• 유통과학연구
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• 제17권2호
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• pp.91-100
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• 2019

Purpose - The importance of customer experiences has been increasing in retail industry as wells as theme park industry. The purpose of this research is to investigate relationships among brand experience, customer perceived value and brand support behavior in theme park industry. Furthermore, we tried to examine the moderating effects of interaction with customers in the relationships between brand experience and customer perceived value. Besides, we provided some implications for not only the theme park industry but also other service industries such as retail industry. Research design, data, and methodology - The research model has nine hypotheses, and we examined them empirically in this study. Five hypotheses were about relationships among theme park brand experiences, customer perceived value, and brand support behavior. The other four hypotheses were about the moderating effects of customer interactions in the causal relationship between brand experiences and customer perceived value. A total of 167 samples who had visited the theme park were surveyed and the hypotheses were tested with the statistical package programs such as SPSS 21.0 and AMOS 21.0. Results - The results of this study are as follows. First, it was proved that theme park visitors' sensory experience, emotional experience, and cognitive experience have significant positive effects on perceived value, although the hypothesis about the causal relationship between behavioral experience and perceived value is not supported. Second, the customer perceived value has a positive effect on brand support behavior. Third, customer interaction has a positive moderating effect between brand experiences and perceived value, except for behavioral experience. Conclusions - Based on the results of this study, there can be following significances and implications from both theoretical and practical perspectives. First, we confirmed the importance of experiential marketing in other service industries such as retail industry as well as the theme park industry. The marketing managers in these industries need to design various experience programs considering the various characteristics of experiences such as sensory, emotional, and cognitive experiences. Second, it will be necessary for the theme park managers to encourage active participation of customers, and raise the level of interaction between employees and customers.

• International Journal of Costume and Fashion
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• 제10권2호
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• pp.73-88
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• 2010

Study aims to identify customer equity drivers and their relative importance, to represent customer lifetime value (CLV) distribution, and to investigate the effect of customer equity drivers and demographics on CLV when shopping apparels at the four big department stores in Seoul. Recently, Korean department stores marked significant decrease in sales volume and it calls for more focus on customer orientation. Customer equity is a managerial concept which considers customers as a valuable asset for business success. Sustainable competitive advantage is attainable when customer equity drivers and CLV are measured, managed and enhanced. results identified four dimensions of customer equity drivers such as 'retail brand equity: 'relationship equity', 'retail service equity', and 'price value equity'. Among them, 'relationship equity' was proved to be the most influencing factor on the customer's store patronage intention. The CLV distribution represented unique characteristics of each department store. The level of CLV depended on such demographics as age and income. Marital status influenced the relationship between perceived customer equity drivers and CLV. It also analyzed competitive structure of the four big department stores in Seoul and offered managerial suggestions. This study provided conceptual framework for the future study of customer equity related to apparel shopping at the department stores as well as managerial implications.

• 한국산학기술학회논문지
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• 제10권9호
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• pp.2435-2439
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• 2009

재래시장 활성화를 위한 고객연계관리시스템의 필요성을 제기하고, 성공적인 고객연계관리시스템의 구축을 위해 필요한 주요요인을 분석하였다. 측정변수 22개를 통해 요인분석을 실시한 결과 경영관리, 고객관리, 서비스관리, 시설관리 등 4개 요인이 도출되었다. 각 요인의 특징은 다음과 같다. 경영관리요인은 상품 기획 및 인증관리 활동이 필요한 것으로 나타났다. 또한 고객관리요인은 고객을 우대할 수 있는 정책이 필요한 것으로 나타났다. 그리고 서비스관리요인은 주문, 배달, 반품서비스까지 토털서비스의 필요성이 제기되었다. 마지막으로 시설관리요인은 고객이 재래시장을 활용하기 위해 편리성을 제공할 수 있는 시설의 개선이 요구되었다.

• Asia pacific journal of information systems
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• 제25권4호
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• pp.763-783
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• 2015

Online customer reviews (i.e., electronic word-of-mouth) has gained considerable interest over the past years. However, a knowledge gap exists in explaining the mechanisms among the factors that determine the product sales in online retailing environment. To fill the gap, this study adopts a principal-agent perspective to investigate the effect of customer reviews and customer incentives on product sales in online retail stores. Two customer review factors (i.e., average review ratings and the number of reviews) and two customer incentive factors (i.e., price discounts and special shipping offers) are used to predict product sales in regression analysis. The sales ranking data collected from the video game titles at Amazon.com are used to analyze the direct effects of the four factors and the interaction effects between customer review and customer incentive factors to product sales. Result reveals that most relationships exist as hypothesized. The findings support both the direct and interaction effects of customer reviews and incentive factors on product sales. Based on the findings, discussions are provided with regard to the academic and practical contributions.

• 한국유통학회지:유통연구
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• 제13권3호
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• pp.79-99
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• 2008

서비스 마케팅 분야에서 고객의 자발적 행동에 대한 학문적 관심이 증가하고 있다. 반면, 서비스 전달에서 고객의 참여와 협조가 중요해진 소매점에서는 이 분야에 대한 연구가 많지 않아 연구의 공백이 상당하다. 이 연구는 소매점 고객을 대상으로 지각된 가치와 고객만족이 자발적 행동의도에 미치는 영향을 규명하고자 하였다. 재래시장과 대형 마트를 이용하는 고객 680명을 대상으로 실증 분석만 결과, 고객의 지각된 가치는 고객만족과 자발적 행동의도에 정의 영향을 미치는 것으로 나타났다. 이상의 연구결과를 바탕으로 연구의 시사점을 제시하였고, 연구의 한계점과 미래 연구방향을 제시하였다.

• 산업공학
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• 제22권3호
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• pp.234-242
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• 2009

It is most important for distribution center in retail business to delivery commodities in a timely manner. Accordingly, many companies try to make distribution center effective using the Warehouse Management System(WMS) integrated legacy system. Also, the Customer Relationship Management(CRM) is the most typical paradigm in management lately. Even though the WMS and CRM are independent system of each other, WMS, coupled with CRM makes customer satisfied more effectively. In this paper, we proposed the methodology for inventory location after analyzing and applying customer buying pattern data in the CRM through the MBA(Market Basket Analysis), which is part of data mining. We used an example modeling a real distribution center in retail through a 3D simulation tool and examined correlation between commodities using customer buying pattern. After that, we applied it to the inventory location system through the MBA in an example. Finally, we identified decrease in the time for picking, which is the majority of distribution center. Besides, we proposed a simulation methodology before applying new methodology. Consequently, it removes potential errors in advance and makes a optimized inventory location system.

• 한국의류학회지
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• 제31권7호
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• pp.1107-1118
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• 2007

Relationship marketing research has traditionally focused on the relationship among customer satisfaction, trust, and customer commitment, while assuming that the causal relationship of customer $satisfaction{\rightarrow}trust{\rightarrow}commitment$ is well understand. However, recently many scholars argue that customer satisfaction, trust, commitment can not explain long-term orientation fully, and suggest the need for more extensive researches investigating the determinants of long-term relational retention. The purpose of this study was to explained the relationship development process through the mediation effect of contact intensity and relationship termination cost between customer satisfaction and trust, and between trust and commitment, and an analysis the causal relationship among these variables. The results were as follows. First, the customer satisfaction had both direct and indirect effects on trust mediated by contact intensity. Second, the trust had both direct and indirect effects on commitment mediated by relationship termination cost. Third, the commitment influenced long-term orientation. Finally, the empirical results confirmed that the model add to the concept of mediation with contact intensity and relationship termination cost plays a strong, central role in explaining relationship development process between customer and fashion retail stores.

• Asia pacific journal of information systems
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• 제33권3호
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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.

• 복식
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• 제61권1호
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• pp.34-46
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• 2011

The purposes of this study are to classify apparel service quality elements using the Kano's model, and to identify how much service quality can increase the degree of customer satisfaction when the service quality is fully fulfilled. Women over 20 years-old from metropolitan areas participated in the study. Data from 254 questionnaires were used for the statistical analysis. The results were as follows: First, 17 service quality elements were categorized into one-dimensional quality which could lead to both satisfaction and dissatisfaction, and 3 services quality elements were categorized into indifferent quality which neither result in satisfaction nor dissatisfaction. Second, potential customer satisfaction improvement(PCSI) Index was developed using Kano model and CS coeffient. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in fashion retail store.

• 한국의류학회지
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• 제24권8호
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• pp.1230-1241
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• 2000

The purpose of this paper is to deeply understand the developing of long-term relationship between salesperson and customer through analyzing of various literature. Salespersons are important due to their forefront position in retailing setting. They are called \"relationship manger\" due to their function of controlling service quality. Therefore understanding the salesperson-customer relationship is critical in retail environment. To accomplish the purpose of this paper, at first, the concept of relationship marketing and the domain of relationship marketing is examined. Then long-term relationship is studied through existing study on buyer-seller relationship. Anticipation of future interaction or long-term relationship orientation is generated from antecedent variables through mediating variables. Though previous studies ignored developing status of long-term relationship, developing status must be captured to thoroughly understand interpersonal relationship. Implication for relationship marketing theory and research are discussed related to clothing retail setting.l setting.