• Journal of Service Research and Studies
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• v.9 no.4
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• pp.81-95
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• 2019

The concept of customer satisfaction is very important issue in the service firms. All service firms should delight theirs customers? Which service contexts creating customer delight results in better positive performance? This study is to examine the moderating effect of service type on the customer delight-behavioral intention relationship. Data from consumers across two distinct service contexts (retail banks and upscale restaurants) were obtained. Using the multiple moderating regression analysis, the proposed hypotheses in this study were tested. The results reveal that customer delight had a greater positive impact on both revisit and referral intention in the hedonic service than the utilitarian service. This study suggests specific service contexts where customer delight strategies generate better desirable results. The customer delight strategy is able to be applied in both hedonic and utilitarian services, but it is more effective to lead customer loyalty in the hedonic service than utilitarian services. Service firms need a strategic approach to customer satisfaction strategies. This study provide strategic implications for service firms to efficiently manage and allocate resources, and can help them in making decisions about establishing and implementing customer satisfaction strategies.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.8 no.6
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• pp.1682-1694
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• 2007

There are a lot of factors working to facilitate the decline of Korea's traditional markets including large-scale discount stores, convenience stores, businesses of new types such as non-store retailing, and fiercer competitions among retail shops. The changes to the business environment are never favorable to them, either; the consumers have developed more diverse tastes and altered their purchasing styles; and the trading areas around traditional markets have withdrawn in size and power as new towns attract more businesses. In a word, every factor and situation seems to push traditional markets down the slope. Reacting to the problems, the Korean government enacted and enforced the "Special Law for the Promotion of Traditional Markets and Shopping Streets" to provide proper financial and management support. The shop owners of traditional markets formed merchants and prosperity associations and took various initiatives to increase the competitive edge of their traditional markets. All those efforts on the part of the government and the merchants, however, do not seem to be enough to revive traditional markets. This study set out to compare and analyze the management of shop owners of traditional markets based on the support projects by the government, to conduct an empirical research and analysis of their management conditions, and to suggest a better policy model by making improvements for the government's support system and making revisions to the current directions.

• Journal of Distribution Science
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• v.9 no.3
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• pp.55-64
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• 2011

This study is important in its focus to find key clues in the marketing strategy, consumer behavior, and communication processes that define the infantile obesity market. The study, the first of its kind, surveyed a target audience, purchasing group, and housewives in their quest to determine purchasing decisions and effective branding strategy planning for the infantile obesity market. Another key component of the study was to focus on the key direct and/or indirect distribution channels for the subject market. Recently, obesity has emerged as a major social concern; some studies show that the onslaught of an adverse eating culture in Korea emanates from the prevalence of fast-food dining establishments. Obesity among children leads to adult obesity, especially if the young people's parents are overweight; notably, if either one or both of the parents are obese, the percentage of young people eventually being obese is approximately 80 to 85 percent. Because obesity is the cause of many major health concerns later in life, the struggle for a healthy life is considerably adversely affected by parents' consumer behavior. Infantile obesity, resulting in adult obesity, is also an important national economic and social issue. The sizable direct and indirect economic costs, as well as the tremendous social costs of obesity, cannot be overstated. Effective food branding and advertising centered on food preferences and dietary behaviors, especially to children, creates an effective marketing effort that, ultimately, leads to positive results. Thus, the purpose of this study is to demonstrate that the treatment of childhood obesity in Korea, through the activation of a brand and retail market, can effectively solve social and economic problems that result from infantile and childhood obesity. In this study, obesity markets and distribution channels in the purchase decision-making factors determining factor based on it effective inspection and branding strategies and brand marketing communications strategy proposed measures contribute to the obesity drug market and further enable the childhood obesity problem is intended to assist in solving.

• Journal of Digital Convergence
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• v.17 no.9
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• pp.97-104
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• 2019

With the development and spread of smart devices, the proportion of mobile shopping is gradually increasing, and the market for mobile gift certificates is also increasing. This study examines the usage status and acceptance attitude of mobile gift certificates for university students who are major customers of mobile gift certificates. Also, based on the extended integrated technology acceptance model (UTAUT2), the results of the analysis of the mediating effect of the intention of the user on the relationship between acceptance of mobile vouchers and recommendation intention were presented. As a result of the analysis, it was shown that the effort expectation, hedonic motivation, price utility, and habit had significant influence on the intention to use the mobile gift certificates. Also, the intention to use mobile gift certificates has mediating effects between effort expectation, hedonic motivation, price utility and recommendation intention. The results of this study can be applied to strategic marketing such as recruitment of new customers through mobile gift certificates while explaining customers' acceptance of technology to mobile gift vouchers or future prospective customers.

• Journal of the Korean Regional Science Association
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• v.38 no.4
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• pp.59-74
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• 2022

We aim to explore how the COVID-19 affects commercial sales of traditional market in Seoul. We obtain data for commercial sales and several spatial variables that are related to commercial sales from the Seoul Open Data Plaza. In order to estimate the effect of COVID-19 occurrence on commercial sales, we employ fixed-effect panel data analysis models. Unlike our expectation, the empirical results show that the effect of the COVID-19 on commercial sales of traditional market is not significant. However, we found that the effects are significant in some types of businesses when we did the same analyses with subsamples. For example, service sectors are mostly negatively affected by COVID-19, and retail sectors are also second mostly affected by COVID-19. However, there is no significant relationship between COVID-19 and restaurant sectors. In addition, these effects vary by size of traditional market. Our results suggest that government should have a plan to help small businesses in traditional market because they do not have sufficient abilities to adjust to the unexpected economic shock, like COVID-19. Findings also suggest that strategies for helping them should be differentiated by business type and market size.

• Journal of Service Research and Studies
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• v.13 no.3
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• pp.57-69
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• 2023

Early morning delivery possesses distinct characteristics that differentiate it from standard delivery services. This service typically involves delivering products to customers during the early morning hours, primarily before 7 AM. While online early morning delivery offers various advantages from a customer perspective, it also presents challenges that sellers and online shopping companies need to overcome. The early morning delivery market is experiencing significant growth in the online food retail sector, incorporating both PC-based online shopping and mobile shopping. The objective of this research is to identify the factors influencing customer satisfaction and the intention to reuse in the context of early morning delivery for online shopping. To model the online shopping environment with early morning delivery, independent factors were categorized into three types: System Properties, Product Characteristics, and Delivery Characteristics. This study examined the relationships among these three independent factors, the mediating factor of customer satisfaction, and the dependent variable of the intention to reuse. To conduct this research, empirical validation of the research hypotheses was carried out using the final dataset for analysis. Within this study, the previously explored System Properties, Product Characteristics, and Delivery Characteristics were established. Summarizing the findings of the analysis, it was discovered that System Properties and Product Characteristics played a significant role in determining the quality of early morning delivery services for online shopping. While product diversity and convenience had a positive impact, it is noteworthy that Delivery Characteristics did not influence customer satisfaction. Consequently, it can be concluded that there is no effect on the intention to reuse.

• The Korean Journal of Franchise Management
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• v.2 no.1
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• pp.100-118
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• 2011

Since 1990, income has been grown rapidly in Korea. Thus, concerns of environmental pollution and health have been increased among Korea's consumers. As a result of this concern, demand for safe food and agricultural products has been growing in Korea. Recently, purchasing patterns of Korea's consumers have been changed as Korea's society has changed to an aging society, growth of unmarried person, and low birthrate. Korea's consumers prefer to buy only volume that they need. Thus, the volume of agricultural products that they purchase became small. Therefore, retailers should reflect such needs of consumers to their business. The purpose of this study is to build up new strategies in order to make a high profit through customer's satisfaction when selling agricultural products. Using literature review, this study has drawn results. The results of this study is that retailers should lay products with brand in their store and establish trust with customers in oder to make loyal customers. In addition, retailers should prepare individual package of agricultural products for sales of a small volume to keep pace with social changes.

• Asia Marketing Journal
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• v.14 no.3
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• pp.27-48
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• 2012

Temperature and weather are all around us, quite literally. Furthermore, temperature and weather not only permeate our atmosphere, constantly affecting our visceral states of warmth and coldness, but they metaphorically permeate our language. People, products, and ideas can all be "hot" or "cold." Given this ubiquity, it is perhaps surprising that relatively little research has systematically examined the influence of temperature on choice and judgment. Temperature-related words such as "hot" and "cold" are often used to describe impulsive and calculated behaviors, respectively. These metaphoric connotations of thermal concepts raise the question as to whether temperature, psychological states and decision making are related to each other, and if so, how. The current research examines these questions and finds support for a relationship. Across one field study and one laboratory experiment, I demonstrate that both hot ambient room temperature (Spa) and hot temperature primes (words) trigger decision outcomes in line with the metaphoric association between hot temperature and impulsivity. In the field study, participants were recruited in hot (40-50 degrees Celsius) and cold (10 degrees Celsius) rooms at a spa. Participants were simply asked to indicate their willingness-to-pay (WTP) for three product categories (travel package, birthday dinner, and cell phone). The results showed that participants in the hot room in comparison to those in the cold room were willing to pay more for the same products. Next, I tested if our results would go beyond ambient temperature and would hold if I were to prime temperature concepts by using a different priming method (i.e., subliminal vs. supraliminal). In line with the previous findings in the spa, participants in the hot priming condition were more likely to choose the wrong answer for the bat and baseball question than those in the cold priming condition. In addition, product type (e.g., pleasure vs. necessity) can moderate the effect of hot temperature on impulsivity. Mood and arousal did not mediate participants' responses. My findings seem to suggest that the effects of temperature on decision outcomes can be attributed to metaphoric associations rather than incidental mood or arousal. The current research applies a novel perspective in understanding the relationship between temperature and judgment and decision making. Also, the results have practical implications for packaging, advertising, merchandising, and pricing of goods and services, as well as for public policy and awareness. One of the most natural implications of my findings would be that retailers would be better off carrying more impulse purchase items on hot days. Furthermore, point-of-purchase promotions encouraging impulse purchase is more likely to be effective in retail environments with higher temperature than with lower temperature. In addition, advertisements and product packages evoking hot temperature associations (e.g., beach, sunshine, summer) might lead consumers to pay higher price for the advertised product than those with cold temperature associations.

• Journal of Industrial Convergence
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• v.21 no.8
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• pp.23-33
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• 2023

Consumer review analysis is important for product development, customer satisfaction, competitive advantage, and effective marketing. Increased use of wireless earphones is expected to reach $45.7 billion by 2026 with growth in lifestyle. Therefore, in consideration of the growth and importance of the market, consumer reviews of wireless earphones from Apple and Samsung were analyzed. In this study, 11,320 wireless earphone reviews from Apple and Samsung sold on Coupang were collected to analyze consumers' purchase intentions and analyze consumer satisfaction through analysis of the frequency, sensitivity, and LDA topic model of text mining. As a result of topic modeling, 16 topics were derived and classified into sound quality, connection, shopping mall service, purchase intention, battery, delivery, and price. As a result of brand comparison, Samsung purchased a lot for gift purposes, had a high positive sentiment for price, and Apple had a high positive sentiment for battery, sound quality, connection, service, and delivery. The results of this study can be used as data for related industries as a result of research that can obtain improvements and insights on customer satisfaction, quality and market trends, including manufacturing, retail, marketers, and consumers.

• Journal of Internet of Things and Convergence
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• v.10 no.2
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• pp.137-148
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• 2024

The purpose of this study is to determine how the use of retailtech technology affects consumers' purchase intention. Furthermore, this study aims to investigate the mediating effects of technology usefulness and ease of use on this influence relationship and whether experiential marketing moderates consumers' purchase intention. The survey was conducted from August 1, 2023 to September 30, 2023, and a total of 257 people participated in the study. For statistical analysis, hierarchical regression analysis, three-stage mediation regression analysis, and hierarchical three-stage controlled regression analysis were conducted to test the hypothesis. The results of the study are as follows. First, it was confirmed that big data-AI utilization, mobile-SNS utilization, live commerce utilization, and IoT utilization affect purchase intention in retail technology utilization. Second, technology usefulness has a mediating effect on IoT utilization, mobile-SNS utilization, and big data-AI utilization. Third, perceived ease of use of technology mediated the effects of IoT utilization, mobile-SNS utilization, live-commerce utilization, and big data-AI utilization. Fourth, escapist experience has a moderating effect on mobile SNS utilization and live commerce utilization. Fifth, esthetic experience has a moderating effect on mobile-SNS utilization and big data-AI utilization. Through this study, we hope that the domestic distribution industry will contribute to national competitiveness by securing the competitive advantage of companies by utilizing new technologies in entering the global market.