• Title/Summary/Keyword: customer′s perception

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A Study on Customer Perception on a Food Service Company's Corporate Social Responsibility Activities (외식기업의 사회적 책임 활동에 대한 소비자의 인식에 관한 연구)

  • Kim, Dong-Jin;Kim, Young-Ja
    • Culinary science and hospitality research
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    • v.18 no.1
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    • pp.259-271
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    • 2012
  • As the society's expectations of business have drastically amplified in recent years, an increasing number of companies have devoted their resources and managerial attention to corporate social responsibility. However, little information bas been reported on consumers' expectations on social responsibility of restaurant companies. This research studied the consumer's perception on the socially responsible business practices of restaurant companies. The research also investigated if the customer's expectations differ based on the types of restaurants. Overall, it was found that the consumers strongly feel the necessities of restaurants' socially responsible activities and publicity of those activities (4.08 and 4.05, respectively, out of 5). They also responded that the socially responsible behaviors of restaurants somewhat affect their purchase decisions (3.74 out of 5). As a result of a principle component analysis, five types of socially responsible activities(i.e., philanthropic responsibility, economic responsibility, community responsibility, environmental protection responsibility, and consumer protection responsibility) were extracted. In addition, the results showed that the consumer's expectations toward socially responsible activities of restaurants differ based on the types of restaurants (multivariate F=4.616, p=0.000).

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Perceptional Change of a New Product, DMB Phone

  • Kim, Ju-Young;Ko, Deok-Im
    • Journal of Global Scholars of Marketing Science
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    • v.18 no.3
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    • pp.59-88
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    • 2008
  • Digital Convergence means integration between industry, technology, and contents, and in marketing, it usually comes with creation of new types of product and service under the base of digital technology as digitalization progress in electro-communication industries including telecommunication, home appliance, and computer industries. One can see digital convergence not only in instruments such as PC, AV appliances, cellular phone, but also in contents, network, service that are required in production, modification, distribution, re-production of information. Convergence in contents started around 1990. Convergence in network and service begins as broadcasting and telecommunication integrates and DMB(digital multimedia broadcasting), born in May, 2005 is the symbolic icon in this trend. There are some positive and negative expectations about DMB. The reason why two opposite expectations exist is that DMB does not come out from customer's need but from technology development. Therefore, customers might have hard time to interpret the real meaning of DMB. Time is quite critical to a high tech product, like DMB because another product with same function from different technology can replace the existing product within short period of time. If DMB does not positioning well to customer's mind quickly, another products like Wibro, IPTV, or HSPDA could replace it before it even spreads out. Therefore, positioning strategy is critical for success of DMB product. To make correct positioning strategy, one needs to understand how consumer interprets DMB and how consumer's interpretation can be changed via communication strategy. In this study, we try to investigate how consumer perceives a new product, like DMB and how AD strategy change consumer's perception. More specifically, the paper segment consumers into sub-groups based on their DMB perceptions and compare their characteristics in order to understand how they perceive DMB. And, expose them different printed ADs that have messages guiding consumer think DMB in specific ways, either cellular phone or personal TV. Research Question 1: Segment consumers according to perceptions about DMB and compare characteristics of segmentations. Research Question 2: Compare perceptions about DMB after AD that induces categorization of DMB in direction for each segment. If one understand and predict a direction in which consumer perceive a new product, firm can select target customers easily. We segment consumers according to their perception and analyze characteristics in order to find some variables that can influence perceptions, like prior experience, usage, or habit. And then, marketing people can use this variables to identify target customers and predict their perceptions. If one knows how customer's perception is changed via AD message, communication strategy could be constructed properly. Specially, information from segmented customers helps to develop efficient AD strategy for segment who has prior perception. Research framework consists of two measurements and one treatment, O1 X O2. First observation is for collecting information about consumer's perception and their characteristics. Based on first observation, the paper segment consumers into two groups, one group perceives DMB similar to Cellular phone and the other group perceives DMB similar to TV. And compare characteristics of two segments in order to find reason why they perceive DMB differently. Next, we expose two kinds of AD to subjects. One AD describes DMB as Cellular phone and the other Ad describes DMB as personal TV. When two ADs are exposed to subjects, consumers don't know their prior perception of DMB, in other words, which subject belongs 'similar-to-Cellular phone' segment or 'similar-to-TV' segment? However, we analyze the AD's effect differently for each segment. In research design, final observation is for investigating AD effect. Perception before AD is compared with perception after AD. Comparisons are made for each segment and for each AD. For the segment who perceives DMB similar to TV, AD that describes DMB as cellular phone could change the prior perception. And AD that describes DMB as personal TV, could enforce the prior perception. For data collection, subjects are selected from undergraduate students because they have basic knowledge about most digital equipments and have open attitude about a new product and media. Total number of subjects is 240. In order to measure perception about DMB, we use indirect measurement, comparison with other similar digital products. To select similar digital products, we pre-survey students and then finally select PDA, Car-TV, Cellular Phone, MP3 player, TV, and PSP. Quasi experiment is done at several classes under instructor's allowance. After brief introduction, prior knowledge, awareness, and usage about DMB as well as other digital instruments is asked and their similarities and perceived characteristics are measured. And then, two kinds of manipulated color-printed AD are distributed and similarities and perceived characteristics for DMB are re-measured. Finally purchase intension, AD attitude, manipulation check, and demographic variables are asked. Subjects are given small gift for participation. Stimuli are color-printed advertising. Their actual size is A4 and made after several pre-test from AD professionals and students. As results, consumers are segmented into two subgroups based on their perceptions of DMB. Similarity measure between DMB and cellular phone and similarity measure between DMB and TV are used to classify consumers. If subject whose first measure is less than the second measure, she is classified into segment A and segment A is characterized as they perceive DMB like TV. Otherwise, they are classified as segment B, who perceives DMB like cellular phone. Discriminant analysis on these groups with their characteristics of usage and attitude shows that Segment A knows much about DMB and uses a lot of digital instrument. Segment B, who thinks DMB as cellular phone doesn't know well about DMB and not familiar with other digital instruments. So, consumers with higher knowledge perceive DMB similar to TV because launching DMB advertising lead consumer think DMB as TV. Consumers with less interest on digital products don't know well about DMB AD and then think DMB as cellular phone. In order to investigate perceptions of DMB as well as other digital instruments, we apply Proxscal analysis, Multidimensional Scaling technique at SPSS statistical package. At first step, subjects are presented 21 pairs of 7 digital instruments and evaluate similarity judgments on 7 point scale. And for each segment, their similarity judgments are averaged and similarity matrix is made. Secondly, Proxscal analysis of segment A and B are done. At third stage, get similarity judgment between DMB and other digital instruments after AD exposure. Lastly, similarity judgments of group A-1, A-2, B-1, and B-2 are named as 'after DMB' and put them into matrix made at the first stage. Then apply Proxscal analysis on these matrixes and check the positional difference of DMB and after DMB. The results show that map of segment A, who perceives DMB similar as TV, shows that DMB position closer to TV than to Cellular phone as expected. Map of segment B, who perceive DMB similar as cellular phone shows that DMB position closer to Cellular phone than to TV as expected. Stress value and R-square is acceptable. And, change results after stimuli, manipulated Advertising show that AD makes DMB perception bent toward Cellular phone when Cellular phone-like AD is exposed, and that DMB positioning move towards Car-TV which is more personalized one when TV-like AD is exposed. It is true for both segment, A and B, consistently. Furthermore, the paper apply correspondence analysis to the same data and find almost the same results. The paper answers two main research questions. The first one is that perception about a new product is made mainly from prior experience. And the second one is that AD is effective in changing and enforcing perception. In addition to above, we extend perception change to purchase intention. Purchase intention is high when AD enforces original perception. AD that shows DMB like TV makes worst intention. This paper has limitations and issues to be pursed in near future. Methodologically, current methodology can't provide statistical test on the perceptual change, since classical MDS models, like Proxscal and correspondence analysis are not probability models. So, a new probability MDS model for testing hypothesis about configuration needs to be developed. Next, advertising message needs to be developed more rigorously from theoretical and managerial perspective. Also experimental procedure could be improved for more realistic data collection. For example, web-based experiment and real product stimuli and multimedia presentation could be employed. Or, one can display products together in simulated shop. In addition, demand and social desirability threats of internal validity could influence on the results. In order to handle the threats, results of the model-intended advertising and other "pseudo" advertising could be compared. Furthermore, one can try various level of innovativeness in order to check whether it make any different results (cf. Moon 2006). In addition, if one can create hypothetical product that is really innovative and new for research, it helps to make a vacant impression status and then to study how to form impression in more rigorous way.

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The Effects of Brand Loyalty on Corporate Social Responsibility(CSR) Activities (사회공헌활동이 브랜드충성도에 미치는 영향에 관한 연구)

  • Lee, Sung Hee;Kim, Youngjin;Jung, Goosang;Lee, Hyun-Soo;Kim, Sun Ah;Kim, Tae-Sung
    • Journal of Digital Convergence
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    • v.11 no.2
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    • pp.79-89
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    • 2013
  • The purpose of this study is to examine the moderating effects of social contribution activities perception between brand loyalty and marketing strategies. First, this thesis has reviewed that marketing mix 4P's(product, price, promotion, place) still influence on the brand royalty on smart-phone market. Second, this research examined that perception on social contribution activities is an important moderate variable between marketing activities and brand royalty. Also, this research found that moderating effect of social contribution activities perception is more significant at the high-perception group on social contribution activities than low-perception group. Finally, this study verified that product/price/promotion strategy and social contribution activities have effect on brand royalty depend on social contribution activities perception. Recently many businesses are using Corporate Social Responsibility(CSR) as a strategic tool and also social interests on the effect of CSR are increasing. Therefore, this study reaffirmed by the CSR that affect customer brand loyalty, are expected to contribute to improve awareness of CSR activities.

The Effect of Perception on the Quality of Nosocomial Infection Control on the Intention to Revisit : Focusing on the Mediating Effect of Perceived Risk and Trust (병원감염관리 질에 대한 인식이 재이용의도에 미치는 영향 -지각된 위험과 신뢰의 매개효과를 중심으로-)

  • Kang, Jae-Shin;Kim, Kwang-Jum
    • Korea Journal of Hospital Management
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    • v.24 no.3
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    • pp.11-26
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    • 2019
  • Objectives: The purpose of this study was to investigate the effect of the perception on the quality of nosocomial infection control on perceived risk, trust, and the intention to revisit among the medical consumers. Method: 361 patients and their guardians who were hospitalized in women's hospital, Gangnam-gu, Seoul, participated in this study. The data was analyzed using SPSS Statistics 21.0. Results: The perception on the quality of nosocomial infection control had a negative(-) effect on perceived risk, a positive(+) effect on trust, a positive(+) effect on the intention to revisit. The perceived risk had a negative(-) effect on trust, a negative(-) effect on the intention to revisit. The trust had a positive(+) effect on the intention to revisit. The perceived risk was partially mediated by the perception on the quality of nosocomial infection control and the intention to revisit, while the trust was fully mediated by the perception on the quality of nosocomial infection control and the intention to revisit. Thus, it indicated that the perceived risk and trust had dual mediated effects as well as full mediated effects in the relationship between the perception on the quality of nosocomial infection control and the intention to revisit. Conclusions: The nosocomial infection control can be an important factor to contribute to hospital management by attract the loyal medical customers, not just cost-expenditure. The nosocomial infection control can help hospital revenue and customer management strategy. Thus, it will contribute to the effective marketing strategy in the medical field.

The Effect of Customer's Attribution Tendency Toward Self-Service Technology on the Intention to Revisit Fast-Food Restaurants in the COVID-19 Situation: Focused on Shadow Work Perspective (코로나 19 상황에서 고객의 셀프서비스기술에 대한 귀인 경향이 패스트푸드점 재방문의도에 미치는 영향: 그림자노동의 관점을 중심으로)

  • Kim, Hyun Kyu;Chung, Nam Ho;Poe, Baek
    • The Journal of Information Systems
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    • v.31 no.3
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    • pp.109-129
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    • 2022
  • Purpose The purpose of this study is to examine whether customers' shadow work and risk perception have an impact on revisit intention to the fast-food restaurant, with mediating role of different types of attribution tendencies. We also added perceived unfairness in the research model, in order to verify its mediating effect on the relationship between attribution tendencies and revisit intention. Design/methodology/approach Applying the shadow work perspective and attribution theory, we designed a research model to confirm the hypotheses. After collecting the data from 331 customers who have used self-service technology in a fast-food restaurant, we conducted an analysis of measurement model and structural model by using Smart-PLS 3.0. Findings This study confirmed that Forced Use of self-service technology can enhance the tendency of dispositional attribution which would negatively affect perceived unfairness and revisit intention. On the other hand, affective risk perception was proven to affect situational attribution, which positively affects revisit intention.

The Effects of Consumer Perception of Contactless Method on Shopping Switching Intention in Fashion Products Purchase-Focusing on the Experiential Value's Moderating Effects of Offline Fashion Stores- (패션제품구매에서의 콘택트리스 방식에 대한 소비자 인식이 쇼핑전환의도에 미치는 영향 -오프라인 패션매장의 경험적 가치의 조절효과를 중심으로-)

  • Jeong, Dayun
    • Journal of Fashion Business
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    • v.26 no.3
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    • pp.1-18
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    • 2022
  • The COVID-19 pandemic has not only increased customer preference for contactless methods but also created digital business opportunities in a variety of industries. Particularly in the fashion industry, contactless distribution and contactless shopping have increased significantly. This study identifies the changed consumers' perception of contactless shopping, which has been expanded due to the COVID-19 pandemic and analyzes specific factors that influence shopping switching intention to derive efficient marketing plans for post COVID-19 era. The study targeted Korean male and female consumers. The perceived value, usefulness, and alternative attractiveness of contactless shopping had a significant effect on shopping switching intention, and a moderating effect of offline fashion stores was confirmed. These results indicate that customers' experience in a fashion store influences their next online and offline shoping. This study, therefore, proposed the direction that the fashion industry should advance from a marketing perspective in the post COVID-19 era.

A Study on the Emotional Value Perception and Post Adoption Behavior of Mobile Service (모바일 서비스의 감성적 가치인식과 후기수용행동 요인 연구)

  • Lee, Sang-Ho;Kim, Young-Berm;Kim, Jai-Beom
    • Journal of Digital Convergence
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    • v.10 no.10
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    • pp.237-245
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    • 2012
  • This study deals with the influencing factors for satisfaction and the emotional value perception of mobile voucher service user. Thus researcher examined a structural equation modeling methodology of the paths within word of mouth, satisfaction, and other exogenous variables (economic/rational value, trust, joyfulness, innovativeness). As a result of this study, First, it was confirmed that the emotional value, and innovativeness affected user's trust for coupon service and joyfulness for using mobile voucher. Second, it was confirmed that trust and joyfulness affected user's satisfaction and word of mouth activities. Therefore, in cases of utilizing the emotional appeal of mobile voucher as part of a marketing tool, corporate can maximize efficiency by using their mobile voucher service & event from the point of view of customer's satisfaction & voluntary word of mouth. Researcher's consideration is that this paper's theoretical and practical contribution point is the propose of the one of the post adoption model with the quantitative study of the mobile voucher service user's emotional perception in the initial development stages of high-tech industry.

Customer participatory design for mass customization(Focused on development of interactive design toolkit) (매스커스터마이제이션을 위한 소비자 참여 디자인 방법(인터랙티브 디자인 툴킷의 개발을 중심으로))

  • 변재형
    • Archives of design research
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    • v.16 no.4
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    • pp.5-14
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    • 2003
  • This study suggest the development and application of the Interactive Design Toolkit as a participatory design method for general customer who are non-expert on design activity to participate in design process of mass customization. In order to let general customers to express their design needs, we have to make a familiar and direct communication method for them. And, customer's design needs should be transformed into digital media. This study define the Interactive Design Toolkit as a design tool for customer participation by direct manipulation of computer system for simulation of design needs by customer themselves. The Interactive Design Toolkit is based on a PC-based image perception system and its application. User can make virtual models in virtual space by manipulating physical objects in real world. And, The toolkit can be used in the field of participatory design for deliverer side customization, especially in system kitchen which is manufactured and distributed in modular system. More improved design toolkit for manipulating 3 dimensional shape is needed for consumer product design and car styling.

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Effect of Buffet Restaurant's Physical Environment on Customer Satisfaction and Revisit Intention -Buffet restaurant located in the region of southern gyeonggi- (뷔페레스토랑의 물리적환경이 고객만족과 재방문의도에 미치는 영향 -경기남부 뷔페레스토랑을 중심으로-)

  • Lee, Sang-Hee
    • The Journal of the Korea Contents Association
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    • v.14 no.6
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    • pp.407-416
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    • 2014
  • The purpose of this study is to identify the effect of physical environment on customer satisfaction and revisit intention. The questionnaire was distributed from October 1st to 31st, of the 250 distributed questionnaire 221 copies were used in the analysis to give a response rate of 88.4%. The results of the study were as followed; Firstly, it was found that perception of customers regarding physical environment of a buffet restaurant are cleanliness, entertainment, aesthetics, convenience and comfort. Secondly, it appeared that cleanliness of physical environment of buffet restaurant had the most influence on customer satisfaction. Thirdly, it also indicated that customer satisfaction had a influence on revisit intention. Based on these findings, this paper suggests implications and limitation of the research as well as future directions for the study.

The Effects of Suppliers' CSR Reputation on B2B Salesperson Burnout (B2B기업의 CSR명성이 영업사원의 소진(burnout)에 미치는 영향)

  • Jung, Chang Mo
    • The Journal of the Korea Contents Association
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    • v.21 no.10
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    • pp.388-408
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    • 2021
  • Recently, the importance of B2B CSR is being highlighted. Meanwhile, in B2B marketing, salesperson is widely recognized as a key resource influencing supplier firm performance. Therefore, the author paid attention to the role of supplier CSR reputation in customer-salesperson interaction process. So, this study collected dyadic data from 161 B2B purchasing managers and salespersons interacting with them. For customers, a supplier CSR reputation increased customer citizenship behavior and customer long-term orientation. With salespersons, they experienced less burnout due to interacting with customers having higher customer citizenship behavior and long-term orientation. Moreover, the results confirmed that a supplier CSR reputation lowered salespersons' emotional exhaustion through two serial-multiple mediation paths. This research verified that customers' perception and responses to supplier's CSR significantly influence B2B salesperson burnout.