• Culinary science and hospitality research
• /
• v.20 no.5
• /
• pp.106-110
• /
• 2014

Little is known about the impact of ambience on customers' emotions, satisfaction, and word of mouth recommendation within the context of coffee shops. This study examined the relationships among ambience, emotions, customer satisfaction, and word of mouth recommendation in a coffee shop setting. A total of 303 visitors at 5 coffee shops in a Southwestern state in the U.S. completed questionnaires. Utilizing a structural equation modeling technique, this study demonstrated that ambience significantly influenced emotions and customer satisfaction. In addition, emotions significantly affected customer satisfaction and word of mouth recommendation.

• Culinary science and hospitality research
• /
• v.15 no.2
• /
• pp.136-149
• /
• 2009

The purpose of this paper is to explore the types of failed service and its effect on customer's negative emotions in the restaurant business and their influence on customer's behavior. The study examines the restaurant attributes of failed service in order to determine which variables have the greatest impact on customer's negative emotions and behaviors. To accomplish the purpose of this study, a casual model is developed - which analyzes the main antecedents, moderators and consequences of failed service in the restaurant business. The findings of this study are as follows. 4 types of failed services are found: lack of tangibles, doubt of reliability, unresponsiveness, no expressed empathy. They have an effect on customer's negative emotions(regret and disappointment). And the customer's negative emotions brings out negative behaviors(bad actions, switching brand, protest, negative word of mouth). Customer's regret causes bad actions and switching brand, and customer's disappointment caused switching brand and bad information by word of mouth.

• Journal of Internet Computing and Services
• /
• v.14 no.4
• /
• pp.91-100
• /
• 2013

In recent years, online brand communities, whereby firms and customers interact freely, are emerging trend, because customers' opinions collected in these communities can help firms to achieve their innovation effectively. In this study, we examined whether customer opinions containing negative emotions have influence on their adoption for organizational innovation. To that end, we firstly classified negative emotions into five categories of detailed negative emotions such as Fear, Anger, Shame, Sadness, and Frustration. Then, we developed a lexicon for each category of negative emotions, using WordNet and SentiWordNet. From 81,543 customer opinions collected from MyStarbucksIdea.com which is Starbucks' brand community, we extracted terms that belong to each lexicon. We conducted an experiment to examine whether the existence, frequency and strength of terms with negative emotions in each category affect the adoption of customer opinions for organizational innovation. In the experiment, we statistically verified that there is a positive relationship between customer ideas containing negative emotions and their adoption for innovation. Especially, Frustration and Sadness out of the five emotions are significantly influential to organizational innovation.

• Culinary science and hospitality research
• /
• v.21 no.5
• /
• pp.180-191
• /
• 2015

This study attempted to identify the relationships among perceived value (hedonic and utilitarian values), consumption emotions, and satisfaction. In addition, this study also tested the relationships of measurement items of these variables. The data were collected from American restaurant diners who have experienced any Asian restaurants within the last 30 days. A total of 435 responses was used for data analysis. Descriptive statistics, principal component analysis, reliability test, and regression analysis were utilized to analyze the data. The results found that hedonic value influenced positive emotions and satisfaction. Utilitarian value increased positive emotions and satisfaction while decreases negative emotions. In addition, positive emotions increased customer satisfaction; negative emotions decreased customer satisfaction. In the measurement level, traditional music, traditional aspects of food, and restaurant layout of hedonic value influenced positive emotions and interior design had an impact on customer satisfaction. On the other hand, food taste and healthy food option of utilitarian value influenced positive emotions and satisfaction; only food taste was negatively related to negative emotions. Managerial implications were provided.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.19 no.1
• /
• pp.486-496
• /
• 2018

Customer incivility is an important stress factor employees performing service tasks, and this is equally true for employees who perform civil affairs services. The purpose of this study is to investigate the negative effects of adverse customer behavior and ways to reduce it. This study adopts the Conservation of Resource (COR) theory in order to examine customer incivility. This study predicts that customer incivility will negative emotions and eventually lead to emotional exhaustion in employees. We also predict that social support (organizational support, supervisor support, coworker support) perceived by employees would moderate the relationship between customer incivility and negative emotions. This study is based on 481 questionnaires collected from public officials. The results are as follows: First, customer incivility causes negative emotions. Second, negative emotions mediate the relationship between customer incivility and emotional exhaustion. Third, the relationship between customer incivility and negative emotions showed moderating effects on the perception of organizational support which is one of three types of social support. Based on the results of this study, implications, limitations, and future direction of research are suggested.

• Journal of Distribution Science
• /
• v.10 no.10
• /
• pp.17-24
• /
• 2012

Purpose - This study aimed to (a) investigate the effects of emotional intelligence on customer orientation, (b) examine the impact of customer orientation on customer relationship management (CRM) performance (including CRM-related variables such as 'relationship commitment,' 'image of corporation,' and 'customer loyalty'), and (c) identify the conceptual framework of emotional intelligence. Research design, data, and methodology - The data were collected using a questionnaire given to a sample of employees of luxury hotels in the metropolitan area. To test the hypotheses, AMOS were conducted for the 271 respondents of the sample using the SPSS Win 17.0 software. The concept of emotional intelligence (EI) has been on the radar of many leaders and managers over the past few decades. Emotional intelligence is generally accepted to be a combination of emotional and interpersonal competencies that influence behavior, thoughts, and interactions with others. Emotional intelligence consists of four factors: understanding the self's emotion, understanding other people's emotions, emotion utilization, and emotion control. Understanding the self's emotion means to understand of my own emotions. Understanding other people's emotions is to understand of the emotions of the people around me and to know how my friends feel based on their behavior. The concept of emotion utilization means to set goals for myself and then try to achieve them, encouraging myself to do my best. The concept of emotion control means I can control my temper, handle difficult situations rationally, and calm down quickly when I am very angry. Results - As a result of the analysis, three factors (understanding the self's emotion, understanding of other people's emotions, and emotion utilization) were shown to have a significant effect on customer orientation. Emotion control had an insignificant effect on customer orientation. Only emotion control makes it difficult to solve customers' problems because it is a passive behavior. In order to solve the customers' problems, hotel employees have to show a positive attitude. Second, customer orientation had a significant effect on customer relationship management performance (customer relationship commitment, corporate image, and customer loyalty). In other words, customer orientation increases commitment to customer relationships. For example, employees who have a customer-orientated perspective provide good service to their customers, while employees who don't have a customer-orientated perspective can't satisfy their customers. Customer orientation can also generate a good image among customers, because they evaluate the image of a hotel through the behavior of hotel employees. So it is very important for employees to show excellent customer orientation. Conclusions - It is very important for hotel CEOs to manage their employees' emotional intelligence. In order to increase their employees' emotional intelligence abilities, CEOs have to manage the overall corporate culture and reward programs to achieve what they want. This is because the system can lead to a customer-orientated mind-set and CRM performance among employees. As a result, the hotel CEO has to pay attention to the emotional intelligence of employees to achieve strong CRM performance. The sentence as originally written was a bit unclear. If this edit does not retain your intended meaning please consider: "Only emotion control does not have a significant impact on customer orientation, and therefore on the ability of an employee to solve customer problems, because it is a passive behavior." Please use the version of the sentence that best captures your original meaning.

• Journal of Fashion Business
• /
• v.17 no.2
• /
• pp.136-150
• /
• 2013

This study investigates the effect of customer emotions on customer evaluation and behavior intention. The subjects used in this study were customers of a fashion shop in Sunchon South Korea. The questionnaires were conveniently sampled from July 2010 to August, 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, emotions of customer were divided into 2 patterns, positive emotion and negative emotion. Second positive emotion have significant (+) influences on the trust and negative emotion have significant (-) influences on the trust. Third positive emotion have significant (+) influences on the customer orientation and negative emotion have significant (-) influences on the customer orientation. Forth, the emotions of customer have a considerable impact on the interaction intention. And the positive emotion have significant (+) influences on the word-of-mouth intention and negative emotion have not a considerable impact on it. Fifth the positive emotion have significant (+) influences on the attitude toward store and repurchase intention, and negative emotion have significant (-) influences on the attitude toward store and repurchase intention.

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

• Journal of the Korean Society of Clothing and Textiles
• /
• v.37 no.1
• /
• pp.51-63
• /
• 2013

This study investigates the effect of verbal and nonverbal communication on customer emotions and service quality perceptions. The subjects used in this study were customers of a fashion shop in Sunchon South Korea. The questionnaires were conveniently sampled from July 2010 to August, 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, it was found that the verbal communication of service providers have a significant impact on customer emotion. Second postures/proxemics and physical appearance/paralanguage (out of 3 factors of nonverbal communication) have significant (+) influences on the positive emotion of customers and kinesics have significant (-) effects on the negative emotion of customers. Third, the verbal communication of service providers has a considerable impact on customer service quality perceptions. Forth, given the relationship between non-verbal communication and service quality, it was represented that all factors (postures/proxemics, physical appearance/paralanguage, and kinesics) of nonverbal communication, have significant positive influences upon customer service quality perceptions. Fifth, it was found that customer emotions have a significant impact on customer service quality perceptions.

• Asia Marketing Journal
• /
• v.22 no.1
• /
• pp.1-26
• /
• 2020

Firms employing hierarchical loyalty programs (HLPs) periodically demote customers from higher to lower status level to divest from unprofitable customers and boost profitability. However, existing literature lacks objective evidence on how customer demotion affects demoted customers' future purchase behaviors and ultimately profitability for the firm. Moreover, customers in the HLP's higher position may respond to customer demotion differently from those in the HLP's lower position. Drawing upon emotions and equity theories, this study quantifies how the profits that customers contribute to the firm change after customer demotion, and compares demoted customers' behavioral reactions from top-tier with those from bottom-tier based on customers' actual behavior data from a major retail bank in South Korea. The findings show that withdrawing customer status actually deteriorates customer profitability, and customers with top-tier status decrease their profitability more dramatically than those with bottom-tier status after demotion. The results contribute to previous literature on customer demotion and relationship marketing, and provide specific guidelines into how firms should design and implement customer demotion in HLPs.