• Journal of Information Technology Applications and Management
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• v.20 no.3
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• pp.79-92
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• 2013

Word-of-mouths (WOMs) are now an important information source for purchase decision. Due to the advance in internet technology, people now can share online their consumption experience, both positive and negative, to others. The WOMs may diffuse to not only their friends but also enormous online users. When consumers dissatisfy the product or service, they may share the dissatisfactory experience to others as WOM, which may bring out discussions for the product or service. The discussions on the negative WOM may help to communicate the negative information to enormous others, which may damage the sale of the product or service. The diffusion and life cycle of negative WOM is an important issue for managers. However, few studies focus on it. Thus, the current study focuses on the discussion pattern and life cycle of negative WOMs by observing the 782 discussion articles in a large online community.

• The Journal of Industrial Distribution & Business
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• v.12 no.2
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• pp.19-27
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• 2021

Purpose: This study investigated the impact of key factors such as service quality, perceived benefit and brand familiarity on a consumer's intention to order online food delivery (OFD). In addition, mediating effect of electronic word of mouth (e-WOM) between relationships among selected key variables and OFD purchase intention is also assessed. Research design, data and methodology: This explanatory, quantitative study employed convenience sampling and collected data through online structured questionnaire from 304 respondents who are users of OFD apps based in greater Klang valley region of Malaysia. The data was then subjected to normality and reliability assessment followed by confirmatory factor analysis, validity assessment and structural equation modelling using IBM SPSS AMOS 24.0. Results: Findings revealed that service quality, perceived benefits and brand familiarity affects purchase intention positively and significantly. Perceived benefits demonstrated highest impact on purchase intention followed by brand familiarity and service quality. Findings also suggest that e-WOM fully mediates relationship between brand familiarity and purchase intention, however, the same was not observed for remaining two variables. Conclusions: The study has enriched OFD literature by investigating impact of selected key factors on purchase intention in the context of OFD. Implications, limitations and future research avenues are then discussed.

• Journal of Korea Game Society
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• v.11 no.6
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• pp.127-138
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• 2011

The creation and interchange of information through the Internet network forms online community and makes Social Network Game (SNG) as a new entertainment by grafting it onto the most popular online games. SNG means the service which amalgamates social network service (e.g., Facebook, Twitter, etc) strong points and the fun of online game. It promotes the intimacy of relation between the friends above social network service and the gaming amusement for users. The domestic SNG market is currently fast changing according to the smart environment which is quickly shifted. The existing online game field will continuously maintain a market size. SNOG will be more developed because it is competitive from the business perspective of managing cost and production cost when compares with the existing online game. In relation to Facebook, Twitter, etc. overseas SNS platform base SNOG service, the domestic competition for launching SNG is expected to heat up as NHN, Daum and SK Communication introduce open type SNS. This study examines the successful factors and strategy for domestic SNOG by studying the case of MapleStory Adventures successful possibility. The possible successful factors are combing SNS on the existing popular online game, marketing through the existing users, and solving the platform problem of a failure factor of NexonStar. This case study is expected to contribute to the domestic SNOG industry development by providing several implications for the successful factors and strategy of SNOG which will be continuously developed.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.16 no.4
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• pp.179-193
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• 2021

As pets such as dogs and cats have been accepted as family members and companions, calling them companion animals has become more and more common. As the trend of identifying companion animals with humans and treating them as members of a family is spreading, people are more concerned about food, health, and leisure for companion animals, searching for expensive products, and accelerating the growth of related businesses. This study collected data by conducting an online questionnaire targeting customers who visited online companion animal shopping malls. Data collected only for people who have purchased companion animals at least once in online shopping malls for companion animals were used for empirical analysis. Questionnaires from 205 people were collected, but a total of 198 copies were used for the analysis, excluding the questionnaire that gave an insincere response. The results are as follows. First, through exploratory factor analysis, it was confirmed that the service quality factors of the online shopping mall for companion animals consisted of four dimensions: communication-transaction, safe security, design, and information provision. Second, it was found that communication-transactions, information provision, design, and safe security, which are the service quality factors for companion animal online shopping malls, all have a significant positive (+) effect on customer satisfaction. Third, it was confirmed that customer satisfaction in online shopping malls for companion animals had a significant positive (+) effect on loyalty. Fourth, in the relationships between service quality factors (communication transaction, safety security, design, information provision) and loyalty of companion animal online shopping mall, it was confirmed that customer satisfaction has complete mediating effects.

• Information Systems Review
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• v.18 no.3
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• pp.97-110
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• 2016

Real estate brokerage app service is an emerging online-to-offline (O2O) business model. This study analyze the relationship between the satisfaction and reuse of real estate app services through a survey of experienced users of the application. The results show that "ease of use" and "usefulness" of the online app service positively affect customer satisfaction and eventually affects reuse. Moreover, ease of use and usefulness of the offline brokerage introduced by the application positively affects customer satisfaction and eventually affects reuse too. One meaningful finding is the stronger impact of usefulness on customer satisfaction than that of ease of use in both online and offline situations. This finding implies that the value of usefulness is bigger than that of ease of use because of users who purposely use the application to find relevant real estates. The effect of online customer satisfaction on reuse is slightly higher than that of offline. This finding suggests that need to develop a strategy for online applications that focuses on enhancing the usefulness of real estate brokerage app services in the O2O market.

• Journal of Distribution Science
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• v.15 no.8
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• pp.75-86
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• 2017

Purpose - The online-to-offline (O2O) business model has brought considerable changes to the traditional Chinese business model. The main difference between O2O and pure online consumption is that O2O offers a richer experience and word-of-mouth. it is easier to trigger online word-of-mouth. However, few scholars have been concerned about the impact of experiential value on customer satisfaction and online word-of-mouth (e-WOM) in the study of O2O. This study takes the O2O business model in China's catering industry as its research object and uses structural equation modelling to analyze the impact of online and offline experiential values on customer satisfaction and e-WOM. Research design, data, and methodology - According to previous researches, consumer experiential value is mainly divided into return on investment (economy and efficiency), service excellence, playfulness and aesthetics. According to the characteristics of O2O in China's catering industry, this study divides the online experience value into efficiency and economy (return on investment). The offline part is divided into return on investment (economy and efficiency), service excellence, playfulness and aesthetics. Using a web-based survey, we collected 303 valid samples. Structural equation modelling was used to create the research model. Results - The results show that efficiency (online) and service excellence (offline) have a significant effect on customer satisfaction. Economics (online) and playfulness (offline) have a positive impact on customers' e-WOM. In addition, the higher the customer satisfaction, the greater the positive impact on the spread by word of mouth. However, aesthetic(offline) and return on investment(offline) have no significant impact to customer satisfaction and e-WOM. Conclusions - The study findings show that the key to boost customer satisfaction in the catering industry is to improve product quality and service. Although traditional competitive strategies such as online discount have been questioned by many scholars about their decreasing effectiveness, they are indispensable means to attract online traffic and trigger e-WOM. The traditional enterprises can reconstruct traditional business processes through the O2O model to effectively improve customer satisfaction and word of mouth by improving the experiential value of economy and efficiency. Additionally, it can be used as the natural advantages of online communication to induce customers to engage in word of mouth and attract more potential customers.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2015.10a
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• pp.374-377
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• 2015

O2O(Online-to-offline) service is the new commerce system form that mixed information search and payment of products and services from online and receipt of goods from offline. O2O commerce combine advantage of existing electronic commerce and redeem the critical point of each commerce circulation method, but earnings model is still lacking compared to development speed of O2O technology. Therefore this study drew common factor applied to O2O service to search success factor of O2O commerce on the point of view as a customer Centered by existing B2C electronic commerce, Mobile commerce, and service quality model of offline commerce included O2O commerce method. Further we suggest O2O success factor model combined new O2O success factor additionally reflecting qualitative research result based on drew O2O success service Quality factor.

• Informatization Policy
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• v.31 no.2
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• pp.65-81
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• 2024

The scale of e-procurement through online shopping malls of public institutions including government comprehensive shopping malls is increasing day by day. This study aims to examine how public officials evaluate products, delivery, and post service of online shopping malls for public institutions and to explore ways of improving their satisfaction. The results from a survey conducted among public officials of public institutions who have experience using online shopping malls of public institutions showed generally high satisfaction levels, although there was dissatisfaction with product diversity. Perception of delivery quality was generally positive, but there was room for improvement in delivery service. Furthermore, employing structural equation modeling, the study examined the influences on satisfaction and intention to reuse. Perceived product quality, delivery quality, and delivery service quality were confirmed to influence satisfaction considerably. Therefore, more efforts should be directed towards managing the information and quality of products to prevent returns, exchanges, and repairs and, in case of issues, handling them promptly and transparently.

• Journal of Service Research and Studies
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• v.14 no.1
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• pp.44-62
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• 2024

The development of online funeral services and social issues of eco-friendly funeral culture have raised awareness of the new need for online funeral culture. There have been several attempts to revitalize online funeral services in domestic institutions and companies, but the effect is weak. The purpose of this study is to propose a design that can improve the accessibility and usability of online memorial services by analyzing the usability problem factors through a First Time User Experience analysis of the online memorial platform. Therefore, in this study, in order to identify the problem factors of the online memorial platform, a literature review on the UX, OOBE, and FTUE theories was conducted. The subject of the study was the app 'Memorial'. Before analyzing the First-Time User-Experience, IA was compared and analyzed with other similar services to understand the characteristics of the UX service of the app 'Memorial', which is the subject of the study. In addition, tasks corresponding to the Unpack-Setup/Configure-First Use stage were performed on 10 subjects who had no experience using the online memorial platform. The experimental process was expressed as the UX Curve to identify factors that caused negative experiences. As a result, the major problem factors included unnecessary UI elements, the need for sensitive personal information at the membership stage, and lack of immersion in the service. The improvements included strengthening community functions to facilitate the sharing of emotions and promote smooth communication between users. We proposed UI/UX service developments that enhanced the app by incorporating these insights. In order to verify the effectiveness, serviceability, and value of the developed prototype, an interview with a expert was conducted. The interviewes consisted of three service design experts. This study was conducted to contribute to the quality improvement and activation of the recently emerging online funeral services. The study is significant as it aims to understand the current status of these services and identify the factors necessary to improve service accessibility and usability. Subsequent studies require in-depth user verification of how much the proposed improvement plan affects the actual user experience.

• Journal of the Korean Society for information Management
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• v.29 no.4
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• pp.165-189
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• 2012

This study investigated the current state of online subject guides in Korean academic libraries and suggests improvement. Through the examination of 100 academic libraries' Web sites, only 14 online subject guides were identified, showing that the development of online subjects guides in Korea is still in infancy. The examined online subject guides were evaluated as high quality in terms of accessibility, integration of information resources, and format consistency, but low quality in the provision of specialized subjects, user instruction, and information retrieval systems. An online subject guide should be a one-stop service that provides fast access to information resources along with subject-specialized user instruction and effective communication with librarians.