• Journal of Distribution Science
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• v.18 no.2
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• pp.39-48
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• 2020

Purpose: This study examines components that dictate service quality of Online Travel Agencies. Research design, data and methodology: This study performed a survey that targeted people who have purchased travel products using Online Travel Agencies in the past year at Incheon International Airport. Out of 280 questionnaires, this study selected 249(88.9%) questionnaires for analysis. In analysis, this study used statistical package called 'SPSS 22'. Results: Based on the results, this study identified that company reputation and transactional stability influenced consumers' intent to share anecdotal and practical information. Conclusions: This study discovered several major findings. First, 'convenience' and 'price', two major factors in service quality, imposed positive effects on word-of-mouth intention of consumers. In particular, 'convenience' had the most significant impact. Next, this study verified the moderating effects of 'transaction safety' and 'reputation' on the effect relationships between 'convenience' and 'price', and consumer word-of-mouth intention. The results conclude that, in fact, some statistically significant differences among the effect degrees of the two independent variables on the dependent variable according to the safety level of transaction on Online Travel Agencies website do exist. In short, 'transaction safety' variable does have moderating effects on the above relationships.

• Asia pacific journal of information systems
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• v.13 no.3
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• pp.85-106
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• 2003

Recently, firms which have offered a "free Internet service" to their customers, are considering a "charged Internet service" for increasing a company's profit. But they have doubts about the results, because consumers may fly away from their web-site easily and may discontinue using their services. The purpose of this study is to investigate which factors make consumers use the charged Internet services. To do this, the factors, which are ease of using the service, usefulness of the service, the reputation of the service provider, service cost, and the intention to use the service as a mediator, are analyzed. To achieve this research objective, a structural equation model was constructed and a field study method was used. The findings are summarized as follows: First, ease of using the service, usefulness of the service, and service cost have significant impacts on the charged Internet service usage through the intention to use. Especially, although service cost influences on the service usage largely, the usefulness of the service has a bigger impact on the charged Internet service usage than service cost. Second, the reputation of the service provider does not have any impact on the service usage. Third, consumers using only the free Internet service tend to hesitate about using the "charged Internet service" because they doubt its ease of use and usefulness in spite of the service cost.

• International Commerce and Information Review
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• v.12 no.2
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• pp.291-322
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• 2010

Many companies make active use of loyalty programs to improve their customers' loyalty to the company. Loyalty programs are widely used in various industries and sectors, including oil, telecommunications, credit card, department stores, and internet shopping malls; their performance seems to be successful in building a positive relationship with customers. This study emphasizes the role of affiliate programs in creating loyalty, thereby helping companies to maintain their competitive advantage. To objectives of this study are to investigate which antecedent variables(affiliate program benefit, service company characteristic , consumer characteristic) have significant effects on consumer perceived affiliate program satisfaction and to examine whether these factors have differences between Korean and Japanese consumers. The useful results will provide marketing strategy for marketers of service companies. The results also show that affiliate program is very important in order to maintain relationship with customers in service companies.

• Journal of Korea Technology Innovation Society
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• v.8 no.spc1
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• pp.360-390
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• 2005

The paradigm of the corporate innovations has been changed from the intra-company innovations to the inter-company innovations. A prevalent approach to the inter-company innovations is the supply chain management. Three key words of the core concept of supply chain management are the long-term relationship, resource integration, and value creation. Specifically, it means that the supply chain management aims to make value creation through the resource integration for the supply chain entities, based on the long-term relationship between buyers and sellers. To make more effective long-term relationship among the supply chain entities, it is very important for the supply chain entities to analyze followings: i) What variables can influence the long-term relationship, ii) How these variables can influence to the long-term relationship. However, previous researches mostly deals the long-term relationship in the marketing area in fragment, and thus few research efforts have been done for the development of conceptual model using supply chain management theories. In contrast to previous studies, our research tried to develop and examine the integrative research model by introducing both the marketing theories and the supply chain management theories, and thus related hypotheses are derived. A multiple regression analysis was performed to examine the influence of the antecedents of the long-term relationship, for the 87 retailers of grocery supply chains. The empirical results confirm that cultural similarity, reputation, interdependency, and trust positively influence long-term relationship (i.e., partnership orientation and partnership symmetry). And results also confirm that the supply implementation factors such as organization integration, information system integration, and process integration playa moderating role between antecedents and long-term relationship. These findings suggest that companies should perceive the importance of managing the process, organization, information system integration in the long-term relationship implementation process as well as the factors such as cultural similarity, reputation, interdependency, and trust in the long-term relationship establishment process.

• Journal of Digital Convergence
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• v.14 no.3
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• pp.127-134
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• 2016

Regarding CSR activities of companies in the convergence era, this study tried to find out how CSR activities, image, and reputation would affect the purchase. A total of 200 questionnaires targeting citizens residing in Daegu, Gyeongsang Province were used and it found an alternative on how to establish marketing strategy through CSR activities in the convergence era. First, CSR activities have a positive effect on the purchase intention. Second, corporate image will mediate the degree of corporate CSR activities and purchases. Third, corporate reputation will mediate the degree of corporate CSR activities and purchases. CSR activities have become essential, not an option, and the company that fulfills its social responsibility appears to be loved as seen in the market performance.

• Journal of Digital Convergence
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• v.13 no.2
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• pp.73-81
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• 2015

SNS is in the process of fast evolution as well. This study is about influence of authenticity and interactivity among Facebook Fan Page users. Authenticity is something people form in the process of expressing and sharing information thru SNS Facebook Fan Page. Interactivity is a level of participation of users in the process of expressing and sharing information thru SNS Facebook Fan Page. The focus of this paper is to see the power of authenticity and interactivity of SNS Facebook Fan Page users in a time of crisis. Authenticity is proven as a valuable asset for corporations for it showed a sturdy characteristic even when something terrible happened. When a crisis attacked, high authenticity user group was not willing to change their evaluation on a company reputation and image as much as low authenticity user group. Interestingly enough, the meaning interactivity level was strikingly different from what we expected. The more their level of interactivity, was the more they were likely to change their evaluation on a company in a time of crisis. A serious discussion is necessary for this contraty results.

• Journal of Global Scholars of Marketing Science
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• v.18 no.1
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• pp.1-31
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• 2008

Trust is central to human relationships, at all times and places. The importance of trust is fundamental in all areas of human life, not only in the area of business administration. 2,500 years ago in China, Confucius taught that the foundation of politics was the trust of the people, more important even than military strength or the supply of food. Shakespeare's play, "Much Ado about Nothing' is about trust and deception. These days, trust and transparency in a commercial organization's business culture form the basis of the 'social capital' by which that organization increases its productivity. A successful company raises productivity by the accumulation of social capital, derived from a trust relationship between business partners, and between the company and consumers. Trust is the crucial factor. At the national level, building trust determines a nation's competitiveness. For a company, long term trust relationships with customers are essential for its survival in a business environment of rapid change. Such relationships, based on trust, are important assets to ensure a company's competitive advantage, and need to be organic to that company's business culture. Because of this importance, trust relationships have been studied in diverse areas within business administration, and especially within marketing, where they form the basis of a successful relationship between producer and consumer. However, what has been lacking is a unified definition of trust. Research has been conducted on the basis of various definitions and models. The majority of researchers have not considered the multidimensional character of the concept of trust until now. Approaches based on a one dimensional model have undermined the value of research results. Furthermore, researchers have only considered trust and trustworthiness as a single component. The majority of research has explored the consequences of perceived trust for outcomes such as loyalty or cooperation, but has neglected the effects of trustworthiness upon the mechanisms of consumer trust. This study focuses on the dimension of trust from such a perspective. It seeks to verify the effect of trust on customer intentions by breaking it down into three separate components: 1) the salesperson, 2) the product/service, and 3) the company. The purposes of this paper are as follows: Firstly, we review the multidimensional nature of trust objects: the salesperson, the product/service, and the company. Secondly, we analyze the relationship between multidimensional trust and trustworthiness. Thirdly, we analyze the connection between trust and repeat purchase intentions for the maintenance of long term relationships. For these purposes the author has developed several hypotheses as follows: H1-1: The competence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H1-2: The benevolence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H2-1: The competence of product/service is positively associated with the trust given by the consumer to the product/service. H2-2: The benevolence of product/service is positively associated with the trust given by the consumer to the product/service. H3-1: The reputation of a company is positively associated with the trust given by the consumer to the company. H3-2: The physical environment of a company is positively associated with the trust given by the consumer to the company. H4-1: Trust in a salesperson is positively associated with repeat purchase intentions. H4-2: Trust in a product/service is positively associated with repeat purchase intentions. H4-3: Trust in a company is positively associated with repeat purchase intentions. The data was compiled from 366 questionnaires. 500 questionnaires were collected, but some of the data was considered unsuitable and inappropriate. The subjects of the survey were male and female customers purchasing products at department stores in Seoul, Daegu and Gyeongbuk. It was carried out between Oct. 25 and 29, 2007. The data was analyzed by frequency analysis using SPSS 12.0 and structural equation modeling using LISREL 8.7. The result of the overall model analysis is as follows: Chi-Square=445.497, d.f.=185, p-value=0.0, GFI=.901, RMSEA=.0617, NNFI=.986, NFI=.981, CFI=.989, AGFI=.864, RMR=.0872. The results of the overall model analysis were coherent. It was found that trust is a multi-dimensional construct, that each of the dimensions of trust are meaningful influences on customer's repurchase intention. Trust in a company may be the most relevant, while trust in a product/service and a salesperson may be less relevant to repurchase intentions. The effective factors in determining trust in a salesperson and a company's product/service were found to be competence and benevolence. Factors in determining trust in a company were its reputation and physical environment, and the relationship of each effective trust factor has been verified in this research. As a result, it was found that competence and benevolence have a meaningful influence on trust in a salesperson and in product/service. It was also found that a company's reputation influences the overall trust in the company significantly but a company's physical environment does not have much effect.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.13 no.6
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• pp.1-14
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• 2018

As interest and consumption of luxury goods have become more popular, luxury goods market is growing rapidly. Consumers can acquire psychological satisfaction with material abundance by purchasing and using luxury goods. Also, from the view of corporations, luxury goods have price inelastic characteristics, so they can enjoy price premium and it is good to produce good performance. That is the reason why they should pay much attention to securing luxuriousness. This study examined the establishment of brands luxuriousness in Korean SMEs. First, it examined the world market of luxury goods industry and the present condition of Korean market. Then it identified the constituents of luxuriousness by examining the prior studies and related literatures, and designed a research model based on the theoretical grounds to suggest the methods of brand luxuriousness building of Korean SMEs. Luxuriousness can be defined as the attribute of product that distinguishes luxury goods from other products by consumers' perceptions, and the factor that provides situational benefits that motivate consumers' purchasing behavior. In this study, I identified the sub-dimensions of luxuriousness according to whether there are product related attributes and consumers' benefit in consideration of the problems of existing studies. Product related luxuriousness are classified into superiority(functional benefit) and scarcity(experiential benefit), while non-product related luxuriousness are classified into differentiation(symbolic benefit) and traditionality(exclusive benefit). The following are the ways to build brand luxuriousness. First, company can use product factors. High quality, excellent design, high recognized brand with strong, favorable and unique images can enhance the luxuriousness of brand. Second, company can use price factors. Consumers tend to perceive luxury goods as high-priced items, so lowering the price of product can undermine the luxuriousness of product. Third, company can use distribution factors. It is effective for making consumers to perceive the differentiation and scarcity of luxuriousness through limited distribution channel. In addition, store atmosphere suitable for luxury brands should be created. Fourth, company can use promotion factors. The more consumers are exposed to advertisements, the more positive attitudes toward luxury brands are made, and consumers recognize luxuriousness higher. Price promotion negatively affects consumers' perception of luxuriousness. Fifth, company can use corporate factors. Consumer evaluations of products are influenced not only by the product attributes but also by the corporate association and corporate image surrounding the product. Considering the existing researches, it is possible to enhance the brand luxuriousness through high corporate competence and good corporate reputation. In order to increase the competence of the enterprise, it is useful to approach multidimensionally in relation with the knowledge creation capability. In corporate reputation, the external stakeholders' reputation is important, but the internal members' reputation is also important. Korean SMEs will be able to build brand luxuriousness by establishing marketing strategies as above and/or mix(integrate) them according to the situation.