• Asia pacific journal of information systems
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• v.33 no.3
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• pp.541-572
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• 2023

Amazon Go is a cashierless convenience store concept, which is seen as a disruption in the grocery retail segment. Although Amazon Go has the ability to disrupt the retail segment, there are speculations on how Amazon Go will be perceived by users. Existing studies have not utilized user-generated content to understand the factors that affect customer behaviour in case of Amazon Go. Additionally, in case of phygital retail, studies have not attempted at understanding the effect of emotions and gratifications on user behaviour. To address the gap of exploring user perspectives based on their experience, we have examined the impact of gratifications and emotions on the acceptance of phygital retail using user-generated-content. A mixed-method approach has been utilized using only user-generated content. Utilizing topic-modelling based content analysis and emotion analysis on 30 articles related to Amazon Go, we found themes like, convenience, technology, experience, personalization, enjoyment and emotions like, bad, good, annoyance, success. In the empirical analysis, we have utilized 522 reviews about Amazon Go from the cognition and emotion theory stance, and found that hedonic gratifications have a positive impact on challenge emotions. We also found a significant impact of emotions on customer's favourite behaviour.

• Journal of the Korean Society of Food Culture
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• v.31 no.1
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• pp.73-80
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• 2016

The purpose of this study was to identify the change attributes of food courts inside department stores or shopping centers, which are becoming more sophisticated and gentrified. A survey was conducted regarding customer satisfaction level of food services, which influences customers' revisit behavioral intentions, to provide future development direction. Using an exploratory factor analysis, 55 questions on food and beverage service, atmosphere, comfort, sanitation, and food quality were produced. This study tested how these choice factors affect customers' positive or negative impressions of their dining experiences through multiple regression analysis. Results indicate that 'food service' was the most important factor contributing to customers' positive impressions along with higher revisit behavioral intentions. On the contrary, respondents who received poor 'food service' had higher negative impressions with low revisit intentions. The results and findings of this study will positively influence marketing and customer relationship management and thus help design of successful strategies for food court development.

• Science of Emotion and Sensibility
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• v.24 no.4
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• pp.79-90
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• 2021

Consumers have an increasingly active role in the marketing cycle, using social media channels to create, distribute, and consume digital content. In this context, this paper investigates the impact of user- and marketer-generated content on consumer purchase intentions and the approach to designing an effective social media marketing platform. Referencing a literature review of social media marketing and consumer purchase intentions, a case study of the social media-marketing platform, 0.8L, was undertaken using both qualitative and quantitative results through content analysis and a participatory survey. First, about 450 consumer reviews for ten sunscreen products posted on the 0.8L platform were compared with products' marketer-generated content. Next, 55 subjects participated in a survey regarding purchase intentions toward moisturizing creams on the 0.8L platform. The results indicated that user-generated content (i.e., texts and photos) provided more personal experiences of the product usage process, whereas marketers focused on distinctive product photos and features. Moreover, customer reviews (particularly high volume and narrative format) had more impact on purchase decisions than marketer information in the online cosmetics market. Real users' honest reviews (both positive and negative) were found to aid companies' prompt and straightforward assessment of newly released products. In addition to the importance of customer-driven marketing practices, distinctive user experience design features of a competitive social media-marketing platform are identified to facilitate the creation and sharing of sincere customer reviews that resonate with potential buyers.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.45-55
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• 2021

Purpose: How to build the positive emotion of customer is very important, because it affects the positive attitude. Brand evidence has a significant impact on consumer behavior in terms of reinforcing consumers' perception of food service companies and differentiating them from competing brands. Thus, this study examines the effect of brand evidence on emotion (positive emotion and negative emotion), and attitude in restaurant industry. Research design, data, and methodology: This study examines the structural relationship among brand evidence, emotion, and attitude. Brand evidence divide into three sub-dimensions such as physical evidence, core service, and employee service. In order to test the purposes of this study, research model and hypotheses were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All constructs were measured by multiple items tested and developed in the previous research. The data were collected from 439 restaurant users from Seoul area were analyzed using SPSS 22.0 and SmartPLS 3.0 program. A total of 460 questionnaires were distributed and a survey was conducted for 4 weeks, and a total of 439 were used for analysis, excluding non-response data and 21 unusable response data among the collected questionnaires. Frequency analysis was conducted to identify the general characteristics of the survey subjects. To measure the reliability and validity of the measurement tools, confirmatory factor analysis was conducted. Structural model analysis was conducted to verify the research model. Result: The findings demonstrate that physical evidence, core service, employee service had positive effects on positive emotion. And core service and employee service had negative effects on negative emotion while physical evidence did not have. Also, positive emotion had positive effect on attitude and negative emotion had negative effect on attitude. Conclusions: The findings of this study provide guidelines on how to enhance competitiveness in restaurant industry through understanding brand evidence's effects on raising perceived consumer's emotion and attitude. Therefore, food service companies should establish a marketing strategy that can stimulate positive emotions through brand evidence, which is all factors related to service brands that influence consumers' evaluation of service products and purchase decision-making process.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.398-414
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• 2008

The purpose of this study is to analyze the effect of restaurant atmosphere on its image and customers' emotional responses and behavior. The results of this study indicated that perceived restaurant atmospheres had a significant effect on customers' emotional responses, and these emotional responses greatly influenced the image of a restaurant. Especially, the ambient and cleanliness factors of restaurant atmosphere influenced a restaurant image, and the positive image from those factors had a significant effect on customer behavior. The design and human factors of restaurant atmosphere influenced customer behavior, and the positive image from those factors had a significant effect on customer behavior. Finally, it was verified that the restaurant atmospheric factors affected its image and customers' emotional responses and behavior. Moreover, the better the restaurant atmospheric factors(design, ambient, cleanliness, humanity) are, the better customers' emotional responses and image are, thereby increasing customers' revisiting and word-of-mouth intention.

• ETRI Journal
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• v.38 no.3
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• pp.494-501
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• 2016

Sentiment analysis incorporates natural language processing and artificial intelligence and has evolved as an important research area. Sentiment analysis on product reviews has been used in widespread applications to improve customer retention and business processes. In this paper, we propose a method for performing an intensified sentiment analysis on customer product reviews. The method involves the extraction of two feature sets from each of the given customer product reviews, a set of acoustic features (representing emotions) and a set of lexical features (representing sentiments). These sets are then combined and used in a supervised classifier to predict the sentiments of customers. We use an audio speech dataset prepared from Amazon product reviews and downloaded from the YouTube portal for the purposes of our experimental evaluations.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.115-126
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• 2007

Previous studies have focused on service quality by examining customer satisfaction and retention. Little, if any work has been conducted exploring the emotional state of customers and that state in con-nection to perceived service quality. The objective of this study was to explore and determine how a customer's emotions perceive and respond to service quality within family restaurants. It was found that within a positive emotional field, product and personal service quality showed a high correlation to the positive image while customers experiencing negative emotions had the perception of poorer product and personal service quality as well as a worse impression of cleanliness. Cleanliness was not connected to the issue of customer satisfaction but each of these three factors, whether positive or negative, led to the creation and mediation of an image which in itself directly resulted in customer satisfaction. Customer emotional fields are not merely the by-product of quality issues, or satisfaction but in fact the foundation by which all other factors must be considered and analyzed. Family restaurateurs need to focus on the customer's emotional well-being to create customer satisfaction.

• The Journal of the Korea Contents Association
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• v.14 no.3
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• pp.401-413
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• 2014

The principal objective of this study is to examine the relationship between the emotional intelligence and customer orientation in airline service context. Moreover, this study was designed to test the moderating effect of social support to provide fundamental and practical data for airline industry. In this study, 2 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 233 flight attendants was surveyed and a total of 214 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional intelligence was divided into 'self-emotional appraisal', 'other's emotional appraisal', 'regulation of emotion' and 'use of emotion' according to the literature review. Analysis showed that emotional intelligence has partial effect on customer orientation accordingly. Secondly, social support has partial moderating effects between emotional intelligence and customer orientation. Continuous and systematic training program which build up team work should be conducted to administer 'emotional intelligence'.

• Proceedings of the Korean Society for Emotion and Sensibility Conference
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• 2011.05a
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• pp.57-60
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• 2011

• Proceedings of the Korean Society for Emotion and Sensibility Conference
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• 1998.04a
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• pp.30-37
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• 1998

The purpose of this study is to develop the Korean-style tractors for agriculture with international competative advantage meeting consumer needs. In order to perform this program, we induce the suitable design procisses through provide customer-oriented product design processes with academic and practitional guides from an objective design development systim by using appropriate sampling and statistic methods.