• East Asian Journal of Business Economics (EAJBE)
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• v.4 no.2
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• pp.48-60
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• 2016

This study analyzes what effects does restaurant's well-being attribute selection have on word-of-mouth intention. Based on the result, this study aims to provide basic data for establishing Korean restaurant's service strategy and marketing strategy. The researchers surveyed 350 customers who visited a Korean restaurant located in Kangbook, Seoul. We encoded gathered data and analyzed them using SPSS 17.0 statistics package program. Following are the analyzed results. First, under hypothesis 1 - Korean restaurant's well-being attribute selection will have a positive influence on re-visitation intention - it is shown that sufficiency, healthiness, and steadiness have similar influence on re-visitation intention. Second, under hypothesis 2 - Korean restaurant's well-being attribute selection will have a positive influence on word-of-mouth intention - it is shown that sufficiency, healthiness, environment, and steadiness have similar influence on word -of-mouth intention. Third, under hypothesis 3 - Korean restaurant's re-visitation intention will have a positive influence on word -of-mouth intention - it is considered that eliciting customer's re-visitation intention also has influence on word-of-mouth intention. We will be necessary to consult how to derive customer's re-visitation intention or word-of-mouth intention by considering factors which customers of traditional Korean restaurant value.

• Asia-Pacific Journal of Business
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• v.9 no.3
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• pp.25-35
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• 2018

Research addressing international new ventures' social responsibility activities is scarce. Specifically, researchers have little account for the effects of an international new venture's social responsibility efforts on the outcomes of relationships with local customers in emerging economies. Against this background, we attempt to extend the boundaries of an understanding of the effects of international new ventures' social responsibility engagement on local customers' loyalty through customer trust and customer identification in emerging economies. Based mainly on the stakeholder theory and the relationship marketing theory, our study conceptualize two facets of international new ventures' social responsibility efforts: ethical and philanthropic corporate social responsibility engagement. In addition, we identify positive customer relationship-building mechanisms for each facet. Furthermore, our study presents an empirically testable propositions that would explain how international new ventures' social responsibility efforts influence the outcomes of relationships with local customers in emerging economies. Finally, this manuscript provides a discussion of the present study' implications for theory and practice and limitations that naturally lead to future research on international new ventures' social responsibility activities in developing economies.

• Asia Pacific Journal of Business Review
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• v.4 no.1
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• pp.35-44
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• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.

• East Asian Journal of Business Economics (EAJBE)
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• v.10 no.2
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• pp.115-125
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• 2022

Purpose - The quality of the hotel depends on the Oriental arts established. Customers tend to believe that high prices reflect the offered services. This research expounds on the effects of Oriental interior designs in the hospitality industry in enhancing hotel profitability, opportunities for development, and the growth of urban hotels. Research design, Data, and methodology - This study conducted the comprehensive literature analysis to obtain suitable contents about the effect of Oriental Art for Urban Hotel Business Plan. the literature analysis method systematically assesses the value of qualitative data. Resources are organized into groups using a coding frame. Result - The adoption of the Oriental arts in the interior designs in the hotel industry will lead to customer attraction, improved competitive advantage, customer loyalty, and the preservation of the societal values of culture. Therefore, the marketing practitioners should adopt oriental arts as an integral aspect of interior designs to enhance customer satisfaction Conclusion - Marketing practitioners also use the oriental arts to enhance customers' willingness to pay. This is because oriental arts serve as the cues that enable the consumers to feel that the hotel's products are of quality. When oriental arts are used in interior hotel designs, the customer's willingness to pay increases. Thus the firm's relationships with customers are boosted.

• Asia Marketing Journal
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• v.18 no.2
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• pp.1-23
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• 2016

People receive support from others to solve problems that are difficult to solve on their own. During service encounters, customers also receive help from other customers. Inter-customer helping is a type of Customer Citizenship Behavior (CCB), which has become more prevalent with increased use of self-service technologies (SSTs). However, not all helps are created equal. The current research investigates the effects of the two types of help, autonomy- and dependency-oriented help during service encounters. Autonomy-oriented help refers to a partial hint to the problem, whereas dependency-oriented help refers to the full solution to the problem. Through experimental studies, we provide evidence that depending on the types of help received during service encounters, customers show different levels of satisfaction toward the firm. The results from Studies 1A and 1B show that autonomy- (vs. dependency-) oriented help leads to higher customer satisfaction. In addition, the current research demonstrates the mechanism for such effect. The results from Study 2 show that the relationship between the types of help and customer satisfaction is mediated by instrumentality and anxiety, which represent cognitive and affective paths respectively.

• East Asian Journal of Business Economics (EAJBE)
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• v.11 no.2
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• pp.29-38
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• 2023

Purpose - The current study aims to learn how fashion consumers now feel about environmental issues. The significance of "green fashion product creation" in resolving environmental issues is explored. It also examines how customers' environmental consciousness has evolved due to the introduction of green fashion products. Research design, data, and methodology - The study methods, procedures, and results of the 16 publications included in this literature review were critically examined. The data sources, analyses, and key findings presented in each publication were compared and contrasted. To better understand how to raise environmental consciousness among customers. Result - The investigation indicates a total of four results why eco-friendly product should be developed to attract potential green consumers. Four solutions are as follows; (1) Encourages Sustainable Consumption Behavior, (2) Increases Consumer Environmental Awareness, (3) Improves Corporate Social Responsibility, and (4) Enhances Competitive Advantage. Conclusion - Promoting sustainability in the fashion sector requires full visibility throughout the supply chain. Companies in the fashion industry would serve their customers better if they were more forthcoming about the resources, methods, and circumstances that went into making their wares. Consumers may accomplish this by including instructions on the packaging or posting them on the business's website.

• Asia pacific journal of information systems
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• v.33 no.2
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• pp.342-366
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• 2023

This study attempts to extend the customer value - customer satisfaction - customer loyalty framework by introducing key constructs of scarcity messages as a major environmental stimulus and the urge to buy impulsively as its response in the context of group-buying social commerce, across countries including Korea and China. More specifically, this study proposes that scarcity messages influence customers' value perception (i.e., utilitarian value and hedonic value) and thereby influencing customer satisfaction and further customer loyalty. Moreover, the study suggests that scarcity messages and utilitarian and hedonic values arouse the urge to buy impulsively. In the Korean sample, the results show that scarcity messages increase both utilitarian and hedonic values as well as the urge to buy impulsively, which in turn leads to customers' satisfaction and further loyalty. Besides, customer satisfaction is determined by utilitarian value, not hedonic value. In the Chinese sample, utilitarian value-related relationships are insignificant. More specifically, scarcity messages only influence hedonic value which increases the urge to buy impulsively. Besides, customer satisfaction is determined by both utilitarian and hedonic values, but not by the urge to buy impulsively.

• Asia pacific journal of information systems
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• v.22 no.4
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• pp.51-73
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• 2012

Social network services based on openness, connectedness, and mass participation are reshaping many aspects of how companies conduct business and create value for their customers. For instance, Facebook and Twitter are expected to play a pivotal role as a new communication channel through which companies-forge close relationships with their customers for co-creation of value for mutual benefits. Given the potential of social network services, it is not surprising that many companies have strategically invested in social network services to reach out to customers. Despite the growing interest in social network services as a platform to connect companies and their customers, few guidelines exist about how managers can effectively utilize social network services in forging relationships with their customers. As such, scholars should pay greater attention to how firms can successfully develop relationships with their customers on social network services. In particular, this study employs the S-O-R (stimulus-organism-response) framework as a theoretical lens to develop a research model that explains customers' participation in the value co-creation platform that companies opened on Twitter. According to the S-O-R framework, certain types of individuals' behaviors can be best understood based on a causal link from environmental stimulus to organism, and response. We apply the S-O-R framework to understand how ubiquitous connectivity (stimuli) can influence customers' experience (organism) with companies on Twitter, which in turn influence their participation behavior (response). Two steps have been undertaken to empirically test the research model. First, we conducted a content analysis of tweets written by customers who follow companies on Twitter. As a result, we found event/promotion participation, company support, and giving feedback as three specific types of customer participation behavior. Second, we conducted a web-based survey to test research hypotheses in the research model. Participations in the survey were solicited to customers who followed companies on Twitter. As a result, a total of 115 respondents have completed the survey. Data were analyzed using the partial least square (PLS) technique. The results of data analysis suggest that ubiquitous connectivity (stimuli) had strong positive effects on perceive usefulness, perceived enjoyment, and perceived intimacy (organism). Perceived intimacy showed positive effects on customer participation behavior (response), such as event participation, company support, and giving feedback. Perceived enjoyment was found to have strong positive effects on company support and giving feedback. On the other hand, perceived usefulness did not have significant impacts on the three types of customer participation behavior.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.6
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• pp.153-161
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• 2014

This study is to contribute to the policy decision of cosmetic industry through analyzing marketing mix factors which affects customers' buying intention. For this study, marketing mix factors that impact on cosmetic customers purchasing intention were collected and chi-square independence analysis of SPSS and qualitative analysis technology of Kano & Timko were used. Analysis reached one conclusion, which factors were maximizing customers satisfaction, shows the price discount policy and recommendation from family and colleague. Product's effectiveness, usefulness and skin compatibility were rated as an one-dimensional quality as those factors were linearly affected when customers needs were satisfied. However product's containers, package design, colors, brand reputation, low and middle price, distribution channel and advertising medias were investigated as an indifferent quality and they were rated as low satisfaction/dissatisfaction coefficient of Timko. Therefore they do not need to invest to those factors too much budget for attaining customers' buying intention.

• East Asian Economic Review
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• v.23 no.3
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• pp.285-309
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• 2019

Unlike the popular belief, digital transformation mainly gets stymied by legal and regulatory issues related with legacy institutions in Asia rather than technical difficulties. The real challenges triggered by the PSD2 (Payment Services Directive 2) are how the region would overcome the overly fragmented, centralized, and hierarchical legacy framework to allow necessary changes to respond to the digital single market initiatives as promulgated by the European counterpart. The PSD2 is expected to bring about substantial changes in the payment ecosystem by allowing payment service providers to access customers' accounts and transactions information via API that have been traditionally controlled by banks. This paper suggests an incentive-compatible mechanism design for open collaboration among legacy institutions in the region to help them adapt to the PSD2. As evidenced by case studies in Korea, the Asian equivalent of PSD2 can be implemented and further expanded to create region-wide PCS (payment-clearing-settlement) network by reconnecting the dots of legacy infrastructures. These decentralized, diverse, small payment networks can be further combined with the expanded RTGS-CDS platform to evolve into the next phase of Asian Financial Network.