• Title/Summary/Keyword: Customer Attitudes

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Examining the Relationships among Attitude toward Luxury Brands, Customer Equity, and Customer Lifetime Value in a Korean Context (측시이한국위배경적사치품패태도(测试以韩国为背景的奢侈品牌态度), 고객자산화고객종신개치지간적관계(顾客资产和顾客终身价值之间的关系))

  • Kim, Kyung-Hoon;Park, Seong-Yeon;Lee, Seung-Hee;Knight, Dee K.;Xu, Bing;Jeon, Byung-Joo;Moon, Hak-Il
    • Journal of Global Scholars of Marketing Science
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    • v.20 no.1
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    • pp.27-34
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    • 2010
  • During the past 10 years, sales of luxury goods increased significantly to more than US$ 130 billion in 2007. In this industry, more than half of the revenue comes from Asia where the average income has risen significantly, and the demand for luxury products is forecast to grow rapidly. Purchasing luxury brands appears to be an intriguing social phenomenon that is profitable for companies in this region. As a newly developed country, Korea is one of the most attractive luxury markets in Asia. Currently, a total of 120 luxury fashion brands have entered the Korean market, primarily in luxury districts in Seoul where the competition is fierce. The purposes of this study are to: (1) identify antecedents of attitude toward luxury brands, (2) examine the effect of attitudes toward luxury brands on customer equity, (3) determine the impact of attitudes toward luxury brands on customer lifetime value, and (4) investigate the influence of customer equity on customer life time value. Previous studies have examined materialism, social need, experiential need, need for uniqueness, conformity, and fashion involvement as antecedents of attitude toward luxury brands. Richins and Dowson (1992) suggested that that materialism influences consumption behavior relative to quantity of goods purchased. Nueno and Quelch (1998) reported that the ownership of luxury brands conveys information related to the owner's social status, communicates an image of success and prestige, and is a determinant of purchase behavior. Experiential need is recognized as an important aspect of consumption, especially for new products developed to meet consumer demand. Since luxury goods, by definition are relatively scarce, ownership of these types of products may fulfill consumers' need for uniqueness. In this study, value equity, relationship equity, and brand equity are examined as drivers of customer equity. The sample (n = 114) was undergraduate and graduate students at two private women's universities in Seoul, Korea. Data collection was conducted using a self-administered questionnaire survey in March, 2009. Data analysis included descriptive statistics, factor analysis, reliability analysis, and regression analysis using SPSS 15.0 software. Data analysis resulted in a number of conclusions. First, experiential need and fashion involvement positively influence participants' attitude toward luxury brands. Second, attitude toward luxury brands positively influences brand equity, followed by value equity and relationship equity. However, there is no significant relationship between attitude toward luxury brand and customer lifetime value. Finally, relationship equity positively influences customer lifetime value. In conclusion, young consumers are an important potential consumer group that tries different brands to discover the ones most suitable for them. Luxury marketers that use effective marketing strategies to attract and engender loyalty among this potentially lucrative consumer group may increase customer equity and lifetime value.

The Effects of Word-of-Mouth Information on Visiting Intention of Hairshop Customers (헤어샵 이용 소비자의 구전정보가 방문의도에 미치는 영향)

  • Hwang, Yeon-Soon;Ku, Yang-Suk
    • Fashion & Textile Research Journal
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    • v.7 no.2
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    • pp.218-224
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    • 2005
  • The purpose of this study was to investigate the infiluence of positive and negative word-of-mouth informations on visiting intention of hairshop customers. Data were collected from 342 adult females and analyzed by using frequencies, factor analysis and regression utilizing SPSS/PC+. The results showed that positive word-of-mouth informations such as shop employees' skill/attitudes, physical benefit, comfortable facilities, time saving/consistent service, kindness and rational price had influence on the visiting intention of hairshop customers. The negative word-of-mouth informations that consumers had experienced using hairshop were categorized as untrustworthy face-to-face customer management, non-customer service oriented mind, and unskilled employees/inefficient hairshop environment. The negative word-of-mouth informations had no effect on the visiting intention.

A Study on the Affecting Factors for the Acceptance of the Advertisement through Mobile Media: Cases of Korea and Japan (이동통신매체광고의 수용영향요인에 관한 연구: 한국, 일본 중심으로)

  • Yoo, Sang-Jin;Kim, Hyo-Jung
    • The Journal of Information Systems
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    • v.15 no.4
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    • pp.149-170
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    • 2006
  • This research investigates the determinants of the customer's acceptance intuition for the ads on cellular phone. For this purpose, this research set up a model with such variables as entertainment information irritation, credibility, flow experience, attitudes and acceptance intention based on TAM and Flow theory. For the more reasonable and generalizable results, this study targets two different customer groups in Korea and Japan and compare the responses from these two groups using AMOS, the structural equation modeling and a second-generation multi - variant techniques.

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Origins of Brand Image, Customer Satisfaction, and Loyalty toward Telecommunication Service: An Emerging Market Perspective

  • Hossain, Md. Alamgir;Kim, Min-Ho;Jahan, Nusrat;Min, Bo-Yeon
    • Asia-Pacific Journal of Business
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    • v.9 no.2
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    • pp.39-57
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    • 2018
  • As competition grows in the telecommunication service industry, understanding the origins of brand image and consumer behavioral intentions challenges practitioners to design an effective marketing strategy and branding plan. In this paper, brand image and behavioral relationships are investigated in Bangladesh, an emerging market that has a particular socio-cultural and economic context of one of the most densely populated countries of South Asia. This study employs confirmatory factor analysis and structural equation modeling to analyze the database. Empirical testing and the proposed model suggest that brand image is the prime determinant of consumer satisfaction and loyalty. The results highlight the importance of perceived value, perceived trust and price structure to project brand image and satisfaction. Additionally, confirmation exhibits a stronger total effect of brand image on customer loyalty. Empirical findings extensively contribute to the theoretical and managerial understanding of subscribers' attitudes toward telecommunication service in an emerging market context.

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The Contrasting Attitudes of Reviewer and Seller in Electronic Word-of-Mouth: A Communicative Action Theory Perspective

  • Lee, Jung;Lee, Jae-Nam;Tan, Bernard C.Y.
    • Asia pacific journal of information systems
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    • v.23 no.3
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    • pp.105-129
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    • 2013
  • This study draws important factors in electronic Word-of-Mouth (eWOM) and examines how these influence the building of customer loyalty. eWOM is viewed as social communication between customers and sellers, and thus the communicative action theory is applied. With the theory, we identify reviewer and seller as influential players on customers, and derive important factors such as correctness and veracity of reviews from the reviewers' action, and information compactness and adequacy from the seller's action. We propose these constructs as antecedents of customer loyalty and further hypothesize their curvilinear impacts as follows: the marginal impacts of veracity and correctness will decrease as veracity and correctness increase, and the marginal impacts of compactness and adequacy will increase as compactness and adequacy increase. The result indicates that only the seller's action has a curvilinear impact, whereas the reviewer has proportional positive impact on customer loyalty. This study indentifies important factors in eWOM from a critical social theory perspective and validates them using the positivistic approach. For practitioners, it discusses the important factors in eWOM with the identification of the individuals who are responsible for these factors.

Fostering Attitudes and Customer Satisfaction for Sustainability by Electric Car-Sharing

  • LEE, Jinseo;CHO, Yooncheong
    • The Journal of Industrial Distribution & Business
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    • v.12 no.5
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    • pp.37-46
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    • 2021
  • Purpose: The purpose of this paper is to explore factors that affect electric car-sharing by highlighting issues of environmental sustainability and customer attitude and satisfaction. Research design, data and methodology: This study examined customers' perception on those issues by using electric car-sharing as usages of both electric car and car-sharing play a key role to improve sustainability. Online survey was applied to collect the data. This study also applied factor and regression analyses for data analysis. Results: The results of this study showed that effects of proposed factors including cost efficiency, emotion, safety, health, and sustainability on attitude toward electric car-sharing on attitude were significant. The results also showed that the effects on intention, satisfaction, and loyalty were significant. Conclusions: This study provides policy and managerial implications. By dealing with factors of electric car-sharing service, this study offers necessity of better strategies and policies for electric car-sharing service to electric car businesses and policy makers. This study also suggests that businesses should develop appropriate strategies for the improved usage of electric car-sharing by considering sustainability and improving relationships with customers. Further, government should consider to develop proper policies for sustainability by promoting the usages of electric car-sharing.

Effects of Service Attributes on Customer Satisfaction and Loyalty in Beauty Salon (미용실 서비스 속성이 고객 만족과 충성도에 미치는 영향)

  • CHOI, Sung-Il;KIM, Hyun-Tae;CHOI, Woo-Jung;KIM, Ji-Hyun;KIM, Eun-Jung
    • The Korean Journal of Franchise Management
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    • v.10 no.4
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    • pp.19-29
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    • 2019
  • Purpose: In beauty industry, service quality is very critical, because it impacts on the customer's positive attitude and behavior to the beauty salon or beauty brand. Thus, this research examines the effects of service attributes on customer satisfaction and loyalty in beauty salon. This research suggests the guidelines for how beauty salons should manage their physical environment, price policy, professional skills, and employees that improve management and business performance. Research design, data, and methodology: This study examines the structural relationship between service attributes, customer satisfaction, and loyalty. Service attributes divide into four sub-dimensions such as servicescape, price service, technical service, and employee service. In order to test the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and examined in previous studies. A total of 160 questionnaires were distributed and collected, and 150 were used for analysis except 10 that were unresponsive or unfaithful. The data were analyzed using SPSS 22.0 and SmartPLS 3.0 statistical package program. Result: The results of this research are as follows. First, all sub-dimensions of service attributes such as servicescape, price service, technical service, and employee service have significant positive impacts on satisfaction. Second, customer satisfaction have significant impact on loyalty. Conclusions: This study suggests an integrated model of the relationship that the characteristics of beauty salon service attributes affect customer loyalty through satisfaction, and suggests how to manage and allocate limited resources in the beauty industry. The findings of this research indicate that the level of customer satisfaction is shown to be increased by servicescape, technical characteristics, value of money, and human attributes. Thus, beauty salon management should focus on the relationship with their customers how to improve customer loyalty through satisfaction. The quality of beauty service influences customer's attitudes and behaviors toward beauty salon. Considering the beauty business, where the quality and customer satisfaction of beauty services are determined by the hairdresser's beauty skills,, the beauty salons must find ways to improve their skills and new trend of hair style. If beauty salon customers perceive the high quality of beauty service, they revisit beauty salon and recommend it to others.

Korean Customer Attitudes Towards SNS Shopping

  • Cho, Young-Sang;Heo, Jeong-Yoon;Youn, Myoung-Kil
    • Journal of Distribution Science
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    • v.10 no.8
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    • pp.7-14
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    • 2012
  • As a new format of retailing, social shopping on SNS has rapidly grown in recent. Although there is much literature associated with customer behaviours in the academic world, little attention has been paid to identifying the shopping patterns of SNS shoppers. This paper will, thus, identify how perceived value has an impact on the buying intention of SNS shoppers, after illustrating what kind of factor influences the formation process of perceived value in the Korean marketplace. Given that SNS shoppers are for the most part 20s as well as 30s, the authors handed out questionnaires to them. Furthermore, based on literature review results, the conceptualised research model was developed. Despite lack of literature, the authors developed five constructs like price reduction, quantity- and time-limited message, product ranges, information-sharing, and required number of shoppers. The researchers made a considerable effort to identify the relationship between research concepts and each variable, based on a few research analysis methods such as frequency analysis, the Varimax rotation technique used orthogonal rotation, Cronbach's Alpha, PCA (Principle Component Analysis), and the like. Amongst the 5 variables used to measure the degree of influences on the perceived value as a social shopping characteristic, it has been evident that price cut, required minimum shoppers, product variety, and information-sharing have a positive impact on the perceived value formation processes of SNS customers. Also, this research implies that SNS retailers can differentiate themselves from other retailers by differently using the above factors. From a practitioner's point of view, these factors should be strategically used to increase the social shopping opportunities of SNS users. It is, furthermore, evident that the perceived value formed by the above 4 factors have played an important role in the buying decision process of SNS customers. In a sense, whether customers are aware of higher price cut rates, information-sharing, required minimum shoppers, and product variety has a positive impact on making buying decisions. From a retailer's point of view, online shopping mall operators are able to use blog as well as twitter to improve the buying intention as a marketing tool of social network, because the business activities provided by social shopping retailers, like the rapid, accurate responses to customer requirements, the provision of a variety of information, and the communications between customers are closely related to buying intentions. There are a few research limitations to conduct this empirical research. It was not easy to review prior papers, due to its lack. In spite of the increasing number of SNS shoppers in Korea, little research attention has been paid to this kind of research topic by academicians, because buying products or services through SNS is in its infancy. With regard to research populations, it would be difficult to generalise the research findings in Korea, owing to unbalanced respondent distribution. Considering the above research limitations as well as the growth of social shopping, many authors should pay considerable attention to SNS-related issues in the future, and develop the more sophisticated criteria to measure the characteristics of SNS shoppers.

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Effects of perceived attributes of fashion live streaming commerce (FLSC) on attitudes and intention to use (패션 라이브 스트리밍 커머스(FLSC)의 속성 지각이 태도와 이용의도에 미치는 영향)

  • Seo, Hyesim;Yoh, Eunah
    • The Research Journal of the Costume Culture
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    • v.30 no.2
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    • pp.297-318
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    • 2022
  • A growing number of fashion brands and retailers are actively adopting live streaming as a new marketing channel. In spite of the increasing use of live commerce, the effects of live streaming commerce on customer purchasing behavior for fashion products are not fully understood. The purpose of this study is to examine factors affecting consumers' attitudes toward a purchase via fashion live streaming commerce (FLSC) and intention to use FLSC. The study also investigated whether consumers' expenditure on fashion and time spent on mobile shopping moderate the relationships among research variables. A total of 230 questionnaires were analyzed through descriptive statistics, confirmatory factor analysis, and multiple-group comparison tests using SPSS and AMOS. A summary of the main results of this study is as follows. First, the perception of the attributes of FLSC (ease of use, economic efficiency, interactivity, and enjoyment) has a positive effect on attitude toward a purchase via FLSC. The ease of use and economic efficiency of FLSC, in particular, have greater impacts on attitudes than other factors. Secondly, attitudes toward FLSC positively impact the intention to use FLSC. Lastly, the results of group comparisons, by fashion expenditure and time spent on mobile shopping respectively, hold no significant moderation effects among the variables. These findings demonstrate that consumers are more likely to use FLSC as they form a positive attitude by the attributes of FLSC mentioned earlier. The study provides some insights on an exploration of live streaming commerce for fashion product sales.

An Improved Personalized Recommendation Technique for E-Commerce Portal (E-Commerce 포탈에서 향상된 개인화 추천 기법)

  • Ko, Pyung-Kwan;Ahmed, Shekel;Kim, Young-Kuk;Kamg, Sang-Gil
    • Journal of KIISE:Computing Practices and Letters
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    • v.14 no.9
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    • pp.835-840
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    • 2008
  • This paper proposes an enhanced recommendation technique for personalized e-commerce portal analyzing various attitudes of customer. The attitudes are classifies into three types such as "purchasing product", "adding product to shopping cart", and "viewing the product information". We implicitly track customer attitude to estimate the rating of products for recommending products. We classified user groups which have similar preference for each item using implicit user behavior. The preference similarity is estimated using the Cross Correlation Coefficient. Our recommendation technique shows a high degree of accuracy as we use age and gender to group the customers with similar preference. In the experimental section, we show that our method can provide better performance than other traditional recommender system in terms of accuracy.