• Title/Summary/Keyword: Antecedents of trust and commitment

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An Integrative Study on Continued Use of Web-Based Information Systems: Focusing on Online Shopping Sites (웹 기반 정보시스템의 지속적 사용에 관한 통합적 연구 : 인터넷 쇼핑 사이트를 중심으로)

  • Lee, Sun-Ro;Yang, Seok-Won
    • Journal of Information Technology Applications and Management
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    • v.16 no.1
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    • pp.51-75
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    • 2009
  • This paper develops an integrative model for IT continuance in the internet shopping environments by integrating the expectation-confirmation and the switching cost factors. Using this model, in addition, this study investigates their differential effects on the mediating variables, such as user satisfaction, commitment, and trust which have been identified as antecedents of users' IT continuance intention. Results show that the product and service-related expectation confirmation factors and the relational switching cost factor can have greater impacts on users continuance intention than the web site design factors, and the financial and procedural switching cost factors. In particular, it is interesting to note that relational switching cost can lead users to more commitment, which is revealed as the strongest antecedent of their continuance intention to use a certain shopping site.

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A Study on Salesperson Brand Relationships, Customer Orientation, and Customer Store Loyalty (판매원 브랜드 관계, 고객 지향성 및 고객 점포 충성도에 관한 연구)

  • Choi, Soonhwa
    • Journal of Distribution Science
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    • v.16 no.11
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    • pp.57-64
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    • 2018
  • Purpose - As the importance of salesperson attitudes and behaviors enhancing customer perception and loyalty have increased, many retail companies put emphasis on internal marketing activities. The issue also has captured the interest of academics, but most of the previous research tends to be limited to investigating antecedents of salesperson job satisfaction and commitment. Based on the consumer-brand relationship concepts, this study aims to examine the effects of the salesperson-brand relationships on customers' service evaluation and store loyalty. Research design, data, and methodology - In a structural equation model, it is hypothesized that salesperson brand identification influences salespersons' brand trust and affect, which are the two dimensions of consumer-brand relationships. Salespersons' brand trust and affect are expected to increase salespersons' customer orientation, which in turn influences customers' service evaluations and store loyalty. To test this hypotheses a set of data collected from department stores in Seoul is utilized. Results - First, it was found that salesperson brand identification is a significant antecedent to salespersons' brand trust and affects, the two dimensions of salesperson brand relationships. Second, salespersons' brand trust and affect were found to enhance salespersons' customer-oriented behaviors. Third, salespersons' customer orientation showed a significant effect on customers' service evaluation. When a salesperson makes more effort to provide useful information for fulfilling customer needs, customers evaluate the salesperson's service more positively. Finally, customers' service evaluation had a positive impact on customers' store loyalty. Conclusions - This study provides significant academic and practical implications. First, based on the theory of consumer-brand relationships, the concept of salesperson-brand relationships was introduced and found to be an effective motivator of salespersons' customer oriented attitudes and behaviors. Therefore, the two dimensions of brand relationships, brand trust and affect, should be considered as the critical factors both in developing theoretical research and improving long-term company performance. Also, internal marketing activities should focus on maximizing employees' brand identification. That is, retail companies need to put emphasis on sharing their brand values and personality with internal customers to strengthen the brand relationships with salespersons and to enhance customer responses.

A Study on Influence of Antecedents and Activities within SCM on Balanced Scorecard Performance (SCM의 선행요인과 활동이 균형성과에 미치는 영향에 관한 연구)

  • Kim, Jong-Ryeol;Yang, Hae-Sool
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.8 no.5
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    • pp.1227-1242
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    • 2007
  • This study aims at grasping the influence of antecedents within SCM to information sharing and cooperation as well as the influence of information sharing on cooperation among the small & medium-sized manufacturing industries, thus ultimately opening the way to the study on the influence of major activities such as information sharing and cooperation within SCM on the business performance by classifying such influence into low perspectives of BSC. The results of this study revealed that the antecedents such as commitment and cultural similarities exercised a significant influence on information sharing while mutual trust and the size of a corporate weighing with cooperative activities. It also identified the fact that information sharing bore a significant influence on cooperation in terms of relationships among activities. For the relationships between the SCM activities and performance, cooperation proved significant to all four balanced scorecard performances with little significant influence of information sharing on balanced scorecard performance. However, taking into consideration of the significance of information sharing on cooperation as well as the significant influence of cooperation on balanced scorecard performance, it fumed out that information sharing also effected a indirect influence on such four types of balanced scorecard performance. In this regard, based on the results of this study, it was identified that information sharing and cooperation, major activities within SCM, had either direct or indirect influence, through the influence of antecedents, on the business balanced scoreboard performance measured from a customer perspective, a business process perspective, an innovation and teaming perspective and a financial perspective.

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Antecedents of Buyer-Supplier Relationships and Relational Performance in the Industrial Markets (산업재 시장에서 구매자-공급자 관계의 선행변수와 거래성과에 관한 연구)

  • 한상린
    • Journal of Distribution Research
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    • v.8 no.1
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    • pp.1-19
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    • 2003
  • Given the recent trend in business markets to seek and conscientiously develop long-term relationships, it has become increasingly important to understand why such long-term relationships are developed and how they are maintained. Despite their obvious importance, the antecedent conditions and processes of long-term relationships between industrial buyers and suppliers have not been systematically studied. In this research, I report a study of the antecedents of industrial buyer-seller relationships and the relational performance. What kinds of factors contribute to the development of long-term relationships\ulcorner How do these factors influence the corporate performance in the business markets\ulcorner The primary motivation of this study was drawn from an interest in answering these research questions. Managerial implications of the study results are also discussed.

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An Analysis of the Concept mEmpowermentm (권력부여(Empowerment)에 대한 개념분석)

  • 구옥희
    • Journal of Korean Academy of Nursing
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    • v.28 no.1
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    • pp.37-46
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    • 1998
  • Recently the concept of 'empowerment' not only attracts attention in the area of management but also is considered as an useful concept in the areas of nursing theory. practice, education, and research. The purpose of this paper is to clarify the meaning of the concept 'empowerment'. More concretely, it is to find the concept that can be applied appropriately to the area of nursing management. This study uses Walter & Avant's(1983) process of concept analysis. The attributes of empowerment based on the concept can be defined concisely as follows : 1. a dynamic and interaction process 2. a partnership which values self and others : power shaving 3. mutual decision-making using resources, opportunities, and authority 4. accept autonomy and responsibility Antecedents of empowerment consist of 1) mutual trust and respect, 2) education and support, 3) participation and commitment. In regard to the consequences of empowerment, it is expected to 1) positive self-esteem, 2) ability to set and reach goals, 3) the promotion of organization's effectiveness and productivity, 4) provide effective and high quality health-care, 5) a sense of hope for the future. The concept of empowerment is certainly believed that it will help future nurses since they needs an integrated technique that can treat acute and chronic patients' nursing, individuals, families, and communities. Therefore. it is necessary to develop the instrument including the defining attributes identified in this study. Also, it is need follow up study of this concept.

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Factors Affecting Cross-Buying Intentions in the Banking Industry (은행서비스 산업에서 교차구매 의도의 영향요인에 관한 연구)

  • Kim, Jihea;Kim, Sanghyeon
    • Asia Marketing Journal
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    • v.11 no.3
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    • pp.57-89
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    • 2009
  • This study aims to shed light on the new insights on the cross-buying intentions in the banking industry and suggests an integrated model of the cross-buying intentions. Recently with globalization in the financial sector, financial companies are trying to retain current customers and attract new one by developing various financial products. In South Korea, this trend is especially apparent in the banking sector. Cross-selling of various financial products such as beneficiary certificates, bankasurance and etc. is becoming more important in retaining competitive advantage in Korean banking industry. However, there are few studies which are trying to find out the factors affecting cross-buying intentions and explain their interrelationships comprehensively. Based upon the previous studies, this study finds out the factors affecting cross-buying intentions and classifies them into two dimensions: affective and instrumental. Affective dimension includes trust, satisfaction and commitment. Instrumental dimension includes the factors such as geological convenience, one-stop convenience, professionality, and direct mail. The results from this study are as follow. All the factors in the affective dimension(trust, satisfaction and commitment) have significant impacts on cross-buying intentions. Also all the factors in the instrumental dimension(geological convenience, one-stop convenience, professionality, and DM) significantly affect cross-buying intentions. Some implications of this dissertation are as follow; First, this study identifies the antecedents of cross-buying intentions comprehensively. Second, this paper provides practical guidelines for the banks attempting to intensify cross-selling activities. Third, banks need to develop sophisticated plans which can consolidate the emotional ties with customers through positive service experiences as the affective dimension is important in influencing cross-buying intentions. Finally, regarding the instrumental dimesnion, the implications are: 1) Developing various new financial products in addition to traditional product such as deposits and installment savings for improving customer convenience, 2) Enhancing the professionality of employees by strengthening education programs on numbers of financial products, 3) Increasing cross-buying intentions through the DM.

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Exploring Factors Affecting Relationship Quality and Strength in Local Exporters (로칼수출업체에 대한 특성인식이 관계품질과 강도에 미치는 영향 - 제공특성, 대인적특성, 관계특성을 중심으로 -)

  • Yoon, Mahn Hee
    • Asia Marketing Journal
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    • v.9 no.3
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    • pp.33-73
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    • 2007
  • This paper explores major factors that drive relationship quality and strength in business-to-business transactions. Three major factors, including offering characteristics, managers' interpersonal factors (similarity, expertise), and relational factors (relationship length, cooperation, and dependence), were proposed to affect relationship quality, and indirectly affect relationship strength. In addition, both economic/instrumental dimension (offering characteristics) and affective, relational dimensions (trust and commitment) are also expected to influence relationship strength. In the empirical study which used the textile-dyeing company managers' ratings of local exporters, structural equation modeling presented a well-fit evidence that relationship quality variables and strength are influenced by their proposed antecedents. Specifically, it was found that all characteristics (except relationship length) have direct effect on their relationship quality with local exporters, and indirectly impact on relationship strength which was measured along dimensions of intention to continue the business relationship in the future and the current share of business given to a local exporter. Together with the minor influence that instrumental dimension (offering characteristics) has on relationship strength, this study suggests that the willingness to remain in business relationship or current proportion of business shared is influenced more by affective assessment like relationship quality than by calculative motivation.

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Dual Path Model in Store Loyalty of Discount Store (대형마트 충성도의 이중경로모형)

  • Ji, Seong-Goo;Lee, Ihn-Goo
    • Journal of Distribution Research
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    • v.15 no.1
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    • pp.1-24
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    • 2010
  • I. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge 'store loyalty' to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in 'dual path model for service loyalty'. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is 'store personality-identification-loyalty' path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. II. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty. Hypothesis 4: Store identification has an positive effect on store loyalty. III. Results and Implications We examined consumers who patronize discount stores for samples of this study. With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path, service quality(SQ) is positively related to customer satisfaction(CS), customer satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows; There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities. Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful. Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path. Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.

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