• Title/Summary/Keyword: Customer Emotion

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Effects of Perceived Waiting Time on Waiting Acceptability, Emotions and Satisfaction in Taiwanese Restaurants: Focusing on the Moderating Effect of Waiting Satisfaction

  • LIN, Yi Chun;HAN, Youngwee
    • The Korean Journal of Franchise Management
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    • v.12 no.2
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    • pp.51-60
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    • 2021
  • Purpose: Waiting occured frequently in the service industry. Because waiting time is perceived as a loss by customers, perceived waiting time affects positive and negative responses to restaurants. If the waiting time is perceived as long, the waiting receptivity to accept the wait may also decrease. Therefore, restaurant stores need to increase waiting satisfaction so that customers can feel the waiting time shorter. Therefore, in this study, the effect of perceived waiting time and waiting satisfaction of customers visiting Taiwanese restaurant companies on waiting acceptability, emotions (positive and negative emotions) and satisfaction is investigated. Research design, data, and methodology: This study examines the structural relationship between perceived latency, waiting satisfaction, emotion, and satisfaction. To verify the purpose of this study, a research model and hypothesis were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All configurations were measured with multiple items tested and developed in previous studies. Data collected from 407 Taiwanese restaurant customers were analyzed using SPSS 22.0 and SmartPLS 3.0 programs. Confirmatory factor analysis was performed to measure the reliability and effectiveness of the measurement tool. Structural model analysis was performed to validate the study model. Results: The study results are as follows. Perceived waiting time was found to have a positive effect on negative emotions. In addition, it was found that waiting acceptability had a negative effect on negative emotions, and had a positive effect on positive emotions and customer satisfaction. Positive emotions were found to have a significant positive effect on customer satisfaction. Also, waiting satisfaction was found to have a positive effect as a moderating variable on the relationship between perceived waiting time and waiting acceptability. Conclusion: According to the results of this study, perceived waiting time was found to have a negative effect on eating out consumers. However, if the waiting time is satisfied, waiting time will increase the waiting time acceptability. Therefore, if customers are satisfied with the waiting environment by improving the quality of the waiting environment, it will be possible to establish a marketing *strategy* that stimulates the positive effect of the perceived waiting time.

The Effect of Curiosity and Need for Uniqueness on Emotional Responses to Art Collaborated Products including Moderating Effect of Gender (독특성 추구성향과 호기심이 아트 콜라보레이션 제품에 대한 소비자의 감정에 미치는 영향: 성별에 따른 조절효과)

  • Ju, Seon Hee;Koo, Dong-Mo
    • Asia Marketing Journal
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    • v.14 no.2
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    • pp.97-125
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    • 2012
  • Companies recently introduce art collaborated products incorporating culture into a product. Art collaborated products include incorporating famous movies and/or design of an artist into a newly launched product. The introduction of art collaborated products are gradually increasing. However, research for this trend is relatively scarce. Although research concerning design has discussed a number of different factors as playing a role in influencing responses to design including culture, fashion, innate preferences, etc.), only limited attention has been paid to the processes by which consumers generate responses to product designs. People with different characteristics may respond differently. When people encounter these art products, they may become curious, may think that these products are unique, novel and innovative. People tend to show different levels of curiosity when they encounter new and novel objects, which they have rarely seen or experienced. Curiosity is defined as a desire for acquiring new knowledge and new sensory experience. Previous studies demonstrated that curiosity motivates individuals to engage in exploratory behaviors. People also show different levels of need for uniqueness, which is defined as being different from others or becoming distinctive among a larger group. Individual's need for uniqueness results from signals conveyed by the material objects that individuals choose to display. Recently, researcher have developed the need for uniqueness with three distinct constructs. These three concepts include creative choice, unpopular choice, and avoidance of similarity. Creative choice is a trait tendency of an individual by expressing or differentiating himself from others through consumptions of unique products. Unpopular choice is related to an individual's tendency to consume products, which deviates from group norms. Avoidance of similarity is linked to the avoidance of consumption behavior of products that are not famous. Past research implies that people with different levels of need for uniqueness show different motivational processes. Previous research also demonstrates that different customer emotions may be derived when consumers are exposed to these art collaborated products. Research tradition has been investigated three different emotional responses such as pleasure, arousal, and dominance. Pleasure is defined as the degree to which a person feels good, joyful, happy, or satisfied in a situation. Arousal is defined as the extent to which a person feels stimulated, active, or excited. Dominance is defined as the extent that a person feels powerful vis-a-vis the environment that surrounds him/her. Previous research show that complex, speedy, and surprising stimuli may excite consumers and thus make them more pleased and engaged in their approach behavior. However, the current study identified these emotional responses as positive emotion, negative emotion, and arousal. These derived emotions may lead consumers to approach and/or avoidance behaviors. In addition, males and females tend to respond differently when they are exposed to art collaboration products. Building on this research tradition, the current study aims to investigate the inter-relationships between individual traits such as curiosity and need for uniqueness and individual's emotional responses including positive and negative emotion and arousal when people encounter various art collaborated products. Emotional responses are proposed to influence purchase intention. Additionally, previous studies show that male and females respond differently to similar stimuli. Accordingly, gender difference are proposed to moderate the links between individual traits and emotional responses. These research aims of the current study may contribute to extending our knowledge in terms of (1) which individual characteristics are related to different emotions, and (2) how these different emotional responses inter-connected to future purchase intention of arts collaborated products. In addition, (3) the different responses to these arts collaborated products by males and females will guide managers how to concoct different strategies to these segments. The questionnaire for the present study was adopted from the previous literature and validated with a pilot test. The survey was conducted in Daegu, a third largest city in South Korea, for three weeks during June and July 2011. Most respondents were in their twenties and thirties. 350 questionnaires were distributed and among them 300 were proved to be valid (valid response rate of 85.7%). Survey questionnaires from valid 300 respondents are used to test hypotheses proposed. The structural equation model (SEM) was used to validate the research model. The measurement and structural model was tested using LISREL 8.7. The measurement model test demonstrated that consistency, convergent validity, and discriminat validity of the measurement items were acceptable. The results from the structural model demonstrate that curiosity has a positive impact on positive emotion, but not on negative emotion and arousal. Need for uniqueness has three different sub-concepts such as creative choice, unpopular choice, and avoidance of similarity. The results show that creative choice has a positive effect on arousal and positive emotion, but has a negative impact on negative emotion. Unpopular choice has a positive effect on arousal, but on neither positive nor negative emotions. Avoidance of similarity has no impact on neither emotions nor arousal. The results also demonstrated that gender has a moderating influence. Males show more negative emotion to creative and unpopular choices. Implications and future research directions are discussed in conclusion.

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Effect of Customer's Emotion Experienced during Internet Shopping On Shopping Behavior According to Internet Shopping Motivation (인터넷 쇼핑동기에 따른 인터넷 쇼핑몰 특성과 고객감정 및 행동과의 관계)

  • Kim, Sang Hee;Kim, Kyung Ae;Park, Man Suk;Yang, Ji Hoon
    • Management & Information Systems Review
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    • v.30 no.1
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    • pp.1-37
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    • 2011
  • Prior researches on Internet shopping have focused on cognitive, technological factors, but this research is focused on emotions experienced during internet shopping. Examines emotion types experienced during internet shopping and shopping mall characteristics influencing emotional response and effect of emotions on internet shopping behavior, specifically focusing on shopping motivation difference. The data, collected from a sample of 323 internet shoppers, indicate that emotion types experienced during internet shopping and shopping mall characteristics influencing emotional response and emotional response influencing internet shopping behavior are difference among shopping motivation. Theses results provide insights on internet shopping mall management according to shopping motivation.

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Analysis of Preferable Café Interior Design Using Human Sensibility Ergonomics For Different Age Groups

  • Seo, Hyung Soo
    • Architectural research
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    • v.8 no.1
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    • pp.9-16
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    • 2006
  • Maximizing profit is the most significant object of commercial places. Especially for some places where its atmosphere is main concern of customers like $Caf{\acute{e}}s$, interior design is crucial. Thus it needs to evaluate human emotion and preference. Human Sensibility Ergonomics which is recently signified in various fields is an attempt to quantitatively analyze factors of human sensibility and apply it to design operation. This study attempted to infuse human sensibility ergonomics into $Caf{\acute{e}}$ interior design and analyzed preferable $Caf{\acute{e}}$ interior design factors. Because most $Caf{\acute{e}}s$ have their own target customers, so we assumed four different target customer groups divided by their age and gender groups in each age group. As a result, the difference of each group could be examined. Middle-aged group and males have main interest in the intensity of luminance, i.e. the brightness, whereas youths and females attach importance to both quality of light and color. In addition, there is a tendency for middle-aged group and males to see $Caf{\acute{e}}$ as a public place while young people and females recognize $Caf{\acute{e}}$ as a place for entertainment. Taking the result of this study into consideration can lead to successful $Caf{\acute{e}}$ interior design for specific target customers.

The Effect of Mobile Simple Payment Service System Factors on Risk, Trust and Positive Emotion (모바일 간편결제 서비스의 시스템 특성이 위험 및 신뢰, 긍정감정에 미치는 영향)

  • Choi, Yoo-jung;Choi, Hun
    • Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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    • 2018.05a
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    • pp.300-301
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    • 2018
  • Recently, various payment services using mobile terminals are emerging and many users are using this service. This study is an empirical study on the effect of system factors(convenience, reachability, compatibility) of mobile simple payment service on trust, positive affect, mediated by customer perceived risk. A survey was conducted for this study, and a structural equation model was analyzed with PLS. Results showed that convenience, accessibility, and compatibility affect risk, and risk affects trust and positive affect.

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A Study on Positive User Experience Design for Customer to Participate as a Unexpectedness (적극적인 고객 참여를 위한 사용자 경험으로서 의외성에 관한 연구)

  • Lee, Kyu Tae;Kim, Sung Hoon
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.6 no.4
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    • pp.171-182
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    • 2010
  • The precent, many outdoor advertisements in the media has such experience. Looking at the trend of outdoor advertising media, visual stimuli, causing extreme curiosity, stimulate emotion, expression, such as illogical to consumers using a variety of unexpectedness "surprising expression" attempt to give a strong impression on consumers appears to can. In this study, outdoor advertising media, outdoor advertising is now through the case study to evaluate the characteristics of the media in the unexpectedness, in the process based on components derived extraordinariness configure Tetrad Map and extraordinariness factors of outdoor advertising media Analysis of the key elements to configure the user experience factor that has the purpose of identifying the characteristics extraordinariness. As a result of analysis of outdoor advertising media element to configure the Visual / Installation / Technology / Story of the most important factors acting Visual elements were found to be leveraging. Components, as well as factors was higher than the interest factor involved. So now with the development of outdoor advertising media, the unexpectedness expression appears in the flow, limited to the visual aspect of extraordinariness factors that could be seen being used. Characteristics of outdoor advertising media in the past did not deviate more as consumers look to stimulate the technical attributes of a visual form that could be seen to be extended.

Service Recovery Process: The Effects of Distributive and Informational Justice on Satisfaction over Complaint Handling

  • BADAWI, Badawi;HARTATI, Wiwi;MUSLICHAH, Istyakara
    • The Journal of Asian Finance, Economics and Business
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    • v.8 no.1
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    • pp.375-383
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    • 2021
  • The justice issue in the service recovery process has become an interesting topic especially in rural banks in Indonesia. There are two types of justice issues in handling the complaint process; distributive and informational. This study aims to analyze the effect of distributive and informational justice on complaint handling satisfaction. This study also examines the mediating role of positive and negative emotions on the effect of justice in post-merger rural banks. This research employs a survey by distributing a questionnaire to 238 customers who have complained to one of the post-merger rural banks in West Java and Yogyakarta. This study uses the structural equation modelling (SEM) method by WarpPLS software. The results reveal that distributive and informational justice have a positive effect on positive and negative emotions, while informational justice does not affect positive and negative emotions. Distributive and informational justice directly affect satisfaction over complaint handling. On the other hand, positive and negative emotions affect satisfaction over complaint handling. The findings of this study suggest that positive emotion also mediates the distributive justice effect on satisfaction over complaint. Lastly, positive and negative emotions do not mediate the informational justice effect on satisfaction over complaint handling at post-merger rural banks in West Java and Yogyakarta, Indonesia.

Marketing Strategy to lead Leisure sporting goods consumption to improve the leisure life of sports participants

  • SEONG, Dong-Ho
    • East Asian Journal of Business Economics (EAJBE)
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    • v.10 no.3
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    • pp.105-114
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    • 2022
  • Purpose - The sports business industry and contemporary sports marketing is an exemplary wide field that primarily comprises specific activities, numerous individuals, organizations, and business ventures. This research aims to provide a marketing strategy to lead Leisure sporting goods consumption to improve the leisure life of sports participants. Research design, Data, and methodology - The Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) was conducted to obtain the appropriate literature resources and total 15 previous resources selected by the present author after excluding papers based on screening process. Result - The literature analysis revealed that marketing practitioners in the sports and leisure industry should remember three significant solutions which are suggested. These solutions the following: (1) Brand Visibility, (2) Suitable Business Designs, and (3) Customers Support. They will enhance the perspective of consumption goods that foster leisure life to sporting participants following a well-advanced market strategy Conclusion - The sporting activities are generally inspiring, emotion provoking, immersive, rapidly growing profits and revenues, and engaging; hence, it is a great adventure of advancing customer orientation and a platform for growing the market. Therefore professionals have the responsibility to design sporting events in synergy with different stakeholders in ensuring improved and enjoyable experiences based on the marketing solutions of the current research.

Investigating Factors Affecting Attitude Towards Cause-Related Marketing in Korea: Pespectives of SDGs

  • KIM, Da Eun;CHO, Yooncheong
    • Asian Journal of Business Environment
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    • v.12 no.2
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    • pp.29-41
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    • 2022
  • Purpose: In the era of sustainable development, the role of consumers and businesses has become increasingly important by demonstrating the importance of social and environmental issues. Accordingly, firms widely adopt cause-related marketing to fulfil corporate social responsibility. The purpose of this study is to examine factors that affect consumer attitude toward cause-related marketing with perspectives of the sustainable development goals (SDGs) and instrumental conditioning. Research design, data and methodology: Proposed research questions include effects of cognition, emotion, sustainability, and business ethics on attitude, effects of attitude on purchase intention, and effects of intention on satisfaction. This study collected the data via an online survey and applied factor and regression analysis. Results: Findings indicated that factors affect attitudes differently in cases of cause-related marketing with SDGs and instrumental conditioning. The results of this study found that business ethics affects consumer attitude and differ based on types of cause-related marketing. This study found that attitude positively affects purchase intention that also affects expected satisfaction. Conclusions: By applying perspectives of SDGs, findings of this study provide implications to producers, marketers, and policymakers to promote and achieve sustainability. In particular, the results found that business ethics should be more addressed to fulfill customer attitude.

An Exploratory Study on Effect of Call Center Representatives' Emotional Intelligence, Organizational Citizenship Behavior and IT Utilization Ability on Job Performance : A Comparative Analysis by Representatives' Career (콜센터 상담원의 감성지능, 조직시민행동과 IT활용능력이 직무 성과에 미치는 영향에 관한 탐색적 연구 : 상담원의 경력 비교)

  • Lee, Byeong-Hoon
    • Journal of Information Technology Services
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    • v.13 no.2
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    • pp.219-250
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    • 2014
  • Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.