• Journal of the Korea Institute of Information and Communication Engineering
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• v.18 no.6
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• pp.1454-1461
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• 2014

This study analyzes the influence of the logistics quality of Chinese internet shopping mall on the customer satisfaction. This study also analyzes the influence of the customer satisfaction on the word-of-mouth intention. Then this study examines whether there is a difference among the influences of the logistics quality on the customer satisfaction depending on the types of shopping mall and the users' traits. As a result, when it comes to the logistics quality, carriage, after service and kindness influence customer satisfaction and the customer satisfaction influences word-of-mouth intention similarly. And this research reveals that the logistics quality can not differently influence on the customer satisfaction depending on the types of shopping mall and the users' gender and ages.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.593-600
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• 2021

Service failures are fairly common these days, and recovering from them is difficult. If service failures are not addressed quickly, the service provider may lose revenue and customers. A good service recovery strategy will positively impact the business results of the service provider. The study aims to demonstrate the impact of service recovery on the satisfaction and word of mouth of international visitors towards homestays in the Mekong Delta, Vietnam. The research data was collected from 320 international visitors who have used services at homestays and experienced service failures in the Mekong Delta, Vietnam. Structural equation modeling was applied to analyze the data. The result shows that 3 dimensions constitute service recovery which are distributive justice, interactional justice, and procedural justice. Most importantly, the study has proved the positive impact of service recovery on both satisfaction and word of mouth of overseas tourists towards homestays in the Mekong Delta, Vietnam. The results have stressed the importance of service recovery to tourists' perceptions of service quality and service image. In addition to this, the study suggests that homestay owners should develop risk handling and risk prevention plans for their services.

• Asia-Pacific Journal of Business
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• v.14 no.3
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• pp.25-44
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• 2023

Receiving medical services abroad is an event that involves a high level of risk and stress for most people. This study proposes and empirically examines perceived control as a factor that has a potential to reduce the stress associated with overseas medical experience and enhance satisfaction with it. Based on the research findings in environmental psychology, one's perceived control was divided into cognitive control, behavior control, and decision control. A research model and a set of hypotheses were constructed to investigate the effect of each control on satisfaction and word-of-mouth communications among consumers who had overseas medical service experiences. The data collection was conducted through an online survey of 220 Chinese consumers who had visited Korea as plastic medicine tourists. Satisfaction with their service experience was significantly affected by both behavioral control and decisional control, but not by cognitive control. Thus, Chinese medical tourists prefer to maintain the belief that they are in charge of major decisions associated with the medical procedure, and that the results of the medical procedure will have personally desirable consequences. In addition, satisfaction experienced by Chinese consumers with overseas medical services had a significant impact on their word-of-mouth activities. Based on the research results, a set of academic and practical implications were derived.

• Information Systems Review
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• v.11 no.3
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• pp.19-38
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• 2009

This study aims to investigate the effects of playfulness of blog as an intrinsic motivator on online word-of-mouth. For this purpose, we proposed a research model that consists of user participation, interaction, and community trust as mediating factors and tested it empirically using LISREL 8.7 based on the structural equation model. The empirical results showed that playfulness of blog had an impact on trust through user participation and interaction, which in turn affected online word-of-mouth. In conclusion, we discussed both theoretical and practical implications of this research and suggested its limitations.

• Culinary science and hospitality research
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• v.14 no.2
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• pp.86-98
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• 2008

This study aims at examining the effect of word-of-mouth communication through mini homepage on purchase attributes and mapping out a marketing strategy based on this. For this, it made an analysis of the communication level with 302 mini homepage users. The result showed that the communication level of information exchange has a positive effect on the purchase experience of food service products significantly, showing that the higher its level is, the more frequent its experience is. And it showed that the communication level of relationship retention has a negative effect on the purchase experience of food service products significantly, showing that the higher its level is, the less frequent its experience is. These results demonstrated the utility that can increase word-of-mouth communications through information exchange and relationship retention, given that they are used with the object based on the kinship of information exchange and relationship retention as word-of-mouth communications, and that they lay stress on the connection with other people in the mini homepage.

• Journal of Fashion Business
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• v.13 no.4
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• pp.51-59
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• 2009

The purpose of this research is to investigate the influences of service experience and brand reputation on intention by word of mouth(WOM) when consumers get experiences at beauty salon. We made 2(valence of service experience: positive/negative) ${\times}$ 2(brand reputation level: high/low) subjects experimental design in order to find reason that there is a significant difference of intention by word of the mouth between positive experience condition and negative experience condition. Also we tried to find the interaction of two factors. To test our hypothesis, an experiment was performed on 68 university students in seoul area. Specifically, we used 2-way ANOVA and planned contrast method through SPSS 12.0 procedure. As a result, a two-way ANOVA demonstrated a significant main effect of service experience, which means that people more intend to make WOM when they experience a negative service than a positive service. Also the ANOVA showed a significant interaction effect between service experience and brand reputation, which represents that people more intend to make WOM for high-reputed(low-reputed) brand than low-reputed(high-reputed) brand when they encounter negative(positive) services.

• Journal of Digital Convergence
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• v.9 no.6
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• pp.207-216
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• 2011

This paper is for the influence of consulting character how to affect on the word-of-mouth intention and repurchase. Consulting characters consist of expertise, reliability and application. The results of this study are as follows: Firstly, Application except expertise and reliability have a positive effect on word-of mouth intention influence. Secondly, expertise and application except reliability have a positive effect on repurchase intention influence. This study shows that the company marketing performance would be greatly improved by an application of consulting experience and an expertise of consulting need.

• The Research Journal of the Costume Culture
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• v.10 no.4
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• pp.350-363
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• 2002

The purposes of this study were 1) to examine the conceptual structure of outcome quality and process quality of beauty service, 2) to investigate the relationships among beauty service quality, consumer satisfaction, word-of-mouth reputation and perceived risk, and 3) to find out the effects of related variables on consumer satisfaction. The questionnaire was developed based on pretest and previous studies, and completed by 435 female consumers that experienced beauty service during about one month in Busan. First, factor analysis showed that the process quality of beauty services consisted of four factors, such as Employee Service, Physical Service, Time-saving Service, and Economic Service. And the outcome service quality consisted of two factors, such as Socio-psychological service, Functional service. Second, the higher word-of-mouth reputation and the lower perceived risk were the higher perceived beauty service quality and the more satisfied with service. Third, the process quality of beauty service, word-of-mouth reputation, socio-psychological service quality effected on consumer satisfaction. Especially, the employee service was very important on consumer satisfaction.

• Journal of Distribution Science
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• v.18 no.2
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• pp.39-48
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• 2020

Purpose: This study examines components that dictate service quality of Online Travel Agencies. Research design, data and methodology: This study performed a survey that targeted people who have purchased travel products using Online Travel Agencies in the past year at Incheon International Airport. Out of 280 questionnaires, this study selected 249(88.9%) questionnaires for analysis. In analysis, this study used statistical package called 'SPSS 22'. Results: Based on the results, this study identified that company reputation and transactional stability influenced consumers' intent to share anecdotal and practical information. Conclusions: This study discovered several major findings. First, 'convenience' and 'price', two major factors in service quality, imposed positive effects on word-of-mouth intention of consumers. In particular, 'convenience' had the most significant impact. Next, this study verified the moderating effects of 'transaction safety' and 'reputation' on the effect relationships between 'convenience' and 'price', and consumer word-of-mouth intention. The results conclude that, in fact, some statistically significant differences among the effect degrees of the two independent variables on the dependent variable according to the safety level of transaction on Online Travel Agencies website do exist. In short, 'transaction safety' variable does have moderating effects on the above relationships.

• The Korean Journal of Community Living Science
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• v.26 no.1
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• pp.145-154
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• 2015

This study examines the effects of evaluation criteria for natural cosmetics on purchase and word-of-mouth intentions according to the LOHAS class. A survey was conducted from Feb. 2 to 17, 2013 and a total of 410 responses were analyzed using SPSS 18.0. The results of this study are described below. First, evaluation criteria for natural cosmetics had four dimensions - practical, aesthetic, promotional, and social criteria. Second, for the upper LOHAS class, all four dimensions of evaluation criteria for natural cosmetics were important relative to the middle and lower classes. Third, for the upper and middle LOHAS classes, purchase intentions were influenced by practical criteria. However, evaluation criteria had no effect for the lower LOHAS class. Fourth, the upper LOHAS class considered practical criteria, the middle LOHAS class considered practical and social criteria, and the lower LOHAS class considered aesthetic criteria, As a result, word-of-mouth intentions were influenced by evaluation criteria for natural cosmetics.