• Journal of Service Research and Studies
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• v.8 no.3
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• pp.97-114
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• 2018

This study was intended to empirically examine the influence that the omni-channel brand experience would have on omni-channel brand relationship formation and achievements. All hypotheses were adopted, except for 1 hypothesis(Hypothesis 5), among 12 hypotheses. Specific results were as below: First, omni-channel brand experience had a positive(+) influence on brand trust(Hypothesis 1), brand identification(Hypothesis 2), and consumer-brand relationship(Hypothesis 3) as a whole. The brand trust had a positive(+) influence on brand identification(Hypothesis 4), but did not have statistically significant influence on consumer-brand relationship(Hypothesis 5). Meanwhile, brand identification had a positive(+) influence on consumer-brand relationship(Hypothesis 6). Second, consumer-brand relationship had a positive(+) influence on re-purchase intention(Hypothesis 7), word-of-mouth intention(Hypothesis 8), and brand extension acceptability(Hypothesis 9) as a whole. Finally, omni-channel brand showed the following relationship with and achievements. re-purchase intention had a positive(+) influence on both word-of-mouth intention(Hypothesis 10) and brand extension acceptability(Hypothesis 11) while word-of-mouth intention had a positive(+) influence on brand extension acceptability. The results of this study may provide theoretical and practical implications for marketing managers' understanding and strategy planning in connection with consumer experience and relationship formation promoted recently by omni-channel brands of distribution companies.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.12
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• pp.389-395
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• 2020

Earnings management is a matter of concern for organizations because it affects the interests of stakeholders. This reduces the quality of information on financial statements of the organizations when the organization performs earnings management behavior. The objective of the article is to examine the impact of corporate governance on earnings management of all Vietnamese listed banks from 2015 to 2019. The article uses time-series data and ordinary least square (OLS) with Eviews 10.0 software to test the regression model. The agency and asymmetry information theory is used to explain the relationship between corporate governance and earnings management. The study results show that two variables - the foreign members of the board of directors and audit committee - have an opposite effect on earnings management behavior of Vietnamese listed banks. Therefore, the managers of listed banks need to raise awareness to express responsibility for honest and reasonable information on the financial statements. This creates trust and credibility for stakeholders. Moreover, Central bank of Vietnam should monitor regularly and enforce strict sanctions to limit earnings management behavior of listed banks. This contributes to improving the quality of accounting information in the Vietnamese banking sector to meet the trend of international economic integration.

• Management & Information Systems Review
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• v.31 no.2
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• pp.143-172
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• 2012

While e-commerce market(B2C) grows rapidly, many experts argue that EC(B2C) transactions have not reached its full potential. A notable difference between online and offline consumer markets that is suppressing the growth of EC(B2C) is the decreased presence of human and social elements in the online shopping environments. Generally online shopping lacks human warmth and sociability. In this study, social presence in online shopping mall was proposed as a substitute for face-to-face social interaction in the traditional commerce and author explored what variables affect social presence(human warmth and sociability) on online shopping malls and how human warmth and sociability can influence on online store loyalty. To achieve research objectives, we reviewed literatures related with marketing, psychology and communication research areas. Based on literature review, we proposed a research model on the online shopping mall. To examine the proposed research model, we gathered data by using a self-report questionnaire. Respondents consists of online shoppers with at least five or more times of purchase experience in online shopping malls. Because social presence is a feeling which needs frequent contacts with malls to experience, respondents must have enough purchase experiences. The empirical results are as follows : First, shopping mall's customization efforts influence perceived social presence on the mall significantly. Second, shopping mall's responsiveness influences perceived social presence significantly. Third, perceived activity of community of online shopping mall influences perceived social presence significantly. Mall managers have to activate their customer community to reinforce social presence, resulting in trust building. Finally, perceived social presence influences trust and enjoyment on the mall significantly. And then trust and enjoyment on the mall affect store loyalty significantly. From these findings it can be inferred that perceived social presence appears determinant which is critical to the formation of core variables(trust and loyalty) in existing online shopping papers.

• Journal of Distribution Research
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• v.12 no.1
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• pp.1-31
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• 2007

While trust and commitment are core mediating variables for the purpose of maintaining the long-term relationship, in the context of the characteristics of company and the relationship performance of its members, there have been limited studies which explore as to how each of the dimensions has affects differently. The basic purpose of this study is to examine the relationship between an automobile manufacturer and its agencies. The main purpose of this study is to examine how each different dimension of trust and commitment on the automobile manufacturer has different mediating effects between the characteristics of company(organization characteristics, relationship characteristics) and relationship performance perceived by its agents. Another purpose is to investigate the mechanism by which the relationship performance of the agencies is improved. An empirical study surveying 115 sales office managers at a leading automobile manufacturer in Korea was conducted. An analysis of the collected data indicates that while the characteristics of company have a positive influence on the agencies' relational performance through the mediating role of both trust of benevolence and commitment, agencies' trust of their headquarter's benevolence has a different influence on the dimensions of commitment. Finally, the authors discussed some theoretical contributions and managerial implications. And then, they presented limitations of this study and the future research directions.

• Journal of Global Scholars of Marketing Science
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• v.16 no.3
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• pp.107-123
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• 2006

This study suggest a model to find out relationships among the servant leadership as a preceding factor, the trust in higher officers as mediating factors, and leader satisfaction, additional efforts as a resulting factor. Then, empirical study testify the relationship among these factors. This study confined the subjects of empirical analysis to the employees in super-deluxe hotels located in Seoul, Gyeongju, Busan, and Daegu areas. In order to clarify the utility of this study, This study took only hotel employees as the subject of measurement because only hotel organization is able to reveal sensitively the behavioral response between the leader and the members of organization. The preceding study has systematized a basic theory on the servant leadership, and provided factor structure in regard to the servant leadership, but this study has searched the factor structure of the servant leadership with the hotel employees as the subjects of study. Also, from the side of the personnel manager of hotel business, this study can be a criterion for clarifying a leadership program. Especially, in order to cultivate their servant leadership, it is necessary to testify morality and pride as sub-behavioral characteristics of new employees. Also to change the mid-managers' leadership for the effective achievement of the object of organization, this study can be utilized for the development of servant leadership.

• Asia Marketing Journal
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• v.9 no.3
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• pp.33-73
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• 2007

This paper explores major factors that drive relationship quality and strength in business-to-business transactions. Three major factors, including offering characteristics, managers' interpersonal factors (similarity, expertise), and relational factors (relationship length, cooperation, and dependence), were proposed to affect relationship quality, and indirectly affect relationship strength. In addition, both economic/instrumental dimension (offering characteristics) and affective, relational dimensions (trust and commitment) are also expected to influence relationship strength. In the empirical study which used the textile-dyeing company managers' ratings of local exporters, structural equation modeling presented a well-fit evidence that relationship quality variables and strength are influenced by their proposed antecedents. Specifically, it was found that all characteristics (except relationship length) have direct effect on their relationship quality with local exporters, and indirectly impact on relationship strength which was measured along dimensions of intention to continue the business relationship in the future and the current share of business given to a local exporter. Together with the minor influence that instrumental dimension (offering characteristics) has on relationship strength, this study suggests that the willingness to remain in business relationship or current proportion of business shared is influenced more by affective assessment like relationship quality than by calculative motivation.

• Knowledge Management Research
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• v.22 no.3
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• pp.235-252
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• 2021

The development of information and communication technology and COVID-19 have caused an unusual change in the hotel industry, and the demand for the contactless services such as service robots from hotel customers has surged. Therefore, this study investigates the perception of hotel customers on contactless services by applying a mixed-method analysis. Specifically, this study identified the causal correlations between variables through the structural equation model, and further applied the fuzzy set qualitative comparison analysis to derive patterns of variables that form the intention to use the non-face-to-face services. As a result of the analysis, it was shown that service experience co-creation, palyfulness, personalization, and trust had a significant effect on intention to use through the contactless service use desire. On the other hand, in the results of fuzzy-set qualitative comparison analysis, playfulness was derived as a core factor in all patterns. Based on these analysis results, this study provides academic basis for in-depth understanding of hotel customers' perception of contactless service and specific guidelines for hotel managers on the contactless service strategies in the era of COVID-19 pandemic.

• Asia Marketing Journal
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• v.15 no.2
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• pp.29-47
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• 2013

Distribution channel decisions involve long-term commitments with other firms that are very difficult to change or replace. In particular, marketing channel decisions in emerging markets are much more complicated due to unfamiliar conditions and problems such as lack of market data and distribution systems. Therefore, when a company considers changing or introducing a marketing channel in an area, it is much more difficult to judge its effectiveness in an emerging market than in a developed market. In this study, we investigate the development process of a new direct marketing channel of Hongfu Fertilizer Company (hereafter Hongfu), a medium-sized Chinese fertilizer manufacturer, and propose an approach to test the feasibility of this new marketing channel in the Chinese rural market. We measure the effectiveness of Hongfu's new marketing channel from two perspectives: i) from customers' perspective through direct responses of farmers, which showed that a new channel can increase the convenience and lower the purchasing costs for the farmers, and ii) from the company's perspective, by calculating the incremental profit of the company using the expansion factor (T/Q) method, which suggested that the execution of Hongfu's strategy to expand a new marketing channel will result in an increase in profits. The results of this study contribute to the development of a methodology to test the feasibility of a new direct marketing channel in the emerging markets such as the Chinese rural market. Traditional and indirect distribution channels in emerging markets are generally not very efficient and difficult to change. Especially, in emerging markets, like the Chinese rural market, the methods of testing channel feasibility must be different from that of developed markets. Considering market situations, market experiments can be more effective then systematic market surveys in testing channel feasibility in emerging markets. This study implies that managers must learn to cope with a transition from the traditional marketing channels in emerging markets. With the development in farmers' understanding of marketing concept, the transition from traditional marketing channel is unavoidable for all firms. Farmers in China are generally very conservative, however, their buying behaviors are changing. Therefore, fertilizer companies should try to adjust in accordance with farmers' demand characteristics that the efforts to meet the economic needs of farmers with new marketing channels as well as trust building are critical in the near future.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.14 no.12
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• pp.4849-4865
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• 2020

The traditional roles of leaders are to influence members and motivate them to achieve shared goals in organizations. However, leaders such as top managers and chief executive officers, in practice, do not always directly meet or influence other company members. In fact, they tend to have the greatest impact on their members through formal speeches, company procedures, and the like. As such, official speech is directly related to the motivation of company employees. In an official speech, not only the contents of the speech, but also the voice characteristics of the speaker have an important influence on listeners, as the different vocal characteristics of a person can have different effects on the listener. Therefore, according to the voice characteristics of a leader, the cognition of the members may change, and, the degree to which the members are influenced and motivated will be different. This study identifies how members may perceive a speech differently according to the different voice characteristics of leaders in formal speeches. Further, different perceptions about voices will influence members' cognition of the leader, for example, in how trustworthy they appear. The study analyzed recorded speeches of leaders, and extracted features of their speaking style through digital speech signal analysis. Then, parameters were extracted and analyzed by the time domain, frequency domain, and spectrogram domain methods. We also analyzed the parameters for use in Natural Language Processing. We investigated which leader's voice characteristics had more influence on members or were more effective on them. A person's voice characteristics can be changed. Therefore, leaders who seek to influence members in formal speeches should have effective voice characteristics to motivate followers.