• Journal of Korean Society for Quality Management
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• v.40 no.3
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• pp.359-371
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• 2012

Purpose: Due to the explosive growth and widespread use of smartphones, new business opportunities are emerging. Despite the importance of creating customer value in using smartphone applications, past studies on have mainly focused on functions or factors and specifications that influence users to use the device. Methods: This study is intended to identify how customer dissatisfaction from the use of smartphone application services affects customer sentiment and behavior. The research model is tested via a survey of 290 smartphone application users. Results: The result of this empirical study indicates that customer dissatisfaction significantly affects the user's disappointment and regret in using a service, which are subordinate values of customer emotion. The user's anger is positively associated with 'Negative word of mouth' and 'Complaint', which are subordinate values of customer behavior, but not with an intention to switch to another service. 'Regret' and 'Disappointment' are positively associated with 'Negative word of mouth' and 'Switching intention', but not with 'Making direct complaints'. Finally, customer's negative sentiments are a significant intermediary in the relationship between customer dissatisfaction and behavioral response. Conclusion: Finally, the study offers a more systematic understanding on the phasal response process of customer dissatisfaction in relation to the provision of smartphone application services.

• (The) Korean Journal of Advertising
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• v.28 no.6
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• pp.7-34
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• 2017

The debate surrounding advertising effectiveness is not to be overstated as a major source of advertising research. However, there is still a lack of discussion on the model for measuring the effects of government and public service advertising. This study focuses on this point and develops an index model that can evaluate government advertising. For this purpose, we conducted a survey of 800 respondents in 7 major cities. Based on the creativity evaluation factors (originality, clarity, and appropriateness) of government advertising and the evaluation factors (interest, avoidance, and relevance) of policy contents, a causal model that affects the cognition, attitude, and behavioral responses of the audience was set up. As a result of analysis, originality, clarity, interest, and relevance except for appropriateness and avoidance were meaningful variables for creating government advertising effect such as policy understanding, audience attitude, word of mouth intention of policy. In addition, policy understanding and audience attitude were the main mediating variable influencing the word of mouth intention of policy. Based on research results, this paper discussed the direction for creating effective government and public service advertising in the future.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.239-253
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• 2010

This study was designed to investigate the performance analysis of dining space design, food styling, and table decoration of hotel wedding conventions. For this purpose, it investigated relevant literatures, set up hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For the empirical analysis, a questionnaire survey was conducted to total 316 customers of deluxe hotels in the Seoul area. The model was tested using SPSS 12.0 and AMOS 5.0 on a sample of 321 surveys received with 96% of usable response rate. The results of the empirical analysis are as follows. Dining space design has a significant effect on customer satisfaction. Food styling has significant influence on customer satisfaction. Customer satisfaction has significant influence on revisit intention. Customer satisfaction has a significant effect on word of mouth. Revisit intention has significant influence on word of mouth.

• Asia Marketing Journal
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• v.9 no.3
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• pp.75-115
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• 2007

This study investigated the effect of service provider's recovery effort and pre-failure customer-employee rapport on post-recovery consumer response such as satisfaction, purchase intention, and positive Word-of-Mouth communication. First, this study explored the interaction effect of recovery effort and customer-employee rapport on post-recovery consumer response. The result shows when the level of pre-failure customer-employee rapport is high, customer's positive responses decreased slightly even though they perceived low recovery effort. However, when the level of pre-failure customer-employee rapport is low, customer's responses were decreased considerably in case of low recovery effort. Second, this study examined 'service recovery paradox' which is post-recovery consumer's satisfaction is greater than the case of no service failure. The result shows recovery paradox was not supported in all samples regardless of the level of recovery effort and customer-employee rapport. Synthetically, customer-employee rapport took a buffering role in customer response after service failure although it's not the same as error-free state.

• Journal of Korea Trade
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• v.23 no.4
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• pp.58-79
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• 2019

Purpose - This study focused on the effect of mobile app information system quality on re-use intention in the medical service trade, and examined how the Chinese, currently the main consumer of Korea's medical service trade, obtained information through mobile apps, and the status of satisfaction felt by experiencing medical services. Design/methodology - The survey period was from November 2018 to January 2019, and was conducted on Chinese who voluntarily experienced medical services. The collected data verified causality of the study model through the statistical program, SPSS.24. The results showed that the most popular medical institution through the medical service mobile app is dermatology, and the quality of the app's information system plays a mediating role in influencing re-use intention. Findings - Overall, the current trade in medical services is first accessed and acquired through mobile apps, and as a result, consumers revisit medical institutions according to the reliability of information. Comments and likes, another new form of the word of mouth that has greatly influenced revisiting in the past, are seen to be spreading through the app's medical information. Originality/value - The previous market for the medical services trade was formed by very conservative word of mouth, but now we believe that the app's information system actively influences the revisit effect. This means that apps can be used in diverse areas in the medical service trade market. In addition, the medical service market needs to further develop a mobile app environment that can reflect consumers' diverse needs, behaviors, and culture from time to time in order to revitalize the service trade. Such an app environment development will have tremendous promotional effects on the trade market and provide directions for expanding trade in medical services.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.3
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• pp.1478-1488
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• 2014

The purpose of this study was to forecast which factors provided satisfaction for the foreign medical tourist. The study concluded that the following key factors most affected the satisfaction of medical tourism: total travel budget, number of visits for medical services, occupation, education, monthly household income, budget for medical expenses, and the visiting period. Overall satisfaction of medical tourism explained was 43.5%. The influence of satisfaction on medical tourism through a word-of-mouth and the revisit intention was significant. These conclusions suggest that overall satisfaction with medical tourism based on this study's key factors may be an important factor for increasing the word-of-mouth and the revisit intention by the medical tourist in the future.

• The Journal of the Korea Contents Association
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• v.16 no.9
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• pp.545-559
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• 2016

Recently consumers to access various Word-Of-Mouth information on online. And eWOM (eWOM : electronic Word-Of-Mouth) information had an important effect on consumer attitude(purchase intention). The purpose of this study is to investigate what the general characteristics of eWOM and the effects of how these factors will affect credibility, eWOM acceptance and purchase intention. In this study, the model contains information characteristics variables(consensus, newness), community characteristics(tie strength, interaction) on eWOM characteristics. This study makes contributions as follows. First, information consensus had not effect on credibility. Second, information newness and community characteristics(tie strength, interaction) had a significant on credibility. Third, credibility is the important factor on eWOM acceptance. Lastly, eWOM acceptance had a considerable influence on purchase intentions.

• The Journal of Economics, Marketing and Management
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• v.11 no.5
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• pp.29-44
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• 2023

Purpose: This study analyzed the effect of the perceived value of the OTT platform on consumers' technology acceptance, continuous use intention, and WOM using the Expanded TAM. Research design, data and methodology: A survey was conducted targeting OTT platform users in their 20s to 40s nationwide from August 10 to 16, 2022, and a total of 208 people were used in the final analysis. To verify the research model, frequency analysis, CFA, and SEM analysis were performed using SPSS and AMOS. Results: First, the perceived value of the OTT platform was found to have a positive effect on consumers' technology acceptance (perceived usefulness, perceived ease of use, and perceived enjoyment). Second, the perceived ease of use of OTT platform consumers was found to have a positive effect on perceived usefulness and perceived enjoyment. Third, it was found that the perceived usefulness and perceived enjoyment of OTT platform consumers had a positive effect on the continuous use intention, and WOM. Fourth, it was found that the continuous use intention the OTT platform had a positive effect on the WOM. Conclusions: Word of mouth and continuous use of existing customers are important for OTT platform companies to retain existing customers and secure new customers. Through the perceived value of the OTT platform, efforts should be made to provide various contents that consumers can enjoy along with usefulness and convenience of functions.

• Journal of Distribution Science
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• v.14 no.7
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• pp.21-31
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• 2016

Purpose - With globalization, medical tourism has developed as a new industry, which attracts practitioners and academics to have more interest in researches on customers' behavior. This research was to investigate empirically WOM effects on the intention of Chinese customers when they select an international medical tourism destination. Interestingly, WOM effects on their choice and decision process may vary by the extent of their severity of illness. Research design, data, and methodology - The data was collected from 1,747 potential Chinese residents in main districts of China. Moderated regression analysis was used to estimate WOM effects on Chinese customers' choice intention. Results - Results imply that WOM determinants of tie strength, credibility, and vividness do interact with medical tourism information and affect customers' intention for health care abroad. Results also reveal that the severity of illness plays a critical moderating role in customers' decision process. Conclusions - WOM and the severity of illness are important moderators for Chinese customers to make a decision for medical tourism. It provides some implications for service organizations for developing and implementing marketing strategies in international health care markets.

• The Journal of Information Systems
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• v.22 no.2
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• pp.1-24
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• 2013

The main purpose of this study is to understand how the characteristics of social network services' social group can impact customer satisfaction, trust and repurchase intention. For this, this study extracts five social group factors(word of mouth effect, social interaction, collectivism, variety seeking, information seeking) based on relevant literature reviews. In addition, the study examines the moderating effects of utilitarian value on the relationships between customer satisfaction and trust and intention to repurchase. The proposed model of this study is empirically tested using survey data collected from 220 social commerce users. The results indicated that social group factors except social interaction were positively related to customer satisfaction. In addition, social group factors except social interaction and information seeking were positively related to trust. The results also showed that customer satisfaction and trust had a significant influence on intention to repurchase. The moderating effects of utilitarian value also was significant. The results of this study presented the strategic implications for social commerce firms.