• Culinary science and hospitality research
• /
• v.22 no.7
• /
• pp.267-280
• /
• 2016

Customer Experience Management (CEM) appeared as a complementary solution to overcome CRM limitations. CEM enhances profitability through building long-term relations with customers by understanding their experiences. This study aims at investigating the impact of customer experience quality on the willingness to pay more through customer satisfaction in the hotel businesses. The survey for this study was carried out on customers who had domestic hotel experience s within the last 6 months. Out of the 306 questionnaires retrieved, 225 valid responses were used for the empirical analysis that utilizied the statistical package programs SPSS 18.0 and AMOS 18.0. The research findings may be summarized as follows. First, as an outcome of the research hypothesis that each component of customer experience management would influence satisfaction, 'the peace of mind' & 'the moment of truth' were shown to have a significantly positive (+) impact on it. On the other hand, 'the product experience' was shown not to significantly influence it in a positive (+) way. Second, as an outcome of the research hypothesis that satisfaction would influence willingness to pay more. From the findings of the study, theoretical implications are as follows. It can be predicted that customer experience management will likely make customers more profitable because customers are willing to pay more with a sense of loyalty built through satisfaction of the hotel industry. In the practical implications, the dimension of experience quality examined by the study can be used as an index to measure and manage customer experience in the hotel industry.

• Asia Marketing Journal
• /
• v.10 no.2
• /
• pp.99-123
• /
• 2008

Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests that both functional values and hedonic values should be included in developing the index of consumer satisfactions. The purpose of our study is to investigate the relationship between shopping value and consumer satisfaction, and actual patronage behavior. Shopping values is defined as the difference between total benefits and total shopping costs. Total benefits include the dimensions of product quality, service quality, and hedonic benefits. Total costs are classified as the monetary costs and non-monetary cost. The conceptual framework developed for this empirical study is as follows.

• Journal of Global Scholars of Marketing Science
• /
• v.14
• /
• pp.101-124
• /
• 2004

This study is to investigate structure relationship between factors influencing or mediating store loyalty in service encounter. The result of study suggests salesperson's voluntary service has an effect on store loyalty through interpersonal relationship and store satisfaction. On the other hand, nonvoluntary service doesn't statistically influence interpersonal relationship but influences store loyalty through store satisfaction. Interestingly this results shows that store loyalty is consisted of cognitive loyalty, affective loyalty, intentional loyalty, and behavioral loyalty and each loyalty have an affect in sequence each other. Managerial implications on research result is followed as first, as an evaluation method of salesperson, it is useful to evaluate salesperson's behavioral performance. second, to build store loyalty, it must make an effort for marketer to differentiate through store promotion in terms of customer's cognitive perspectives. It is meaningful for these results to apply to current retailing situations practically.

• Journal of Information Management
• /
• v.41 no.3
• /
• pp.45-66
• /
• 2010

The purpose of this study is to develop service quality measurement model(DL-SQI model) which are able to measure objectively service quality of digital libraries in Korea and to measure user perceived service quality performance with DL-SQI model. This study also investigates the influence of service quality on customer satisfaction and customer loyalty. Before measurement, two principal rules and indicator formula were made to measure the service quality. Finally service quality of three digital libraries selected as samples was measured and analyzed in various points of view. It was developed a DL-SQI Consequences Model and testified it through path analysis using structural equation model.

• Proceedings of the Korea Society for Industrial Systems Conference
• /
• 2008.10b
• /
• pp.530-536
• /
• 2008

User Generated Content(이하 UGC)는 웹사이트 이용자에 의해 생산된 콘텐츠를 일컫는 말로, 미디어 조직에 속하지 않은 일반인들의 비직업적 활동의 산물로서 웹 공간에 공표한 콘텐츠를 의미한다. 본 연구는 UGC가 활성화되기 위해서 풀어야 할 과제를 도출하고, 도출된 요인을 바탕으로 개선된 형태의 UGC 웹 서비스 품질(Web Service Quality)의 최적화된 모형을 제시하고자 한다. UGC 웹서비스 품질은 정보성, 디자인, 통신환경, 커뮤니티, 실재감, 보안성 등의 6가지 요인으로 나누어 고객 만족도와 고객 충성도에 미치는 영향을 조사하였고, 고객 만족도와 고객 충성도 간에 매개 변수로서 관여도를 두어 고객 만족도와 고객 충성도간의 영향 요인을 온라인상 UGC 사용 및 이용 경험이 있는 사용자 총 355명을 대상으로 설문조사를 통해 연구하였다. 연구 결과, UGC 웹서비스 품질 요인으로 정보성, 디자인, 통신환경, 커뮤니티, 실재감, 보안성은 모두 고객 만족도에 직접적인 영향을 미치는 것으로 밝혀졌다. 고객 만족도는 고객 충성도에 유의한 영향을 미치고 있었으며, 고객 만족도 또한 관여도에 영향을 미친다. 매개 변수로서 관여도는 고객 충성도에 유의한 영향을 미치고 있는 것으로 나타났다.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.2
• /
• pp.1101-1109
• /
• 2021

Nowadays, quality affects product or service performance and customer loyalty in the competitive business' environment. This is truly important when it comes to how the customer interprets the service's satisfaction and the judgment of the purchase process as a whole, in view of the fact that service quality is an abstract and elusive construction due to the three characteristics of services: intangibility, heterogeneity, and inseparability of output and consumption. The main purpose of this paper is to determine the hotel service quality using the Fuzzy Analytic Hierarchy Process (FAHP) and SERVQUAL method. In this study, a five-star hotel's real case is considered in evaluating the service quality criteria. The results revealed that Tangibles and Assurance are the most critical service quality criteria in the hotel industry. Accurate records, service consistency, Necessary arrangements for disabled people, Service flexibility to guests' demands, and Providing the services at the time it promises are the most influencing sub-criteria of service quality. These findings indicate that hotels should concentrate on sequentially and organized priority factors to enhance service quality. This method of service quality assessment may also aid in distinguishing between hotels. Finally, as a future direction, more additional parameters can be used as a potential guide in our proposed model for the dynamic decision-making approach.

• The Journal of Industrial Distribution & Business
• /
• v.14 no.1
• /
• pp.49-56
• /
• 2023

Purpose: This research aims to explore the impact of fashion marketing on the sales of luxury brand items and to identify the strategies that can be used to market luxury fashion items successfully, addressing the research gap of how fashion marketing can lead to increased sales, customer loyalty, and satisfaction for luxury brand items. Research design, data and methodology: The present study conducted the method of the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) which is a reporting guideline for methodical assessments and meta-analyses. It offers a consistent approach for conducting and reporting these types of studies, which can help to improve their quality and transparency. Results: The findings indicated that fashion marketing can positively impact luxury brand sales. It can significantly increase the number of luxury brand purchases. the presence of the quality label increased the participants' purchase intention and attitude towards the brand, suggesting that the quality label can create a positive perception of the brand and increase the likelihood of purchasing. Conclusions: This research concludes that fashion marketing can have a positive effect on improved customer recognition of the brand. Thus, companies should focus on developing campaigns that capture the attention of potential consumers, creating an emotional connection with them.

• The Journal of Economics, Marketing and Management
• /
• v.12 no.1
• /
• pp.29-38
• /
• 2024

Purpose: The purpose of this study is to explore the perceptions of millennials and Generation Z regarding AI applications in marketing, an area that has been rarely explored in previous researches. This study formulated research questions how millennials and Generation Z perceive the impact of brand image, AI-assistant customer service, affective factor, immersive experience, cognitive factor social factor and competitiveness of products and brands on overall attitude through the lens of AI applications in marketing. Additionally, this study also explored the influence of overall attitudes on satisfaction, intention to use, and loyalty towards AI applications. Research design, data and methodology: To gather data, this study employed an online survey conducted in collaboration with a reputable research organization. This study utilized factor analysis, ANOVA, and regression analysis for data analysis. Results: The findings revealed that the impact of brand image, AI-assistant customer service, and competitiveness on attitude demonstrated significance in both millennials and generation Z cohorts. The study identified that cognitive and social factors significantly influenced attitudes among millennials, whereas affective and immersive experiences showed significance in influencing attitudes among Generation Z. Conclusions: The findings offer valuable managerial implications, shedding light on the application of AI in marketing with distinct perspectives between millennials and Generation Z.

• The Journal of the Korea Contents Association
• /
• v.19 no.10
• /
• pp.341-352
• /
• 2019

Recently, as cultural projects are being carried out in various ways, the interest in the space where culture and arts can be provided is also increasing. Therefore, this study selected and analyzed F1963 in Busan. The purpose of this study is to examine the effects of brand asset factors of brand image, brand awareness, brand asset awareness, and loyalty on customer satisfaction and community development of brand asset in complex cultural space and to examine whether customer satisfaction has a mediating effect on the relationship between brand asset in complex cultural space and community development. As a result of the analysis, brand asset of complex cultural space had a positive effect on the satisfaction of users. Also, brand asset of complex cultural space has a positive effect on community development. The satisfaction that users get from the complex cultural space has a mediating effect on the influence of brand asset of the complex cultural space itself on the community development. The implications of this study suggest that complex cultural space plays an important role in the region, and it is necessary for local communities and local governments to brand complex cultural space through diversity of cultural and artistic activities.

• Journal of dental hygiene science
• /
• v.13 no.3
• /
• pp.246-253
• /
• 2013

The present study was carried out to evaluate the impacts of the qualities of dental medical services on service value, consumer satisfaction and consumer loyalty for 221 patients who visited 17 dental hospitals or clinics located in Busan and Ulsan using questionnaires and obtained the following conclusion. By gender, males had higher perceptions of para-language than females did in the qualities of the dental medical services, and by the level of education, college students and university graduates had higher perceptions of body language and physical appearance. Scores of service value, consumer satisfaction and customer loyalty were higher in males, college students and university graduates, and married patients, but those were not statistically significant. It turned out that the qualities of the dental medical services were correlated with service value, consumer satisfaction and consumer loyalty. As the perception of para-linguistic and verbal communication in the qualities of the medical services increased, service value increased; as the perception of verbal communication and physical appearance increased, consumer satisfaction increased; and as the perception of verbal communication, physical appearance and body language increased, consumer loyalty increased. To sum up the above findings, the qualities of dental medical services influence service value, consumer satisfaction and consumer loyalty, so in the future, it will be necessary to study quality dental medical services with which patients are satisfied.