• Title/Summary/Keyword: customer experience characteristics

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The Effects of Airport Duty-Free Store O2O Integration Service Patterns Innovation Characteristics, Consumer Pursuit Benefits and Value-Congruency on Behavioral Intention

  • Yin-Nan Li;Young Woo Lee
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.31 no.4
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    • pp.45-55
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    • 2023
  • This paper calls attention to the central problem of the influence of identifying the determinants of airport duty-free store customers perceived innovativeness, pursuit benefits and value-congruency on the behavioral intention. The data is completed with 307 adults with purchasing experience of airport duty-free store O2O integration service which brings sufficient convenience to consumers. The content analysis results show that the influence factors of innovation characteristics, consumer pursuit benefits and value-congruency affect the behavioral intention in various aspects. The result suggests that we should upgrade the innovate functionality and improve the service quality based on consumer needs. Finally, this study discusses implications for theory and practice, indicates limitations, and concludes with some suggestions for future research.

Study of the Effect of Nature Based Solutions of Green Hotel on Customers' Pro-environment Behavioral Intentions (친환경 호텔의 자연기반해법과 고객의 친환경 행동의도와의 관계에 대한 연구)

  • Tae Uk KIM;Sun Mi YUN
    • The Korean Journal of Franchise Management
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    • v.14 no.2
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    • pp.49-60
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    • 2023
  • Purpose: NBS (Natural-based Solutions) characteristics as eco-friendly hotels were divided into eco-friendly indoor and outdoor to structurally verify the relationship between customers' perceived eco-friendly value, psychological well-being, customer satisfaction, and pro-environmental behavioral intention. Research design, data and methodology: This survey conducted responses to customers who had experience using eco-friendly hotels for the past two years. SPSS 22.0 and AMOS 22.0 statistical programs were used for the collected questionnaire data. First, frequency analysis and confirmatory factor analysis (CFA) were verified, and structural correlation between variables was verified by covariance matrix structural equation (CB-SEM). Result: First, NBS was found to have a significant positive (+) effect on perceived eco-friendly value and psychological well-being. Second, psychological well-being was found to have a significant positive (+) effect on customer satisfaction and eco-friendly behavioral intention. Finally, Hypothesis 3 was accepted as perceived eco-value showed a significant positive (+) effect on eco-friendly behavioral intention, but Hypothesis 2 was rejected because it did not have a significant effect on customer satisfaction. Conclusions: theoretical and practical implications for the impact of NBS as an eco-friendly hotel on customers' eco-friendly behavior can be provided, as well as basic evidence for establishing efficient management strategies for hotel companies.

Effect of Consumer Characteristics on Intention to Use Product Reviews to Make Online Purchasing Decisions (소비자의 특성이 온라인 상품평 활용의도에 미치는 영향)

  • Park, Yoon-Joo
    • Journal of Information Technology Services
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    • v.16 no.2
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    • pp.21-32
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    • 2017
  • This study analyzes the variable consumer characteristics that influence the intention to use online product reviews. In online e-commerce, where purchases take place without consumers seeing the products in person, the product reviews left by other consumers who have already purchased the product are believed to be valuable information. However, when different consumers read the same product review, their responses to it may vary. This study analyzes the characteristics of consumers who utilize product reviews for their purchases. Consumer characteristics are categorized into personal information, personality, purchasing tendency, and experience related to product reviews. These factors are examined to see if they have direct or indirect effects on a consumer's intention to use product reviews when making online purchases. We surveyed a total of 240 consumers who had experience using e-commerce and knew about online product reviews. Once the data was collected, path analysis was conducted using the statistics tool AMOS. The study results reveal that consumers who are female, extroverted, and have higher price sensitivity think that product reviews left by others are useful, and that this "perceived usefulness" has a positive effect on the intention to use product reviews for making online purchasing decisions. In addition, consumers who are agreeable to others, have high brand sensitivity, and who have left numerous reviews themselves demonstrated the tendency to trust reviews left by others more. Thus, we conclude that this "perceived reliability" makes it more likely that a consumer will use product reviews when making online purchasing decisions. Future research can be done to develop this study further by analyzing whether providing online product reviews corresponding to the personal characteristics of consumers enhances the effect of product reviews on online purchasing decisions.

Fashion Shopping Orientation, Mobile Shopping Characteristics, Perceived Value, and Mobile Purchase Experience in Male consumer's Mobile Fashion Shopping (남성 소비자의 모바일 패션 쇼핑에서의 구매경험과 패션 쇼핑성향, 모바일 쇼핑특성, 지각된 가치)

  • Chae, Jin Mie
    • Journal of the Korea Fashion and Costume Design Association
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    • v.19 no.1
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    • pp.107-120
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    • 2017
  • The purpose of this study was to investigate the effects of fashion shopping orientation and mobile shopping characteristics on consumer's perceived value. In addition, mobile purchase experiences of male consumers in their 20s~30s were analyzed. Questionnaires were carried out from November 10, 2015 to November 20, 2015 and 230 useful data were analyzed by descriptive statistics, exploratory factor analysis, reliability analysis, ANOVA, duncan test, multiple regression using Spss 21. The results of this study were as follows: First, fashion shopping orientation of male consumers was composed of five factors, which were 'brand ostentatious orientation', 'pleasure/trend orientation', 'economic orientation', 'impulse orientation' and 'time-saving orientation'. Second, mobile shopping characteristics were divided into three factors including 'ease of use', 'personalization', and 'security'. Third, fashion shopping orientation factors such as 'pleasure/trend orientation', 'economic orientation', and 'time-saving orientation' had a significant influence on the perceived value, while all the factors of mobile shopping characteristics affected the perceived value significantly. Fourth, there were significant differences among the classsified groups based on the level of purchase frequency and the period of using mobile shopping mall in fashion shopping orientation factors. Fourth, there were significant differences among the group classified by the level of purchase frequency in mobile shopping characteristics factors. These results suggested the differenciated strategies for customer management to make male consumers lead to mobile purchase.

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A Study on the Relationship Between Online Community Characteristics and Loyalty : Focused on Mediating Roles of Self-Congruency, Consumer Experience, and Consumer to Consumer Interactivity (온라인 커뮤니티 특성과 충성도 간의 관계에 대한 연구: 자아일치성, 소비자 체험, 상호작용성의 매개적 역할을 중심으로)

  • Kim, Moon-Tae;Ock, Jung-Won
    • Journal of Global Scholars of Marketing Science
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    • v.18 no.4
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    • pp.157-194
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    • 2008
  • The popularity of communities on the internet has captured the attention of marketing scholars and practitioners. By adapting to the culture of the internet, however, and providing consumer with the ability to interact with one another in addition to the company, businesses can build new and deeper relationships with customers. The economic potential of online communities has been discussed with much hope in the many popular papers. In contrast to this enthusiastic prognostications, empirical and practical evidence regarding the economic potential of the online community has shown a little different conclusion. To date, even communities with high levels of membership and vibrant social arenas have failed to build financial viability. In this perspective, this study investigates the role of various kinds of influencing factors to online community loyalty and basically suggests the framework that explains the process of building purchase loyalty. Even though the importance of building loyalty in an online environment has been emphasized from the marketing theorists and practitioners, there is no sufficient research conclusion about what is the process of building purchase loyalty and the most powerful factors that influence to it. In this study, the process of building purchase loyalty is divided into three levels; characteristics of community site such as content superiority, site vividness, navigation easiness, and customerization, the mediating variables such as self congruency, consumer experience, and consumer to consumer interactivity, and finally various factors about online community loyalty such as visit loyalty, affect, trust, and purchase loyalty are those things. And the findings of this research are as follows. First, consumer-to-consumer interactivity is an important factor to online community purchase loyalty and other loyalty factors. This means, in order to interact with other people more actively, many participants in online community have the willingness to buy some kinds of products such as music, content, avatar, and etc. From this perspective, marketers of online community have to create some online environments in order that consumers can easily interact with other consumers and make some site environments in order that consumer can feel experience in this site is interesting and self congruency is higher than at other community sites. It has been argued that giving consumers a good experience is vital in cyber space, and websites create an active (rather than passive) customer by their nature. Some researchers have tried to pin down the positive experience, with limited success and less empirical support. Web sites can provide a cognitively stimulating experience for the user. We define the online community experience as playfulness based on the past studies. Playfulness is created by the excitement generated through a website's content and measured using three descriptors Marketers can promote using and visiting online communities, which deliver a superior web experience, to influence their customers' attitudes and actions, encouraging high involvement with those communities. Specially, we suggest that transcendent customer experiences(TCEs) which have aspects of flow and/or peak experience, can generate lasting shifts in beliefs and attitudes including subjective self-transformation and facilitate strong consumer's ties to a online community. And we find that website success is closely related to positive website experiences: consumers will spend more time on the site, interacting with other users. As we can see figure 2, visit loyalty and consumer affect toward the online community site didn't directly influence to purchase loyalty. This implies that there may be a little different situations here in online community site compared to online shopping mall studies that shows close relations between revisit intention and purchase intention. There are so many alternative sites on web, consumers do not want to spend money to buy content and etc. In this sense, marketers of community websites must know consumers' affect toward online community site is not a last goal and important factor to influnece consumers' purchase. Third, building good content environment can be a really important marketing tool to create a competitive advantage in cyberspace. For example, Cyworld, Korea's number one community site shows distinctive superiority in the consumer evaluations of content characteristics such as content superiority, site vividness, and customerization. Particularly, comsumer evaluation about customerization was remarkably higher than the other sites. In this point, we can conclude that providing comsumers with good, unique and highly customized content will be urgent and important task directly and indirectly impacting to self congruency, consumer experience, c-to-c interactivity, and various loyalty factors of online community. By creating enjoyable, useful, and unique online community environments, online community portals such as Daum, Naver, and Cyworld are able to build customer loyalty to a degree that many of today's online marketer can only dream of these loyalty, in turn, generates strong economic returns. Another way to build good online community site is to provide consumers with an interactive, fun, experience-oriented or experiential Web site. Elements that can make a dot.com's Web site experiential include graphics, 3-D images, animation, video and audio capabilities. In addition, chat rooms and real-time customer service applications (which link site visitors directly to other visitors, or with company support personnel, respectively) are also being used to make web sites more interactive. Researchers note that online communities are increasingly incorporating such applications in their Web sites, in order to make consumers' online shopping experience more similar to that of an offline store. That is, if consumers are able to experience sensory stimulation (e.g. via 3-D images and audio sound), interact with other consumers (e.g., via chat rooms), and interact with sales or support people (e.g. via a real-time chat interface or e-mail), then they are likely to have a more positive dot.com experience, and develop a more positive image toward the online company itself). Analysts caution, however, that, while high quality graphics, animation and the like may create a fun experience for consumers, when heavily used, they can slow site navigation, resulting in frustrated consumers, who may never return to a site. Consequently, some analysts suggest that, at least with current technology, the rule-of-thumb is that less is more. That is, while graphics etc. can draw consumers to a site, they should be kept to a minimum, so as not to impact negatively on consumers' overall site experience.

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For the Acquisition of Customers' Emotional Elements in the Service Design by SOMC: Simultaneous Observation Method based on Cooperation

  • Seo, Mi-Young;Lee, Eun-Jong
    • Journal of the Ergonomics Society of Korea
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    • v.31 no.1
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    • pp.23-32
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    • 2012
  • Objective: This research proposes a methodology, which validates a grasp of the customers' emotions in the service design area. Background: As the era of service design has taken its approach, the need for a deliberate design that would reflect the customer's experience had emerged in the area of service. Therefore, a variety of methodologies has been adopted in the field of service design with the purpose of discovery of the customers' needs. Even though the importance of an emotion-sentient research of a service experience increases, its research progress remains to be inadequate in comparison to all the other areas. Method: Having had taken some resources from the emotional studies under other areas of expertise as a base, the concept of volatility of emotions has been introduced as the core element of this research, further followed by an elaboration of its special characteristics. The observation technique under Stakeholder's system: SOMC(Simultaneous Observation Method based on Cooperation) has been proposed in this study as it presents an effective way to grasp the concept of volatile emotions in contrast to the previously existent types of methodologies. Results: The SOMC rather supplements the existing research methods than substitutes the previous ones. In other words, although the existing research system allowed emotion detection, it was difficult to capture the change of momentary and fickle emotions. On the opposite, the SOMC provides a condition allowing a sufficient grasp of the customer's emotions and facilitates emotional capture. Conclusion: For that reason, it is hoped that this piece of research represents a valuable and effective approach in terms of grasping the true needs of the customers on the emotional level, which will in its turn contribute to the improvement of the service quality in the midst of a complicated service condition. Application: Moreover, the purpose of this research is that in its outcome it may serve as a sufficient contribution to the area of emotional studies within the field of service design.

Customer Satisfaction Management and Service Quality According to the DISC Behavior Type

  • SO, Young-Jin;LEE, Ji-Yeon;CHOI, Young-Jin;LEE, Woo-Sik;CHO, An-Jin;YOUN, Myoun-Kil;KWON, Lee-Seung;CHOI, Eun-Mee
    • Journal of Distribution Science
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    • v.18 no.12
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    • pp.79-90
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    • 2020
  • Purpose: This study aims to explore the service improvement and marketing strategy to measure the effect of the DISC (dominance, influence, steadiness, conscientiousness) behavior type of hair salon workers on service quality and marketing. Research design, data and methodology: 236 responses were analyzed by distributing questionnaires to hair salon workers through SNS. Factor analysis and reliability analysis were applied and the influence of job factors on work satisfaction and turnover intention, and the statistical significance of the DISC behavioral type adjustment effect verified. Results: First, among the general characteristics of the survey subjects, the most common respondents were women and interns in their twenties, with less than four years of experience and less than three years of work experience on site. Second, the working environment, employee relations and compensation policies caused by work-related factors have shown a major influence on work satisfaction. Third, the working environment and human relationships among the job factors have an impact on turnover intention. Conclusions: The working environment, human relations, and compensation system derived as job factors had a crucial effect in service quality and marketing on job satisfaction, and among job factors, working environment and human relations had a significant influence on turnover intention.

A Study on the Emotional Expressions of Design Hotel Interior Space (디자인 호텔 실내공간의 감성적 표현 특성에 관한 연구)

  • 김명선;김주연
    • Korean Institute of Interior Design Journal
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    • v.13 no.4
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    • pp.74-82
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    • 2004
  • Urbanization created by modernization and industrialization has brought tremendous growth of hotel demand with city ' development such as population’s centralization, living environment changes, consumption emphasis, and internationalization. Moreover, the hotel industry has been developed in two ways. First, it has been diversified and popularized by hotel culture. Second, the hotel industry has been upgraded form focusing oh its specific targets. In the view of Hotel design, Hotel was shown as a social and cultural value. Customer can experience the space, not normal big sizes, but being new and reflecting trends regardless of any purposes or locations. The hotels that were resulted in development of American economy and construction since the 1980 had new design concepts. These hotels were one of the examples showing pluralism requiring on modern society. In the case of Korea, Korean Architect Company have built in copying or repacked western hotel without considering Korean local conditions. Korean company just tried to make large scales, high-story buildings, and chain hotels. Nevertheless, it is the current trend to understand the customer's sensitivity and viewpoint by introducing a new style of hotel management that requires variety and different characteristics of hotel design. Therefore, the purpose of this study presents a direction of the future hotel architecture by analyzing design characters of domestic and international hotels, by collecting various consumer's requests.

How to Apply Smart Tourism Characteristics to Hotel Management

  • Soo-Hee LEE
    • East Asian Journal of Business Economics (EAJBE)
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    • v.12 no.2
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    • pp.35-42
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    • 2024
  • Purpose: With the growth of the hospitality industry, it is imperative to identify how smart tourism characteristics may be used in hotel management. Current and emerging technologies such as analytic tools, automation, and Artificial Intelligence (AI) help to create value for the guests while also contributing to waste reduction, resource optimization, and increased profitability in the industry. Research design, data and methodology: The literature review was conducted to examine a broad scope of research in analyzing smart tourism characteristics for the improved management of hotels and establish the necessary background for this issue. The analysis was employed to specify the systematic approach of selecting, scrutinizing, and integrating the source of information. Results: According to the systematic literature analysis, four smart tourism characteristics have been established, which can improve various aspects of hotel management. They are as follows: (1) Smart Guest Experience Management, (2) Smart Operations and Resource Management, (3) Smart Customer Relationship Management, and (4) Smart Destination Management. Conclusions: The findings expose the radical approach that smart tourism characteristics take towards the management of hotels. The developments in IT and science-oriented solutions have opened greater opportunities as the hotel industry can enhance clients' satisfaction, productivity, and participation in environmental conservation initiatives for tourism.

A Study on the Effect of Social Franchise Characteristics on Management Performance: Focusing on the Mediating Effect of Franchise Autonomy (소셜 프랜차이즈 특성요인이 경영성과에 미치는 영향 연구: 가맹점 자율성의 매개효과를 중심으로)

  • Shin, Yohan;Kim, Jinsoo
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.16 no.3
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    • pp.121-143
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    • 2021
  • As the social economy emerges as one of the alternatives for solving social problems, interest and experiments on social franchise, a methodology for scaling the social economy, continue to increase. The success or failure of social franchise has a huge impact on franchisors, members of franchisees, as well as beneficiaries, local residents, and stakeholders in the region, but research on ways to increase their chances of success is still insufficient. Based on previous studies, this study tried to derive success factors by analyzing the effects of social franchise characteristics on business performance, and to understand the mediating effect of franchise autonomy, which is the differentiation point of social franchises, between characteristic factors and business performance. Social value orientation, social economy experience, local network utilization, and customer orientation were derived as characteristic factors affecting business performance, and franchise autonomy was set as a mediating variable, and a survey was conducted for franchisee members and their influence was analyzed. Through this study, it was found that social economy experience and local network utilization had a positive (+) effect on economic performance, and social value orientation, local network utilization, and customer orientation had a positive (+) effect on social performance. Also, the results of franchise autonomy playing a mediating role between social economy experience, local network utilization and economic performance, and a mediating role between local network utilization and social performance were presented. This study has significance as the first study to conduct a full-scale empirical study on social franchises. It is hoped that theoretical research on social franchises will be more active in the future and will be used as a useful reference for performance creation for organizations that seek or already operate social franchises.