• Journal of Distribution Science
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• v.16 no.8
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• pp.69-77
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• 2018

Purpose - With growing competition in the service distribution industry, the importance of managing customer complaints has increased. If firms handle customer complaints effectively, they can strengthen customer loyalty and repurchase intention. Many studies have focused on customers expressing complaints, yet research on silent customers is scant. This study focuses on two types of complainers and non-complainers. In other words, this study is to examine the value of voice complaint intention and no-action intention. This study also investigates how perceptual and relational factors affect complaint intention. Research design, data, and methodology - This study was carried out using the survey with undergraduate students who have faced a service failure in a retail store(fast foods, electronics, apparel). And if such complaint were to occur again, respondents were asked about any possible action they would take. 300 questionnaires were distributed and a total of 279 respondents provided complete and usable data. The sample consisted of 158 males(56.6%) and 121 females(43.4%). The structural equation modeling analysis was used for the hypothesis test. Results - The results are as follows. First, attitude toward complaining, likelihood of successful complaint, and ease of complaint were positively related to voice complaint intention. Second, attitude toward complaining, likelihood of successful complaint, and ease of complaint were negatively related to no-action intention. Third, commitment was positively related to voice complaint intention but didn't have a significant negative impact on no action. Forth, voice complaint behavior reduced switching intention and no-action intention enhanced switching intention. Conclusions - The findings of this study confirm the value of complaint behavior and show voice complaint intention and no-action intention should be managed differently. Voice complaint intention is evaluated positively because it reflects customers' concerns about the company, while no-action intention is evaluated negatively. Attitude toward complaing is the most effective in increasing voice complaint intention and likelihood of successful complaint is a major factor in reducing no-action intention. Also, in explaining switching intention, voice complaint intention plays a more important role than no-action intention.

• Journal of Information Technology Services
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• v.20 no.5
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• pp.189-207
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• 2021

Voice interaction combined with artificial intelligence is poised to revolutionize human-computer interactions with the advent of virtual assistants. This paper is analyzing interactive elements of AI-based voice recognition services such as sympathy, assurance, intimacy, and trust on intention to use. The questionnaire was carried out for 284 smartphone/smart TV users in Korea. The collected data was analyzed by structural equation model analysis and bootstrapping. The key results are as follows. First, AI-based voice recognition service characteristics such as sympathy, assurance, intimacy, and trust have positive effects on interactivity with the AI-based voice recognition service. Second, the interactivity with the AI-based voice recognition service has positive effects on intention to use. Third, AI-based voice recognition service characteristics such as interactional enjoyment and intimacy have directly positive effects on intention to use. Fourth, AI-based voice recognition service characteristics such as sympathy, assurance, intimacy and trust have indirectly positive effects on intention to use the AI-based voice recognition service by mediating the effect of the interactivity with the AI-based voice recognition service. It is meaningful to investigate factors affecting the interactivity and intention to use voice recognition assistants. It has practical and academic implications.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.12-21
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• 2007

The purpose of this study was to examine the effect of subjective norms on customers' intention to engage in voice of dissatisfaction responses, the effect of subjective norms on attitude, and the mediating effect of attitude on the relationships between subjective norms and customers' intention to engage in voice of dissatisfaction responses. The simple regression analysis is used in order to estimate the effects of subjective norms on customers' intention to engage in voice of dissatisfaction responses and attitude. The mediated regression analysis is used in order to estimate the mediating role of attitude of the effect of subjective norms on customers' intention to engage in voice of dissatisfaction responses. Results of the study demonstrated that the inclusion of perceived behavioral control did significantly improve the predictability of the voice of dissatisfaction response intentions. Furthermore, the mediating analysis indicated that the influence of subjective norms was mediated by mediator. In the contests of voice behavior, the effect of subjective norms on intention was mediated by attitude.

• Journal of the Korean Society of Food Culture
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• v.21 no.5
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• pp.500-506
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• 2006

The purpose of this study was to examine the mediating role of attitude, subjective norm, and perceived behavioral control on the relationships between past behavior and customers' intention to engage in voice of dissatisfaction responses. Results of the study demonstrated that the inclusion of past behavior improved the predictability of the voice of dissatisfaction response intentions. Furthermore, the mediating analyses indicated that the influence of past behavior was mediated by mediator. In the contests of voice behavior, the effect of past behavior on intention was not mediated by attitude and perceived behavioral control. Meanwhile, subjective norm mediated the relationship between past behavior and the intention to engage in voice behavior.

• Journal of Digital Convergence
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• v.20 no.4
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• pp.225-234
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• 2022

Voice commerce has emerged as a key channel for consumer searches and purchases. This study examines the continuance use intention of voice commerce, applying value-based adoption model. An online survey was conducted with 470 consumers who has experienced with voice commerce. As participants were who buys and purchases goods; or a user who uses food delivery service in voice commerce context. This study used SPSS 23.0 and Amos 23.0 for descriptive analysis, correlation analysis, confirmatory factor analysis, and structul equation modeling analysis. These reaults are as follows. First, usefuleness and response accuracy were significantly influenced the perceived value of voice commerce. Second, functional risk was significantly influenced the the perceived value of voice commerce. Third, perceived value was significantly influenced the continuance use intention of voice commerce. These results enhance understanding of voice commerce users and provide insight into the service provider of voice commerce.

• The Journal of the Korea Contents Association
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• v.22 no.5
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• pp.491-502
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• 2022

Voice technology allows consumers to make purchases through smart devices, and the interest in voice-driven conversational commerce has significantly expanded. In this study, we explored the continuance use intention of voice commerce, and the adoption of a value-attitude-behavior model. An online survey was conducted on 360 individuals who used an artificial intelligence assistant device in a voice commerce environment. We used Amos 23.0 and SPSS 25.0 for descriptive, confirmatory, and structural equation modeling analyses. These results indicated that functional value was the highest influencing variable on satisfaction of voice commerce, while social, emotional, and epistemic values significantly influenced it as well. Additionally, satisfaction of voice commerce significantly influenced the continuance use intention of voice commerce. These findings could help us understand the characteristics of voice commerce users and the diversity value in voice commerce environment.

• Journal of Fashion Business
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• v.21 no.1
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• pp.112-123
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• 2017

This study investigated if there are differences between Korean and Chinese consumers among the determinants of consumer complaint intention, type of complaint intention, and traits of complaining behavior. Sample subjects used in this study were female college students in Jeollabukdo and Jeollanamdo, Korea and Yunnam, China. Questionnaire data from 780 college students(Korea: 441, China: 339) were analyzed through a reliability analysis, factor analysis, frequence, mean, and multiple regression analysis. The results of the study were as follows. First, complaint intention of college students was divided into 3 factors, voice, private, and third party. Second, the findings of regression analysis for the total sample showed that the determinants of the factor 'voice' were the country, salespeople, product involvement, complaint cost, psychological tension, and social benefit. Whereas, the determinants of the factor 'private' were the producer, product involvement, psychological tension, and social benefit. Also, the determinants of the factor 'third party' were the country, oneself, salespeople, complaint cost, personal norms, and social benefit. Third, significant differences were indicated in the determinants of the 'voice', 'private' and 'third party' factors of complaint intention between Korean and Chinese consumers. Fourth, the complaint intention factors of 'voice' and 'third party' of Chinese consumers were higher than Korean consumers. Fifth, the attributions to dissatisfaction of Korean consumers were higher than Chinese consumers, and the product involvement, possibility for success, and consumer complaint attitudes of Chinese consumers were revealed to be higher than Korean consumers.

• Journal of Technology Innovation
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• v.27 no.4
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• pp.111-144
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• 2019

As virtual assistants rapidly diffused into the market, the voice shopping market is expected to expand. The purpose of this study is to identify the factors that determine the consumers' intention to adopt voice shopping by using the unified theory of acceptance and use of technology(UTAUT). In this study, we set variables that influence the intention to adoption of voice shopping with performance expectation and effort expectations as the variables of UTAUT and playfulness expectations as an extended variable. In addition, we also include four voice secretary attributes such as response accuracy, compatibility, social presence, and safety in our research model to investigate the source of motivation of voice shopping adoption. The result of this analysis shows that variables such as performance expectation, effort expectation, and amusement expectation have a positive effect on the intention to adoption of voice shopping. With respect to the four voice shopping attributes, compatibility had a positive effect on performance expectancy, effort expectancy, and playfulness expectancy. Social presence has a positive effect on playfulness expectancy. Safety has a positive effect on effort expectancy and playfulness expectancy. On the other hand, response accuracy is not significant for performance expectancy, effort expectancy, and playfulness expectancy. This study reveals the determinants of intention to adopt the new purchasing method called voice shopping, and suggests the important factors for the innovation of commerce business.

• The KIPS Transactions:PartB
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• v.14B no.3 s.113
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• pp.183-190
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• 2007

VoiceXML is new markup language which is designed for web resource navigation via voice based on XML. An application using VoiceXML is classified into mutual-controlled and machine-controlled form dialog structure. Such dialog structures can't construct service which provide free navigation of web resource by user because a scenario is decided by application developer. In this paper, we propose VoiceXML application structure using user-controlled form dialog system which decide service scenario according to user's intention. The proposed application automatically detects recognition candidates from requested information by user, and then system uses recognition candidate as voice-anchor. Also, system connects each voice-anchor with new voice-node. An example of proposed system, we implement news service with IT term dictionary, and we confirm detection and registration of voice-anchor and make an estimate of hit rate about measurement of an successive offer from information according to user's intention and response speed. As the experiment result, we confirmed possibility which is more freely navigation of web resource than existing VoiceXML form dialog systems.

• Journal of the HCI Society of Korea
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• v.12 no.1
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• pp.15-23
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• 2017

Applying the concept and components of human nature to the conversational agent in the smart home context, this study investigated the effects of the level of anthropomorphism and interaction type on the emotional user experiences and future use intention. The results of experiment study showed that the high-low condition of anthropomorphism and the voice-chatting interaction type have impacts on the perceived closeness, likability, and future use intention. That is, people evaluate the conversational agent as more close, likable, and useful when they perceive more human nature components and when in the voice interaction mode. Psychological resistance was lower in the voice than in the chatting mode regardless of the level of anthropomorphism. The results also demonstrated an interaction effect of anthropomorphism and interaction type on the future use intention: the effect of anthropomorphism existed only in the voice interaction mode. It leads to the conclusion that a conversational agent with the voice recognition interface should be designed with the higher level of human nature components for the continuous use.