• Journal of Distribution Science
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• v.14 no.9
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• pp.111-120
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• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• Journal of the Korean Society of Costume
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• v.61 no.5
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• pp.64-76
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• 2011

Consumers attribute human personality to products or stores as well as brands. As brand personality is imprinted to a consumer's mind, in e-commerce, the concept of store personality needs to be examined by comprehending the e-brand personality. Unlike the recent studies that focus primarily on the portal site, we attempt to identify e-brand personality of online shopping malls that sell fashion products. This study also examined the impact of the parent company's attributes on e-brand personality. A survey was conducted to 240 females and 240 males in their 20s or 30s. E-brand personality of three different types of the Internet shopping mall was evaluated by 160 respondents, respectively. As a result, we found that Internet shoppers perceive that e-brands have four distinct personality dimensions: young, reliable, sophisticated, and creative. Among the four dimensions, "young" and "reliable" showed the most significant influence on intention to visit the shopping mall site. Besides, e-brand personality varied with parent companies' attributes such as reputation, credibility, and fashion industry-relatedness. Especially, credibility of the parent company showed a strong positive relationship with e-brand personality.

• Journal of Global Scholars of Marketing Science
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• v.18 no.1
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• pp.1-31
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• 2008

Trust is central to human relationships, at all times and places. The importance of trust is fundamental in all areas of human life, not only in the area of business administration. 2,500 years ago in China, Confucius taught that the foundation of politics was the trust of the people, more important even than military strength or the supply of food. Shakespeare's play, "Much Ado about Nothing' is about trust and deception. These days, trust and transparency in a commercial organization's business culture form the basis of the 'social capital' by which that organization increases its productivity. A successful company raises productivity by the accumulation of social capital, derived from a trust relationship between business partners, and between the company and consumers. Trust is the crucial factor. At the national level, building trust determines a nation's competitiveness. For a company, long term trust relationships with customers are essential for its survival in a business environment of rapid change. Such relationships, based on trust, are important assets to ensure a company's competitive advantage, and need to be organic to that company's business culture. Because of this importance, trust relationships have been studied in diverse areas within business administration, and especially within marketing, where they form the basis of a successful relationship between producer and consumer. However, what has been lacking is a unified definition of trust. Research has been conducted on the basis of various definitions and models. The majority of researchers have not considered the multidimensional character of the concept of trust until now. Approaches based on a one dimensional model have undermined the value of research results. Furthermore, researchers have only considered trust and trustworthiness as a single component. The majority of research has explored the consequences of perceived trust for outcomes such as loyalty or cooperation, but has neglected the effects of trustworthiness upon the mechanisms of consumer trust. This study focuses on the dimension of trust from such a perspective. It seeks to verify the effect of trust on customer intentions by breaking it down into three separate components: 1) the salesperson, 2) the product/service, and 3) the company. The purposes of this paper are as follows: Firstly, we review the multidimensional nature of trust objects: the salesperson, the product/service, and the company. Secondly, we analyze the relationship between multidimensional trust and trustworthiness. Thirdly, we analyze the connection between trust and repeat purchase intentions for the maintenance of long term relationships. For these purposes the author has developed several hypotheses as follows: H1-1: The competence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H1-2: The benevolence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H2-1: The competence of product/service is positively associated with the trust given by the consumer to the product/service. H2-2: The benevolence of product/service is positively associated with the trust given by the consumer to the product/service. H3-1: The reputation of a company is positively associated with the trust given by the consumer to the company. H3-2: The physical environment of a company is positively associated with the trust given by the consumer to the company. H4-1: Trust in a salesperson is positively associated with repeat purchase intentions. H4-2: Trust in a product/service is positively associated with repeat purchase intentions. H4-3: Trust in a company is positively associated with repeat purchase intentions. The data was compiled from 366 questionnaires. 500 questionnaires were collected, but some of the data was considered unsuitable and inappropriate. The subjects of the survey were male and female customers purchasing products at department stores in Seoul, Daegu and Gyeongbuk. It was carried out between Oct. 25 and 29, 2007. The data was analyzed by frequency analysis using SPSS 12.0 and structural equation modeling using LISREL 8.7. The result of the overall model analysis is as follows: Chi-Square=445.497, d.f.=185, p-value=0.0, GFI=.901, RMSEA=.0617, NNFI=.986, NFI=.981, CFI=.989, AGFI=.864, RMR=.0872. The results of the overall model analysis were coherent. It was found that trust is a multi-dimensional construct, that each of the dimensions of trust are meaningful influences on customer's repurchase intention. Trust in a company may be the most relevant, while trust in a product/service and a salesperson may be less relevant to repurchase intentions. The effective factors in determining trust in a salesperson and a company's product/service were found to be competence and benevolence. Factors in determining trust in a company were its reputation and physical environment, and the relationship of each effective trust factor has been verified in this research. As a result, it was found that competence and benevolence have a meaningful influence on trust in a salesperson and in product/service. It was also found that a company's reputation influences the overall trust in the company significantly but a company's physical environment does not have much effect.

• CELLMED
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• v.8 no.4
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• pp.21.1-21.2
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• 2018

The aim of this article is to argue that repeated singing helps to feel 'misery loves company.' Folksong is popular music in the past. Korean folk songs have almost repetitive chorus. The repetitive refrain is made easy for everyone to follow. So, people become comrades who share the chorus together. Repetitive music makes people more intimate and more intimate. So, people feel that they share thoughts and feelings with music. It gives me energy to never give in to destiny. So, they encourage each other to be worth living. They sing together and sympathize and comfort each other's pain. 'Hook song' is the most popular form in these days in Korean music. The form of K-pop (Korean pop), which is gaining popularity worldwide, has many repetitions and concentration of melody. BTS (Bang Tan Sonyundan, Boyband) also tells teens around the world through repetitive melodies that "Let's share our joy and sorrow." This is the highest value of music therapy. BTS is a Korean boy band that has gained a worldwide reputation. Recently, their songs are affecting teenagers all over the world. In this way, the author thinks that the repetition of folk songs was reborn as a 'Hook song' and the repetitive form of music is a good way to give support to anyone. The author thinks this is best accomplished by singing 'misery loves company.'

• Journal of Korea Entertainment Industry Association
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• v.14 no.6
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• pp.13-27
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• 2020

This study aims to analyze the effect on the adherence intention of enterprise image, trust, and relationship maintenance by the relation marketing in companies, especially in design companies, to examine the relationship establishment in the operation and communication between customers (users) on using the company's service and the member working for the company, and to suggest its substantiation of the mutual satisfaction effect. The research method was, first, analyzed based on the data collected after examining the published domestic and foreign papers, academic journals, publications, books, and internet in order to conduct the theoretic consideration. Also, for objective validity and empirical proof, the empirical analysis was conducted on the survey conducted and collected over two months for the employees of design companies living in Seoul and Gyeonggi-do, and the results are as follows. First, the result of verifying the relationship between relationship marketing and trust showed that the company's expertise does not significantly affect its trust while the company's communication and reputation affect significantly on trust. Second, the relationship between relationship marketing and sustainability has been verified that all variables, such as expertise, communication and reputation does not significantly effect the relationship maintenance. Third, the company's trust has significant effect on relationship maintenance. In addition, the implication and limitation of the study related to this were suggested in the conclusion.

• Asia Marketing Journal
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• v.15 no.4
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• pp.187-200
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• 2014

The case study of OB shows dramatic market dynamics between leader brand vs. follower brand similar to Kirin vs. Asahi in Japan for two decades. Almost 20yrs ago, the brand status of OB was dramatically fallen because of the environmental pollution of subsidiary company and harsh competition of rivalry brand. But OB made a ground change in its brand strategy. OB departed from the pride in its past to bet on the new. OB decided to vitalize Cass brand through brand portfolio strategy. They deployed 3 phase articulated marketing plans; Phase I, Acquisition of Cass brand through M&A and strategic segmentation/targeting (1993-2005), Phase 2 - Mega Brand Strategy through Line Extension(2006-2009), Phase 3 - Experiential Marketing focused on Young Culture (2010- present). Finally, OB restored not only brand reputation of Cass and other brands but dominant market position in beer market. Now Cass has been growing rapidly in the last 20 years achieving 50% M/S. The three phases shows the typical successful process of brand management and revitalization adopting brand concept management and S-T-P strategy of manufacturing company.

• Journal of Digital Convergence
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• v.13 no.2
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• pp.73-81
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• 2015

SNS is in the process of fast evolution as well. This study is about influence of authenticity and interactivity among Facebook Fan Page users. Authenticity is something people form in the process of expressing and sharing information thru SNS Facebook Fan Page. Interactivity is a level of participation of users in the process of expressing and sharing information thru SNS Facebook Fan Page. The focus of this paper is to see the power of authenticity and interactivity of SNS Facebook Fan Page users in a time of crisis. Authenticity is proven as a valuable asset for corporations for it showed a sturdy characteristic even when something terrible happened. When a crisis attacked, high authenticity user group was not willing to change their evaluation on a company reputation and image as much as low authenticity user group. Interestingly enough, the meaning interactivity level was strikingly different from what we expected. The more their level of interactivity, was the more they were likely to change their evaluation on a company in a time of crisis. A serious discussion is necessary for this contraty results.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.25 no.3
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• pp.649-664
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• 2015

Recently, the risk of security incidents has been increased due to change of IT environment and development of new hacking methods. Event study methodology that measures the effect of a specific security incident on the stock price is widely adopted to analyze the damage cost of security incidents on market value. However, analysis of company's temporary stock price change is limited to immediate practical implication, and reputation loss should be considered as a collateral damage caused by security incidents. We analyzed 52 security incidents of listed Korean companies in the last decade; by refining the criteria presented by Tobin's q, we quantitatively showed that the companies has significantly higher reputation loss due to security loss than the other companies. Our research findings can be used in order that the companies can efficiently allocate its resource and investment for information security.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.933-941
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• 2021

This research aims to test the effect of corporate governance factors on corporate social responsibility (CSR) disclosure and its impact on a company's financial performance. The factors of corporate governance referred to in this research are foreign ownership, state ownership, number of board of commissioners, the proportion of independent commissioners, and educational background of commissioners' board. Based on the purposive sampling method, 194 companies were selected with a total of 582 observations. The data analysis used in this study was the Structural Equation Model (SEM) approach by using the alternative Partial Least Square (PLS) method. The results of this research indicated that state ownership, number of board of commissioners, and the proportion of independent commissioners had a significant positive effect on CSR disclosure. While the foreign ownership and the educational background of the commissioners' board have had an insignificant effect on CSR disclosure. Then, CSR disclosure had a significant positive effect on the companies' financial performance. The findings of this study suggest that the positive effect of the CSR disclosure on performance is because the disclosure is able to improve the company's reputation; the more social activities are carried out will improve the customers' loyalty as well as the support from other stakeholders which in turns will improve the company's performance.

• Journal of Distribution Science
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• v.12 no.8
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• pp.113-121
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• 2014

Purpose - Recently, the number of corporations that practice environmental and social responsibility, besides engaging in traditional profit-seeking activities, has been growing steadily, as interest in Corporate Social Responsibility (CSR) is increasing. Recent research on CSR practices has identified the relationship between CSR activities and corporate value as one of the main issues in this respect. Considering that donations constitute a large proportion of a company's charitable activities, we considered the extent of donation expenses as a charitable activity in order to mitigate sample selection bias. Specifically, we analyzed the impact of donation expenses on firm value, while investigating if this impact varied in response to the level of corporate governance of firms. Research design, data, and methodology - We used non-financial firms listed on the Korean Stock Exchange, having their fiscal year end in December, and the sample period was 2006-2013. For the dependent variable, Tobin's q was used as the corporate value, and for the independent variable, donations were measured as the donation-expense-to-sales ratio. Corporate governance scores, as rated by the Korea Corporate Governance Service, were used to measure corporate governance levels because they consider the overall aspects of governance, including ownership structure, the board of directors, and the audit mechanism of individual companies. To examine the impact of donations on a company in relation to the level of corporate governance, we estimated regression models using the interaction terms of the governance dummy and donation variables. Then, we further estimated the regression models of two sub-samples that were classified according to the level of corporate governance. Similar to previous studies, the study uses variables that affect firm value, such as R&D expenditure, advertising expenses, EBITDA, debt-to-equity ratio, sales growth, company age, and company size as control variables. Results - The empirical results show that firm value significantly increased in response to an increase in donation expenses. Upon including the interaction terms of governance level dummy variables and donations, the coefficients of the interaction terms show significant positive values, while those of donation variables show significant negative values. In the strong governance sub-sample, the relationship between the donation expenses and corporate value was statistically positive (+) and significant. However, in the weak governance sub-sample, the relationship between the donation expenses and corporate value was statistically insignificant and negative (-). Conclusions - The empirical results suggest that donation expenses are significantly linked to an enhanced corporate value if firms have a good corporate governance structure. However, if the corporate governance structure is weak, the same relationship is not necessarily observed. The results of this study show that if a firm has high corporate governance, CSR practices enhance the company's reputation such that it has a positive (+) relationship with corporate value. If a firm has weak corporate governance, on the other hand, CSR practices are recognized as an agency cost and do not increase corporate value.