• Safety and Health at Work
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• 제10권4호
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• pp.476-481
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• 2019

Background: Mystery shopping is a method in which a company monitors quality of service and employee conduct and compliance with regulations using an evaluator posing as a customer. It is a typical tool of customer-centered bureaucratic control insofar as it provides overall and standardized evaluation of intangible elements of customer service as well as physical elements of service environments. The purpose of this study is to examine how mystery shopping is related to the health status of service workers in South Korea. Methods: Data from semistructured interviews with 15 workers were collected from January to April 2019 to obtain information on service worker experiences with mystery shopping. Data were analyzed using the constant comparison method. Results: Mystery shopping limits worker autonomy and stiffens the workplace environment by standardizing and monitoring labor processes for service workers. In addition, mystery shopping heightens work stress through increased labor intensity. Five mechanisms by which mystery shopping affects service worker health are identified and comprise (1) multifaceted and multilayered surveillance, (2) evaluator subjectivity and irrational requirements, (3) standardized rules combined with high pressure to achieve sales, (4) self-esteem degradation because of evaluator results, and (5) musculoskeletal disorders because of strict adherence to labor processes based on evaluator results. Conclusion: Mystery shopping as an evaluation method should be reconsidered not only in terms of health problems but also in terms of organizational efficiency and issues of human rights.

• 아태비즈니스연구
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• 제13권2호
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• pp.197-207
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• 2022

Purpose - This study reestablished the concept of mixed emotions experienced in online and offline shopping environments, and structuralized emotional responses which manifest mixed emotions in each channel, and developed a method of measuring overall mixed emotions in consideration of the asymmetry of emotions. Design/methodology/approach - This study conducted a focus in-depth interview based on phenomenological research and exploratory preliminary survey using questionnaires. In addition, a survey was conducted as a quantitative survey. Findings - Qualitative and quantitative researches were conducted to derive major emotional responses items which manifest mixed emotions in online and offline shopping environments and determine differential emotional structure in each channel. As a result, it was confirmed that mixed emotions consisted of 5 factors in each channel and 21 emotional responses. In addition, a method of measuring overall mixed emotions considering the asymmetric of emotions was developed to prove the difference in behavioral responses. Research implications or Originality - This study is meaningful in that it helps companies efficiently manage and understand customer responses to their products by classifying and systemizing the emotional responses experienced by consumers in online and offline purchase and consumption situations according to the purchase environment.

• 한국의류학회지
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• 제25권3호
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• pp.638-649
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• 2001

The purpose of the present study was to investigate the differences in clothing purchase behaviors among the patrons of Dongdaemun market grouped by clothing shopping orientation. A self-administered questionnaire survey was conducted among 600 men and women from ages 15-29 from August 9 to September 12, 1999; 548 were used for the data analysis. Based on the clothing buying orientation, the consumers of Dongdaemun market were divided into four groups: plan circumspected, economy-oriented, fashion-oriented and shopping-oriented. These groups showed significant differences in the selected criteria used for clothing purchase, the amount of money and time spent for shopping. The groups were also significantly different in the usage rate and perceived of the market, and the satisfaction levels with the shopping environments and services of the Dongdaemun Market. With regards to the satisfaction levels, they were showed significant different in the diversity and fashion statement of products, business hours, and advertisement/sales promotion in order. The fashion-oriented group was the highest satisfaction level about the four variables among groups.

• 한국의류학회지
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• 제30권9_10호
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• pp.1333-1343
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• 2006

Consumers seek the pleasure, fun and satisfaction in shopping. Retailing environments of apparel products are rapidly changing than ever before. One of there changes are offered apparel products with entertainment service, such as theaters, restaurants and so on. The purpose of this study was to investigate the effects of entertainment service, shopping orientation and emotion on impulse buying behavior in department stores an shopping malls. A self-administrated questionaire was developed based on the results of previous researches and pre-test. Data were obtained from shoppers(N=684) randomly selected in department stores and shopping malls located in Seoul and Busan. Data were analyzed by factor analysis, t-test, cross analysis, and path analysis. The results showed that; impulse buying behavior was directly or indirectly affected by shopping orientation in both of two store types. In department stores, consumers were affected to make a good mood by entertainment service while, in the shopping malls, consumers were influenced directly by entertainment service to be a good mood and to purchase impulsively apparel products. Therefore, the impulse buying behavior was influenced differently by entertainment service in store types. From the retailer's perspective, they give insights into the development of strategies utilized to marketing planning of entertainment service in each store types.

• 지식경영연구
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• 제15권3호
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• pp.141-168
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• 2014

Purchasing through Internet shopping mall has more uncertainty compared with offline shopping mall. Previous studies have presented that trust plays a role of reducing uncertainty and increasing purchasing intention. In this study, we suggest that third-party assurance and word-of-mouth contribute to the formation of trust. In addition, we also propose that ease of product evaluation plays moderating roles in the relationships between third-party assurance, word-of-mouth and trust. For this study, we collected sample data from two groups consisting of online shoppers purchasing the search goods and experience goods categorized by type of ease of product evaluation. Empirical results show that word-of-mouth and third-party assurance have different effects on trust in two groups. The third-party assurance has a stronger impact on trust in online shopping group of the search goods than in the experience goods, while word-of-mouth in the online community has a stronger impact on trust in online shopping group of the experience goods than in the search goods. We expect that this result will provide researchers and managers who are interested in trust formation factors in online shopping mall with useful theoretical and practical implications.

• The Journal of Asian Finance, Economics and Business
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• 제8권10호
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• pp.297-303
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• 2021

The performance of the retail industry in a country, which simultaneously reflects the demand for retail space, is significantly influenced by the macroeconomic environment of said country. However, in the case of Malaysia, studies regarding this issue are limited. Therefore, this paper aims to identify the macroeconomic determinants of the demand for retail space in shopping centers in Malaysia through the study of six variables: per capita income, private expenditure, inflation rate, interest rate, total population, and the number of tourists arrival. The nexus between these variables and the demand for retail space in shopping centers were examined by cointegration and causality tests, and regression analysis using quarterly data for the period 1993Q1 to 2016Q4. The results from bivariate cointegration tests indicate that inflation rate, interest rates, population size, and the number of tourists arrival have significant long-run relationships with the demand for retail space of Malaysian shopping centers. Meanwhile, the Granger causality tests show that only population size can cause the demand for shopping centers' retail space. Finally, the results from the regression analysis revealed that income per capita, private expenditure, interest rates, and population are the variables that significantly influence the demand for the retail space of the Malaysian shopping centers.

• Asia pacific journal of information systems
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• 제10권3호
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• pp.61-77
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• 2000

World Wide Web(Web) supports bi-directional communication between corporations and consumers. In the year of Electronic Commerce, close relationships with consumers are more emphasized for corporations. Nowadays, corporations compete with corporations which are located in whole world through the media called Internet. In this competitive environment, to attract consumers' attentions, it is required to develope corporations' Web sites in the way to stimulate consumers' purchase intentions. To verify the elements needed to stimulate consumers' purchase intentions factors which influence consumers' purchase intentions were analyzed. Adaptation, shopping convenience and assurance-reliability were found to be positive factors for consumers' purchase intentions. It was also found that consumers' purchase intentions in electronic commerce market are influenced by previous shopping experiences. Consumers who have previous shopping experiences are mainly influenced by good delivery systems and shopping environments while who have no experiences are influenced by consumers' risks such as performance risk and personal and privacy risk when they intend to purchase products or services.

• 경영과학
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• 제17권3호
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• pp.97-118
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• 2000

This paper proposes an evaluation model for internet shopping mall business by defining its characteristics and evaluation criteria. We analyzed the characteristics of internet shopping mall business environments and classified the business into four major categories. We derived the evaluation criteria which can evaluated all categories comprehensively. The proposed criteria are cost, netizen, technology, transaction, and marketing, each of which gives a significant impact on the business profitability. Based on these criteria, a quantitative evaluation method was developed. We also proposed a penta-classification scheme which can be used to identify the overall characteristics shape of each internet shopping mall business site. An actual application of our evaluation model was illustrated in order to show that our proposed model may be used in the real business sites.

• Journal of Information Technology Applications and Management
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• 제16권1호
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• pp.51-75
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• 2009

This paper develops an integrative model for IT continuance in the internet shopping environments by integrating the expectation-confirmation and the switching cost factors. Using this model, in addition, this study investigates their differential effects on the mediating variables, such as user satisfaction, commitment, and trust which have been identified as antecedents of users' IT continuance intention. Results show that the product and service-related expectation confirmation factors and the relational switching cost factor can have greater impacts on users continuance intention than the web site design factors, and the financial and procedural switching cost factors. In particular, it is interesting to note that relational switching cost can lead users to more commitment, which is revealed as the strongest antecedent of their continuance intention to use a certain shopping site.

• 한국정보시스템학회지:정보시스템연구
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• 제20권3호
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• pp.41-61
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• 2011

In order to buy products through the Internet, consumers dissipate much time and efforts in collecting and comparing product information from various online shopping malls. Consumers can save their efforts by using price comparison sites, but there are some shortcomings in comparison shopping. Firstly, comparison sites do not show the lowest price of some products that are selling in shopping malls. Secondly, the product information provided by comparison sites is sometimes wrong. Thirdly, there are too many results. In order to overcome the shortcomings, we suggested a comparison shopping system based on RSS by using ontology matching. We used the current RSS standard for syntactic interoperability instead of suggesting new standards. Moreover, we used ontology matching for semantic interoperability to compare product information with different ontologies. The suggested ontology matching consists of three steps. The first step is finding exact sense from WordNet for a given product category, and the second step is searching for matching product category candidates from the products of RSS feeds. The final step is calculating similarities of the candidates with the target product category. From the experiments, we could get better recall rates that are suitable for e-commerce environments and the results show that our system is effective in product comparison.