• 대한가정학회지
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• 제47권1호
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• pp.13-24
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• 2009

The purpose of this study was to examine the effects of banking service quality on consumer satisfaction and positive word-of-mouth. A total of 330 bank consumers were investigated between Sept. 11 and Oct. 11, 2006. After sorting through the data, the responses of 299 consumer ( > 24 yrs old) were used for analysis. SERVPERF, the performance component of the Service Quality scale (SERVQUAL), was used to measure the four dimensions of reliability, responsiveness/empathy, assurance, and tangibles. Responses were partitioned by age and gender. The major findings were as follows; The effect of service quality by SERVPERF on consumer satisfaction and positive word-of-mouth did not differ according to gender. However, positive recommendation in males was directy related to the technical quality evaluate. In females, higher the functional quality evaluate was directly related to higher positive word-of-mouth recommendation. The effect of service quality by SERVPERF on consumer satisfaction was not revealed differently according to age. However, with respect to respondents under the age of 45, tangibles and assurance had a positive relationship with word-of-mouth recommendation. Furthermore, the higher the functional quality evaluate, the higher the level of positive word-of-mouth. Responsiveness/empathy was the most significant factor on positive word-of-mouth recommendation in respondents over the age of 45. In this age group, the higher the technical quality evaluate, the higher the level of positive word-of-mouth recommendation. These results have implications for banking service managers, particularly in improving service quality to increase consumer satisfaction and positive word-of-mouth. Future research is needed to replicate this study using more broad and representative samples in order to test the generalization of these findings.

• 디지털융복합연구
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• 제16권8호
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• pp.269-278
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• 2018

본 연구는 이용자의 선택에 영향을 미치는 휴리스틱 유형이 구전속성에 미치는 영향과 구전속성이 이용자의 행동의도에 미치는 영향 및 구전속성이 휴리스틱 유형과 행동의도 간에 매개 역할을 할 것인지를 알아보고자, 모바일 게임을 이용하는 102명의 결과를 분석 하였다. 첫째, 휴리스틱(대표성, 조정) 유형은 구전속성(호의성, 신뢰성, 설득성)에 정(+)의 영향력을 갖는 것으로 나타났다. 둘째, 신뢰성 구전속성은 행동의도에 유의한 영향력을 갖는 것으로 나타났으나, 호의성과 설득성 구전속성은 행동의도에 유의한 영향력을 갖지 않는 것으로 나타났다. 셋째, 휴리스틱(대표성, 조정) 유형은 행동의도에 유의한 영향력을 갖는 것으로 나타났다. 넷째, 신뢰성 구전속성만이 조정 휴리스틱 유형과 행동의도 관계에서 매개역할을 하는 것으로 나타났다. 본 연구 결과는 모바일 게임 시장에서 이용자들이 게임을 선택하는 행동의도를 이해하는데 도움을 제공해 줄 수 있을 것이다.

• 한국의류학회지
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• 제31권3호
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• pp.410-419
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• 2007

The purposes of this study were to segment consumers by on-line word of month and to find the differences among the segmented groups in regard to fashion involvement, internet perceived risk, and internet purchase behavior. The subjects of this study were female consumers who were members of online cafe in Korea. The data were collected during October, 2004. The respondents returned the questionnaires through internet and 480 questionnaires were finally used in the data analysis. The statistical analyses used for the study were factor analysis, cluster analysis, t-test, and $X^2-test$. The results showed that word-of·mouth communication on internet(e-WOM) is composed of two factors, word-of-mouth transmission and word-of-mouth acceptance. These two factors were put under cluster analysis and were classified into two groups of the word-of·mouth communication: WOM group and non-WOM group. T-test showed that word-of-mouth communication groups were significantly different in regard to fashion involvement, internet perceived risk, and internet purchase behavior. For example, WOM group was more uncertain of their clothing choices, put more weight on the internal factors of clothing selection, and was a frequent purchaser of internet fashion products. Internet fashion business needs to implement the proper marketing strategies based on the results of the study.

• 한국의류산업학회지
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• 제7권2호
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• pp.218-224
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• 2005

The purpose of this study was to investigate the infiluence of positive and negative word-of-mouth informations on visiting intention of hairshop customers. Data were collected from 342 adult females and analyzed by using frequencies, factor analysis and regression utilizing SPSS/PC+. The results showed that positive word-of-mouth informations such as shop employees' skill/attitudes, physical benefit, comfortable facilities, time saving/consistent service, kindness and rational price had influence on the visiting intention of hairshop customers. The negative word-of-mouth informations that consumers had experienced using hairshop were categorized as untrustworthy face-to-face customer management, non-customer service oriented mind, and unskilled employees/inefficient hairshop environment. The negative word-of-mouth informations had no effect on the visiting intention.

• 디지털융복합연구
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• 제6권4호
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• pp.91-104
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• 2008

This study notes the growing importance of online community as a means of building customer relationships. The author aims to identify how to communicate in an online community on preannounced new products, and test social influence that influence word-of-mouth of consumers, and confirm moderate effect of market maven between social influence and word-of-mouth activity in on-line community. The main findings are that social influence such as internalization and conformity positively influence word-of-mouth communication on online community. And moderate effect of market maven confirm between social influence(internalization and confirmity) and word-of-mouth activity.

• 대한가정학회지
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• 제41권11호
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• pp.189-200
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• 2003

The purpose of this study was to investigate that positive and negative word-of-mouth informations getting hairshop customers have influence on visiting intention of potential consumers. Data were collected from 354 university or college women. The results showed as follows; First, positive word-of-mouth informations that consumers have experienced in using hairshop were employee altitude/technique, consideration in customer's situation, kindness, saving of time/additional service, facilities, rational price, gift service/benefit in conditions of location. Second, negative word-of-mouth informations that consumers have experienced in using hairshop were inconsistent service, service focus on non-customers, irrational price/technique insufficiency/ inadequate compensational system, irrelevance of face-to-face management. Third, in getting positive word-of-mouth informations, consideration in customer's situation, rational price and gift service/benefit in conditions of location, consumers had visiting intention, and in getting negative informations, irrational price/technique insufficiency/inadequate compensational system, consumers had no visiting intention.

• 한국조리학회지
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• 제20권5호
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• pp.106-110
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• 2014

Little is known about the impact of ambience on customers' emotions, satisfaction, and word of mouth recommendation within the context of coffee shops. This study examined the relationships among ambience, emotions, customer satisfaction, and word of mouth recommendation in a coffee shop setting. A total of 303 visitors at 5 coffee shops in a Southwestern state in the U.S. completed questionnaires. Utilizing a structural equation modeling technique, this study demonstrated that ambience significantly influenced emotions and customer satisfaction. In addition, emotions significantly affected customer satisfaction and word of mouth recommendation.

• 산업진흥연구
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• 제7권3호
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• pp.9-16
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• 2022

본 연구는 기업의 친환경 활동에 책임이 강화되고 있는 현재 기업의 그린마케팅이 경영성과 창출에 어떤 영향을 주는지 확인해 보고자 하였다. 이를 위해 기업의 그린마케팅이 소비자 구전의도에 미치는 영향, 브랜드 신뢰도의 매개효과와 소비자의 환경친화적 행동의 조절효과를 검증하였다. 분석결과는 다음과 같다. 첫째, 기업의 그린마케팅은 소비자들의 구전의도에 정(+)의 영향을 미쳤다. 둘째, 브랜드신뢰도는 기업의 그린마케팅과 소비자의 구전의도 관계에서 정(+)의 매개역할을 하는 것으로 나타났다. 셋째, 소비자의 환경친화적 행동은 브랜드신뢰도와 그들의 구전의도 사이에 조절효과가 있는 것으로 나타났다. 따라서 기업의 친환경 전략과 실천은 브랜드신뢰를 강화하고, 소비자들의 구전의도를 높이는 데 도움이 될 것이다. 본 연구를 통해 기업의 친환경 전략과 이의 실천이 실제 브랜드신뢰 구축과 소비자 구전의도에 미치는 영향을 밝힘으로써 그린마케팅과 소비자의 자발적 구전 가능성 간의 인과관계를 분석했으며 기업의 지속성장을 위해 친환경 마케팅 전략을 구축하는 것이 필요함을 시사하고 있다.

• 한국의류학회지
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• 제38권5호
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• pp.690-704
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• 2014

This study examined the risk perception in internet shopping by Chinese and analyzed the effects of risk perception on internet word-of-mouth acceptance and transmission. This analysis was conducted with data collected from 373 Chinese individuals in their 20s. Data were analyzed with factorial analysis, cluster analysis, ANOVA, multiple regression analysis, Chi-square test, and Cronbach's ${\alpha}$ using SPSS 18.0. The results were: 1) The factor analysis of risk perception extracted four factors: fashion/social psychological risk, product risk, transaction risk, and economic risk. The cluster analysis classified them into: Group with low-risk, Group with high-risk, Group with economic risk, and Group with medium-risk. 2) Group with high-risk and Group with economic risk had a higher word-of-mouth acceptance than other groups. The Group with a high-risk had more word-of-mouth transmission than other groups. 3) It was found that when word-of-mouth was accepted, the factual information about fashion products (size and material) was most referred to, and that the overall evaluation of satisfaction and dissatisfaction was most conveyed when word-of-mouth was conveyed. 4) Internet word-of-mouth acceptance was affected by product risk, economic risk, and transaction risk. Internet word-of-mouth transmission was affected by economic risk, and fashion/social psychological risk, product risk, and transaction risk.

• 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.