• 한국콘텐츠학회논문지
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• 제8권3호
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• pp.173-181
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• 2008

본 연구는 인터넷 쇼핑몰에서 소비자의 구매제품유형에 따라 쇼핑가치와 점포이미지를 파악하여 만족도 및 재방문의도와의 관련성을 검증하고자 하였다. 분석결과 쇼핑가치는 쾌락적 가치와 실용적 가치로 분류되었으며 쇼핑몰의 이미지는 명성, 제품 및 정보서비스, 구매 후 고객서비스, 분위기, 편리성, 안전성 등 여섯 가지 차원으로 추출되었다. 쇼핑몰의 이미지요인은 탐색재, 경험재 모두 쾌락적 쇼핑가치보다는 실용적 쇼핑가치에 미치는 영향력이 더 높았다. 또한 구매제품유형에 따라 쇼핑몰의 이미지와 쇼핑가치가 고객만족 및 재방문의도에 영향을 미치는 데 서로 유의한 차이가 있는 것으로 나타났다. 이러한 연구결과는 경쟁이 심화되고 있는 인터넷 쇼핑몰 시장에서 차별화된 세분시장을 파악하는데 마케팅시사점을 제공할 수 있다.

• 마케팅과학연구
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• 제17권4호
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• pp.223-245
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• 2007

Purpose: While empirical importance of dimensionality of perceived value is widely accepted, our understanding of experiential value dimensions in other retail channels and other cultures has not been explicitly tested. This study attempted to determine if the dimensions of experiential value scale (EVS) by Mathwick, Malhotra, and Rigdon (2001) identified in US catalog and Internet contexts could be applied in other international markets (South Korea) and in other retail channels (department store versus Internet shopping mall). Methodology/Approach: Two data sets, one from 220 department store shoppers and the other from 359 Internet shopping mall shoppers, were analyzed. Findings: Confirmatory factor analysis confirmed four different EVS dimensions by retail channels. Overall, entertainment and intrinsic enjoyment values were found to be more important in department store while economic and efficiency value dimensions were interpreted critical in Internet shopping mall context. Visual appeal aspect constitutes distinct value dimension in two channels. Practical Implications: One separate dimension of time efficiency in Internet shopping mall suggests that more efficient web design and functions that can save time and promote convenience are needed to better accommodate their customers. Internet has heavily relied on traditional attributes, such as factual information, price comparability, and brand name reliance. However, this study suggests that Internet shopping mall retailer should offer visual diversion and stimulation just as brick and mortar shopping malls do. Originality /Value of Paper: Although the research findings must be viewed as tentative because the results are from one country, they provide a rich basis for further understanding the dimensions of experiential value in other international markets and other retail channels. Category: Research Paper

• CRM연구
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• 제2권1호
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• pp.15-32
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• 2009

기업들은 고객을 하나의 자산으로 여기고 관리함으로써 고객로열티가 높아질 것으로 기대를 하고 있다. 하지만 고객자산관리 노력에도 불구하고 고객로열티 증대 효과는 선형적으로 나타나지 못하고 있는데 이러한 현상은 고객 자산요소들이 고객로열티에 직접적인 영향을 주지 않을 수 있음을 말해준다. 본 연구에서는 고객자산요소와 고객로열티 사이에 숨겨진 매개요소를 찾고자 하였으며 매개요소로 신뢰를 고려하였다. 본 연구에서는 세 가지 고객자산관점 중 고객가치를 중심으로 분석하였는데 고객가치는 품질, 가격, 편의성으로 구분되다. 연구 결과, 온라인 쇼핑몰 환경에서는 신뢰가 고객가치요소와 로열티에 매개역할을 하는 것으로 나타났으며 특히 편의성과 가격은 로열티에 직접적인 영향을 주지 않고 신뢰를 통해 영향을 줌을 밝혀 냈다. 또한 고객가치요소가 신뢰에 미치는 영향순서는 인지적 편의성, 품질, 가격 순으로 나타났다. 따라서 온라인쇼핑몰은 고객가치요소 관리를 함에 있어서 가격보다는 편의성과 품질에 보다 중점을 둬야 할 것이며, 이러한 요소들은 고객과의 신뢰를 강화시킴으로써 로열티를 증대시키므로 고객과의 신뢰강화 노력에 집중해야 할 것이다. 또한 이러한 인과관계를 바탕으로 고객과의 신뢰를 고객관계관리의 지표로 관리할 필요가 있다고 판단된다.

• 한국의류학회지
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• 제24권6호
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• pp.873-883
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• 2000

The purpose of this study were to investigate the relationships of situation variables, product variables. consumer variables and impulse buying behavior in apparel store. We collected data from 462 consumers of adult women living in Pusan and analysed by factor analysis, cluster analysis, analysis of variance, t-test and discriminant analysis. The results were as follows: First, The purchase situation influenced on the impulse buying behavior consisted of the Pre-purchase condition and the Point-of-purchase state. The in-store situation consisted of the Salesman/store atmosphere, the Low price and the Possibility of out of stock. And the consumption values of apparel are divided into four factors ; Emotional/aesthetical value, Epistemic value, Functional value and Social value. The clothing shopping orientation as consumer variable extracted six factors ; Recreational orientation, Economical orientation, Brand/store loyalty orientation, Careful orientation, Apathetic orientation and Positive orientation. Consumers were classified by the cloting shopping orientation into the Convenience shopper, the Recreational shopper, the Economical shopper and the Careful shopper. Second, In comparison with the unimpulse-buyin groups, the impulse-buying group is more effected by in-store situation than purchase situation, and were more effected by Emotional/aesthetical value, Social value and Epistemic value of the consumption value. In consumer types, the more was the Recreational shopper and the Convenience shopper, the more showed impulse buying behavior. And the important factor distinguished between the impulse buying group and the unimpulse buying group was the Salesman/store atmosphere of the in-store situation.

• Asia pacific journal of information systems
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• 제14권4호
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• pp.1-22
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• 2004

Customer value is the source for competitive advantage of online businesses such as Internet shopping malls and portal service. It is important to analyze the relationship between customer value and repurchase in order to provide a guideline of successful online business. The purpose of this paper is to get answers for the following questions. First, what are key components of customer value in online business? Second, What difference exists in the importance or expectance of customer value and its current service level of online business? Finally, what influence relationships exist in customer value and repurchase intentions? Data were collected from 615 respondents who experienced purchase on the Internet shopping malls. This paper developed and empirically tested a model representing the relationships between customer value factors and repurchase intentions as well as difference between the importance of customer value and its service level. The findings here suggested that the service level of customer value was significantly lower than its importance, and customer value factors positively affected the repurchase intentions. Specifically, economy and trust/responsiveness value factors directly affected the repurchase intentions while other factors such as convenience, speed, personalization, community, and emotion value indirectly affected it through trust/responsiveness.

• 유통과학연구
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• 제19권10호
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• pp.5-15
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• 2021

Purpose: This study aims to present individual motivation and channel characteristics affecting omnichannel service use, as well as the effect relationship of the brand factor on consumption value, service satisfaction, and continuous usability based on convenience store pickup service, one of online shopping customers' omnichannel use services. Primarily, this study divided consumption value into emotional value and functional value and examined the consumption value characteristics of omnichannel-based pickup service customers. Research design, data and methodology: A questionnaire survey was carried out targeting 324 consumers having the omnichannel-based pickup service user experience in online shopping in Korea. A confirmatory factor analysis and path analysis were carried out based on the structural equation to verify hypotheses. Results: According to the analysis result, individual motivation affected the emotional value, and the omnichannel characteristics affected functional value. The brand effect influenced both emotional and functional values. The emotional value affected continuous use intention, and the functional value affected service satisfaction. Conclusions: Therefore, consumers' emotional and functional values showed differences in consumption behavior. In online shopping companies' marketing strategy construction for omnichannel, it was confirmed that a differentiated approach is needed depending on the strategic goal of satisfaction improvement and continuous use intention consolidation.

• 유통과학연구
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• 제13권1호
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• pp.47-55
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• 2015

Purpose - The objective of this study is to verify whether there are differences between Korean and Chinese consumers in the importance of the attributes such as shopping value and loyalty in social commerce. With the purpose of finding out these differences, the following questions are set up as research questions. First, will there be a difference between Korea and China in the importance of attributes of social commerce? Second, will there be a difference between Korean and Chinese consumers in shopping value? Third, will there be a difference between Korean and Chinese consumers in their loyalty? Research design, data, and methodology - The researchers collected data through self-administered questionnaires from Korean and Chinese consumers who had used social commerce within the past six months before answering the questionnaire. First, for social commerce users in Korea, comprising male and female university students in Chungcheong, a questionnaire was circulated. For social commerce users in China, university students within Beijing were surveyed. Responses to 336 questionnaires were used, excluding those with no answers or unreliable answers. Data coding and data cleaning were used. SPSS 18.0 was used. First, exploratory factor analysis is done to verify the validity of testing tools, and Cronbach's α coefficient is used to verify credibility. For factor analysis, the Varimax method is used. To verify the internal consistency reliability of each factor, the Cronbach's α coefficient is used to verify the credibility. Second, a T-test is done to verify differences between Korean and Chinese consumers for the importance of attributes. Third, ANOVA (Analysis of variance) is done to verify differences between Korean and Chinese consumers in shopping value and loyalty. Results - When Korean and Chinese consumers use social commerce, first, the importance of the attributes of social commerce is affected by four factors; playfulness and economic factors are more important to Korean consumers than Chinese consumers. As for informativeness factors, including product information and quality, and buyer comments, there was no confirmed difference between Korean and Chinese consumers. The convenience factor is more important to Chinese consumers than Korean consumers. Second, the factors affecting shopping value for Korean and Chinese consumers were hedonic shopping value and rational shopping value. To see the difference between Korean and Chinese consumers in shopping value factors, a t-test is conducted. As a result, in the rational shopping value factors of social commerce, Korean consumers scored higher than did Chinese consumers. These results were verified to be meaningful through statistics. In the hedonic shopping value factor of social commerce, Korean consumers scored higher than Chinese consumers. These results showed a significant difference. Third, loyalty in social commerce is higher for Chinese consumers than for Korean consumers. However, there is no difference in loyalty depending on sex. Conclusion - These results will hopefully be valuable and used in the future by Korean companies that wish to enter the Chinese social commerce market.

• 패션비즈니스
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• 제25권6호
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• pp.81-101
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• 2021

Traditional department stores have been struggling to attract customers for several years. Many retail stores have closed in recent years, even before the COVID-19 pandemic. The reinvention of in-store shopping value and experience is imperative to attract customers and reinvigorate retail business. The purpose of this study was to discover which in-store components can improve customer experiences and loyalty while also identifying dissatisfaction issues in consumer experiences in department stores. The data was collected from two consumer groups-luxury department store (Selfridges) customers and mid-market department store (Debenhams) customers-to identify the types of value and experiences they seek most often. The findings showed that to enhance their store patronage, Debenhams should reposition their brand image in a way that allows customers to connect with their self-image and lifestyle by improving efficiency and convenience and prioritizing the utilitarian and social value types. By contrast, Selfridges should enhancetheir store atmosphere, visual merchandising and sensory experiences by maximizing slow retailing experiences and emphasizing the aspirational self-concept image for symbolic and hedonic value. This research uncovered the existence of numerous overlappingvalue dimensions, each of which contributed to the enhancement of the others. Several young customers expressed their support for ecologically responsible, cost-effective second-hand luxury products. Instead of focusing merely on conventional value dimensions, department retailers should determine how environmental and ethical objectives can be fulfilled. This study explained how department stores can craft their in-store environments to appeal to their customers' preferred value types to ensure success in a competitive market.

• 유통과학연구
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• 제17권10호
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• pp.73-81
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• 2019

Purpose - The purpose of this study was to examine the effect of the heuristic type of consumers affecting purchase decision making and the intention of shopping value in their relationship to derive mobile social commerce purchase promotion plans. Research design, data, and methodology - A research model was constructed to relate the mediating effect of shopping value between heuristic types and purchase intentions. A total of 233 valid questionnaires were used for analysis for users using mobile social commerce. The statistical program used SPSS 24.0 and AMOS 24.0, and correlation analysis, regression analysis, and 3-step parametric regression analysis were used for the analysis. Results - The results of the analysis showed that representativeness heuristics, availability heuristics, adjustment heuristics, and affect heuristics had a statistically significant effect on the utilitarian value and the hedonic value. On the other hand, affect heuristics among the heuristic types were found to have the greatest influence not only on the utilitarian value but also on the hedonic value. The two types of shopping value were found to be partially mediated between representativeness heuristics and purchase intentions, between adjustment heuristics and purchase intentions, and fully mediated between availability heuristics and purchase intentions, affect heuristics and purchase intentions. Conclusions - These findings suggest that mobile social commerce companies should check in advance how consumer heuristic types affect purchase intentions. In particular, affect heuristics are caused by consumers' emotional mood such as mood or external stimulus being more important to decision making than rational decision making. Therefore, the result of this study suggests that it can be an important factor to secure the competitiveness that the potential customers who access to use mobile social commerce can feel enough fun and enjoyment in the platform provided by the company. It is also worth paying attention to the utilitarian and hedonic values perceived by consumers. This is because the judgment regarding the economic, convenience and important information provided by the mobile social commerce users affects the purchase intention through the trust of the information, past use, and shopping experience displayed on the mobile social commerce platform.

• 한국의류학회지
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• 제37권2호
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• pp.174-185
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• 2013

This study examines shopping orientation regarding bedclothes and the effect of the segmentation of consumers on the image of Hanji yarn bedclothes derived from mulberry fiber in order to contribute to the development of Hanji bedclothes products and consumer marketing segmentation. Data from 294 questionnaires filled out by female consumers in their 30s to 50s were used for statistical analysis. The shopping orientations for bedclothes are classified into six groups (trend oriented, material oriented, price oriented, convenience oriented, individuality oriented, and assurance oriented). Consumers were subdivided into four consumer segments (show-offish, self-confident, reasonable, and unconcerned case) based on shopping orientations for bedclothes. The images of Hanji bedclothes are categorized into four types (classic, practical, aesthetic, and natural) as related to the shopping orientations of consumers. In terms of consumer segmentation, the 'reasonable' segment is more likely to consider the 'classic' image of Hanji bedclothes as the highest image value; however, the 'show-offish' segment provides the highest value to the 'practical' image as compared to other segments.