• Journal of Distribution Science
• /
• v.11 no.4
• /
• pp.73-80
• /
• 2013

Purpose - As the smart-phone market adds new technologies and introduces new marketing trends, competition among companies is getting fierce. Now, smart-phone companies need to pay attention not only to attaining new customers but also to retaining customers, which means managing relationships to prevent customer defection. Therefore, how to satisfy customer needs and maintain long-term relations are both important to make consistent progress in the rapidly changing smart-phone market. To illustrate this point, the study focuses on analyzing the effects of consumption value on relational factors and buying intentions among smart-phone users. First, consumption value was divided into functional, economic, and emotional values. After that, the effects of these values on satisfaction and brand trust were confirmed. Additionally, effects of satisfaction and brand trust on repurchase intention were analyzed. Research design, data, and methodology - The data was collected in a self-administered survey among 270 undergraduate students, using smart-phones between June 4th-12th, 2012. A total of 257 questionnaires were collected and used for the data analysis. A path analysis based on Lisrel 8.54 was used for the hypothesis test. Consumption value was divided into functional, economic, and emotional values. Subsequently, the effects of these values on satisfaction and trust in the brand were confirmed. Additionally, the effects of satisfaction and trust in the brand on repurchase intention were analyzed. Results - First, functional value, economic value, and emotional value - especially emotional value - were revealed to have positive effects on satisfaction. Second, emotional value was shown to have positive effects on brand trust, while functional and economic values did not. Third, satisfaction had positive effects on brand trust. In considering the relative influence on brand trust, satisfaction was the most crucial factor. It is clear that in the evaluation of the direct experience, using the product or the service plays an important role in building brand trust. Fourth, satisfaction and brand trust positively influenced repurchase intention. This indicates that both factors must be achieved to induce the repurchase Intention among customers. Conclusions - One can see that the enjoyable emotions consumers feel while using smart-phones is the most important factor in increasing levels of satisfaction. Moreover, this indicates that consumers pursue economic desires along with convenient functions in order to reduce opportunity costs. Additionally, consumers are affected by psychological and emotional messages in building trust, rather than practical and rational ones. Thus, in order to appeal to young clients as an attractive brand in the smart-phone market, approaching customers with an emotional value is recommended. In addition, in order for the brand to gain trust, the overall experience the consumer feels while using smart phones should be maximized. After all, one must fulfill the consumers' desire for a new experience and show a willingness to faithfully accomplish the responsibility of the brand to strengthen relationships with customers in the smart-phone market.

• Journal of Digital Convergence
• /
• v.18 no.5
• /
• pp.221-232
• /
• 2020

This study analyzed the effect of relational benefits that students of Makeup Beauty Academy perceive about Beauty Academy on brand image, trust and recommendation intention. The survey was conducted on students from five Beauty Academies in Seoul, Incheon and Gyeonggi Province. The analysis was done using SmartPLS 2.0, which enables simultaneous measurement of causal relationships, mutual influence and structural models among potential variables. According to the analysis, social benefits, economic benefits, and customization benefits, excluding psychological benefits, have a significant impact on the brand image. Psychological and economic benefits were found to have no significant impact on trust. Both brand image and trust were found to have a significant impact on the recommendation intention. Based on the results of the analysis, the implications necessary for the formation of customer relationships between the makeup-specialized Beauty Academy and the students were presented.

• Korean journal of communication and information
• /
• v.23
• /
• pp.113-151
• /
• 2003

The major goal of this study is to examine the relation between conflict management strategies and communication competences and the relation between communication competences and relational outcomes of actors in conflict communication situations. Some of the major findings are as follows; 1. The integrate strategy has some positive correlation with communication competences. But escape strategy has some negative correlations with them. It means that the actors who have integrate strategy seems to be evaluated their communication competences highly and the others who have escape strategy seems to be evaluated them lowly. 2. The communication competences have some positive correlations with the relational outcomes such as variables of intimacy, trust and relational satisfaction after conflict. This means the actors evaluate others' communication competences highly intend to have more intimacy, trust and relational satisfaction after conflicts. 3. The communication competence intermediate the conflict management strategy and relational outcomes after conflict. It means that relational outcomes after conflict depend on partners' recognitions of actors communication competence. In sort the present study demonstrates that it is important to improve communication competences in order to get some productive output in conflict interpersonal communication situation.

• Journal of Distribution Science
• /
• v.14 no.8
• /
• pp.113-121
• /
• 2016

Purpose - This paper aims to examine the impact of buyer-supplier cooperation on suppliers' trust on buyers and the moderating role of buyers' governance mechanism between the sharing activities and trust. Research design, data, and methodology - An integrated research model is designed to materialize the research hypotheses. First, the impact of buyer-supplier cooperation is empirically analyzed by looking into how the sharing activities, in the field of information, resource, and knowledge, of buyer with supplier will affect the trust of supplier on buyer. Second, the moderating effect of contract-based governance mechanism of buyer is empirically analyzed. Third, the influence of trust on innovation performance of suppler is empirically analyzed. Results - Our findings provide supporting evidence for some of our hypotheses. First, all of the sharing activities are significantly influential, but in different degree, to trust of supplier. Second, contract-based governance mechanism of buyer have a moderating effect on the relationship between sharing activities and trust, positively in resource-sharing activities, negatively in information-sharing activities, not significant in knowledge-sharing activities. Third, supplier's trust on buyer positively affects supplier's own innovation performance. Conclusions - The strategies applied in supply chain management have become important as the competition among firms has shifted from competition between individual firms to competition between supply chains. A customer's sharing activities with its supplier may contribute to an increase in innovation performance. The supplier's information-sharing activity with its customer could affect its information-sharing activities with its main supplier. Cooperative activity with a partner in the supply chain is cultivated and amassed into relationship knowledge, and this study shows that the cooperative relational knowledge related to information-sharing activities enables firms to participate in sharing activities with their main suppliers. Increasing evidence shows that sharing various activities between buyer and supplier improves trust and performance outcomes, and enables firms to maintain competitive advantage. From the perspective of knowledge theory, external knowledge is becoming more important in firms' innovation activities, because innovative knowledge is acquired primarily through interaction with another organization. In addition, relationship learning could be an important tool in absorbing the supplier's core technology, information, expertise, and core competencies, increasing relational value.

• Fashion & Textile Research Journal
• /
• v.11 no.5
• /
• pp.741-752
• /
• 2009

As a major obstacle to active online purchase at the level of consumer in China, distrust is raised in this study. Most of previous studies showed that trust is a major variable to cause a relational unity between company and consumer, on the other hand, this study attempts to show that according to the two dimensional point of view regarding trust each dimension of both trust and distrust distinctly contributes to marketing achievement. Interaction, perceived popularity, information usefulness, perceived security risk and perceived dealing risk were created as preceding variable, trust and distrust were constituted as parameter and relation absorption and purchase intention as consequential variable. These variables were analyzed with structural equation modeling (SEM) in LISREL 8.3 program. The results for this study are as follows. First, relation between exchange actors in marketing is divided into two concepts of trust and distrust differently from the previous studies. On the assumption that trust and distrust might exist simultaneously and they would distinctly have an influence on marketing consequency such as relation absorption and repurchase intention, it is identified that trust and distrust are a different dimension in online context. Second, the formative factor of online trust-distrust is identified and it is shown what relationship between internet shopping mall and relation absorption and foregoing purchase intention resulting from online trust-distrust exists. Third, it is shown that in online context the formative factor of online trust-distrust is distinctly contributed to relation absorption and repurchase intention. It is suggested that trust needs to be managed two-dimensionally separating from trust and distrust. Fourth, it is shown that both trust and distrust factor in terms of relation absorption and repurchase intention of consumer in internet shopping mall are significant variables. Trust is linked with repurchase intention through relation absorption, however, distrust is not directly linked with repurchase intention through relation absorption. Thus, the ripple effect of distrust appears to be much higher than that of trust.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.27 no.2
• /
• pp.229-238
• /
• 2003

The objective of this study is to investigate the impact of firm's various kind of characteristics on the oust in the supply chains between the textile makers and the retailers. Based on the preceding literature review. six hypotheses are proposed. To test the proposed hypotheses, data were collected utilizing questionnaires from 68 retailers(fashion shop). To analyze the data the SPSSWin statistical package was employed. Two(H4 and H6) out of six hypotheses were accepted, the others were rejected. According to the results, the greater the impact of the shared value and the reputation for the retailers on the textile maker is, the stronger the trust of the retailers in the textile maker is. Based on the research results, we can conclude that the trust management is a very important factor in the supply chains between the textile makers and the retailers.

• Journal of Distribution Research
• /
• v.4 no.1
• /
• pp.123-140
• /
• 1999

For more than a decade, trust and commitment have received much attention in marketing channels literature. This study investigates the effects of these two core relational dimensions on the performance of EDI-supported marketing channels. A survey of the 92 suppliers of large department stores in Korea indicates that commitment to EDI increases significantly the organizational and economic performance of EDI-supported marketing channels. Trust was found to increase EDI performance indirectly by enhancing commitment to EDI. Based on the Social Information Processing(SIP) theory the present study also explored the effects of time on trust and commitment to EDI and their impacts on EDI performance. Analyses supported the hypothesized time effects that trust and commitment to EDI develop positively as EDI moves from initial stage to application stage. However, the impacts of these two dimensions on EDI performance did not change significantly over time.

• The Journal of Information Systems
• /
• v.31 no.4
• /
• pp.123-143
• /
• 2022

Purpose The purpose of this study was to investigate the experience cues of chatbot services provided to existing customers familiar with the e-commerce environment, and to examine the effect of chatbot service's experience cues on customer experience and chatbot trust. Design/methodology/approach This study was conducted on consumers who experienced chatbot services in an e-commerce environment, the final 299 copies of valid data were obtained, and the research hypothesis was verified using PLS as a structural equation model. Findings As a result of the analysis, it was found that functional cues that cause customer experiences using chatbot services had a positive effect on cognitive and emotional experiences, human cues had a positive effect on cognitive, emotional and relational experiences, and customer experiences had a positive effect on chatbot trust.

• Journal of Information Technology Services
• /
• v.7 no.3
• /
• pp.1-30
• /
• 2008

This paper proposes an integrated model of customer loyalty in the context of Internet shopping based on a review of two competing perspectives - transactional and relational views. The research model suggests that the usability and trust associated with an Internet shopping site are key determinants of customer loyalty. In this paper, factors such as promotion, ease of use/navigation, and purchase facilitation are posited as major determinants of usability. Trust, on the other hand, is assumed to be influenced by the quality of communication, social shopping service, and safety level associated with an Internet shopping site. This paper also asserts that the lack of consideration for individual differences is one of the key reasons for the inconsistent and mixed research findings in user acceptance literature. In this regard, the elaboration likelihood model (ELM) is considered to be appropriate referent theory as it may theoretically explain why a particular information technology (IT) related message has varying influences on different adopters. The research model comprising 11 hypotheses was derived from and validated through a survey involving 271 university students. The partial least square(PLS) method was used to test the suitability of the research model and its hypotheses. Overall, the results suggest that the usability and trust associated with an Internet shopping site play an important role in acquiring loyal customers. In particular, the user's Internet shopping involvement is found to moderate the relationship between trust and customer loyalty.

• Management & Information Systems Review
• /
• v.35 no.1
• /
• pp.253-271
• /
• 2016

This study is to investigate the impact of the social capital on organization trust, and the impact of the organization trust on recommendation intention, and turnover intention. And by this it is also to integrally analyze through what route social capital affects the recommendation intention and turnover intention. An actual analysis through covariance structural equation model was made targeting the members of small and medium sized manufacturing companies. The results of the actual analysis showed that the relational dimension in the social capital had an positive(+) and the most pervasive effect on the organization trust. Relational dimension refers to the formation relationships among members and has a significant value in the interaction in the relation between subordinates and superiors, between colleagues, and between departments. Secondly, the cognitive dimension in the social capital was revealed to have no significant effect on the organization trust and structural dimension was revealed to have a positive(+) effect on the organization trust. Structural dimension refers to the capital value which shows itself in the social network and relationship existing between the members and is formed through building the best network within an organization. Thirdly, organization trust was revealed to have a positive(+) impact on the recommendation intention and to have a negative(-) impact on the turnover intention. Finally, the summary, implications, limitations, and future research direction of this study were presented.