• Title/Summary/Keyword: total brand management

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Relationships among Service Quality of Brand Coffee Shop and Customer Satisfaction (브랜드 커피전문점의 서비스품질 및 고객 만족도의 관계: 중국 베이징 지역 중심으로)

  • Ma, Hong-Bo;Kim, Yeong-Gug
    • Asia-Pacific Journal of Business
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    • v.6 no.1
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    • pp.45-57
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    • 2015
  • The purpose of this research is to explore the relationships among service quality's five factors(i.e., tangibles, reliability, responsiveness, empathy, and assurance) and customer satisfaction. The study used convenience sampling and selected certain consumers who visited coffee shop in BeiJing, China. Total 300 questionnaires was distributed and 18 unsuitable data were excluded for data analysis. These data were tested using SPSS 21.0. The results of this study are summarized as follows. First, the result of the relationship between coffee shops'service quality and customer satisfaction reveals that two of 5 service quality factors (i.e., assurance and empathy) had a positive effect on customer satisfaction only, and other service quality factors (i.e., tangibles, reliability, and responsiveness) had no positive influence on customer satisfaction. Limitations and future research directions of the study were also discussed.

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Brand Image and VMD Strategy of Sports Stores in Korea (2017년 이후 스포츠매장의 브랜드이미지와 VMD 전략)

  • Seo, Jung-Hwa;Kim, Hwa-Kyung;Kim, Jong-Jin;Youn, Myoung-Kil
    • Journal of Distribution Science
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    • v.15 no.11
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    • pp.83-93
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    • 2017
  • Purpose - The study aims to analyze the VMD(Visual Merchandising) perception factors in recent sporting goods store and clarify the effect of each VMD perception factors on brand image, satisfaction, and customer revisit intention. The VMD perception factors play an important role in attracting and actually inducing sales to the visiting customers. It has investigated the effect of VMD perception on customer satisfaction and revisit intention. It is expected that the company's marketing strategy with VMD will be differentiated and competitive in sports item stores, brand image enhancement, customer retention, and acquisition. Research design, data, and methodology - In order to verify the hypotheses of this study, a total of 380 questionnaires had been distributed. 360 respondents were used in the final analysis excluding 20 respondents' incomplete answers. The SPSS 18.0 program was used and the data analysis was conducted for the demographic characteristics and distribution behavior. Principal Components Analysis was used for the common factor extraction for validity analysis, and factor analysis was conducted to verify such as validity in brand image or brand attitude. As for Multiple regression analysis, was performed to verify and in the research model, and in and , the mediation was defined through the Sobel Test in order to verify the brand image mediating effects on VMD, store satisfaction, and revisit inquiry of sports store. Results - Qualitative research shows that VMD sub-variables such as aesthetic, fitness, and functional convenience influence store satisfaction and revisit intention. As a result of analyzing the mediating effect of the brand image, the more VMD is strengthened, the more brand image is improved and store satisfaction is also increased. Conclusions - VMD enhancement requires a VMD strategy aligned with the company's management policies and objectives, a visual directing and consistent concept that delivers a strong message to customers. The customer actual purchasing behavior is a combination of various factors such as sports item stores' interior design, display, advertisement promotion like POP(Point of Purchase), salespersons and their service quality, so that the VMD image and the brand image must be consistent and a unique strategic plan is required.

The Effect of the Components of Hotel Food & Beverage Service Quality on Customer Satisfaction and Brand Loyalty (호텔 식음료 서비스품질 요인이 고객만족과 브랜드 애호도에 미치는 영향)

  • Han, Jong-Hun;Seo, Jung-Woon
    • Culinary science and hospitality research
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    • v.22 no.5
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    • pp.277-294
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    • 2016
  • This study was to empirically determine the relationship between hotel food & beverage service quality, and customer satisfaction and brand loyalty. A total of 260 survey responses were collected from food & beverage' customers of seven five star hotels in Seoul. The results of hypothesis testing can be summarized as follows. The results showed that facility and reliability factors, and employee service and excellence factors had significant effects on customer satisfaction, and then reliability factors and excellence factor had significant effects on brand loyalty. Customer satisfaction also had a significant effect on brand loyalty. It can be concluded that the service quality components of hotel food & beverages are perceived responsiveness, service capabilities, food and beverages products, and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results of this study.

Modeling Brand Equity for Lifestyle Brand Extensions: A Strategic Approach into Generation Y vs. Baby Boomer (생활방식품패확장적품패자산건모(生活方式品牌扩张的品牌资产建模): 침대Y세대화영인조소비자적전략로경(针对Y世代和婴儿潮消费者的战略路径))

  • Kim, Eun-Young;Brandon, Lynn
    • Journal of Global Scholars of Marketing Science
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    • v.20 no.1
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    • pp.35-48
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    • 2010
  • Today, the fashion market challenged by a maturing retail market needs a new paradigm in the "evolution of brand" to improve their comparative advantages. An important issue in fashion marketing is lifestyle brand extension with a specific aim to meet consumers' specific needs for their changing lifestyle. For fashion brand extensions into lifestyle product categories, Gen Y and Baby Boomer are emerging as "prospects"-Baby Boomers who are renovating their lifestyle, and generation Y experiencing changes in their life stage-with demands for buying new products. Therefore, it is imperative that apparel companies pay special attention to the consumer cohort for brand extension to create and manage their brand equity in a new product category. The purposes of this study are to (a) evaluate brand equity between parent and extension brands; (b) identify consumers' perceived marketing elements for brand extension; and (c) estimate a structural equation model for examining causative relationship between marketing elements and brand equity for brand extensions in lifestyle product category including home fashion items for the selected two groups (e.g., Gen Y, and Baby boomer). For theoretical frameworks, this study focused on the traditional marketing 4P's mix to identify what marketing element is more importantly related to brand extension equity for this study. It is assumed that comparable marketing capability can be critical to establish "brand extension equity", leads to successfully entering the new categories. Drawing from the relevant literature, this study developed research hypotheses incorporating brand equity factors and marketing elements by focusing on the selected consumers (e.g., Gen Y, Baby Boomer). In the context of brand extension in the lifestyle products, constructs of brand equity consist of brand awareness/association, brand perceptions (e.g., perceived quality, emotional value) and brand resonance adapted from CBBE factors (Keller, 2001). It is postulated that the marketing elements create brand extension equity in terms of brand awareness/association, brand perceptions by the brand extension into lifestyle products, which in turn influence brand resonance. For data collection, the sample was comprised of Korean female consumers in Gen Y and Baby Boomer consumer categories who have a high demand for lifestyle products due to changing their lifecycles. A total of 651 usable questionnaires were obtained from female consumers of Gen Y (n=326) and Baby Boomer (n=325) in South Korea. Structural and measurement models using a correlation matrix was estimated using LISREL 8.8. Findings indicated that perceived marketing elements for brand extension consisted of three factors: price/store image, product, and advertising. In the model of Gen Y consumers, price/store image had a positive effect on brand equity factors (e.g., brand awareness/association, perceived quality), while product had positive effect on emotional value in the brand extensions; and the brand awareness/association was likely to increase the perceived quality and emotional value, leading to brand resonance for brand extensions in the lifestyle products. In the model of Baby Boomer consumers, price/store image had a positive effect on perceived quality, which created brand resonance of brand extension; and product had a positive effect on perceived quality and emotional value, which leads to brand resonance for brand extension in the lifestyle products. However, advertising was negatively related to brand equity for both groups. This study provides an insight for fashion marketers in developing a successful brand extension strategy, leading to a sustainable competitive advantage. This study complements and extends prior works in the brand extension through critical factors of marketing efforts that affect brand extension success. Findings support a synergy effect on leveraging of fashion brand extensions (Aaker and Keller, 1990; Tauber, 1988; Shine et al., 2007; Pitta and Katsanis, 1995) in conjunction with marketing actions for entering into the new product category. Thus, it is recommended that marketers targeting both Gen Y and Baby Boomer can reduce marketing cost for entering the new product category (e.g., home furnishings) by standardized marketing efforts; fashion marketers can (a) offer extension lines with premium ranges of price; (b) place an emphasis on upscale features of store image positioning by a retail channel (e.g., specialty department store) in Korea, and (c) combine apparel with lifestyle product assortments including innovative style and designer’s limited editions. With respect to brand equity, a key to successful brand extension is consumers’ brand awareness or association that ensures brand identity with new product category. It is imperative for marketers to have knowledge of what contributes to more concrete associations in a market entry into new product categories. For fashion brands, a second key of brand extension can be a "luxury" lifestyle approach into new product categories, in that higher price or store image had impact on perceived quality that established brand resonance. More importantly, this study increases the theoretical understanding of brand extension and suggests directions for marketers as they establish marketing program at Gen Y and Baby Boomers.

Effects of Nonverbal Communication of Flight Attendants on Customer Engagement and Brand Intimacy (항공사 승무원의 비언어 커뮤니케이션이 고객 인게이지먼트 및 브랜드 친밀감에 미치는 영향)

  • Yuna Choi;Namho Chung
    • Knowledge Management Research
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    • v.24 no.2
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    • pp.185-209
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    • 2023
  • The air travel industry, which had shrunk with COVID-19, is gaining wings again. Accordingly, this study investigated whether non-verbal communication factors experienced through interaction with airline flight attendants for passengers who have traveled abroad within the past year through domestic airlines affect customer engagement and brand intimacy. A total of 285 samples were collected, and SPSS 28 and AMOS 26 programs were used to verify the reliability and validity of the research tool, the suitability of the model, and hypotheses. As a result of the empirical study analysis, it was confirmed that Paralanguage and Proxemics in non-verbal communication of flight attendants had a significant effect on customer engagement. Although it is different from the results of previous studies following changes in perspective after COVID-19, it once again confirmed the importance of airline crew communication in providing face-to-face services at the interface with passengers. In order to induce customer engagement, which is a new customer satisfaction management index. In addition, it was confirmed that customer engagement has a significant effect on brand intimacy. These results support the view that it is necessary to establish new customer management indicators of emotion and relationship marketing in the existing marketing centered on price reduction or securing loyalty. It was confirmed that interactions with flight attendants can contribute to customer engagement, and these results have important implications for those working in the air transportation industry.

Effects of Franchise Restaurant Selection Attributes on Perceived Value, Customer Satisfaction and Loyalty (프랜차이즈 레스토랑의 선택속성이 지각된 가치와 고객만족 및 고객충성도에 미치는 영향)

  • Wang, Shuo;Lee, Yong-Ki;Kim, Sung-Hwan
    • The Korean Journal of Franchise Management
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    • v.9 no.4
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    • pp.7-19
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    • 2018
  • Purpose - Recently, global management in Korea franchise industry is becoming an important keyword. As an important branch market, Chinese market plays a major role not only by making experience of the competitiveness among global brands which offers a foothold to become a top global brand, but also by actualizing an economies of scale in production, sales, etc. Therefore, it is necessary to identify key successful factor influencing customer evaluation and responses of Korean franchise restaurant targeting Chinese consumers in China context. The purpose of this study is to examine the effects for Korean franchise restaurant selection attributes on perceived value, customer satisfaction and customer loyalty in Chinese context with SmartPLS 3 and Artifical Neural Network(ANN). Research design, data, and methodology - For these purposes, the authors developed several hypotheses. A questionnaire survey was conducted on the panel of online survey companies for Chinese consumers who have visited Korean franchise restaurants. A total of 404 data were analyzed using structural equation modeling(SEM) and artifical neural network(ANN) with SPSS 22.0 and SmartPLS 3.0. Result - The findings of this study are as follows: First, the alternative model findings show that facilities & atmosphere, employee service, and menu influenced on utilitarian value, customer satisfaction, and customer loyalty directly. Second, employee service influenced on customer satisfaction. Third, menu influenced on hedonic value. Fourth, brand reputation influenced on utilitarian value. Fifth, hedonic value increase customer satisfaction and customer loyalty. Sixth, hedonic value increase customer loyalty. Seventh, customer increase customer loyalty. And, the ANN analysis shows that utilitarian value is the first most important factor influencing customer satisfaction, followed by hedonic value, facilities & atmosphere, menu and employee service. However, the ANN analysis shows that customer satisfaction is the first most important factor influencing customer loyalty, followed by utilitarian value, hedonic value, brand reputation, menu, and employee service. Conclusions - This study provides practical implications for enhancing customer satisfaction and customer loyalty by applying the ANN technique that complements the limitations of the linear structural relationship analysis using the proposed model and the alternative model. In other words, the SEM-ANN model provides guidelines on how Korean franchise restaurants should formulate facilities & atmosphere, employee service, and menu mix strategies in China. In addition, ANN 's analysis shows that restaurant brand reputation plays a pivotal role in increasing customer loyalty. The fact suggests that Korean franchise companies should establish their domestic brand reputation prior to their entry into overseas markets such as China.

The Effects of High Class Korean Restaurants' Servicescape on Customers' Emotional Response and Intention to Revisit (고급한식당 서비스스케이프가 고객감정반응과 재방문의도에 미치는 영향)

  • Kim, Kyoung-Mi;Cho, Eun-Hye;Cho, Yong-Bum
    • Culinary science and hospitality research
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    • v.23 no.5
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    • pp.159-168
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    • 2017
  • This study was conducted to investigate the effects of high class korean restaurants' servicescape on customers' emotional response and intention to revisit. This study also examined the relationship among emotional and cognitive reactions and intention to revisit. A total of 216 questionnaires were analyzed using the factor analysis, reliability test, and structural equation modeling analysis. The results revealed that space, aesthetics and comfortableness were positively related to emotional reaction, and convenience and cleanliness were related to cognitive reaction. This study also found that intention to revisit was positively related to emotional and cognitive reactions. Moreover, it was found that think was positively related to emotional reaction, and feel, think, act and the related were positively related to cognitive reaction. Finally, cognitive reaction was positively related to revisit. The results of the study suggested that high-class Korean restaurant marketers should introduce or strengthen servicescape, brand reputation and experiences, which increased brand attitude or revisit.

A Case Study of the Sustainable Practice in Luxury Brands (럭셔리 브랜드의 지속가능 실천 사례에 관한 연구)

  • Soo Min Yoo;Jung Soo Lee
    • Journal of Fashion Business
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    • v.27 no.2
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    • pp.88-107
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    • 2023
  • This study aimed to understand the current status of practice for sustainability in luxury fashion brands. A total of five luxury brands (Louis Vuitton, Hermès, Gucci, Burberry, and Prada) were selected. Each company's official website, sustainability reports, and articles on sustainability practices were compiled. In addition, analysis was performed based on criteria of sustainability such as environmental, social, economical, and cultural dimensions. As a result, the biggest commonality of the five brands was that they promoted the most active change in the environment. These brands tried to reduce energy consumption in materials and production processes. Among them, Burberry, Gucci, and Louis Vuitton had their own departments for sustainability. However, there were differences in strategies of activities between brands for social, economical, and cultural sustainability. Among the five companies, Burberry and Gucci pursued sustainability strategies the most aggressively. They separated their sustainability strategies in terms of environmental, social, economical, and cultural aspects and shared them with consumers. A set of outcomes for the plan were provided as objective data. The sustainable management strategy has become a key strategy for long-term growth of the luxury brand market. To survive in the market, luxury brands should elaborate sustainable management strategies and actively share them with consumers.

The Impact of Wine Brand Sustainability on Intimacy, Attitude, and Loyalty (와인 브랜드의 지속가능성이 친밀감, 태도, 그리고 충성도에 미치는 영향)

  • Sung-Hyun YOON;Sung-Yong CHOI
    • The Korean Journal of Franchise Management
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    • v.15 no.3
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    • pp.57-70
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    • 2024
  • Purpose: Korea is also one of the markets that is growing significantly in the wine market. Due to this influence, Korean mainstream franchises are also increasing the proportion of wine sales. This study aims to examine the sustainability of wine brands from the perspectives of environment, organic farming, and ecological protection, and to verify the influence of these factors on consumer attitudes and intimacy. Research design, data, and methodology: The data were collected from 306 wine purchasers aged 20 or older and analyzed with SPSS 25.0 and SmartPLS 4.1. A total of 311 questionnaires were collected, and 306 were used for analysis after excluding 5 incomplete questionnaires. Result: The findings showed that the environment, organic, and ecological protection positively influence intimacy. In addition, organic positive influences attitude, but the environment and ecological protection did not influence. Intimacy positively influences attitude and loyalty, and attitude also positively influence loyalty. Conclusions: First, this study explained consumers' perception of the sustainability of wine brands through self-identity theory. Second, wine brands need to develop wineries into eco-friendly regions. Third, marketing should focus on the environment of the winery region. Fourth, wine franchises need to market their wine brands' organic farming.

Empirical Study on the Consumption Value of Repurchase Intentions (소비가치가 재구매 의도에 미치는 실증적 연구)

  • Chung, Soon-Suk;Kim, Kwang-Soo
    • Journal of the Korea Safety Management & Science
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    • v.18 no.4
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    • pp.151-160
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    • 2016
  • In this paper, we present the theoretical aspects and practical implications in terms of the following: First, the consumption value of the consumer is validated against the effects of the smart phone. Second, the consumption values by brand has its purpose is to verify the differences by navigating to the impact of repurchase. The data was collected in a self-administered survey 210 undergraduate students, using smartphone between september 9th-30th, 2014. A total of 152 questionnaires were collected and used for the data analysis.