• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.269-290
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• 2001

Customer relationship management is getting more and more important due to the recent development in Internet. Internet allows businesses to collect customers' information, to contact on individual base, and to communicate bilaterally. Much increased interest has many researchers make effort to verify effectiveness and efficiency of relationship marketing. Despite the importance of characteristics of relationship, there has been no systematic study of the uncoupling of internet shopping mall-customer. The purpose of this study is to develop a model that depicts the key variables of relationship in shopping mall-customer situation. The findings of Qualitative research indicate that on-line shopping mall customers do form a long-term orientation toward shopping malls as they do in off-line.

• Journal of the Korea Society of Computer and Information
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• v.13 no.2
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• pp.251-258
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• 2008

The purpose of this study is to examine the structural relationship among logistics service quality, relationship-orientation for on-line shopping malls, customer satisfaction and repurchase intention in on-line shopping malls. Based on extensive review of relevant literature, nine components of logistics service quality and six components of relationship orientation are introduced in this study. And a conceptual model is developed and four research hypotheses are empirically examined using structural equation modeling. The findings indicate that logistics service quality is positively and significantly associated with customer satisfaction, and relationship- orientation is the antecedent variable of repurchase intention in the on-line shopping mall. In conclusion, it is revealed that logistics service quality and relationship-orientation play a major role in the success of on-line shopping mall.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.8
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• pp.1086-1097
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• 1999

본 연구는 청바지 제품 소비자가 쇼핑시 제품이 품절된 상황에 접했을 때 보여주는 상표 전환행동에 관한 것이다. 의류 매장 관리자의 적시 적량의 제품 입고 관리 능력이 부족할 때 발생하게 될 손실을 유추해 보고 어떤 유형의 소비자가 상표 전환을 쉽게 일으키느니를 규명하는 것은 더욱 효과적인 매장 운영 소비자 만족과 고객 관리를 위해 의미있는 일일 것이다. 본 연구는 다음과 같은 목적을 가진다. 1) 제품 품절시 소비자들은 어떤 상표전환 행동을 보이는지 밝힌다. 2) 제품 품절시 대체 상표제품을 구매할 경우 대체 상표 제품의 가격의 영향력이 상표전환 행동과 어떤 관련을 보이는지 밝힌다. 3) 소비자의 쇼핑지향성, 상표충성, 애고 행동, 인구통제적 특성(성별)이 상표전환 행동에 미치는 영향력을 밝힌다. 이러한 목적을 위해 본 연구는 1997년 3월 버지니아주 블랙스버그에 소재한 버지니아 주립대학교 110명의 학생들을 대상으로 설문조사를 이용한 양적연구를 실시하였다 남녀학생 모두가 소비자로서의 역할을 담당할 수 있는 청바지를 선택하여 상표전환 행동에 대한 설문에 답하게 한후 t-test 와 카이 분석을 실시하였다 그결과 20%의 응답자가 품절기 상표전환 행동을 보이는 것을 나타났다 쇼핑시간과 편의성을 덜 중요하게 여기거나 강한 상표 충성을 보이고 의류전문매장이나 백화점을 주로 이용하는 여성 소비자들의 경우 상표전환을 쉽게하지 않는 것으로 나타났다 연구결과를 바탕으로 의류제조업자 및 소매업자의 제품입고에 과한 제언을 하였다.

• 한국패션뷰티학회:학술대회논문집
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• 2004.11a
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• pp.37-38
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• 2004

• Proceedings of the Korea Society of Costume Conference
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• 2005.10a
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• pp.102-103
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• 2005

• Journal of the Korean Society of Costume
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• v.56 no.5 s.104
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• pp.150-162
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• 2006

The purposes of this study were to identity the effects of shopping orientation and fashion propensity on imported cosmetics repurchase intention of single women. Self-administered questionnaire was used for data collection from 310 single women aged 25-34. The results were as follows: 1. The factors of shopping orientation of single women were pleasure, ostentation, economy, individuality, convenience of location, and convenience of service. And the factors of fashion propensity were fashion interest and fashion leadership. 2. Single women with higher pleasure pursuit were younger, spent pocket money and purchased imported cosmetics more. Ostentation pursuiters had higher incomes, but economy pursuiters were younger, spent pocket money and purchased imported cosmetics less. Individuality pursuiters were older, and spent more pocket money and posessed imported cosmetics more. Convenience of location pursuiters posessed more imported cosmetics, but convenience of service pursuiters were highly educated. Single women with higher fashion interest were younger, higher income and education level, and posessed imported cosmetics more. And single women with higher fashion leadership were highly educated and purchased imported cosmetics more. 3. Imported cosmetics repurchase intention were effected by pocket money, purchasing power and amount of imported cosmetics, pleasure pursuit, fashion interest positively, but economy pursuit negatively.

• The Journal of the Korea Contents Association
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• v.19 no.4
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• pp.621-637
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• 2019

This study verifies the impact of emotional labor of online shopping mall call center counselor on customer orientation and the medium effect of job burnout. The study targets call center counselors from four companies that operate online shopping malls, and 271 copies are used for final data analysis. The results are as follows. First, deep action, a subfactor of emotional labor, has shown to have a significant positive effect on customer orientation. Second, the deep action of emotional labor has shown to have a negative effect on depersonalization and reduced personal accomplishment, while the surface action has a positive effect on job exhaustion and depersonalization. Third, deep action of emotional labor is found to increase customer orientation through depersonalization and reduced personal achievement, which are sub-factors of job burnout, while surface action of emotional labor is mediated by depersonalization, lowering customer orientation. The results of this study confirm that it is necessary to increase deep action and reduce job burn-out in order to improve customer orientation. Also, it is meaningful that the study verifies the role and the mediating effect of job burn-out.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.10 no.10
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• pp.2893-2899
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• 2009

The study classified speech styles of shopping hosts and tried to examine how the classified speech styles have an effect on the evaluation of shopping hosts and the purchase intentions. In the evaluation of speech styles of shopping hosts, except customer-oriented confutative style, credibility, descriptive relevance, other speech styles are analyzed to have an impact on the styles. When we investigate the influential relations between speech styles proved by a theory and the evaluation of shopping hosts, the demonstrative style comes first, the expressive style is next and the descriptive follows in terms of influential power. In terms of the purchasing intention, speech styles of shopping hosts have an effect on the demonstrative and expressive types rather than the elucidative and descriptive ones. Namely, the analysis shows that the speech style which is logically persuasive and expresses the contents in detail is preferred to the descriptive and leading speech style.

• Journal of the Korean Home Economics Association
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• v.41 no.4
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• pp.45-56
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• 2003

The purpose of this study was to segment consumers based on sales promotion orientation and examine the differences between the consumer segments on shopping behaviors and promotion usage behaviors. A total of 462 responses collected from a questionnaire survey to subjects aged over 20s were analyzed. Cluster analysis on sales promotion orientation identified four groups including rational group(21%), active group(28％), insensitive group(22.1%), and interest group(28.9%) of sales promotion. ANOVA revealed significant differences among the four groups on shopping behaviors(information seeking, store visit, and clothing purchase) and promotion usage behaviors(the usage level of sales promotion, impulse buying, brand switching, and store switching). The active and interest groups were more actively seeking information than the other two groups were. The active group was most affected by sales promotion showing the highest impulse buying and brand and store switching behaviors, and the interest group was most active on store visit and clothing purchase. The insensitive group was the least engaged in all the behaviors.

• The KIPS Transactions:PartD
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• v.9D no.4
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• pp.733-744
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• 2002

This paper propose a communication-based model of relationship marketing and study relationship development between e-business marketing and traditional marketing theory and then show the application of improved relationship marketing model in the e-business. Although e-business already has been an important area, there were so few studies on customer relationship management in e-business. Using the two aspects of communication process and effectiveness at which two precedent effect factors on the trust of customer relationship development and relationship commitment, this paper develop a communication-based model of internet marketing in th e-business.