• Title/Summary/Keyword: Online Shopping Malls

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An Empirical Study on the Effects of Emotional Labor on Job Burnout and Customer Orientation -Focused on Online Shopping Mall Call Center Counselor- (감정노동이 직무소진과 고객지향성에 미치는 영향에 관한 실증연구 -온라인쇼핑몰 콜센터 상담사를 중심으로-)

  • Lee, Byung-Kee;Yang, Dong-Woo
    • The Journal of the Korea Contents Association
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    • v.19 no.4
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    • pp.621-637
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    • 2019
  • This study verifies the impact of emotional labor of online shopping mall call center counselor on customer orientation and the medium effect of job burnout. The study targets call center counselors from four companies that operate online shopping malls, and 271 copies are used for final data analysis. The results are as follows. First, deep action, a subfactor of emotional labor, has shown to have a significant positive effect on customer orientation. Second, the deep action of emotional labor has shown to have a negative effect on depersonalization and reduced personal accomplishment, while the surface action has a positive effect on job exhaustion and depersonalization. Third, deep action of emotional labor is found to increase customer orientation through depersonalization and reduced personal achievement, which are sub-factors of job burnout, while surface action of emotional labor is mediated by depersonalization, lowering customer orientation. The results of this study confirm that it is necessary to increase deep action and reduce job burn-out in order to improve customer orientation. Also, it is meaningful that the study verifies the role and the mediating effect of job burn-out.

Machine Learning Model for Recommending Products and Estimating Sales Prices of Reverse Direct Purchase (역직구 상품 추천 및 판매가 추정을 위한 머신러닝 모델)

  • Kyu Ik Kim;Berdibayev Yergali;Soo Hyung Kim;Jin Suk Kim
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.46 no.2
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    • pp.176-182
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    • 2023
  • With about 80% of the global economy expected to shift to the global market by 2030, exports of reverse direct purchase products, in which foreign consumers purchase products from online shopping malls in Korea, are growing 55% annually. As of 2021, sales of reverse direct purchases in South Korea increased 50.6% from the previous year, surpassing 40 million. In order for domestic SMEs(Small and medium sized enterprises) to enter overseas markets, it is important to come up with export strategies based on various market analysis information, but for domestic small and medium-sized sellers, entry barriers are high, such as lack of information on overseas markets and difficulty in selecting local preferred products and determining competitive sales prices. This study develops an AI-based product recommendation and sales price estimation model to collect and analyze global shopping malls and product trends to provide marketing information that presents promising and appropriate product sales prices to small and medium-sized sellers who have difficulty collecting global market information. The product recommendation model is based on the LTR (Learning To Rank) methodology. As a result of comparing performance with nDCG, the Pair-wise-based XGBoost-LambdaMART Model was measured to be excellent. The sales price estimation model uses a regression algorithm. According to the R-Squared value, the Light Gradient Boosting Machine performs best in this model.

The Influences of Consumer's Brand Attitude on Brand Clothes Purchasing Behavior in On-line Mall (소비자의 브랜드 태도가 인터넷 브랜드 의류 구매행동에 미치는 영향)

  • Ji, Hye-Kyung
    • Journal of the Korean Society of Costume
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    • v.62 no.5
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    • pp.171-180
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    • 2012
  • Purchasing behavior of brand clothes in internet shopping mall is largely used on the purpose of having a good quality of clothing, price advantage and shopping efficiency. This study aims to find out consumer's evaluation on the properties of brand clothes in internet shopping mall according to consumer's brand attitude(brand identification and brand pursue value). The influences consumers' evaluation of the properties of brand clothes on the purchase satisfaction and off-line brand image evaluation were also investigated. This study surveyed male and female consumers in their 20s~40s for empirical analysis in August 2011 who have purchased brand clothing through internet shopping malls. The survey was conducted on 254 subjects who were selected through online convenience sampling. Data were analyzed by using SPSS for Windows 12.0, and descriptive statistics, reliability analysis, factor analysis, and regression analysis were done as well. The results are as follows. First, it was identified that consumers' brand identification and brand pursue value had significant influence on the evaluation of physical, functional, and expressional product properties. Second, it was identified that consumers' evaluation on the brand clothing properties significantly influenced on internet purchase satisfaction and brand image evaluation. Especially, expressive property of brand clothes appeared to be the most influential factor on purchase satisfaction and brand image evaluation. The results of this study will help clothing companies with prestigious brand names to administer the product qualities with differentiation policy from off-line sales and satisfy the consumer needs in internet shopping, hence enhancing the brand image of the company.

Surrogate Internet Shopping Malls: The Effects of Consumers' Perceived Risk and Product Evaluations on Country-of-Buying-Origin Image (망상대구점(网上代购店): 소비자감지풍험화산품평개대원산국형상적영향(消费者感知风险和产品评价对原产国形象的影响))

  • Lee, Hyun-Joung;Shin, So-Hyoun;Kim, Sang-Uk
    • Journal of Global Scholars of Marketing Science
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    • v.20 no.2
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    • pp.208-218
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    • 2010
  • Internet has grown fast and become one of the most important retail channels now. Various types of Internet retailers, hereafter etailers, have been introduced so far and as one type of Internet shopping mall, 'surrogate Internet shopping mall' has been prosperous and attracting consumers in the domestic market. Surrogate Internet shopping mall is a unique type of etailer that globally purchases well-known brand goods that are not imported in the market, completes delivery in the favor of individual buyers, and collects fees for these specific services. The consumers, who are usually interested in purchasing high-end and unique but not eligible brands, have difficulties to purchase these items overseas directly from the retailers or brands in other countries due to worries of payment failure and no address available for their usually domestic only delivery. In Korea, both numbers of surrogate Internet shopping malls and the magnitude of sales have been growing rapidly up to more than 430 active malls and 500 billion Korean won in 2008 since the population of consumers who want this agent shopping service is also expending. This etail business concept is originated from 'surrogate-mediated purchase' and this type of shopping agent has existed in many different forms and also in wide ranges of context level for quite a long time. As marketers face their individual buyers' representatives instead of a direct contact with them in many occasions, the impact of surrogate shoppers on consumer's decision making has been enormously important and many scholars have explored various range of agent's impact on consumer's purchase decisions in marketing and psychology field. However, not much rigorous research in the Internet commerce has been conveyed yet. Moreover, since as one of the shopping agent surrogate Internet shopping malls specifically connect overseas brands or retailers to domestic consumers, one specific character of the mall's, image of surrogate buying country, where surrogate purchases are conducted in, may play an important role to form consumers' attitude and purchase intention toward products. Furthermore it also possibly affects various dimensions of perceived risk in consumer's information processing. However, though tremendous researches have been carried exploring the effects of diverse dimensions of country of origin, related studies in Internet context has been rarely executed. There have been some studies that prove the positive impact of country of origin on consumer's evaluations as one of information clues in product manufacture descriptions, yet studies detecting the relationship between country image of surrogate buying origin and product evaluations rarely undertaken regarding this specific mall type. Thus, the authors have found it well-worth investigating in this specific retail channel and explored systematic relationships among focal constructs and elaborated their different paths. The authors have proven that country image of surrogate buying origin in the mall, where surrogate malls purchase products in and brings them from for buyers, not only has a positive effect on consumers' product evaluations including attitude and purchase intention but also has a negative effect on all three dimensions of perceived risk: product-related risk, shipping-related risk, and post-purchase risk. Specifically among all the perceived risk, product-related risk which is arisen from high uncertainty of product performance is most affected (${\beta}$= -.30) by negative country image of surrogate buying origin, and also shipping-related risk (${\beta}$= -.18) and post-purchase risk (${\beta}$= -.15) get influenced in order. Its direct effects on product attitude (${\beta}$= .10) and purchase intention (${\beta}$= .14) are also secured. Each of perceived risk dimension is proven to have a negative effect on purchase intention through product attitude as a mediator (${\beta}$= -.57: product-related risk ${\rightarrow}$ product attitude; ${\beta}$= -.24: shipping-related risk ${\rightarrow}$ product attitude; ${\beta}$= -.44: post-purchase risk ${\rightarrow}$ product attitude) as well. From the additional analysis, the paths of consumers' information processing are shown to be different based on their levels of product knowledge. While novice consumers with low level of knowledge consider only perceived risk important, expert consumers with high level of knowledge take both the country image, where surrogate services are conducted in, and perceived risk seriously to build their attitudes and formulate decisions toward products more delicately and systematically, which is in line with previous studies. This study suggests several pieces of academic and practical advice. Precisely, country image of surrogate buying origin does affect on consumer's risk perceptions and behavioral consequences. Therefore a careful selection of surrogate buying origin is recommended. Furthermore, reducing consumers' risk level is required to blossom this new type of retail business whether its consumer are novices or experts. Additionally, since consumer take different paths of elaborating information based on their knowledge levels, sophisticated marketing approaches to each group of consumers are required. For novice buyers strong devices for risk mitigation are needed to induce them to form better attitudes and for experts selections of better and advanced countries as surrogate buying origins are advised while endorsement strategy for the site might work as a reliable information clue to all consumers to mitigate the barriers to purchase goods online. The authors have also explained that the study suffers from some limitations, including generalizability. In future studies, tests of and comparisons among different types of etailers with relevant constructs are recommended to broaden the findings.

Understanding Offline Channel Expansion for Online Fashion Retailers and Channel Integration (온라인 패션 유통업체의 오프라인 채널 확장에 대한 소비자 평가와 채널 통합 수준)

  • Park, Shin Young;Lee, Yuri;Choi, Yun Jung
    • Journal of the Korean Society of Clothing and Textiles
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    • v.42 no.6
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    • pp.909-923
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    • 2018
  • Online retailers' offline channel expansion is rapidly growing as an important consumer incentive strategy, despite the enormous initial costs of establishing a store. This study focuses on the offline channel operation of online shopping malls, and examines the effects and influencing factors of the channel expansion strategy from a consumer perspective. In-depth interviews were conducted with ten customers in their 20s and 30s who had visited online retailers' stores or purchased products. Major issues were extracted based on the framework of a channel effect mechanism proposed by Cao and Li (2015). Subsequently, it was found that existing online retailers could enhance brand image and perception by expanding their channels to offline stores. It was also emphasized that the consumer trust on the quality of the product in offline stores is a key variable, and it has a significant influence on consumer's continuous purchase and revisit intention. This study showed that borderless channel integration was the most important task when expanding channels of online retailers. So it will be necessary to strive for an omni-channel strategy so that channel integration can be strategically executed and consumers can interact regardless of channels.

Multi-Agent System for On-line Bookstore Customers (온라인 서점 고객을 위한 멀티에이전트 시스템)

  • Kim, Jong-Wan;Kim, Sang-Dae
    • Journal of the Korean Institute of Intelligent Systems
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    • v.12 no.2
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    • pp.109-114
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    • 2002
  • E-commerce customers can reduce purchasing cost by the help of comparison shopping agents that collect price information of products in the shopping malls. However, user expects a software agent that can recommend product information satisfying various purchase conditions besides price. In this paper, we present a MAS (multi-agent system) which retrieves and recommends book information suitable for various user needs to realize an agent-based E-Commerce. We implemented and tested our MAS to help on-line bookstore customers. From the results, we could provide E-commerce customers various book purchase conditions for several online bookstores in real-time.

A Study on Revitalization Strategies for DongDaeMoon Fashion Retail Market (동대문 소매상권의 재활성화를 위한 전략연구)

  • Lim, Myung-Suh;Kim, Do-Yun;Lee, Moon-Kyu
    • Journal of Fashion Business
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    • v.14 no.4
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    • pp.41-57
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    • 2010
  • DongDaeMoon fashion retail market, or so-called the new western market, has been playing an important role in DongDaeMoon area's success from 1997 to early 2000's. However, the unique and successful fashion merchandising system of DongDeaMoon retail market has been seriously threatened by consumer need changes as well as by an increased competition from new types of retail stores such as discount stores and online shopping malls. Moreover, its performance has been deteriorated due to the increased number of undifferentiated, small and medium-sized retail stores within the area. In this paper, attempts are made in building revitalization strategies for DongDeaMoon fashion retail market on the basis of analyzing fast fashion and consumers. As results, we found that DongDaeMoon fashion retail market needs cooperated area management plan from related market members. This will help DongDaemoon's image change from deal-oriented market to relationship-oriented market with consumers. Through Focus Group interview, we found DongDeaMoon fashion retail market is confronted with insufficient shopping infrastructure and new challenge from global fast fashion brand. Moreover, to overcome this situation, consumers require repaired communication activities by DongDeaMoon fashion market members on consumer relationship management basis. At the end, this paper try to provide strategic implications for DongDeaMoon fashion retailers.

Relevance of Purchasing Equipment of Overseas Direct Purchase in Korea

  • Dong-Bin JEONG
    • East Asian Journal of Business Economics (EAJBE)
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    • v.11 no.3
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    • pp.11-25
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    • 2023
  • Purpose - The goal of this study is to grasp the current status of the latest overseas direct purchase trends and diversified consumption tendencies, and it can be used as basic quantitative data for selecting the overseas direct purchase market and establishing policies in the e-commerce industry. This study examines the relevance between purchasing equipment and four demographics. Traits of the underlying purchasing equipment are cell phones, tablet PCs and PCs & notebooks. Research design, data, and methodology -This survey was performed in 2021 on a total of 4,537 combined panel households covering 3,510 households and 191,027 additionally set in 2019 and approximately 10,800 household members. In particular, correspondence analysis is utilized to mine the relevance among the underlying variables. Result - It is proved that the underlying demographics except age are relevant to the purchasing equipment of online overseas shopping. Especially, cell phones are closely relevant '2 million-3 million won', jointly relevant to 'service and office work' and marginally to all other academic levels except graduate school or higher. Conclusion - Under intense competition, overseas direct purchase shopping malls should strive to provide not only price competitiveness but better service and customer value in order to continue to grow.

An Investigation on Expanding Co-occurrence Criteria in Association Rule Mining (연관규칙 마이닝에서의 동시성 기준 확장에 대한 연구)

  • Kim, Mi-Sung;Kim, Nam-Gyu;Ahn, Jae-Hyeon
    • Journal of Intelligence and Information Systems
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    • v.18 no.1
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    • pp.23-38
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    • 2012
  • There is a large difference between purchasing patterns in an online shopping mall and in an offline market. This difference may be caused mainly by the difference in accessibility of online and offline markets. It means that an interval between the initial purchasing decision and its realization appears to be relatively short in an online shopping mall, because a customer can make an order immediately. Because of the short interval between a purchasing decision and its realization, an online shopping mall transaction usually contains fewer items than that of an offline market. In an offline market, customers usually keep some items in mind and buy them all at once a few days after deciding to buy them, instead of buying each item individually and immediately. On the contrary, more than 70% of online shopping mall transactions contain only one item. This statistic implies that traditional data mining techniques cannot be directly applied to online market analysis, because hardly any association rules can survive with an acceptable level of Support because of too many Null Transactions. Most market basket analyses on online shopping mall transactions, therefore, have been performed by expanding the co-occurrence criteria of traditional association rule mining. While the traditional co-occurrence criteria defines items purchased in one transaction as concurrently purchased items, the expanded co-occurrence criteria regards items purchased by a customer during some predefined period (e.g., a day) as concurrently purchased items. In studies using expanded co-occurrence criteria, however, the criteria has been defined arbitrarily by researchers without any theoretical grounds or agreement. The lack of clear grounds of adopting a certain co-occurrence criteria degrades the reliability of the analytical results. Moreover, it is hard to derive new meaningful findings by combining the outcomes of previous individual studies. In this paper, we attempt to compare expanded co-occurrence criteria and propose a guideline for selecting an appropriate one. First of all, we compare the accuracy of association rules discovered according to various co-occurrence criteria. By doing this experiment we expect that we can provide a guideline for selecting appropriate co-occurrence criteria that corresponds to the purpose of the analysis. Additionally, we will perform similar experiments with several groups of customers that are segmented by each customer's average duration between orders. By this experiment, we attempt to discover the relationship between the optimal co-occurrence criteria and the customer's average duration between orders. Finally, by a series of experiments, we expect that we can provide basic guidelines for developing customized recommendation systems. Our experiments use a real dataset acquired from one of the largest internet shopping malls in Korea. We use 66,278 transactions of 3,847 customers conducted during the last two years. Overall results show that the accuracy of association rules of frequent shoppers (whose average duration between orders is relatively short) is higher than that of causal shoppers. In addition we discover that with frequent shoppers, the accuracy of association rules appears very high when the co-occurrence criteria of the training set corresponds to the validation set (i.e., target set). It implies that the co-occurrence criteria of frequent shoppers should be set according to the application purpose period. For example, an analyzer should use a day as a co-occurrence criterion if he/she wants to offer a coupon valid only for a day to potential customers who will use the coupon. On the contrary, an analyzer should use a month as a co-occurrence criterion if he/she wants to publish a coupon book that can be used for a month. In the case of causal shoppers, the accuracy of association rules appears to not be affected by the period of the application purposes. The accuracy of the causal shoppers' association rules becomes higher when the longer co-occurrence criterion has been adopted. It implies that an analyzer has to set the co-occurrence criterion for as long as possible, regardless of the application purpose period.

The Consumer Trust on e-WOM: In the Perspective of Seller Managed Web Review Boards (후기게시판 신뢰 요인 연구: 온라인 쇼핑몰 후기게시판을 중심으로)

  • Jang, Eun-Jin;Kim, Jeoung-Kun
    • The Journal of Information Systems
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    • v.20 no.4
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    • pp.233-254
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    • 2011
  • Although e-commerce is growing fast, e-commerce consumers are still under higher risk and uncertainty in the comparison of the traditional commerce's. Consumer review boards of online shopping malls are good measures to help buyer's decision making, and should be managed effectively by sellers. We formulate the research model on consumer trust formation on seller managed web review boards on the background of previous literatures on e-WOM and trust. Our data analysis with 368 samples shows seller's reputation, e-service quality, perceived reviewer's benevolence and ability have significant positive effect on the trustworthiness of the board. Product involvement shows weak negative moderation effect on the relationship between perceived reviewer's benevolence and trustworthiness of review boards.