• Asia Marketing Journal
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• v.12 no.3
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• pp.81-97
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• 2010

CJ O shopping performs well in the mature home shopping market as they develop differentiated product assortments, valuable program and platforms, and enhance the customer service. This case examined the reason why CJOShopping needed to change their strategy and how they implement the strategy. Specifically, this case investigated how they established their new vision, why they changed their name, how they differentiated themselves in retail mix perspective, and how good their performance were. Future challenges and suggestions are discussed at the end.

• Korea Trade Review
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• v.42 no.2
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• pp.77-96
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• 2017

This paper attempts to analyze the influences of Korean global retailer's service marketing mix on local customers' satisfaction and their loyalty behaviors. Based on a literature review, three hypotheses are putting forward. The data from 139 customers in Weihai, China were used to test these hypotheses. This paper used Structural Equation Modeling to identify the relationship among the service marketing mix, the customer satisfaction and the customer loyalty behaviors. According to the empirical analysis, this study showed satisfactory data-fit of the proposed model and supported two of the three hypotheses. The empirical results indicated that the service marketing mix factors except the promotion factor take significant effect on the local customer satisfaction, and this in turn have influence on the customer loyalty behaviors. The result shows that Korean global retailers will need to leverage service marketing mix strategically when entering China. Practical implications of these findings needs to be considered for the global retailer to establish an effective marketing strategy.

• Management & Information Systems Review
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• v.31 no.1
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• pp.65-88
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• 2012

The reason customer satisfaction has been considered importantly in previous researches is that customer satisfaction can lead repurchase and loyalty. For a department store which tries to differentiate from other retailing stores by providing prestige services with customers, customer satisfaction is an essential element for keeping customer loyalty. Previous researches had mentioned only marketing mix to explain the customer satisfaction of department store. However, this paper would like to examine that differential services of department store can have an effect on the customer satisfaction, as well as marketing mix. As results, place(location) variable and promotion variable of four marketing mix influenced on the customer satisfaction significantly. The rest of marketing mix, product and price, were not confirmed statistically. Most of all, as an additional variable, service can have an strong effect on the customer satisfaction positively. Therefore, department store need to consider not only marketing mix but also service variable when building marketing strategies.

• Journal of Distribution Science
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• v.9 no.1
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• pp.29-38
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• 2011

Since a distribution market was opened in 1993 after the conclusion of the Uruguay Round (UR), various new businesses emerged in the Korean retail industry, such as convenience shops, supermarkets, specialty stores, non-store marketing methods, and cyber shopping malls, in addition to traditional markets and department stores. Competition among these retail businesses has intensified. According to the National Statistical Office (NSO), the growth rate of the total retail industry has shown a 32% increase in the past 5 years. While department stores, supermarkets, specialty stores, and other non-store retailing venues have shown signs of stagnation at a growth rate of 20-30%, which is similar to the growth rate of the entire retail industry, convenience shops and non-store marketing have shown 60-70% growth over the same period. By comparison, the growth rate of cyber shopping malls has nearly tripled. When applying development aspects of retail businesses through the competition to the retail life cycle, mom-and-pop stores and traditional markets have already entered the decline phase as specialty stores reach their maturity phase and demonstrate their limit of growth. Department stores are now in the latter part of the growth phase, which is still considered to have some growth potential. Big super markets are still in the early part of their growth stage although they were introduced 20 years ago. Meanwhile, retail businesses such as convenience stores, supermarkets, mail order houses, and warehouse stores are entering the middle growth phase and are expected to continue with their quantitative growth. At a time when most retail businesses in Korea are in a state of development or in the full growth stage, what kind of new innovative retailing will appear and develop? Moreover, what growth engine will drive it? This study analyzes the appearance of innovative retailing and its development process by establishing a discussable consumer's choice model through the interlocking mutual behavior of differentiated competitiveness and consumers' choice based on an awareness of this issue. The analysis of the results of this study can be summarized as follows. First, if a new vacuum zone emerges at the retail market level, innovative retailing such as low price/low service or high price/high service will emerge simultaneously. Second, if the number of new businesses in the vacuum zone increases, this will create competitiveness among the businesses, and each retailer will develop raising of level. Third, if a new business that raises the level develops, competition between the new and the existing retailer will occur, and an assimilation process between the existing retailing and the new retailing will be unfolded. Fourth, each retailing will promote distribution innovations in order to break the frontier of the existing distribution technology, and other retailing will follow the innovator. On the basis of an analysis of the abovementioned results, this study presents the following three suggestions. First, responding to the consumer's decision-making process on the attributes of retail shops that promote differentiation in strategies, this study established a consumer's choice model that can be discussed in relation to changes in market share. Second, this study provided an analysis of the emerging and developmental processes of innovative retail businesses using a more precise logical structure on the basis of the consumer's choice model described in this study. Third, the development process of retail businesses discussed in this study presented retailing solutions regarding management aspects on how to compose a strong retail mix that can help retail businesses gain competitive advantages in the market.

• Journal of Distribution Research
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• v.16 no.2
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• pp.25-56
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• 2011

A shifting of marketing paradigms from transaction to relationship has shown in many studies. Although there are many researches about relationship marketing, few of them focuses on relationship marketing combined with retail mix. This study define and measure customer relationship, and find the antecedents and consequences of the customer relationship. For the research, data were collected from 540 persons who are currently customers of five branches of E-mart and Homeplus in Seoul, Korea. Data analysis was performed under the AMOS 6.0. The results are summarized as following; Firstly, the relationship among elements of retail marketing mix and the relationship quality appears significant except communication program. This finding means that communication effect decreases at some point when communication program is excessive. Secondly, the relationship of customer relationship and three factors (frequent shopping intention, up-buying intention and recommend intention) are significant. Thus, this result supports the reasoning why discount stores make an effort to improve customer relationship. Thirdly, the relationship between share of wallet and two factors (frequent shopping intention and recommend intention) appears insignificant. Fourthly, the relationship between share of wallet and up-buying intention is significant. This result implies that up-buying intention is an important factor for discount stores, because up-buying intention is directly linked to financial performance of discount stores. Finally, the direct path between customer relationship and share of wallet is significant relation. For this reason, customer relationship should be managed consistently by discount stores.

• Journal of Distribution Research
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• v.13 no.4
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• pp.1-19
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• 2008

This study investigated the international transfer of retail know-how via the prism of Learning Organizational Theory. As a case, 7-Eleven, a worldwide chain of convenience stores was examined. Its international transfer of retail know-how occurred when 7-Eleven, originally founded by Southland Corporation in Dallas, Texas, was introduced in Japan in 1973 in the form of 7-Eleven Japan. Our analysis shows that both strategic core learning and adaptive learning played a significant role during the international transfer of retail know-how. Our findings reveal the evidence of the following elements of strategic core learning such as the convenience store concept, the three principles of store management, the minimum profit guarantee system, and the margin-based royalty system. On the other hand, the retailing mix such as store type, store location, store size, and merchandising acted as the acting agents of adaptive learning. The hypothesis verification methods acted as the main methods for adaptive learning. Through the persistent adaptive learning, inimitable innovations could be brought forth. However, the elements of strategic core learning should provide the direction for the adaptive learning.

• Korean Business Review
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• v.13
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• pp.107-132
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• 2000

The entry of large discount stores such as E-mart, LG mart, Magnet etc. into small cities have had a profound impact on the business of small-sized retailers. Now, it becomes the matter of survival for small-sized retailers and it is almost impossible to reverse those trends. Without satisfying consumers' various needs and wants, retailers can not survive. Therefore, it is extremely important to understand retail competition from the perspective of consumers in order for retailers to survive in the turbulent environment. The previous research studies on retail competition have focused on the comparison among different types of retailers with respect to strategic retail mix variables. However, they do not consider the competitive aspects of consumers' sides. In addition, we do not fully understand the meaning of "shopping." Shopping means hedonic shopping as well as utilitarian shopping. Utilitarian aspects are important but consumers also prefer' hedonic aspects too. That is the reason that traditional retailers such as small-sized retailers can not compete with modem and large retailers. We use three different methods to identify the macro and competitive structure. of retailing with respect to shopping. Factor analysis, multidimensional scaling, and multiple correspondence analysis are used to produce perceptual mapping of retail competition. Department store and large discount store are identified as close competitors but both might have an indirect impact on small-sized retailers through demand shift toward high end retailers.

• Journal of Distribution Science
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• v.4 no.2
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• pp.5-20
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• 2006

Retail is called location business because it is one of the most important factors to estimate management of stores for retailers who are going to sell products directly to customers. Retailers' management achievements are shown in sale in general. Therefore, retailers tend to focus on ways to increase the numbers of customers in order to raise sales. First of all, in this research, I am going to examine the most fundamental models such as Reilly's retail gravitation, converse model, huff probability model and multiful losit model in selecting stores. Secondly, I am going to provide the process and analyzing ways to predict estimated sales amount with the previous theory model. Also I am going to predict estimated sales amount of the department store L which is located in D metorpolitan city. Lastly, I am going to argue about the problem of this research and the next research subject. Our main goal is to provide ways to complement and inspect sales estimation models, which can be used in fields after taking characters of high class structure of Korea into consideration on the base of previous researches. According to the result of the research, my conclusion is that if the process of analysis and changing factors are complemented, revise model, which can reflect reality of Korea, will be provided. Therefore, in the future study, we have to build up theory models to suit for our retail market through critic reviews about the existing high class structure of Korea.

• Journal of Distribution Research
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• v.8 no.2
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• pp.1-18
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• 2003

This study has tried an integrated approach toward consumer response difference between the online internet shopping mall and the off-line department store focusing on the moderating role of shopping value according to shopping situation. This study has analyzed consumer behavior differences between online and off-line channel formats in one framework and identified differences in consumer behaviors between the two channel formats. Managerial implications of this paper include measuring the effects of the integration of online and off-line channel and developing multichannel strategy. This paper suggests marketers to develop channel strategies based on customer segmentation criteria reflecting different consumer shopping value between online and off-line channel formats rather than developing strategies based only on the conventional marketing mix.

• Journal of Global Scholars of Marketing Science
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• v.14
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• pp.193-212
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• 2004

This study attempted to provide preliminary information for retailers to identify viable entertainment elements and to select and develop the optimal mix of entertainment elements for target consumer groups. The study examined consumer responses to various retail entertainment elements and analyzed differences in responses by consumer characteristics. The index of retail entertainment elements was developed with 49 items including entertainment facilities, dining facilities, retail, service facilities, store atmosphere, and marketing mix. The results from respondents' perceived excitement and visit intention for each entertainment element generally showed higher responses to basic marketing mix and store atmosphere elements rather than to entertainment and dining facilities. There were significant differences in responses by gender and age. The results imply that selection and application of retail entertainment elements need to consider target consumer characteristics.