predictive test was carried out with 30 respondents to ensure the reliability and validity of the questionnaires. The data was put to descriptive statistical analysis and multiple regression analysis in order to verify the hypotheses. The data revealed that, while brand awareness does not affect the consumer attitude about the high-end cosmetics, other factors like product involvement, perceived quality, subjective norm, and word-of-mouth have significant effect on consumer's attitude and consumers' intention about high-end cosmetics. The findings of the study show that subjective norm, perceived value, word-of-mouth, and consumer attitude of cosmetic products highly affect consumers purchase intention of high-end cosmetic products. The research paper helps to form concrete and effective marketing strategy based on various aspects of consumer behavior for high-end cosmetics in China.

• 한국유통학회지:유통연구
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• 제4권1호
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• pp.51-69
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• 1999

This study investigates a theoretical background to find the effects of antecedents on postpurchase dissatisfaction behavior. To test hypotheses empirically, 209 questionnaires were collected from customers of Korean retailers in Pusan. The results can be summarized as follows. First, the perceived likelihood of successful complaint, the perceived value of complaint, attitude toward complaining has a direct influence on voice. However, controllability has no significant effect on voice. Second, the controllability has a direct effect on exit but perceived value of complaint has no significant effect. Third, no variables have direct effects on negative word-of-mouth. These findings may reflect the fact that negative word-of-mouth is different from voice and exit in terms of dimensions of postpurchase dissatisfaction behavior.