• Journal of Global Scholars of Marketing Science
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• v.15 no.3
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• pp.169-186
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• 2005

This paper investigates how In-store crowding influences behavioral intention with mediating consumer emotion within store. We performed covariance structural analysis based on 486 subjects on family restaurants. The results showed that perceived In-store crowding negatively influences positive-customer emotion and positively influences negative-customer emotion. In addition, In-store crowding on intention to behavior channeled through consumer emotion. Finally, we discuss the results of analysis and suggest research limitation and future study.

• The Korean Journal of Food And Nutrition
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• v.24 no.3
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• pp.329-339
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• 2011

The purpose of this study was to compare the effects of service failure magnitude on perceived justice, positive emotion, and revisit intention at restaurants between a collectivist culture(Korea) and an individualistic culture(United States). The results showed that the higher a customer's perception of service failure magnitude, the lower the perceived recovery justices in both cultures. The distributive, procedural, and interactional justices had a favorable effect on positive emotions in both cultures. Other findings revealed that interactional justice was the best predictor of revisit intention in Korea, while distributive justice was the best determinant of revisit intention in the United States. This research suggests that global restaurant managers need to understand how cultural orientation influences consumer perceptions of service failures in order to develop a highly targeted and effective service recovery.

• Knowledge Management Research
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• v.22 no.3
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• pp.55-73
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• 2021

The sharing economy is considered as a collaborative consumption which enables customers to share unused resources. This study investigated the key factors affecting consumer loyalty in the context of sharing accommodation. Emotions, perceived value and self-image consistency were posited as key antecedents of enhancing customer loyalty. Authentic experience, home amenities, and price fairness were also considered as Airbnb's selection attributes. Airbnb was selected a survey target because it is the largest company in the domain of shared accommodation market. The research model was analyzed for 294 Airbnb customer through structural equation models. Additionally, this paper examine Airbnb customers' experiences by topic modelling method posted on the Naver blog. Based on the understanding of the key factors affecting customer loyalty to sharing accommodation, the analysis results contribute to establish effective marketing and operation strategies by enhancing customer experience.

• The Korean Journal of Franchise Management
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• v.9 no.3
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• 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.

• Journal of Service Research and Studies
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• v.11 no.2
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• pp.67-77
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• 2021

This study is a study on the methodology of establishing an innovation strategy centering on the customer experience, which is essential in order to transform the existing collection and preservation-centered mutual aid company service into a visitor-centered service. To this end, we conducted literature research on environmental changes in the funeral industry from the perspective of service science and the significance and value of customer experiences within them, good customer experiences and bad customer experiences from the perspective of customer experience management. A study was conducted to present and prove a specific model. The customer experience-oriented innovation strategy of the funeral industry means to search for various alternatives that can reach the target state from the present state, focusing on the customer, and select the most appropriate transformation plan among them. As an effect of application, it was found that it is a source of differentiation by generating positive emotions to customers, and that customer experience data is highly helpful in making important decisions for the actual resource input of the parent company. This innovation model was presented, and its value was firstly proved by analyzing the difference from the existing evaluation method. Finally, as a result of analyzing the causal relationship through regression analysis using the customer experience measurement procedure, customer experience diagnosis/evaluation, customer experience innovation strategy, and cooperative company's performance as variables, the relationship proved to be significant.

• Journal of Service Research and Studies
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• v.11 no.1
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• pp.21-30
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• 2021

This study examined methodologies for establishing a customer experience-focused innovation strategy, which is essential to transforming existing collection and preservation-oriented museum service into a visitor-oriented service. To this end, a review of studies examining good customer experience and bad customer experience was conducted, focusing on change in museum environments and customer experience from the service science and customer experience management perspectives. Research was conducted to present and prove. Implementing a customer experience-oriented innovation strategy in a museum requires exploring the various approaches that can be used to reach the target state from the present state, focusing on the customer, and selecting the most appropriate transformation plan. This study found that effective approaches are distinguished by the fact that they generate positive emotions in customers and use customer experience data to make important decisions regarding the establishment of practical resources in museums. This innovation model was developed and validated by analyzing how it differed from existing evaluation methods. Finally, a regression analysis using the customer experience measurement procedure, customer experience diagnosis/evaluation, customer experience innovation strategy, and museum performance as variables revealed a significant causal relationship.

• The Journal of the Korea Contents Association
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• v.11 no.5
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• pp.413-423
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• 2011

The objective of this study was to explain structural relations among perceived justice of service recovery, customer's emotion and satisfaction in the airline service sector. For this purpose, using a sample of 272 airline service customers who experienced complaints with airline service, we investigate the effects of the dimensions of perceived justice on the emotions triggered by service recovery. In this study, 4 hypotheses based on literature reviews were employed. The data and hypotheses were examined using Structural Equation Modeling(SEM) by AMOS. The main findings are as follows. Firstly, procedural justice has an effect on both positive and negative emotions. Secondly, both interaction justice and distributive justice have effects on positive emotion but not on negative emotion. Lastly, only positive emotion has influence on recovery satisfaction.

• Proceedings of the Korea Database Society Conference
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• 2008.05a
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• pp.263-291
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• 2008

This study is designed to examine how emotional intelligence and cognitive intelligence affect customer satisfaction (social satisfaction, economic satisfaction) and long-term relational orientation of a service provider. The results of the study revealed that both cognitive intelligence of a service provider and economic satisfaction of customers have a positive relationship with longterm relational orientation, while only use and control of emotions except understanding emotions in the self and in others among emotional intelligence of a service provider have a positive, significant effect on social satisfaction of customers. As mentioned above, it can be said that the study is much more significant, at this point where previous studies failed to sufficiently recognize the importance and necessity of studies on emotional intelligence of a service provider. Moreover, the study is expected to provide useful foundations for training and development of employees in the service industry in practice.

• Journal of the Korea Society of Computer and Information
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• v.25 no.3
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• pp.207-218
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• 2020

Recently, due to the increase of online reviews and the development of analysis technology, the interest and demand for online review analysis continues to increase. However, previous studies have not considered the emotions contained in each vocabulary may differ from one reviewer to another. Therefore, this study first classifies the customer group according to the customer's grade, and presents the result of analyzing the difference by performing review analysis for each customer group. We found that the price factor had a significant influence on the evaluation of products for customers with high ratings. On the contrary, in the case of low-grade customers, the degree of correspondence between the contents introduced in the mall and the actual product significantly influenced the evaluation of the product. We expect that the proposed methodology can be effectively used to establish differentiated marketing strategies by identifying factors that affect product evaluation by customer group.