• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.6
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• pp.153-161
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• 2014

This study is to contribute to the policy decision of cosmetic industry through analyzing marketing mix factors which affects customers' buying intention. For this study, marketing mix factors that impact on cosmetic customers purchasing intention were collected and chi-square independence analysis of SPSS and qualitative analysis technology of Kano & Timko were used. Analysis reached one conclusion, which factors were maximizing customers satisfaction, shows the price discount policy and recommendation from family and colleague. Product's effectiveness, usefulness and skin compatibility were rated as an one-dimensional quality as those factors were linearly affected when customers needs were satisfied. However product's containers, package design, colors, brand reputation, low and middle price, distribution channel and advertising medias were investigated as an indifferent quality and they were rated as low satisfaction/dissatisfaction coefficient of Timko. Therefore they do not need to invest to those factors too much budget for attaining customers' buying intention.

• Information Systems Review
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• v.10 no.2
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• pp.195-209
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• 2008

Customers' needs change every moment. Profitability of stores can't be increased anymore with an existing standardized chain store management. Accordingly, a personalized store management tool needs through prediction of customers' preference. In this study, we propose a recommending procedure using dynamic customers' preference by analyzing the transaction database. We utilize self-organizing map algorithm and association rule mining which are applied to cluster the chain stores and explore purchase sequence of customers. We demonstrate that the proposed methodology makes an effect on recommendation of products in the market which is characterized by a fast fashion and a short product life cycle.

• Culinary science and hospitality research
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• v.21 no.2
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• pp.103-118
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• 2015

This study is intended to look into the effect of dining space color and design on customers' psychological response, satisfaction, and reuse intention of restaurants. To achieve this, an empirical survey was carried out based on responses from 400 dining-out customers. The results were as follows. The dining space color and design had a significant and positive effect on customers' psychological reaction, satisfaction and reuse intention of restaurants. This is a result of positively evaluated service through an increased customer emotional response to simultaneous factors. It also suggest a recognition of a customer's psychological response in forming images based on restaurant attributes aside from food quality, such technique, ornamental equipment, sound, and design factors harmonized with indoor environment, in an attempt to increase customer interest in an increasingly competitive business environment. Consequently, dining space color and design can lead to customers' psychological satisfaction and reuse intention.

• Korean journal of food and cookery science
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• v.29 no.5
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• pp.553-562
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• 2013

The purpose of this study was to analyze the key factors considered important by customers in the selection of a Korean restaurant through the use of conjoint analysis techniques. A total of 400 questionnaires were distributed over a 2-week period in October 2011, of which 354 were completed (88.5%). Statistical analysis was then carried out using the Windows 18.0 Statistics package. The research was based on the analysis of two target areas - daily meals and special purpose meals. Responses were measured by using Zaichkowsky's Personal Involvement Inventory (PII) and a 7-point Likert Scale. Overall it was found that in all areas of the results regarding the involvement related analyses, daily meals scored lower than special purpose meals. This implied that the choice of daily meals is more applicable to customers with a low level of involvement, whereas high-involvement customers were more likely to focus on special purpose meals. The analysis of high-involvement customers revealed that the quality of food, price, service quality and physical environment, in order of priority, were the most important factors in selecting a restaurant. The use of the optimum attribute combination revealed the following results: delicious food (0.601); friendly staff (0.170); clean restaurant (0.191); price of 20,000 won (-0.513). Furthermore, low-involvement customers considered the following factors as important when selecting a Korean restaurant: quality of food, followed by price, physical environment and service quality in that order. In this instance, the optimum attribute combination showed the following outcomes: tasty food (0.645); friendly staff (0.418); clean restaurant (0.365); price of 5,000 won (-0.847). These results indicated the importance of developing a marketing plan which was based specifically on a customer's involvement level, focusing on their main selection criteria when choosing a Korean restaurant.

• Journal of Distribution Science
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• v.7 no.2
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• pp.89-119
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• 2009

The purpose of this research is showing an appropriate way of maximizing customer service and establishing VOC system by analyzing different voices from complaining customers as well as loyal customers. This research is also aimed at figuring out how companies can implement effective service marketing methods in the field complying with customers' needs and how they can survive in the competition. The range of research is confined to 5 marketing companies and their web-sites on which customers can get logged and directly post their claims. These web-sites showed how those 5 companies cope with customer claims. A questionnaire research was made in A's store to evaluate customer satisfaction. These are conclusions drawn by this research. First, prompt reactions of sincerity to customers' claims contribute to building favorable corporate images. Second, the preference to VOC channels varies with age and sex. Marketers should implement respectively different channels for customers under age 30 and those over age 40. Women have a tendency to prefer instant phone conversations and want to have their claims well listened to. Third, a series of shift in customer trend drives companies into establishing their own interactive VOC systems based on customers' preferences. Customer-oriented management has become a key factor for survival in recent intensely competitive market situation, as the web-based e-commerce market has been rapidly growing accompanied with a dramatic advance of network marketing methods. This research suggests some practical methods to establish a customer-oriented VOC system that can be easily adopted in the field.

• Journal of Distribution Research
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• v.12 no.3
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• pp.69-90
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• 2007

This study is set out to investigate the factors that influence customers' behavior of choice and switching between online and offline channels, separating the purchase decision into two stages, i.e., information search and purchase. Factors influencing channel choice are found to differ from stage to stage. The main results of this study are as follows. At the information search stage, customers' channel knowledge had impacts on the choice of the channel. Customers are more likely to visit offline bookstores when they have hedonic shopping orientation and higher involvement level with books. On the contrary, customers are more apt to search online when they have a lot of online shopping experiences. At the purchase stage, the results varied according to the search channel. When customers search for information online, the following variables lead to online purchases: online shopping experiences with books, price-focused shopping orientation, and time availability for shopping. Perceived risk made customers purchase offline even though they searched online. In case of offline searching, customers with more convenience-focused, hedonic-focused shopping orientation and less tim availability purchased offline.

• Management & Information Systems Review
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• v.39 no.2
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• pp.127-143
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• 2020

As customers' irrational, rude behaviors are often covered by media recently, the issue is becoming a more serious social issue. Workers' stress in the service industry is very severe because they have to face and interact with customers with rude behaviors in-person due to the nature of the job. As a result of customers' rude behaviors, workers even desire to leave their organization because they feel doubts about their job and have negative emotions such as unpleasantness, depression, and fear. Considering that customers' rude behaviors directly impact service industry workers' ability to offer proper service, it is necessary to have appropriate measures against their rude behaviors. This research examined the impact of customers' rude behaviors on service industry workers' emotional dissonance, its impact on job stress, and the impact of job stress on organizational deviance, life violations and creativity. The study also analyzed the moderating effects of stress management education in emotional dissonance and job stress relationship to device ways to manage job stress more positively. To collect data, the study conducted a survey on medical service workers in the customer service sector of large general hospitals and small or medium-sized hospitals in Busan, and the results were as follows. First, rude behaviors had a significant positive(+) effect on emotional dissonance, which had a significant positive(+) effect on job stress. Third, job stress had a significant positive(+) effect on both organizational deviance an life violations. Fourth, job stress had a negative(-) significant effect on creativity. Fifth, there was no moderating effect of stress management education in the relationship between emotional dissonance and job stress.

• The Korean Journal of Franchise Management
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• v.10 no.2
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• pp.49-58
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• 2019

Purpose - As the growth potential of the cultural contents industry steadily grows, the cinemas industry is growing fast especially due to popularity and commerciality. The recent in the cinemas industry is evolving on multiplex cinemas that combine cultural facilities such as theaters, restaurants, and shopping centers. Due to the rapid growth of multiplex cinemas, many researchers have studied the characteristics of visiting customers in Korea. Among them, selection attribute of multiplex cinemas, including the service quality and physical environment, is important because it may examines the cause of customer 's behavior. Thus, this research focuses on the effects of the selection attributes of the multiplex cinemas on customer satisfaction and their loyalty. This research suggests the guidelines for how cinemas should manage their customers and build their customers satisfaction and loyalty that improve business performance. Research design, data, and methodology - This study tests the structural relationship between selection attributes of multiplex cinemas, customer satisfaction, and loyalty. selection attributes of multiplex cinemas divide into five sub-dimensions such as movies facility quality, services, cleanliness, accessibility, and snack bars quality. In order to examine the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 100 students in their 10-20s and were analyzed using SPSS 22.0, SmartPLS 3.0 and fsQCA program. Result - The findings of this research are as follows. First, all selection attributes except cleanliness have significant positive impacts on customer satisfaction and loyalty. Second, customer satisfaction has significant positive impact on loyalty. Third, as a result of fsQCA, high satisfaction and high accessibility were the necessary conditions on loyalty. Fourth, the necessary conditions for male and female groups were different. Conclusions - The implications of this study are as follows. Overall, multiplex cinemas should manage selection attributes basically regardless of the type of theater. Especially, cleanliness was not significant, but the customer probably consider it an essential and basic factors. Also, they are able to manage the selection attributes differently depending on the type of gender. For the male customers, it is effective that centralized strategy and for female customers, it is effective that emphasized the multiplex cinemas image.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.152-165
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• 2007

The purpose of this study is to prove that the appropriate fit between service failure and recovery strategy can efficiently maximize customer satisfaction and behavioral intention, by using the prepared scenario through comprehensive approach concerning how the expectation level of service recovery has influence on perceived fairness, satisfaction and behavioral intention of service recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area, $June{\sim}August$ 2004, by setting factorial design of 2(control, severeness)$\times$3(distributive fairness, procedural fairness, mutual relational fairness)$\times$2(customer satisfaction, customer behavior). The survey was performed on the customers who visited common restaurants, family restaurants, hotel restaurants, etc. mainly in Seoul, and total 600 sheets of questionnaires were distributed and 496 sheets of them were returned(82.67% of return ratio). Research findings are as follows; First, perceived recovery justice has an effect on customer satisfaction and behavioral intention. Second, customer satisfaction and restaurant satisfaction have positive influence on behavioral intention. The results will be helpful for them to develop a further service failure and recovery framework. For service marketing managers, the results will suggest specific guidelines for establishing service recovery strategies.

• Fashion & Textile Research Journal
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• v.15 no.1
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• pp.95-102
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• 2013

In order to understand meaningful customer experience in social media, this study profiles customer engagement by exposing the essential brand experience rooms in hyper-reality contexts. This study selects Snuggie as a target brand as it uses multiple contact points, including social media, to provide meaningful experience to customers. With their unique marketing strategy, Snuggie became a popular brand among the U. S. customers beyond just a wearable blanket. Upon analyzing a total of 364 customer reviews about Snuggie in Amazon.com, five experience rooms were exposed; "Physical artifacts" and "customer involvement" are influential experience rooms which signify interactions between products and customers, while "intangible artifacts", "technology" and "customer placement" reflect a lower degree of experiential engagement. This approach suggests a theoretical foundation in understanding the customer engagement concepts by the means of brand experience dimensions in social media. The ability to create compelling engagement in social media depends on the successful facilitation of relationships and information, which lead to a creative, communicative and interactive experience.