• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.9_10 s.157
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• pp.1389-1399
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• 2006

The purpose of this study was to measure customer equity, to identify customer equity dimensions reflecting characteristics of fashion products, and to understand dimensions that influence customer equity of fashion product. As for this research, an exit poll was conducted at 6 department stores located in Seoul and total 406 responses were used for the analysis. For the data analysis, descriptive statistics(i. e. frequency, percent, $X^{2}$), factor analysis, multiple-regression were used by utilizing SPSS 10.0 program. The results of this study were as follows: First, 35.5% of fashion product customer equity distributes between 1 million and 3 million won, 32.8% between 100,000 won and 1 million won in present. Second, as a result of factor analysis, dimensions of fashion product customer equity consists of 6 factors, including 'personalized relationship', 'discriminative brand image', 'cognitive value', 'beneficial value', 'constant brand image', and 'credible relationship' Third, the effect of fashion product factors on consumer equity, the higher 'personalized relationship', 'unique brand image', and 'trust relationship' are, the higher customer equity is. In conclusion, this study has significance in that it helps measure customer equity by predicting consumer's future purchase behavior in money and to understand influencing factors for fashion product customer equity.

• Journal of Distribution Science
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• v.20 no.11
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• pp.33-45
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• 2022

Purpose: The development of online shopping trends in Indonesia is increasing, and Tokopedia is becoming one of the most popular e-commerce websites. The purpose of this study is to obtain empirical evidence whether mobile shopping, customer review, perceived credibility, and Korean celebrity endorsement affect online purchase decision, whether online purchase decision affects customer satisfaction, and whether customer satisfaction affects brand loyalty of customers in Tokopedia e-commerce. Research Design, data and methodology: Quantitative survey with data was collected using an online questionnaire with sample characteristics were Tokopedia customers who lived in Jakarta by 385 samples using the purposive sampling method, and data analysis was conducted using the Smartpls application program version 3.0. Results: Mobile shopping, customer review, and perceived credibility had positive effects on online purchase decision at Tokopedia in Jakarta. However, Korean celebrity endorsement did not have a positive effect on online purchase decision at Tokopedia in Jakarta. Furthermore, online purchase decision had a positive effect on customer satisfaction at Tokopedia in Jakarta, and customer satisfaction had a positive effect on brand loyalty at Tokopedia in Jakarta. Conclusions: This study proposes significant implications for maintaining customer relationships to achieve purchasing decision, customer satisfaction, and brand loyalty in the e-commerce industry.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.1
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• pp.346-353
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• 2015

This study examined the role of the demographic characteristics at relationship between customer orientation and flight attendants' burnout in airlines. As a result, the following findings were obtained. First, more than 30 years of age had a negative impact on depersonalization. Under age 30 and emotional exhaustion negatively affected customer orientation. Second, regardless of the rank. depersonalization negatively affected the customer orientation, and emotional exhaustion of the crew had a negative impact on the customer orientation. Third, more than 8 years experience of depersonalization had a negative influence on the customer orientation. Less than eight years experience of depersonalization and emotional exhaustion had a negative influence on the customer orientation.

• The Korean Journal of Applied Statistics
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• v.32 no.3
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• pp.391-404
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• 2019

Customers' fixed characteristics have often been used to predict customer behavior. It has recently become possible to track customer web logs as customer activities move from offline to online. It has become possible to collect large amounts of web log data; however, the researchers only focused on organizing the log data or describing the technical characteristics. In this study, we predict the decision-making time until each customer makes the first reservation, using Airbnb customer data provided by the Kaggle website. This data set includes basic customer information such as gender, age, and web logs. We use various methodologies to find the optimal model and compare prediction errors for cases with web log data and without it. We consider six models such as Lasso, SVM, Random Forest, and XGBoost to explore the effectiveness of the web log data. As a result, we choose Random Forest as our optimal model with a misclassification rate of about 20%. In addition, we confirm that using web log data in our study doubles the prediction accuracy in predicting customer behavior compared to not using it.

• Korean Journal of Occupational Health Nursing
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• v.32 no.3
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• pp.121-129
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• 2023

Purpose: The purpose of this study was to examine the impact of encounters with customer violence on the mental health of customer service workers, and to verify the moderating effect of coworker support. Methods: Workers who indicated that they engaged directly with individuals other than coworkers for more than 25% of their working hours, such as customers, passengers, students, and patients, were the focus of the 6th Korean Working Conditions Survey in 2020. A total of 13,682 people were chosen as the final research subjects, responses from dishonest respondents who had picked "don't know/no answer" or indicated "reject" to pertinent topics such mental health level, were discarded. After adjusting for socio-demographic and vocational characteristics that influence mental health in customer service workers, a hierarchical regression analysis was executed, which incorporated input on customer violence experiences, coworker support, and interaction terms on a step-by-step basis. Results: It transpired that interactions with customer violence had a negative impact on workers' mental health. Additionally, it was shown that workers' mental health status as coworker support increased. Conclusion: This study's limitations include differences in the period the questions were posed, and limitations in interpretation to all workers. And it is difficult to determine the relationship between the frequency of customer violence, occupational characteristics and mental health. Despite its limitations, this study makes an important contribution toward fostering an environment where coworkers can continue to help one another.

• 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.

• Asia Marketing Journal
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• v.20 no.3
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• pp.83-103
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• 2018

The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

• The Journal of Society for e-Business Studies
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• v.12 no.1
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• pp.41-71
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• 2007

Researchers have continuously investigated the issues of customer satisfaction, customer loyalty, and repurchase intention of customers in Internet shopping malls, a fast growing e-bisiness model in Korea. At present, most Internet shopping malls in Korea offer similar services to their customers. This has caused intense industry competition, and the Internet shopping malls have made significant investments into their websites in order to remain attractive to their customers. This research examines the relationships among website charateristics, customer satisfaction, loyalty, and repurchase intention. Website characteristics include context, commerce, connection, communication, contents, community, and customization. We have used data from a field study of 662 individuals to test the proposed model. The results of this research show that among the 7 website characteristics, context, communication, content, and commerce are the significant determinants of customer satisfaction. In turn, customer satisfaction increases customer loyalty and repurchase intention. These findings have important theoretical and practical implications, which are discussed in the paper.

• Culinary science and hospitality research
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• v.24 no.2
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• pp.51-62
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• 2018

The value of the customer's contribution essentially becomes the value of the dining industry in Korea. Therefore, an increase in the customer's equity maximizes the assets of the business. The purpose of this study intends to examine relationships between customer equity and behavioral intentions in restaurant industry and verify the moderating effect of restaurant type. This study takes an integrated perspective on prior literature on customer equity, as well as on aspects of the general restaurant industry related to customer equity, thereby defining the concept of customer equity in a way that reflects the characteristics of the dining industry. A total of 420 patrons in Korea participated. The results showed a positive relationship between brand equity, relationship equity and behavioral intentions. There were moderating effects related to restaurant type in the causal relationships between behavioral intentions. The components of customer equity and relationship equity in casual dining restaurants, and value equity and brand equity in quickservice restaurants significantly by customers differs according to restaurant type. Limitations and future research directions are also discussed.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.811-822
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• 2020

This study investigates the gender differences in determinants of customers' satisfaction when purchasing online beauty and cosmetics products in Vietnamese market. To do so, we construct a data set via online survey of 419 Vietnamese customers including both males and females, and examine such sample using t-tests and multiple regressions. Our regression model is constructed based on our five-construct model including online shopping experience, customer service, external incentives, security and privacy, and personal characteristics. The t-tests results reveal that the mean difference of customer satisfaction (negative coefficient) between the two groups of customers (females and males) is statistically significant. This suggests that the purchasing satisfaction of male customers is significantly higher than that of their female counterparts. Similarly, we also find that male customers are more satisfied with their online shopping experience, customer service and external incentives offered by the online sellers than female peers. Furthermore, regression results for full sample show that, on average, the online shopping experience, customer service and external incentives are significantly and positively related to customer satisfaction. Yet, such positive effect of customer service on customer satisfaction is more likely for males while females' satisfaction is more positively influenced by security and privacy.