• 간호행정학회지
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• 제17권1호
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• pp.5-13
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• 2011

Purpose: The purpose of this study was to examine the effect of patient perception of the switching cost and negative word of mouth on revisit intention of patients in out-patient departments (OPDs) of general hospitals. Method: The participants were 306 patients in general hospital, selected through convenience sampling. Data were collected using a structured questionnaire and analyzed using descriptive statistics, Spearman correlation coefficient, and logistic regression with SPSS Win. Results: Relational switching cost was positively correlated with revisit intention (r=.58, p=<.001), but not financial switching cost or procedural switching cost. Negative word of mouth was negatively correlated with revisit intention (r=-.22, p=<.001). The significant predictors influencing revisit intention in patients was relational switching cost. Conclusion: The findings of this study suggest that hospital and nursing managers should seek to bolster perceptions of switching costs and negative word of mouth, which subsequently increases revisit intentions in small hospitals located in the country as well as urban large hospitals.

• Asia Marketing Journal
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• 제22권3호
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• pp.1-28
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• 2020

With the development of information and communication technology and spread of smart devices, online information exchange has become a daily routine. Accordingly, the management and utilization of online word of mouth (WOM) has become an important issue for companies. Numerous studies have examined the impact of online WOM on firm performance. This study analyzes the impact of negative word of mouth (NWOM) on firm value, considering the influence of corporate social responsibility (CSR) activity and research and development (R&D) investment. Using a hierarchical linear model, we find that 1) NWOM has a negative impact on firm value, 2) CSR activities do not significantly influence this impact, and 3) R&D investment reduces this negative impact. This study contributes by demonstrating the effect of NWOM on firm value, examining the influence of CSR activities and R&D investment on the impact of NWOM, and confirming that the hierarchical linear model can be applied effectively to panel data in empirical studies. As a practical implication, companies must prevent and manage NWOM, whose impact, when caused by an unavoidable incident, can be alleviated by proactively announcing that the company is striving for competitiveness, for instance, by investing in R&D.

• International Journal of Contents
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• 제8권3호
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• pp.71-78
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• 2012

The emergence of the Internet has provided a new outlet for consumers who experience service failure from products and services, augmenting the traditional options of entry, voice and action. Consumers' negative word of mouth through online (word-of-mouse or eWOM) far exceeds traditional word of mouth (WOM) in respect of its potential effectiveness, speed and spread. This paper tries to figure out the service failure themes in the health care industry by analyzing online word-of-mouse using the critical incidents technique (CIT). Complaint themes in the area of healthcare are identified and analyzed. The results identify that major complaint theme differed according to the site type. Also, the findings indicate that delivery and customer services are critical issues when consumer makes negative WOM.

• 패션비즈니스
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• 제13권4호
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• pp.51-59
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• 2009

The purpose of this research is to investigate the influences of service experience and brand reputation on intention by word of mouth(WOM) when consumers get experiences at beauty salon. We made 2(valence of service experience: positive/negative) ${\times}$ 2(brand reputation level: high/low) subjects experimental design in order to find reason that there is a significant difference of intention by word of the mouth between positive experience condition and negative experience condition. Also we tried to find the interaction of two factors. To test our hypothesis, an experiment was performed on 68 university students in seoul area. Specifically, we used 2-way ANOVA and planned contrast method through SPSS 12.0 procedure. As a result, a two-way ANOVA demonstrated a significant main effect of service experience, which means that people more intend to make WOM when they experience a negative service than a positive service. Also the ANOVA showed a significant interaction effect between service experience and brand reputation, which represents that people more intend to make WOM for high-reputed(low-reputed) brand than low-reputed(high-reputed) brand when they encounter negative(positive) services.

• 한국컴퓨터정보학회논문지
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• 제28권10호
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• pp.229-239
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• 2023

본 연구는 알고리즘 기반 가격차별이 부정적 입소문(NWOM)에 미치는 영향을 규명하는 것을 목표로 하며 귀인 이론을 통해 살펴본다. 또한, 고의귀속과 부정적 감정의 매개 효과과 가격 민감도의 조절 효과도 검토한다. 이를 위해 772명의 항공권을 구매한 소비자들이 설문 조사를 완료하였고, 수집된 자료는 SPSS 27.0 및 AMOS 24.0 소프트웨어를 이용하여 분석 및 검증되었다. 연구 결과는 알고리즘 기반 가격차별이 고의귀속, 부정적 감정 및 NWOM에 유의한 긍정적 영향을 미치는 것을 보여준다. 특히, 고의귀속와 부정적 감정이 알고리즘 기반 가격차별과 NWOM 간의 관계를 매개하고, 가격 민감도는 부정적 감정과 NWOM 간의 관계를 긍정적으로 조절한다. 따라서 기업들은 소비자들의 부정적인 감정을 완화하고 긍정적 입소문을 강화하기 위해 마케팅 전략에서 알고리즘의 세부 내용을 투명하게 공개하는 것을 고려해야 하며, 가격 민감도에 따라 대상 소비자들에게 맞춤형 전략을 시행해야 한다.

• 경영과정보연구
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• 제35권1호
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• pp.69-84
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• 2016

본 연구는 목적인 소비자의 구전제약요인과 구전과의 관계를 여가제약 이론을 바탕으로 구전제약요인들과 이에 대한 협상노력이 몰입과 구전의도와 관계를 살펴보기 위한 연구모형을 설정하였으며, 변수들 간의 관계를 실증적으로 검증하였으며, 연구결과를 요약하면 다음과 같다. 가설을 검증한 결과 2개의 가설(가설 1, 가설 5)을 제외하고 모든 가설이 채택되었다. 이에 대한 구체적인 결과는 다음과 같다. 첫 번째, 내재적제약이 구전제약 요인이 구전제약 협상노력에 미치는 영향을 살펴보면 다음과 같다. 대인적제약과 구조적제약은 구전제약 협상노력에 정(+)의 영향을 미치고 있으며, 내재적 제약의 경우 음(-)의 영향을 미치는 것으로 나타나 가설검증에서는 기각하였지만, 통계적으로는 유의한 것으로 나타났다. 두 번째, 구전제약 협상노력과 몰입 그리고 구전과의 구조적인 관계를 살펴보면 다음과 같다. 구전제약 협상노력은 몰입에 정(+)의 영향을 미치고 있지만, 구전에는 통계적으로 유의하지 않는 것으로 나타났다. 마지막으로 몰입은 구전에 정(+)의 영향을 미치는 것으로 나타나 매개역할을 하고 있음을 알 수 있다. 본 연구의 결과는 구전제약요인과 소비자의 몰입과 구전에 대한 종합적인 이해와 함께 중요한 이론적, 실무적 시사점을 제공할 것으로 기대된다.

• 국제지역연구
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• 제15권2호
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• pp.225-245
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• 2011

본 연구는 중국의 북경, 청도, 상해 등에 거주하는 대학생과 일반인을 대상으로 중국 소비자들의 공정성 차원 즉 분배 공정성, 절차 공정성, 상호작용 공정성과 부정적 감정, 회복 만족 및 행동의도(재구매 의도, 구전의도) 간의 상호 관련성을 연구하고자 하는 것이다. 또한 공정성 차원과 회복 만족 간의 관계에서 부정적 감정의 매개효과를 조사하는 것이다. 본 연구의 결과에 의하면, 공정성 차원 즉 분배 공정성, 절차 공정성 및 상호작용 공정성은 부정적 감정에 부의 영향을, 회복만족에 정의 영향을 미치는 것으로 나타났다. 둘째, 부정적 감정은 회복만족에 부의 영향을 미치는 것으로 나타났다. 셋째, 본 연구의 결과, 서비스 실패에 따른 회복 만족은 행동의도 즉 재구매 의도와 긍정적 구전의도에 정의 영향을 미치는 것으로 나타났다. 마지막으로 지각된 공정성 차원이 회복만족에 미치는 영향에 있어 부정적 감정의 매개효과를 검증한 결과, 부정적 감정은 공정성 차원 즉 분배 공정성, 절차 공정성 및 상호작용 공정성은 부정적 감정의 매개를 통해서 뿐만 아니라 직접적으로 회복만족에 미치는 것으로 나타났다. 본 논문은 서비스 실패에 따른 회복 과정에서 중국 소비자들의 구매행동을 이해하고, 이에 따른 할인점의 수익성 및 고객 유지 관리를 위한 전략 수립에 필요한 지식을 제공하고 있다.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.433-440
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• 2021

This study aims at testing word-of-mouth (WOM) by mediating positive and negative perceptions of purchase intention on low-cost carriers (LCC) flights in Indonesia. One of the communications mixes that airlines can carry out is WOM. WOM is a form of communication between passengers after using a flight. The formation of a positive perception of WOM is expected by airlines. If a positive perception of WOM has formed, a purchase intention will arise. The study population included LCC flight passengers in Indonesia, involving 387 respondents. For indicators and variables, validity and reliability tests were conducted using CFA, CR, and AVE tools. Sampling locations were Soekarno-Hatta and Kualanamu airports. Sample collection was obtained through purposive sampling, and the analytical tool used was structural equation modeling (SEM) with Lisrel. The results showed that WOM influenced purchase intention through positive and negative perceptions of WOM. It can be seen that a positive perception of WOM has a direct effect, while a negative perception of WOM has the opposite effect. In conclusion, the mediation of perceptions influences purchase intention, whether it in the same direction or the opposite ones. To conclude, WOM is an antecedent for it influences purchase intention.

• 한국도서관정보학회지
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• 제35권4호
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• pp.129-147
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• 2004

이 연구는 대구지역 공공도서관이용자 487명을 대상으로 설문지법을 이용하여 부정적 구전행동과 부정적 구전의도를 구분하여 각각에 영향을 미치는 선행요인을 실증적으로 분석하고자 시도하였다. 분석결과 불만족의 강도와 서비스의 중요성이 부정적 구전행동에 유의한 영향을 미치는 것으로 확인되었으며, 불만족의 강도와 불평태도, 서비스의 중요성, 불평비용, 충성도, 외적귀인이 부정적 구전의도에 유의한 영향을 미치는 것으로 분석되었다. 또한 추가분석결과 불평행동경험은 부정적 구전의도에 유의한 영향을 미치는 것으로 분석되었다.

• 한국병원경영학회지
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• 제27권3호
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• pp.1-14
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• 2022

Purposes: This purpose of this study was to check how much the online word of mouth influences on customer's hospital selection according to Kano's model. Methodology: Kano classified the attributes that affect customer's satisfaction into attractive, one-dimensional, indifferent, must-be, and reverse attributes. Among them, attractive and one-dimensional attributes make up the largest portion in hospital selection. Based on this, the influence of positive or negative online reviews on the selection of hospitals was investigated. Differentiated service was selected as the attractive attributes, and a kind, sufficient explanation was selected as the one-dimensional attributes. Then a questionnaire was conducted how much the positive or negative online reviews influence on hospital selection, respectively. It was conducted from August 7 to September 7, 2021 for medical consumers in their 20s and older who have used medical services for the past 3 years, and the final 142 questionnaires were analyzed. All data was analyzed by chi-square and two-way ANOVA using SPSS ver 25.0. Findings: The results showed that, in one-dimensional attributes, the difference between positive and negative reviews was not statistically significant, but in attractive attributes, positive and negative reviews showed a statistically significant difference. It suggests that positive reviews on attractive attributes had a greater influence on hospital selection. In terms of hospital selection, when the experimental participants were exposed to the positive reviews, the hospital selection ratio did not differ by Kano's attributes, but to the negative reviews it differed. The hospital selection ratio, even after they were exposed to negative reviews, was higher in the attractive attributes than in the one-dimensional attributes. Practical Implication: This study confirmed that hospital selection is influenced differently depending on the Kano's attributes and the direction of the reviews, and suggests that marketers should respond differently to each Kano's attributes when they deal with online reviews of hospitals.