• Fashion & Textile Research Journal
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• v.7 no.2
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• pp.218-224
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• 2005

The purpose of this study was to investigate the infiluence of positive and negative word-of-mouth informations on visiting intention of hairshop customers. Data were collected from 342 adult females and analyzed by using frequencies, factor analysis and regression utilizing SPSS/PC+. The results showed that positive word-of-mouth informations such as shop employees' skill/attitudes, physical benefit, comfortable facilities, time saving/consistent service, kindness and rational price had influence on the visiting intention of hairshop customers. The negative word-of-mouth informations that consumers had experienced using hairshop were categorized as untrustworthy face-to-face customer management, non-customer service oriented mind, and unskilled employees/inefficient hairshop environment. The negative word-of-mouth informations had no effect on the visiting intention.

• Journal of Korean Society for Quality Management
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• v.31 no.2
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• pp.1-16
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• 2003

The purpose of this research is to examine the influence of after sales service quality in the Korean home appliance. This study is assumed that after sales service quality is composed of prices of service and corporate image as well as technical quality and functional quality. Also, this study examined that how after sales service quality have influence on the repurchase and word-of-mouth effect, and the relationship between the repurchase and word-of-mouth effect was identified in this research. To perform the empirical study, 204 questionnaires from persons who experience taking after sales services with charge for their home appliance are gathered and analyzed. The results make contribution to the Korean home appliance manufacturing company to newly recognize about the factors of after sales services quality. Further empirical or theoretical study for finding the factors of after sales services quality can be recommended in the presence of competitive service industry.

• The Journal of Information Systems
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• v.24 no.1
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• pp.1-25
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• 2015

Social Network Service (SNS) has been played an important role in the life with the expansion of the modern technology in the cellular communication. More knowledge and understanding should be inevitable even if companies have taken advantage of SNS through word of mouth as one of the new paradigm. In most cases the crucial benefit or peculiarity of SNS has been overlooked because only general aspects of SNS have been applied in the online situation. As a result of this, same paradigm has been considered in reality as SNS was just used one of the marketing tools. However, essential aspects of SNS were investigated to see the relation of usage intention and word of mouth in this study. The hypothesis of the effect of continuous intention of the usage, trust and word of mouth was made and reviewed statistically. The statistical analysis showed there was significant among relationship, context, perceived service quality and continuous intention of the usage. In addition to that, self-expression, relationship, perceived service quality and trust were significant. Finally the continuous intention of the usage and word of mouth was significant as well. Based on this study, SNS provided by the companies could be effective to the customers in terms of word of mouth while different trend was shown in terms of trust.

• Journal of the Korean Society of Clothing and Textiles
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• v.47 no.6
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• pp.1038-1056
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• 2023

This study investigates the effects of ChatGPT's quality characteristics (service and information) on purchase intention and word of mouth intention. We distributed questionnaires among domestic men and women aged in their 20s and 30s who had experience of using ChatGPT. A total of 222 responses were subjected to frequency analysis, factor analysis, correlation analysis, and multiple linear regression analysis using the IBM SPSS statistical program version 26. The major findings were as follows: (1) The factors of service quality were categorized as Tangibility, Reliability, Empathy, and Assurance, while the factors of information quality were categorized as Recency, Accuracy, and Usefulness. (2) Among the service quality factors of ChatGPT, two factors (Reliability and Empathy) significantly impacted purchase intention, and three factors (Tangibility, Reliability, and Empathy) significantly affected word of mouth intention. (3) Among ChatGPT's information quality factors, two factors (Usefulness and Recency) had a significant effect on purchase intention, and two factors (Usefulness and Accuracy) exerted a significant influence on word of mouth intention. (4) Purchase intention had a significant effect on word of mouth intention.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.15-23
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• 2011

The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.449-457
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• 2020

This study's purpose was to empirically research the effect of brand image and brand love on brand commitment, and positive word of mouth. We analyzed research data from 267 customers at electronics stores in Ho Chi Minh City, Vietnam. The convenient sampling method was used to collect the research sample. The measurement applied a 5-point Likert scale classifying from 1= completely disagree and 5=completely agree. Based on previous studies, the research model was recommended. The Partial Least Squares method was done to examine the measurement model and the structural model. We had estimated the reliability of the scales through Cronbach's alpha and composite reliability. Besides, we had assessed discriminant validity through the Fornell-Larcker standard. The outcome of the study illustrated that brand image had a significantly positive influence on brand love. Besides, the results of the research declared that brand image was positively related to brand commitment. The results also revealed that brand image was positively linked to positive word of mouth. Likewise, the findings of the study disclosed that brand love had a positive impact on brand commitment and positive word of mouth. Additionally, the results of the research confirmed that brand commitment was positively linked to word of mouth.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.188-202
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• 2008

The purpose of this research was to investigate the effects of various restaurant choice attributes on customer satisfaction that has positive influence on repatronage and word of mouth intent. This study examined relevant literatures, set up some hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For the empirical analysis, a questionnaire survey was applied to total 478 customers who had visited restaurants around the northern part of Gyeong-gi province. The model was tested using SPSS 12.0 and AMOS 5.0 with 472 samples which received a 99% usable response rate. The results of empirical analysis were as follows: 1) menu quality has a significant effect on customer satisfaction and word of mouth intent. 2) service quality and convenience have a significant effect on customer satisfaction. 3) customer satisfaction has a significant effect on repatronage and word of mouth intent. 4) word of mouth intent has a significant effect on repatronage intent.

• Human Ecology Research
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• v.60 no.4
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• pp.645-665
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• 2022

This study aimed to understand the effect of the characteristics of the influencer of public officials and the characteristics of internet live broadcasting in China on the brand image of local agricultural products, purchase intention, and word-of-mouth intention. A survey was administered to Chinese consumers who had purchased local agricultural products after watching live broadcasts on the internet by influencers of government officials. A total of 317 questionnaires were collected and the data were analyzed using SPSS 26.0 and AMOS 28.0. The key results were as follows. First, regarding the characteristics of the influencer of public officials, reliability, attractiveness, and expertise had a positive effect on the brand image of local agricultural products. Second, among the characteristics of internet live broadcasting, interaction and information had a positive effect on the brand image of local agricultural products, but entertainment did not. Third, the brand image of local agricultural products had a positive effect on purchase intention and word-of-mouth intention. Finally, the mediating effect of local agricultural brand image was evident in the reliability, attractiveness, and expertise characteristics of the influencer of public officials and purchase intention and word-of-mouth intention. Finally, the mediating effect of local agricultural brand image was evident in the interaction and information characteristics of internet live broadcasting and purchase intention and word-of-mouth intention.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.3 s.162
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• pp.410-419
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• 2007

The purposes of this study were to segment consumers by on-line word of month and to find the differences among the segmented groups in regard to fashion involvement, internet perceived risk, and internet purchase behavior. The subjects of this study were female consumers who were members of online cafe in Korea. The data were collected during October, 2004. The respondents returned the questionnaires through internet and 480 questionnaires were finally used in the data analysis. The statistical analyses used for the study were factor analysis, cluster analysis, t-test, and $X^2-test$. The results showed that word-of·mouth communication on internet(e-WOM) is composed of two factors, word-of-mouth transmission and word-of-mouth acceptance. These two factors were put under cluster analysis and were classified into two groups of the word-of·mouth communication: WOM group and non-WOM group. T-test showed that word-of-mouth communication groups were significantly different in regard to fashion involvement, internet perceived risk, and internet purchase behavior. For example, WOM group was more uncertain of their clothing choices, put more weight on the internal factors of clothing selection, and was a frequent purchaser of internet fashion products. Internet fashion business needs to implement the proper marketing strategies based on the results of the study.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.322-337
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• 2009

This study focused on the relationships of the effects of DINESERV quality upon customer satisfaction, revisit intention and word-of-mouth intention. In addition, it examined the potential mediation effects of customer satisfaction between DINESERV quality and revisit intention and between DINESERV quality and word-of-mouth intention. To meet the above goals, customers who visited 27 Korean restaurants in Jeonju city were surveyed. Total 428 valid copies of questionnaire were then obtained and used for the data analysis using SPSS and AMOS 16.0 for 2-stage analysis. As a result, it was found that some potential factors of DINESERV, such as service encounter, atmosphere and food quality had significant effects on customer satisfaction, but there was no significant effect in the relationship between DINESERV quality and revisit intention; convenience, a potential factor of DINESERV, had a significant effect on word-of-mouth intention; customer satisfaction had a significant effect on revisit intention and word-of-mouth intention; service encounter, atmosphere and food quality had indirect effects on revisit intention and word-of-mouth intention by way of mediation effects of customer satisfaction.