• Management & Information Systems Review
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• v.31 no.4
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• pp.197-215
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• 2012

The purpose of this study is to verify the influence on customers' experiences of products, prices, places of advertisements, staffs, and physical environments, and the impact on store attitudes and revisit intentions of the customers' experiences. For this, in this study marketing activities and store attitude factors were selected as sub-factors and the empirical analysis was carried out. As a result of the analysis, of dimensions that comprise those marketing activity factors, physical environments, prices, and places had a positive impact on store attitudes. In addition, the stores' positive attitude on hypermarkets had a positive influence on the customer's revisit intention. The results of the study suggest that hypermarkets can utilize the experiential marketing using customer experience factors as their important strategic factor through moving away from their traditional marketing activities.

• Knowledge Management Research
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• v.15 no.4
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• pp.79-103
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• 2014

This research investigates whether product types moderate the relationship between e-tailer characteristics and shopping attitudes in the context of online category killer stores. To identify the antecedents of consumer attitudes for category killer stores, the product types are characterized by the two dimensions of hedonic and utilitarian. A total of 268 responses were collected from consumers who experienced online category killer stores. The results show that the quality of information contained in a website, customer review, relational benefits, and the expertise of the e-tailer are important determinants for shopping attitudes of consumers. Regarding the moderating effects of product types, hedonic value significantly moderates the relationships between shopping attitudes and relational benefits/e-tailer expertise. However, utilitarian value does not significantly moderate the relationships between shopping attitudes and any of the e-tailer characteristics. Theoretical contributions of this study are the findings of moderating effects of hedonic value on the relationships between e-tailer characteristics and shopping attitudes. In addition, this study practically implies how companies can utilize these characteristics strategically for marketing and the selection of products.

• Journal of Distribution Science
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• v.17 no.5
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• pp.73-83
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• 2019

Purpose - The purpose of this research is twofold; first, it attempts to categories customer demands into challenging and hindrance stressors, second, it investigates the effect of customer challenging stressors, hindrance stressors and customer resources on job satisfaction, emotional exhaustion and turnover intention of frontline employees. Research design, data, and methodology - A quantitative research method with an online survey was adopted to test the proposed hypotheses. Sample was collected from 186 frontline employees. And, structural equation model was conducted through AMOS 20.0 to verify the proposed hypotheses. Results - First, customer challenging stressors and customer resources positively affect job satisfaction. Second, customer hindrance stressors negatively affect job satisfaction and positively affect emotional exhaustion. Finally, job satisfaction negatively affects turnover intention whereas emotional exhaustion positively affects turnover intention of frontline employees. Contributions - In term of theoretical contributions, the current study categorized the customer demands into challenging and hindrance stressors and empirically tested the effect of challenging and hindrance stressors on emotional exhaustion, job satisfaction and turnover intention of frontline employees. Managerially, this study provides insights to the firm by highlighting the presence of challenging stressors and customer resources which have positive effect on the attitudes and behaviors of the frontline employees.

• International Journal of Human Ecology
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• v.7 no.1
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• pp.25-36
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• 2006

The purpose of this study was to investigate and compare visiting intentions by positive and negative Word-of-Mouth (WOM) and/or information of beauty shop between female college students and adult women. Data were collected from 500 consumers (250 from female students and 250 adult women) and was analyzed by using frequencies, factor analysis, t-tests and multiple regression utilizing SPSS/PC+. The findings revealed positive experience factors to prudent service, time saving/consideration for customer's position, kindness/operating system in waiting time, added services, employees' attitudes, excellent beauty and response skill, rational price and recall system/remind for customer. The negative experiences were inconsistent service, operators' convenient service, irrational price/poor skill/non-recall, non-customer central service, inappropriate face-to-face management to customer. Also, the results showed that the positive WOM information such as prudent service, time saving/consideration for customer's position, excellent beauty and response skill and rational price had influence on the visiting intention in case of female college students. The negative WOM information like non-customer central service, had influence on the visiting intention in cases of adult women.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.5
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• pp.195-204
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• 2020

This research examines four specific objectives: (1) identifying factors that affect Vietnamese consumer attitudes towards smartphone advertising, (2) measuring the level of impact of the factors, (3) testing the difference of attitudes among groups of consumers with different characteristics in terms of gender, age, income, and academic level, and (4) proposing some managerial implications to have better Vietnamese consumer attitudes towards smartphone advertising. The study uses the online survey form via e-mail and Facebook in a convenience sampling method; the subjects surveyed are between the ages of 18 and 35, and all are in urban areas in Vietnam, and are using smartphones and accessing the internet and other phone applications. A sample of 490 respondents were valid and used for processing. The study employs a combination of qualitative and quantitative methods to analyze exploratory factors and linear multiple regression. The results reveal that there are five main factors affecting Vietnamese consumer attitudes towards smartphone advertising positively, arranged by reduced importance: entertainment, informativeness, credibility, non-irritation, permission and control. From that, the study offers some managerial suggestions for smartphone advertisers to improve their strategies and tatics to enhance their customer service, so that the smartphone advertising can attract people and help Vietnamese consumer in their buying behavior.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.121-132
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• 2017

In this study, there is a purpose of research to secure competitiveness through the effective utilization of intangible corporate resources of founded enterprises. For this research, we conducted a survey on the way the customers who used the products of the BI center and founders less than 7 years evaluated the founded company. Schmitt's empirical element was examined as a theoretical background, and it was examined whether these empirical factors and attitudes acted as a preprocess in the decision-making process as a repurchase intention. The Result of research is as follows. First, It clearly indicated that customer experience and search experience affected the degree of re-purchase. Second, customer's experience (use experience, search experience, contact experience) were grasped with significant influence on customer's attitude. Third, we discovered that customer's attitude had mediated between customer's experience (use experience, search experience) and re-purchase. This research suggests that if we manage empirical factors well, we can increase the degree of re-purchase and cope appropriately with the limitations of small and medium enterprises.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.87-97
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• 2016

The purpose of this study was to explore the effects of job attitudes from the professional restaurant service organization on customer orientation. Using a self-administered questionnaire, data was collected from service employees of professional restaurants. Survey was conducted 20 days from October 11, 2015 to October 30, 2015. Total of 200 questionnaire were distributed and 185 samples were collected and used in the data analysis after excluding 15 unfaithfulness answers. SPSS 18.0 statistical program were used to analyze samples. The result indicated significant and positive impacts between job attitude and its sub-factors(i.e., job satisfaction, organizational commitment) on customer orientation.

• Culinary science and hospitality research
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• v.12 no.2 s.29
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• pp.73-87
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• 2006

The purpose of this study is to investigate if recommendation selling (methods of recommendation selling, a key word used for recommendation, and employee attitude) influences the customers' menu decision. The results of the study are as follows: 'Menu picture' and 'explanation by word' among the tools used by employees for recommendation were found to influence customers' menu decision. The words such as 'new menu' and 'special only today' used by employees for recommendation were found to influence customers' menu decision. Employees' attitude elements such as 'interesting explanation', 'dressed up tidy', 'strong intention', and 'patience' were found to influence customer's menu decision. 'Recommendation selling' in the food and beverage industry means 'employees help customers make a good decision on food and beverage service'. This study makes an important contribution to the food industry in terms of providing substantial marketing strategies.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.267-274
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• 2006

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies(apology, value added, speed of recovery, empowerment) impact on the customer satisfaction and customer loyalty with SEM(Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• The Journal of Information Systems
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• v.31 no.1
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• pp.147-173
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• 2022

Purpose As the use of social network services has become common, it has become possible to freely communicate and establish relationships with other people anytime, anywhere for communication and information sharing. Influencers who have a strong influence on consumers' perceptions and attitudes through their own opinions and stories have appeared on various social media channels such as YouTube. Recently, companies utilize influencers with a large number of followers to check interactions with customers to understand customer attitudes and opinions about products in real time. Start-ups with insufficient resources need to quickly examine customer responses to reduce the probability of failure after product planning. The Lean process of creating an MVP and quickly confirming and learning the market response should be repeated over and over again. Findings In this paper, we try to suggest that the YouTube platform can play a sufficient role as a customer experiment space through examples. The case company is a company that has successfully commercialized products by continuously interacting with customers through the YouTube platform for the first four months of its founding. This paper is expected to be helpful in the experimental process for prospective founders and early founders to examine customer responses to reduce the probability of market failure before commercialization. Design/methodology/approach This paper analyzed the YouTube channel data of case companies based on the netnography methodology and presented the contents of the lean process management carried out in the experimental stage and the post-production stage through interview research.