• Journal of Korean Society for Quality Management
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• v.47 no.3
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• pp.641-659
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• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• Journal of the Korean Home Economics Association
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• v.44 no.10
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• pp.9-20
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• 2006

Due the globalization trends of industry environment, not only fashion companies of the developed countries but also those of NICs and the developing countries are pursuing to globalize their businesses. This study was conducted (i) to identify the characteristics of international marketing mix of Korean fashion companies operating in oversea fashion markets and (ii) to analyze the performance of Korean fashion companies related to international marketing mix. The data were collected from inter-Korean fashion enterprises. A questionnaire was distributed to a person in charge of international division/international trade division who doing business in domestic market and a person in charge of a local subsidiary in oversea market. The methods of analysis used in this study were factor analysis, cluster analysis, and one-way ANOVA. The results of this study are as follows: First, according to factor analysis and cluser analysis, Korean fashion companies were classified in four (4) clusters. The fashion companies in Cluster I put their priority on price. The companies in Cluster II are traditional fashion companies which have relatively low power of product and price. The companies in Cluster III put their priority on product, and the companies in Cluster IV put their priority on local market. Second, according to ANOVA, a growth rate of sales make significant difference among 4 clusters and Clusters II and III were comparatively high in performance.

• Journal of Global Scholars of Marketing Science
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• v.17 no.3
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• pp.83-108
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• 2007

Since the 1992 UN Conference for Environment and Development held in Rio de Jaineiro, Sustainable Development has become the global thesis. More than 170 countries signed the Agenda 21 for the sustainable action plan, and adopted the sustainability concept as the key concept of dealing with the environmental, social, ethical, and economic problem. Sustainability is one of the main marketing challenges in the 21st century. By integrating social and ecological criteria, marketing may can make valuable contributions to sustainable development. Regarding the sustainability marketing, it is difficult to find the domestic marketing research on the thesis of sustainable development, and this is the definite evidence that the Korean marketing researchers do not realize the importance of the thesis of sustainable development which is internationally suggested as the new paradigm of change. The purpose of this study is to build the conceptual background and explore the research direction in order to introduce and adopt the concept of sustainable development in the domestic marketing research field. The present paper proposes a comprehensive conception of sustainability marketing, defined by six step: analysis of social-ecological problems; analysis of consumer behavior; normative sustainability marketing; strategic sustainability marketing; instrumental sustainability marketing; and transformative sustainability marketing. The aim of the paper are to clarify the concept of sustainability marketing. To accomplish this research purpose we discuss the sustainable development which is the conceptual background of sustainability marketing, analyze the characteristics of the sustainability marketing, and finally summarize the research results and present the suggestions for further research. Sustainability marketing embraces the idea of sustainable development, a development that meets the needs of the present without compromising the ability of future generation to meet their own needs. Sustainability Marketing goes beyond conventional marketing thinking. If marketing is about satisfying customer needs and building profitable relationships with customers, sustainability marketing may be defined as building and maintaining sustainable relationships with customers, the social environment and natural environment. By creating social and environmental value, sustainability marketing tries to deliver and increase customer value. Sustainability Marketing aims at creating customer value, social value and environmental value. Sustainability marketing integrates social and ecological criteria into the whole process of marketing, and can be differentiated in six steps: (1) Analysis of the social and ecological problems, generally and specifically with respect to products which satisfy customer needs and wants; (2) Analysis of customer behavior with special aspect to social and ecological concerns; (3) Corporate commitments to sustainable development in the mission statement, development of sustainability visions, formulation of sustainable principles and guideline, setting of socio-ecological marketing objectives and goals (normative aspects of sustainability marketing); (4) Sustainability segmentation, targeting and positioning, and timing of market entry(strategic aspects of sustainability marketing); (5)Integration of social and ecological criteria into the marketing-mix, i.e. products, services and brands, pricing, distribution and communication(instrumental aspects of sustainability marketing); (6) Participation in public and political change processes, which transform existing institutions towards sustainability(transformative aspects of sustainability marketing). The first two steps begin with an analysis of the company situation. In sustainability marketing it is crucial not just to know consumer needs and wants, but also to find out about the ecological and social problems of products along their whole life cycle. The intersection of socio-ecological problems and consumer wants sets the ground for sustainability marketing. Step three to five describe the implementation of sustainability marketing. Social and ecological criteria are fully integrated into the mission statement, strategies and marketing-mix. Step six is one of the specifics of sustainability marketing. It is about the commitment of company to sustainable development and their active participation in public and political processes in order to change the existing framework in favor of sustainability.

• Journal of Global Scholars of Marketing Science
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• v.15 no.3
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• pp.211-231
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• 2005

It is important for marketers to understand both individual resistance and group resistance in order to successfully bring innovations into global markets. We suggest that consumers resist innovations as individuals and as members of a group and that they do this in different ways at different stages of decision-making. The individual resistance begins with forms of initial resistance, develops into emergent resistance and mature or belated resistance at the individual level. In addition, personal moral standards can influence decision making in relation to the adoption of innovations. Individual resistance is sometimes accompanied by or evolves into group resistance. We introduce a framework for thinking about consumer resistance to innovations that sees it as a consequence of social identity, which has functions for the individual, the group to which one belongs, and other individuals and groups. Consumers with membership in a certain group try to increase their self-esteem through the process of social comparison. The more consumers strongly identify with and bond with a certain group, the more in-group solidarity and out-group hostility will occur. Out-group hostility gives group members strong resistance toward products and services related to the out-group. Individual resistance and group resistance are threats to marketers and dampen performance. By considering the existence of resistance to innovations and seeking strategies to overcome it, marketers can transform these threat into new opportunities. A better understanding of consumer resistance can complement research on the adoption of innovations and help in the development of a universal model of consumer behavior.

• International Area Studies Review
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• v.13 no.2
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• pp.445-474
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• 2009

This study tries to investigate the factors influenced on the performance by top management team's(TMT's) international entrepreneurship(IE) and firm's capabilities(marketing capability and R&D capability) of Korean Ventures. The research model and hypothesis set that TMT's IE directly affect to the performance directly affects and TMT's IE indirectly affect to the performance through the capabilities(marketing capability and R&D capability) by research prior studies. To verify research model, 115 high-technology based Korean ventures survey to be as samples by structured questionnaires and the data is tested by SEM(structural equation modeling) analysis. The results of analysis are as follow. First, there was no relationship between TMT's IE and performance. Second, the IE positively affected to firm's capabilities(marketing capability and R&D capability). Third, firm's internal capabilities positively affected to performance. These results only few TMT's IE cannot sufficiently affect to performance but IE should be propagated to marketing and R&D departments and then firm's performance can improved. This study respect to provide a meaningful implication to globalization and performance of Korean Ventures.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.18 no.5
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• pp.197-215
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• 2023

The main purpose of this study is to investigate the impact of COVID-19 risk perception on the operational activities and performance of incubator tenant companies during the early stages of the COVID-19 outbreak. The primary variables considered for the operational activities of incubator tenant companies include financial management, research and development, marketing, and downsizing. Financial and non-financial performance are the key variables for business performance. The research findings indicate that COVID-19 risk perception has a significant impact only on downsizing, but it does not significantly affect financial management, research and development, or marketing. Additionally, COVID-19 risk perception has a significantly negative impact on both financial and non-financial performance. Financial management and marketing significantly influence financial performance, while research and development and downsizing do not seem to have a significant impact on financial performance. Conversely, research and development, as well as marketing activities, significantly impact non-financial performance, while financial management and downsizing lack a significant influence on non-financial performance. Finally, when examining incubator tenant companies categorized into early-stage, leap-stage, and growth-stage companies, it was observed that only marketing activities have a common and significant impact on non-financial performance across all three types of companies.

• Journal of Digital Convergence
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• v.14 no.10
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• pp.205-216
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• 2016

Electronics industry provides more revenue and jobs, and plays an important role in a variety of fields. During recent changes to the industrial strategy by IT convergence technology development and global economic integration, Global Value Chain(GVC) of the ICT industry has been expanded. The global value chain is a structure consisting of the global dimension in all the processes of business activity for value-added production, R&D, manufacturing, sales, A/S etc. The purpose of this study is to analyze the GVC in the electronics industry and GVC promote practice of Samsung Electronics and LG Electronics. GVC of the electronics industry was developed from 1980, and established manufacturing plant in the United States and Canada. GVC has moved to low-cost countries such as China, Taiwan and India to cut costs, In recent years, because of the rising labor and production costs in China, manufacturing plants move to the Vietnam that has relatively cheap production base. To develop consistently, Korean electronics companies should carry out a new strategy such as item and brand marketing to exporting country.

• International Commerce and Information Review
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• v.18 no.3
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• pp.227-248
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• 2016

World aviation market has been expanded every year caused by improvement of economic level quality of individual life, increase of the development of tourist industry. Aviation companies have compete to develpe the service program for the maintaining of sustainable choice by customer and develop the market share. This study aims to suggest customer service strategy which is based on the relations between satisfaction by providing a differentiated service quality. This paper is focusing on the investigation with the mediating role of commitments on customer satisfaction in Aviation company. For this purpose, we do literature reviews, develop research model and conduct an empirical research. The literature review covers theoretical discussion on customer satisfaction and core variables for hypothesis setting. This analysis shows the airline service factors have a positive effect on the customers' satisfaction and re-choice intention. And it is necessary to improve airlines' systematic management and strategic development on airline service factors for better airlines' customer service.

• Journal of Digital Convergence
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• v.18 no.3
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• pp.49-57
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• 2020

Over time, the beauty industry has entered a mature industry and cannot survive unless it changes. In reality, the AR market for virtual experimental marketing is growing in the beauty industry, and global companies like FACEBOOK in the US are investing heavily in AR. Therefore, this study utilizes augmented reality technique to find out how the experience of using AR application affects female consumers' satisfaction and how they feel. This study will focus on how the relationship with purchase intention is mediated. In addition, we will help to suggest the development direction of augmented reality with makeup by analyzing the overall factors at the time when new technology, augmented reality marketing is becoming active.

• Journal of Korea Port Economic Association
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• v.27 no.2
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• pp.195-215
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• 2011

The purpose of this article is to provide data to be utilized for marketing to attract future container cargo to the Korea-China Car Ferry Service and to estimate container traffic for the development of the International Passenger Terminal to be newly built in the Incheon Southern Port. An analysis of container traffic through the Passenger Terminal of Incheon Port showed that the container throughput of Incheon Port comprised 20% of traffic. The export cargo traffic in the International Passenger Terminal, 71.4%, or 111,698 TEU of 156,284 TEU in total, was brought from metropolitan areas. To increase the container traffic of the car ferry service currently concentrated on the metropolitan areas, more endeavor is required to strengthen marketing competence to attract container traffic to other regions apart from the metropolitan areas as well as provide general services.