• Journal of Convergence for Information Technology
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• v.11 no.9
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• pp.65-74
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• 2021

In this study, we further study the customer's positive emotion about the impact of different inherent service climate on the emotions and satisfaction of the customers who receive the service. Through this, the purpose was to present the direction of creating a service climate. As a research method, structural equation statistical analysis, such as measurement model analysis and structural model analysis, was performed using SmartPLS (v.3.2) for data collected in surveys. Looking at the research results, first, a company's service climate has a positive (+) impact on positive customer emotions: pleasure, pleasure, and happiness. This can be interpreted as an indication that creating a business climate for service is an important factor that elicits positive emotions from customers. Second, a company's service climate and positive customer emotion also have a positive impact on customer satisfaction. Finally, when a company's service climate affects customer satisfaction, happiness has the greatest mediating effect among several parameters. This demonstrated empirically that satisfying the happy feelings of customers is the most important of the company's service climate. Since this study is aimed at a small number of restaurant companies, there is a limit to generalizing the findings and applying them to all restaurant companies. Nevertheless, it is meaningful to study the emotions of positive customers when the service climate affects customer satisfaction, and we hope that the company's analysis of service climate will continue to improve customer satisfaction through various emotional analysis as well as positive factors.

• Culinary science and hospitality research
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• v.22 no.7
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• pp.47-57
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• 2016

This study was conducted to verify the relationships among the image of middle-low price chain hotels, service quality, consumption value, and customer emotion by using the AMOS 22.0 statistic package program. Confirmatory factor analysis and structural equation modeling methods employed for identifying the formulated hypothesis model. According to results, first, it is seen that the image of middle-low price chain hotels has positive effect on the service quality. Second, the image of middle-low price chain hotels has positive effect on the consumption value, and the consumption value has positive effect on the service quality. Third, the service quality does not have positive effect on the customer emotion. Last, the image of middle-low price chain hotels has positive effect on the customer emotion. In this study, we attempted to establish the management strategy device of middle-low price chain hotels by analyzing how the image of middle-low price chain hotels affect the service quality, consumption value, and customer emotion. As a result, when it comes to the service quality according to the image of middle-low price chain hotels, the conviction, in other words, the belief of the hotel staffs was the biggest one. In addition, when it comes to the consumption value according to the image of middle-low price chain hotels, the functional value, the kind service of the hotel staffs was seen as the highest satisfaction. More practical and theoretical implications for developing marketing strategy in context of middle-low price chain hotels has been suggested in conclusions.

• The Journal of the Korea Contents Association
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• v.2 no.1
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• pp.113-119
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• 2002

E-Biz. system must provide convenient and easy interface, efficient functions, and provides information and contents satisfying customers. To do this, many kinds of studies are being advanced actively about E-Biz. system using intelligent agent technology and efficient E-Biz. strategy. Also E-Biz. system score a lot of information and contents to get a efficient business activities and relationships between a company arid customers. To effectively adopt individual customer's preference and actively adapt change of business situation, we may consider individual user characteristics and emotion. This paper suggests E-Biz. system using intelligent agent technology based on user characteristics and emotion. This system can provide convenient user interface and improve customer royalty. In the results, it is found that proposed system is more efficient than existing systems about customer's preference.

• Proceedings of the Korean Society for Emotion and Sensibility Conference
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• 2000.11a
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• pp.52-61
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• 2000

본 연구의 궁극적인 목표는 효과적인 감성광고의 제작을 위하여 소비자의 감정에 관한 생리적 반응분석 결과를 광고제작자에게 제시할 수 있는 소비자 위주의 감성적 광고를 개발하는 것이다. 이번 연구는 기초 단계로서 감성과 관련한 소비자의 태도와 반응을 인지학적 접근을 통해 분석하고 이 모형을 개발하기 위한 연구이다.

• Journal of Information Technology Applications and Management
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• v.21 no.4
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• pp.35-50
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• 2014

This study examines the relationshipsbetween the antecedents of repurchase intention, with special interest in the role of appraisal emotion and recreation motivation for arts attendance. Appraisal emotion is found to have significant influence on perceived value while recreation motivation is found to directly influence appraisal emotion and perceived value. In a addition to customer satisfaction, peripheral service quality is the only factor that directly affectsrepurchase intention. Arts managers ought to focus on improving the whole experience of performing arts.

• The Journal of Information Systems
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• v.21 no.3
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• pp.117-136
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• 2012

Given to the prevalence of social commerce such as Groupon, Ticketmonster, and Coupang, it has become critical to understand customer purchasing behavior in social commerce environments. When consumers make purchasing decisions in social commerce, they often act impulsively. This is because social commerce is a deal-of-the-day website that features discounted gift certificates usable at local companies. However, the vast majority of social commerce research has viewed consumer decision-making as a rational process. This study develops a theoretical framework to investigate key drivers of customer's impulsive purchasing in social commerce. This study identifies flow, positive emotion, negative emotion, social commerce attractiveness, and discounted price as the key antecedents of impulsive purchasing. Data collected from 164 users who had prior purchasing experiences with social commerce were empirically tested against the research model using partial least squares analysis. The analysis results indicate that flow plays an important role in facilitating customers' impulsive purchasing in social commerce environments. Moreover, the findings show the exact roles of positive emotion, negative emotion, social commerce attractiveness, and discounted price on consumer's impulsive purchasing.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.28 no.9B
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• pp.806-812
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• 2003

The service providers of Internet have to work out a personalized contents service system focused on variety of customer's complex individuality. To effectively adopt individual customer's preference and actively adapt change of business situation, suppose an system of the service which emotional experience using emotional-based web design. In the experimental results, it is found that Internet service system implemented based on this idea is more effective than the existing systems in the view point of extension of customer's emotional satisfaction and visit duration time goes longer beyond that of the traditional systems.

• Journal of Global Scholars of Marketing Science
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• v.16 no.3
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• pp.1-16
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• 2006

Many financial service organizations use various types of penalties (e.g., late payment fee, overdraft fee), often inflicting customer complaints and, in extreme cases, attrition. This study examines how customers evaluate penalties using concepts from attribution theory and literatures of social justice and customer satisfaction/dissatisfaction. The study hypothesizes that both cognitive (i.e., attribution, perceived fairness, disconfirmation) and affective (i.e., emotion) responses influence customer's penalty judgment and tests the effect of moderation between attribution and perceived fairness on penalty judgment. The study uses a cross sectional survey design and collects data using the critical incident technique. The results show that attributions have significant moderating effects on the relationship between perceived fairness and dissatisfaction with the penalty and that perceived fairness, emotion, and attribution have a significant influence on penalty evaluation. The study provides discussion of the findings and managerial implications.

• Culinary science and hospitality research
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• v.21 no.3
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• pp.116-129
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• 2015

In order to maximize customer satisfaction and provide differentiated customer-oriented marketing strategies, it is important to understand the essence of consumer behavior and characteristics of their market segmentation. Therefore, this study explored the relationships among five different food-related lifestyle (i.e., health, fashion, taste, economy and safety oriented), positive emotion, and satisfaction. An analysis of 338 samples drawn from college students who visited coffeehouse at least once in the previous months was performed. The results revealed that, taste, economy, and safety oriented lifestyle significantly affected positive emotion, and positive emotion significantly affected satisfaction. The findings highlight the significant role of coffeehouse customer food-related lifestyle toward positive emotion in the formation of satisfaction, and therefore generate theoretical and practical implications for the coffeehouse industry.

• Proceedings of the Korean Society for Emotion and Sensibility Conference
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• 2008.10a
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• pp.74-77
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• 2008

Online shoppers are not able to try clothing on. Therefore, the pictures of clothing on the website play a significant role when shoppers make decision on their purchase. There are generally three different ways to show clothing at online shops. The first one is showing only clothing images, and the second one is showing the pictures that have actual fitting models wearing clothing on (In this case, Model's face is mostly not shown in the picture.), and the third is showing the pictures of professional fitting models who wear goods. The shopping malls adopt each of the different ways but little is known about affect on purchasing from these three ways. The aim of this study is to figure out how the online shopper's emotional status is affected by these three ways of presenting pictures of clothing. At first, we developed a set of adjective words of human emotion to set up the evaluation criteria for user's emotional status. Those adjectives are originally from the precedent research on human emotion. To cut 99 adjectives down to a proper number for the criteria, we conducted a preliminary survey, and finally, 5 adjectives are selected as appropriate criteria for evaluating users' emotional status while they are shopping. Those five adjectives are 'possess','sensual', 'unique', 'tasteful', and 'stylish'. Then, we conducted the main survey showing 10 kinds of cloth (each cloth was consist of 3 ways). And in the page of model images, we measured the model's preference for understanding the relation with customer's emotion criteria of the product. As a result of the test there was statistically significant difference between product only images and anonymous images, but there was no significant difference between anonymous images and model images. And the preference of the model and value of the emotion criteria have large correlation except 'unique' criteria. It is expected that the result in this study will help to build new marketing strategy which satisfy customers' emotion.