• Proceedings of the Safety Management and Science Conference
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• 2013.04a
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• pp.69-81
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• 2013

It can be said that nowadays, customers don't recognize that only good quality products as selection attribute regarding products quality can satisfy them. The case in service industries is also the same. Service quality is most affected by the criteria that customers themselves evaluate. Customers who are not satisfied with services provided institutions will disregard them. In consequence, this will affect their profitability. Collected questionnaires were analyzed using SPSS v.15 for the concrete proof analysis and the results are as follows. First, Service quality works as an important factors on customer's behavior. Second, Relationship quality serves as a mediated role between service quality and customer's behavior.

• Journal of Distribution Science
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• v.15 no.1
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• pp.15-20
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• 2017

Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

• Journal of the Korean Home Economics Association
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• v.41 no.12
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• pp.1-12
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• 2003

The purpose of this study was to identify importance of salesperson's selling behavior's such as orientation and loyalty. A total of 350 questionnaires was distributed to high school students in the city of Daegu area and 306 respondents were used for the statistical analysis. The primary methods of the statistical analysis employed in this thesis to test the hypotheses were factor analysis, reliability analysis, correlation, and linear regression. SPSS package program was used to analyze the data. The results are as follows：1. Customers felt dissatisfaction at salesperson's selling-orientation and felt satisfaction at customer-orientation when they buy the clothes. The salesperson's selling behavior was connected with customer's satisfaction directly, and was very important to retail market 2. The customer satisfaction of salesperson shows meaningful relation and has influenced on salesperson loyalty as well as customer satisfaction of store. But the customer satisfaction of salesperson has not influenced on store loyalty. 3. The customer satisfaction of store shows meaningful relation and has influenced on store loyalty, but not on salesperson loyalty. 4. The salesperson loyalty shows meaningful relation with and has influenced on store loyalty. The more salesperson loyalty increases, the more store loyalty increases. Accordingly, it is concluded that the future success of firms and retailers depends on the quality of the relationship between customers and salespersons.

• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.3
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• pp.59-76
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• 2008

Studies of recommender systems have focused on improving their performance in terms of error rates between the actual and predicted preference values. Also, many studies have been conducted to investigate the relationships between customer information processing and the characteristics of recommender systems via surveys and web-based experiments. However, the actual impact of recommendation on product pages for customer browsing behavior and decision-making in the commercial environment has not, to the best of our knowledge, been investigated with actual clickstream data. The principal objective of this research is to assess the effects of product recommendation on customer behavior in e-Commerce, using actual clickstream data. For this purpose, we utilized an online bookstore's clickstream data prior to and after the web site renovation of the store. We compared the recommendation effects on customer behavior with the data. From these comparisons, we determined that the relevant recommendations in product pages have positive relationships with the acquisition of customer attention and elaboration. Additionally, the placing of recommended items in shopping cart is positively related to suggesting the relevant recommendations. However, the frequencies at which the recommended items were purchased did not differ prior to and after the renovation of the site.

• Journal of the Korean Home Economics Association
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• v.44 no.5 s.219
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• pp.21-33
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• 2006

The purpose of this study were 1) to analyze customer relationship management(CRM) based on the online customer experiences by product types (i.e., men's, women's, casual, sports wear), 2) to analyze CRM based on the off-line customer experiences by product type, and 3) to examine customer purchase behavior of fashion products and internet usage behavior by product types. Survey and 1:1 interview were conducted from January 13th to May 16th, 2005. Six consumers from each brand (i.e., 3 loyal customers and 3 general customers) in a total of 24 customers were selected from each product type. For the data analysis, content analysis and descriptive statistics (i.e. frequency) were used. Among the key study findings first, as a result of the on-line CRM experience, the customers of men's wear preferred receiving customized information through e-mail or SMS service. The customers of sports wear preferred receiving a different level of information and participating in customized product service. Second, as a result of the off-line CRM experience, the customers of men's wear need to be encouraged to join a membership at a sales encounter and the customers of women's wear preferred receiving quick information of new products and participating in a design development planning of the merchandising process. Third, the purchasing behavior of the customers of women's wear are influenced mostly by the salesperson and the store atmosphere when they purchase clothes and the customers of men's wear are price-sensitive. The results of this study can be used when fashion brands perform strategic planning and decision making on CRM.

• Fashion & Textile Research Journal
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• v.15 no.2
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• pp.219-230
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• 2013

To generate future profits, luxury brands need to recognize and understand customers as individually important and analyze the impact factors that improve specific customer equity. With the growing recognition that customer equity is a key strategic asset, this study empirically investigates the effect of customer equity drivers on customer loyalty based on the study of Vogel et al.(2008) which expanded the Rust et al.(2000)'s study on customer equity. We empirically examine if the customer equity drivers have a different impact on customer loyalty. This study hypothesizes that the relative effect of customer equity drivers would be different depending on the purchasing behavior of consumers and examines the effects of them on the relationship of the drivers of customer equity and customer loyalty. We use stepwise multiple regression analysis to empirically test the relationship of value equity, brand equity, and relationship equity and customer loyalty. Relationship equity influences customer loyalty more strongly than value equity and brand equity. Customers seem to build loyalty based on the careful assessment of all costumer equity drivers (value equity, brand equity, and relationship equity). In addition, their relative impact is different depending on the purchasing behavior of consumers. A company cannot maintain all customer equity drivers at a high level with limited marketing resources; therefore, marketing investment for all customer equity drivers need to be allocated differentially depending on the purchasing behavior of consumers.

• Design Convergence Study
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• v.16 no.6
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• pp.43-58
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• 2017

Recently, service failure from dysfunctional customer behavior has been observed in various service industries. Customers so-called 'Jaycustomer' can make bad influence to other customer's service experience which can be the obstacle of ideal service delivery. Therefore, approaching dysfunctional customer in service design perspective have became necessary, and modelling such customers through persona could be useful. For this purpose, we suggested the concept 'Evil Persona', and to find statements of personality trait which can make designers predict dysfunctional customer behavior, literature review and Q method analysis were performed. In result, dysfunctional customer behaviors were differed from service characteristics and were able to predict by combinations of statements. Based on this, more detailed customer information could be offered by presenting differentiated dysfunctional behavior information according to service characteristics. Since service design expanded its area, 'Evil Persona' can be valuable as criteria of verifying and compensating idea's vulnerability and limitation.

• Journal of the Korean Operations Research and Management Science Society
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• v.28 no.3
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• pp.135-148
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• 2003

In this paper we introduce the Internet-based purchase support systems using data mining and case-based reasoning (CBR). Internet Business activity that involves the end user is undergoing a significant revolution. The ability to track users browsing behavior has brought the vendor and end customer's closer than ever before. It is now possible for a vendor to personalize his product message for individual customers at massive scale. Most of former researchers, in this research arena, used data mining techniques to pursue the customer's future behavior and to improve the frequency of repurchase. The area of data mining can be defined as efficiently discovering association rules from large collections of data. However, the basic association rule-based data mining technique was not flexible. If there were no inference rules to track the customer's future behavior, association rule-based data mining systems may not present more information. To resolve this problem, we combined association rule-based data mining with CBR mechanism. CBR is used in reasoning for customer's preference searching and training through the cases. Data mining and CBR-based hybrid purchase support mechanism can reflect both association rule-based logical inference and case-based information reuse. A Web-log data gathered in the real-world Internet shopping mall is given to illustrate the quality of the proposed systems.

• Korean System Dynamics Review
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• v.5 no.1
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• pp.49-71
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• 2004

Demand-side Management can be defined as'any utility activity aimed at modifying customers' use of energy to produce desired changes in the utility's load shape'. Customers benefit by being able to control energy costs and improve quality of life and become more productive. Utilities benefit from DSM's value as a resource that enhances asset utilization and reduces both fuel costs and environmental emissions. The scope of DSM includes load management through rate schedules and conservation by improving energy effciency and using electricity consumption effectively. This paper study the DSM resource evaluation and customer behavior analysis todesign the DSM Program plan in response to customer needs. We develop basic system dynamics model to analysis the customer behavior based on a survey research. The DSM Program participants in the Hi- efficiency Inverter, Electric motor and efficient lighting applicancies operating by Conservation program 2002 become the survey objects. DSM resource evaluation evaluate firstt the distribution potentialities of each machine and then forecast the degree of diffusion. We apply the system dynamic approach to simulate the dynamic DSM market situation at the domestic beginning. This model will give the energy Planner the opportunity to create different scenarios for DSM program planning. Also it will lead to increased understanding of the dynamic DSM market

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.143-146
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• 2004

With the rapid growth of e-commerce, marketers are able to observe not only purchasing behavior on what and when customers purchased, but also the individual Web usage behavior that affect purchasing. The richness of this information has the potential to provide marketers with an in-depth understanding of customer. Using commonly available Web log data, this paper examines Web usage behaviors at the individual level. By decomposing the buying process into a pattern of visits and purchase conversion at each visit, we can better understand the relationship between Web usage behavior and purchase decision. This allows us to more accurately forecast a shopper's future purchase decision at the site and hence determine the value of individual customers to the siteAccording to our research, not only information seeking behavior but also visiting duration of a customer and participative behavior such as participation in event should be considered as important predicators of purchase decision of customer in a cosmetic internet shopping mall.