• Journal of Fashion Business
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• v.20 no.6
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• pp.19-31
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• 2016

Identifying the factors of emotional experience that arouse emotional responses will contribute to determining the relationship between the visual attributes of a salon and the emotional responses of humans, as well as the relationship between service factors and the emotional response of humans. The aim of this study is to examine the effect of the various e motional responses of customers on store preference and to thereby propose marketing strategies for offering an insightful service. The emotionally expressed vocabulary used by customers during their visit is also explored. 300 customers with previous experience of beauty shop services were surveyed and their responses were analyzed using SPSS 20.0 to define the problems. All the emotional experiences at the beauty salon influence the service satisfaction and re-visitation intention. The results showed that, as the customer's level of satisfaction with a service experience increases, the re-visitation intention increases. Of these results, only the service experience influences the recommendation intention. As the effective delivery of positive emotional services influences customers' revisiting intentions, beauty industry workers should be aware of each phase of the customers' emotions and try to provide customer-oriented services to appease these emotions. In addition, workers should strive to create service systems that induce customers' positive emotional responses rather than to offer merely stereotyped services.

• Culinary science and hospitality research
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• v.17 no.1
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• pp.155-170
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• 2011

The purpose of this study was to test the influence of restaurant customers' perceived price on their satisfaction and revisit intention through the examination of the mediating effects of emotional responses and the moderating role of coupons. Data was obtained from a survey conducted to 319 quick service restaurant customers and analyzed using SPSS 16 and AMOS 16. The results indicate a full mediation effect of perceived price on customer satisfaction through emotional responses. It was also noted that discount, free and entry coupons did moderate the influence of perceived price on customers' emotional responses. The strongest moderator for perceived price and positive emotions was a discount coupon followed by a free coupon and an entry coupon in order. For perceived price and negative emotions, an entry coupon had a higher moderating effect followed by a discount coupon. The study put forward an appropriate implication to restaurateurs on the use of coupons as well as emotional responses and perceived price that will effectively elevate customers' satisfaction level.

• Korean Institute of Interior Design Journal
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• v.17 no.6
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• pp.63-70
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• 2008

The service sector is growing and service is complicated with various customer needs in the competitive markets. Bill Hollins urges that services must be designed. I believe that service experiences must be designed with servicescape as an environment surrounding services. Servicescape is the physical and social environments of service. Service experiences do not depend only on the aesthetic impression of physical servicescape. One of the main characteristics of services is that the most value of services are accomplished from interaction between customer and service encounters. The design of physical servicescape affects the interaction between customer and service encounters and the behavior of both customer and service suppliers' including social factors such as display emotions and the interpersonal distance between customers. Servicescape design should control tangible and intangible area of service events. In addition servicescape design creates customer's good experiences in the servicescape. This research proposes the possibilities and proper design process of servicescape design. Servicescape Design should control the activities including interrelations of participants, efficient service delivery process, and the united images of services for creating the satisfied service experience values.

• Journal of the Korean Society for Railway
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• v.17 no.4
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• pp.289-296
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• 2014

This study analyzes, based on survey of the behavior of 288 railroad tour conductors. how deep acting and surface acting, which were both classified as emotional labor, influence customer orientation. It also analyzes the moderating effect of POS (perceived organizational support) on emotional labor and customer orientation. The following are the summarized results of the analysis. First, railroad tour conductors' deep acting has a positive influence on customer orientation. And surface acting has a negative effect on it. Second, after the moderating effect of POS has been studied, it is found that POS does not appear to have a moderating effect on customer orientation of deep acting but does appear to have a moderating effect on customer orientation of surface acting. In conclusion, this study implies that it is important, to railroad tour conductors, that organizational level support enhance customer orientation; it is also important to manage railroad tour conductors' emotions in order to enhance customer orientation.

• Culinary science and hospitality research
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• v.23 no.7
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• pp.11-19
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• 2017

The objective of this research was to identify the factors that affects the customer's satisfaction and dissatisfaction of theme parks. This research focused on Sunway Lagoon. The reason Sunway Lagoon was selected was because of the vast number of visitors in Sunway Lagoon for the last few years. It enables the researchers to acquire sufficient amount of information to conduct a research. The factors which affects the customers' satisfaction are the behavior of the generation Y; service experience evaluation, perceived price, emotions, and servicescape. The limitation of this research was inadequate time to perform in-depth investigation on the research. The research study implemented qualitative research, thus the interview was used as a data collection. Since Sunway Lagoon was selected as the research setting, the face-to-face interview with 10 participants was conducted in the setting. This research is vital because it enables the organizations to determine factors that influence the customer's satisfaction and future behavioral intentions. As a result, organizations are able to achieve higher levels of customer satisfaction as well as promoting customer loyalty.

• Journal of Korea Society of Industrial Information Systems
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• v.19 no.4
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• pp.73-85
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• 2014

The service quality customers perceived has positive relationships with trust, image, and satisfaction toward airline companies. Providing personal and non-personal services could be factors that build up not only overall impressions but positive and negative emotions and could be connected to customer behavioral intention. Thus, this research divided service encounter quality into personal and non-personal encounter quality and investigated effects of two types of service encounter quality on airline image, perceived value and customer loyalty. The result shows that personal service encounter quality has a positive effect on airline image and a negative effect on perceived value. Non-personal service encounter quality has an influence on airline image and a negative influence on perceived value. Personal service encounter quality does not have a significant effect on customer loyalty but non-personal service encounter quality has an effect on customer loyalty. Airline image does not affect perceived vlaue significantly however, do affect customer loyalty. Finally, perceived value does not have a significant effect on customer loyalty.

• Asia Marketing Journal
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• v.12 no.2
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• pp.83-110
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• 2010

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of self regulatory orientation on emotions and subsequent customer behaviors? Obviously, the positive and negative emotions experienced in these situations will influence the overall degree of satisfaction or dissatisfaction with the service(Zeelenberg and Pieters 1999). Most likely, these specific emotions will also partly determine the subsequent behavior in relation to the service and service provider, such as the likelihood of complaining, the degree to which customers will switch or repurchase, and the extent of word of mouth communication they will engage in(Zeelenberg and Pieters 2004). This study investigates the antecedents, consequences of negative consumption emotion and the moderate effect of attribution processing in an integrated model(self regulatory mode → specific emotions → behavioral responses). We focused on the fact that regret and disappointment have effects on consumer behavior. Especially, There are essentially two approaches in this research: the valence based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. and The present studies examined the influence of two regulatory mode concerns(Locomotion orientation and Assessment orientation) with making comparisons on experiencing post decisional regret and disappointment(Pierro, Kruglanski, and Higgins 2006; Pierro et al. 2008). When contemplating a decision with a negative outcome, it was predicted that high (vs low) locomotion would induce more disappointment than regret, whereas high (vs low) assessment would induce more regret than disappointment. The validity of the measurement scales was also confirmed by evaluations provided by the participating respondents and an independent advisory panel; samples provided recommendations throughout the primary, exploratory phases of the study. The resulting goodness of fit statistics were RMR or RMSEA of 0.05, GFI and AGFI greater than 0.9, and a chi-square with a 175.11. The indicators of the each constructs were very good measures of variables and had high convergent validity as evidenced by the reliability with a more than 0.9. Some items were deleted leaving those that reflected the cognitive dimension of importance rather than the dimension. The indicators were very good measures and had convergent validity as evidenced by the reliability of 0.9. These results for all constructs indicate the measurement fits the sample data well and is adequate for use. The scale for each factor was set by fixing the factor loading to one of its indicator variables and then applying the maximum likelihood estimation method. The results of the analysis showed that directions of the effects in the model are ultimately supported by the theory underpinning the causal linkages of the model. This research proposed 6 hypotheses on 6 latent variables and tested through structural equation modeling. 6 alternative measurements were compared through statistical significance test of the paths of research model and the overall fitting level of structural equation model and the result was successful. Also, Locomotion orientation more positively influences disappointment when internal attribution is high than low and Assessment orientation more positively influences regret when external attribution is high than low. In sum, The results of our studies suggest that assessment and locomotion concerns, both as chronic individual predispositions and as situationally induced states, influence the amount of people's experienced regret and disappointment. These findings contribute to our understanding of regulatory mode, regret, and disappointment. In previous studies of regulatory mode, relatively little attention has been paid to the post actional evaluative phase of self regulation. The present findings indicate that assessment concerns and locomotion concerns are clearly distinct in this phase, with individuals higher in assessment delving more into possible alternatives to past actions and individuals higher in locomotion engaging less in such reflective thought. What this suggests is that, separate from decreasing the amount of counterfactual thinking per se, individuals with locomotion concerns want to move on, to get on with it. Regret is about the past and not the future. Thus, individuals with locomotion concerns are less likely to experience regret. The results supported our predictions. We discuss the implications of these findings for the nature of regret and disappointment from the perspective of their relation to regulatory mode. Also, self regulatory mode and the specific emotions(disappointment and regret) were assessed and their influence on customers' behavioral responses(inaction, word of mouth) was examined, using a sample of 275 customers. It was found that emotions have a direct impact on behavior over and above the effects of negative emotions and customer behavior. Hence, We argue against incorporating emotions such as regret and disappointment into a specific response measure and in favor of a specific emotions approach on self regulation. Implications for services marketing practice and theory are discussed.

• Culinary science and hospitality research
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• v.21 no.5
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• pp.129-138
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• 2015

There are limited resources on how servicescape influence customer emotions and respond towards customer satisfaction and behavioral intention. Hence, this research investigates how servicescape influence customer behavioral intention in local coffee shops in Kuala Lumpur by using Multiple Regression analysis. This study mainly focus on three environmental dimensions, which are the facility aesthetics, music and layout accessibility. Based on the result, it shows that both music and layout accessibility are significant factors that greatly influence customer satisfaction and behavioral intention. Overall, this research indicates that managers should realise thatmusic and layout accessibility play an important role to influence customers eating out at coffee shops.

• Journal of Information Technology Applications and Management
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• v.26 no.2
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• pp.41-60
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• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.

• The Journal of the Korea Contents Association
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• v.12 no.12
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• pp.761-770
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• 2012

The purposes of the study is builded upon previous researches to investigate the relationship among store's physical environment, customers' emotional responses and behavior intention. For achieving study purposes, research model and hypotheses were set up after reviewing previous researches. The data were collected from a sample of 659 consumers of korea and china department stores, then used to conduct an empirical analysis. The results showed: First, the significant relationship were partially found among store's physical environment, emotional responses and behavior intention, design factor, social factor of store' physical environment both influence shoppers' positive emotions, indirectly influence shoppers' behavior intention through positive emotions, and social factor influence shoppers' negative emotions, indirectly influence shoppers' behavior intention through negative emotions. Second, the results also showed that they are different between korea and the china customer. Therefor, this study has provided a variety of theoretical and practical implications for global retailers to set up marketing strategies.