• Journal of Fashion Business
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• v.7 no.4
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• pp.26-42
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• 2003

On-line clothes sale are on the increase, and the returns(for replacements or refunds) of the clothes are also increasing. Many studies on off-line consumers' complaints were made before, but few studies on the returns of clothes sold on-line have been made. From this viewpoint, this study was conducted to know what effect returns of clothes sold on-line have on their brands. Therefore, this study was first focused on the factors affecting complaint acts(return intention or return acts) such as lack of information and recognition of product, delivery errors and product defects concerning on-line sales, and second investigated the changes of buyers' attitude toward the brand following the their acts of returning the buyers, and third looked into the changes of on-line buyers' attitude toward the brand. The study is carried out by subdividing the objects of the study into return action(replacement, refundment) and purchasers who experienced return intention. Such experience is demonstratively analyzed to find how it has affected the attitude toward the brand. The study comes up with the following outcomes. First, the effect factor causing complaint action(return action, return intention) on-line is shown as the lack of the information and recognition of the product. Second, it is revealed that the effect factor causing complaint(return action, return intention) does not lie in an error in delivery or a defect of a product. Third, the positive response of a brand to a return action does not raise the repurchasing intention and positive attitude of purchasers who experienced returning a product, but lowers their private complaint action intention. Fourth, the repurchase intention of purchasers who experienced return intention for the brand is lowered, but their negative attitude and private complaint action intention is not raised.

• Journal of Digital Convergence
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• v.15 no.12
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• pp.159-167
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• 2017

The purpose of this study is to examine the effects of brand identity of coffee specialty stores on customer 's brand trust of customers, brand attachment, revisit intention, and word of mouth intention. A survey was conducted and 342 copies were used in the analysis of the structural equation model. As a result of the study, the brand identity was proved to have a positive effect on brand trust. In addition, brand trust has a positive effect on brand attachment, indicating that it affects affection on the brand depending on the degree of trust on the brand. Brand attachment had a positive influence on revisit intention and positive influence on word of mouth intention. Therefore, the proper construction of brand identity is linked to the acquisition of fixed customers by linking with the intention of repurchase, and it affects the profit generation of brand, so the brand manager can confirm that proper establishment of brand identity and marketing strategy should be set up.

• International Commerce and Information Review
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• v.9 no.4
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• pp.91-104
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• 2007

The recent stabilization of the Internet is now driving every aspect of life into an Internet presence. In the coming years, the Internet will see growth in numbers unlike the world has ever seen. The subject of this study is the Research Study on the Products Purchase Type of On-line Shopping Mall Buyer. Also, this paper is to examine the relations between customer satisfaction and intensity of repurchase intention and complaining behavior in on-line context. On-line shopping customer depths interview it led and the online afternotes trust evaluation dimension was discovered the of useful characteristic, intention characteristic, exaggerating characteristic and on-line afternotes with or without. From these results, this paper suggests effective marketing strategy to the marketer who plans to run on-line shopping mall in the near future and also to the marketer who plans to sell products through the on-line shopping mall.

• 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.

• Journal of the Korea Fashion and Costume Design Association
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• v.25 no.1
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• pp.49-63
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• 2023

The purpose of this study is to investigate the current status and motives of buying second-hand clothing among university students and to suggest a plan to activate second-hand clothing transactions. In order to discover the effect of the buying motives on the purchasing of second-hand clothing, 112 university students who have purchased second-hand clothing over the past six months were surveyed and their responses were used for analysis. As a result of the analysis, it was found that design differentiation, habitual use, and economical factors had a meaningful effect on the purchase of second-hand clothes. Second-hand clothes have a positive environmental perception, but that perception did not impact the purchasing of second-hand clothes. It is necessary to raise the awareness and social movement around second-hand clothing and teach consumers the environmental benefits and sustainability of second-hand clothing. An activation plan for the second-hand clothing market is: 1. Proposes various market subdivisions that meet the characteristics and tastes of consumers that lead to the purchase of used clothing. In this study, two economic factors were found among the buying motives. The first is purchasing second-hand clothing at a very low price, and the second is finding luxurious expensive items or unique values at a lower price. Therefore, it is necessary to find various markets segments that suit consumer tastes by checking consumer characteristics and detailed factors. 2. Nurture second-hand clothing processing brands for the diversification of the second-hand clothing market. 3. There is an urgent need for quality classification, quality assurance, and the standardization of second-hand clothing. This study is meaningful in that it explored the possibility of having a positive effect on activating the second-hand clothing market.

• International Commerce and Information Review
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• v.16 no.4
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• pp.227-243
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• 2014

Vietnam has a population of about 1% of the current annual growth rate of young population is more than half of the total population has the potential to be a total purchase. Vietnam as consumers to choose Korea cosmetics, attach importance to quality, reliability, origin and prefer excellent to high quality, functional and be relieved as the brand of the developed countries. Korean cosmetics are getting very popular and it is among the five largest exporter of cosmetics to Vietnam and raising the name proudly in current. In this study, the north of Vietnam (Ha noi, Bac Ninh, Hai Duong, Hai Phong, Phu Tho), a resident of 20-60 as consumers. Survey research method has adopted the Internet and Survey period was from September 2013 to May 2014 was performed. As a result, the total 163 respondents was obtained. The study provides useful information for people hopes to advance through the Vietnam or companies, entered the cosmetics.

• Korean Business Review
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• v.21 no.2
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• pp.171-194
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• 2008

In this study, specific review for the recent trend both in technical parts and the contents of IFE will be revealed. At the same time, how the passenger's satisfaction on IFE will lead to make an intention of repurchase and create the transmission of positive feed backs on the concerned airline has been thoroughly studied. In order to do the above, 250 air traveling passengers has participated the survey and 235 survey forms has been analyzed by Multiple Regression Analysis. According to the analysis, the physical environmental Improvement in aircraft system helps to Increase the satisfaction degree on IFE. The convenience is revealed as the most effective factor in the satisfaction degree on IFE while the atmosphere and design is regarded as the similarly Important factor. The contents of IFE are obviously affecting the satisfaction degree in positive side. Consequently, the customers' satisfaction on IFE positively affects to the repurchase intention especially to the transmission of the feed back.

• Journal of information and communication convergence engineering
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• v.12 no.4
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• pp.257-262
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• 2014

Meta-analysis is a statistical integration method that delivers an opportunity to overview the entire result by integrating and analyzing many quantitative research results. This study will find meaningful mediator variables for criterion variables that affect purchase and repurchase intentions in e-commerce, on the basis of the results of a meta-analysis. We reviewed a total of 114 e-commerce studies published in Korean journals between 2000 and 2014, where a cause and effect relationship is established between variables that are specified in the conceptual model of this study. In this meta-analysis, the path between trust and purchase intention showed the biggest effect size. The second biggest effect size was found in the path between commitment and purchase intention, while the smallest one was obtained with perceived. Thus, we present the theoretical and practical implications of these results and discuss the differences among these results through a comparative analysis with previous studies.

• Knowledge Management Research
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• v.9 no.2
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• pp.129-146
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• 2008

Customers' evaluation of Website with satisfaction is critical in electroniccommerce. Previous research has studied in a distinct approach; especially IT oriented constructs-perceived usefulness, easy of use and marketing oriented constructs-product, shopping experience, service quality. Despite those important previous studies regarding the usage and the purchase of goods and services, how consumers are satisfied and why consumers leave Web sites without purchasing have not been extensively researched. This study explored those determinants of consumer satisfaction with Web site using expectation-disconfirmation theory (EDT). The present paper extends the range of EDT from antecedents of expectation to consequence of satisfaction. The result suggests that experience and familiarity has an impact on expectation as well as perceived performance and satisfaction. Second, higher expectation makes a negative impact on disconfirmation of expectation. Third, positive disconfirmation of expectation makes a positive impact on satisfaction. Forth. satisfaction produces loyalty and repurchasing intention. Finally, loyal customer has stronger intention to repurchase than satisfied customer.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.61-79
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• 2005

A critical incident technique(CIT) was employed to show the results of empirical findings regarding hotel services. The major purpose of this study was to describe and analyze service failures from the customers' point of view and thus suggest strategic implications for hotel service providers. Four-hundred sixteen service failure anecdotes from hotel customers were classified using Hoffman et al.'s(1995) approach. The CIT data showed the three major categories and eleven sub-categories and revealed that, in general, tangible recovery(e.g., upgrade, free meal, discount) was more effective than intangible one(e.g., explanation, canned apology, manager's apology). Interestingly, however, sincere apology seemed to be a better recovery strategy than other types of tangible recovery. Furthermore, the results showed that severity of service failure had its own impact on customers' perception regarding hotel's service recovery efforts. In particular, irrespective of service recovery, severity of service problem was negatively related to intention to repurchase. Managerial implications and future research agenda was also discussed.