• International Journal of Contents
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• v.8 no.3
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• pp.71-78
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• 2012

The emergence of the Internet has provided a new outlet for consumers who experience service failure from products and services, augmenting the traditional options of entry, voice and action. Consumers' negative word of mouth through online (word-of-mouse or eWOM) far exceeds traditional word of mouth (WOM) in respect of its potential effectiveness, speed and spread. This paper tries to figure out the service failure themes in the health care industry by analyzing online word-of-mouse using the critical incidents technique (CIT). Complaint themes in the area of healthcare are identified and analyzed. The results identify that major complaint theme differed according to the site type. Also, the findings indicate that delivery and customer services are critical issues when consumer makes negative WOM.

• The Journal of Industrial Distribution & Business
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• v.11 no.8
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• pp.7-19
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• 2020

Purpose: Prior studies rarely investigated the effects of the Word of Mouse (WoM) information on consumers' motivation and willingness to purchase a product. Furthermore, few scholars have studied how word-of-mouth information works and they fail to find consistent results. Research design, data and methodology: This study uses a multivariate regression model to investigate the influence of WoM on consumer attitudes and consumer decision-making. It categorizes the quality of WoM into source level and acceptance level, to analyze its influence from a new perspective. A total of 400 surveys were completed, resulting in 336 usable questionnaires for analysis. It was collected in 14 cities from all regions in China. This study constructs a theoretical model of WoM influence on consumers' purchase willingness based on a systematic review of the related literature on WoM quality, perceived value, customer trust, and consumers' purchase willingness. Results: Empirical results reveal that the Internet WoM (consumer's source level and acceptance level) indirectly affects consumer behavior by influencing consumer attitudes. Conclusions: This study provides practical significance and value for merchants to develop better WoM marketing and to establish the reliability of WoM websites. Companies should consider online WoM from the perspective of consumers, thereby improving existing marketing strategies.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.54-67
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• 2007

This study is purposed to find out the relation between the customer loyalty and customer satisfaction factors in Cheonan banquet service. To achieve the objects, customers of banquet companies in Cheonan were selected for a questionnaire survey and a total of 293 valid questionnaires are statistically analyzed, using frequency analysis, factor analysis, reliability analysis and regression analysis. The results can be summarized as follows. First, gender, occupation, family forms showed the statistically different results in the service trust. Second, service trust, menu and traffic factors have been approved to affect the revisit intention of a customer significantly. Third, service trust, menu and facilities factors have been approved to affect the word-of-mouse intention significantly. In summary, banquet managers in Cheonan have to focus on the customer satisfaction factors such as service trust, menu, traffic, facilities to meet the customers' needs.

• Journal of Distribution Science
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• v.14 no.8
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• pp.77-86
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• 2016

Purpose - The purpose of this study is to measure the effect of reputation in culture oriented market on revisit intention and word of mouth(WOM) effects for Traditional Market. Research design, data, and methodology - 5 point Likert-scale has been adopted for this study designed based on previous study. Used SPSS ver.23, factor analysis & Cronbach's alpha, correlation, regression test were made. 277 samples were used for analysis. Results - Tourist satisfaction as an element that affects on revisit intention and word of mouth effects for traditional Market. Their goods images and impressions from experience of traveling and purchasing keep in mind and be another place and story to talk others. Culture is an important factor that maintains and regenerates cities and cities should be perceived as cultural places instead of simple physical places. Culture was associated with higher revisit and word of mouse intentions for traditional market. The tourists can select a new places and visit the market if it has a special culture and special food which people can like and enjoy even they do not have regional brand image. Conclusions - Tourist satisfaction of users in traditional markets and their revisit intentions and the results indicated that higher customer satisfaction was associated with higher revisit and word of mouse intentions. Culture factors will be the motive to find out peoples a hometown in heart.

• Management & Information Systems Review
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• v.29 no.1
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• pp.117-144
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• 2010

This paper planned to review positively the influence of leading variables - Functional benefits, Emotional benefits, Self-expressive benefits over Consumer-brand relationship, and the structural relationship between Consumer-brand relationship and Brand attachment, Word-of-mouse. For it, we verified our hypothesis utilizing Hierarchial chi-square analysis that was available to statistically verify the size between 2 paths out of Structural models As the result of research, Emotional benefits was more influential than Functional benefits in the formation of Consumer-brand relationship. Additionally, the influential difference between Emotional benefits and Self-expressive benefits was not found in the formation of Consumer-brand relationship. In other words, both Emotional benefits and Functional benefits were proved to have a positive influence on forming Consumer-brand relationship. On the other hand, Self expressive benefits played a more influential role than Functional benefit in the formation of Consumer-brand relationship. The fact was also proved that the higher the formation level of Consumer -brand relationship was, the greater positive influence over Brand attachment and Word-of-mouse Through the above results, it is more desirable to establish brand strategy for forming Consumer-brand relationship through Emotional benefits and Self expressive benefits rather than Functional benefits. Additionally, the Consumer-brand relationship formed by Value benefit is expected not only to get the level of attachment, showing like love, toward the brand deeper, but also to achieve the effect of positive, long term communication through voluntary Word-of-mouse.

• Journal of Korean Institute of Industrial Engineers
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• v.25 no.4
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• pp.459-465
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• 1999

A new-concept VDT workstation chair with adjustable keyboard/mouse support was proposed to minimize physical discomfort and the risk of cumulative trauma disorders (CTDs) at work sites in this study. First, a three-dimensional human modeling tool $(SAFEWORK^{(R)})$ was used to design the new chair satisfying the anthropometric specifications of Korean population. Second, based upon the result of 3-D graphical simulation, a mock-up chair was constructed with an adjustable keyboard/mouse support directly attached to the chair body. Third, muscle fatigue and subjective discomfort were measured to evaluate the newly developed chair. An experiment was conducted to compare the new workstation chair to the traditional computer chair without keyboard/mouse support. Six volunteer subjects participated in six one-hour word-processing sessions with two different chairs and three different postures. Statistical results indicate that the new-concept VDT chair generally improved subjective comfort level and reduced fatigue in finger flexor/extensor and low back muscle. In conclusion, this new VDT workstation chair is expected to reduce physical discomfort and prevent occupational CTD problems in the long run. Implications of the new design and suggestions for the further development are also addressed.

• Management & Information Systems Review
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• v.36 no.5
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• pp.195-222
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• 2017

Today's economy is becoming more and more convergence between different industries as the demarcation of the boundaries of all areas is leading to innovations such as mobile and social network services. So Fin-tech is a new technology that can combine the advantages of mobile and Internet with the technology revolution to easily handle financial and IT tasks. This Fin-tech is a compound word of finance and technology. The purpose of this study is to investigate the overall structural relationship between Fin-Tech use motivation (usefulness, enjoyment) on user attitude and word of mouth intention. In addition, we investigated how FinTech use motivation, user attitude, and word of mouth intention change according to innovation resistance tendency. And, we examined how the motivation, user attitude, and word of mouth intention of FinTech change according to the message type (rational and emotional). The main results of this study are as follows. First, the usefulness and enjoyment of motivation for using FinTech have a positive effect on user attitude, and user attitude also has a positive effect on word of mouse intention. Second, the relationship between FinTech use motivation, user attitude, and word of mouth intention was found to difference according to consumers' innovation resistance. Third, it was found that the relationship between FinTech use motivation, user attitude, and word of mouth intention differs according to type of message (rational, emotional). At the conclusion of the study, the summary of the research results, implications and limitations, and future research direction are described.

• Journal of Digital Convergence
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• v.19 no.10
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• pp.221-227
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• 2021

In this paper, we conducted word-to-word similarity analysis of standardized datasets collected through web crawling for 10,000 Vertical Noise Mouses using Word2Vec, and made 92 students of computer engineering use the products presented for 5 days, and conducted self-report questionnaire analysis. The questionnaire analysis was conducted by collecting the words in the form of a narrative form and presenting and selecting the top 50 words extracted from the word frequency analysis and the word similarity analysis. As a result of analyzing the similarity of e-commerce user's product review, pain (.985) and design (.963) were analyzed as the advantages of click keywords, and the disadvantages were vertical (.985) and adaptation (.948). In the descriptive frequency analysis, the most frequently selected items were Vertical (123) and Pain (118). Vertical (83) and Pain (75) were selected for the advantages of selecting the long/demerit similar words, and adaptation (89) and buttons (72) were selected for the disadvantages. Therefore, it is expected that decision makers and product planners of medium and small enterprises can be used as important data for decision making when the method applied in this study is reflected as a new product development process and a review strategy of existing products.

• Journal of Digital Convergence
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• v.11 no.6
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• pp.129-135
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• 2013

With the increasing use of the SNS, WOM(Word of Mouth) has become an even more powerful and useful resource for consumers and marketers. In this paper, we investigated the effects of message polarity (positive, neutral, negative) and type (factual, evaluative) on WOM through SNS (twitter). A total of 13.4 million twitter messages were collected and 1.0 million retweeted messages were analyzed. The results showed that message orientation, type, URL and hashtag have a significant (<0.01) effect on retweet counts and the interaction between message orientation and other factors were observed. It also observed that message type, URL and hashtag have significant (0.05) relationships with retweet speed.

• The Journal of the Acoustical Society of Korea
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• v.18 no.2
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• pp.48-52
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• 1999

In this paper, we describe a Voice Command Web Browser using a variable vocabulary word recognizer that can do Internet surfing with Korean speech recognition on the Web. The feature of this browser is that it can handle the links and menus of the web browser by speech. Therefore, we can use speech interface together with mouse for web browsing. To recognize the recognition candidates dynamically changing according to Web pages, we use the variable vocabulary word recognizer. The recognizer was trained using POW (Phonetically Optimized Words) 3,848 words. So that it can recognize new words which did not exist in training data. The preliminary test results showed that the performance of speaker-independent and vocabulary-independent recognition is 93.8% for 32 Korean words. The Voice Command Web Browser was developed on windows 95/NT using Netscape Navigator and reflected usability test results in order to offer easy interface to users unfamiliar with speech interface. In on-line experiment of speaker-independent and environment-independent situation, Voice Command Web Browser showed recognition accuracy of 90%.