• The Journal of Information Systems
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• v.24 no.3
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• pp.47-74
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• 2015

Purpose By participating in the business ecosystems, customers make both positive and negative impacts in the ecosystem. In particular, users of platform businesses participate in the business ecosystem as partial employees who voluntarily create and manage content. According to the organizational behavior literature, employees' psychological ownership toward the organization has an influence on the organizational competitiveness. Thus, with an assumption that customers gain psychological ownership toward the business that they participate in, it is important to analyze the process and the factors that influence their psychological ownership. This study proposes a research model that describes the process: customers undertake customer socialization, which then lead them to participate in the business-level and the business ecosystem-level activities. Through the participation, customers gain psychological ownership toward the business. Design/methodology/approach Based on a structural equation model, this study analyzes the data regarding the factors in the research model. Data was collected by surveying college students who represent themselves as Facebook and DaumKakao users. By analyzing the collected data, the relationships are validated between customer socialization and customer participations (i.e., both business-level and business ecosystem-level participation), and between the participations and customers' psychological ownership. Findings Based on the validation, this study confirms the importance of managing customers' psychological ownership and offers customers' participation by their socialization as a solution for increasing customers' psychological ownership. Also, this study proposes the business ecosystem research model as the general research framework for future research and expands the scope of strategic management from the individual level strategy to the business ecosystem wide perspective.

• Journal of Distribution Science
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• v.14 no.3
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• pp.45-54
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• 2016

Purpose - There have been numerous studies investigating the effects of corporate social responsibility initiatives on corporate associations or corporate images. In line of this research stream, current research examined the potential impact of customer participation in the process of corporate social responsibility initiatives on attitude toward the company. This research differentiates from previous studies that it is the first to connect corporate social responsibility and customer participation. Specifically, we suggest a structural model on corporate associations which was classified into corporate ability associations and corporate social responsibility associations that the more the customers participate in initiating corporate social responsibility, corporate associations were formed more positively. And this leads to the increase of revisit intentions through customer satisfaction. Research design, data, and methodology - To test our research model, we collected data of real consumers of a large discount store in Korea. At the large discount store, customers were given an opportunity to participate the discount store's CSR activity program. We performed field survey and collected data of 146 respondents. We analyzed the data using PASW statistics 21.0 and AMOS 16.0 in order to test our structural model. Results - The results showed that consumers who participated more in initiating corporate social responsibility revealed higher score for corporate ability associations and corporate social responsibility associations. These corporate associations had a positive effect on customer satisfaction, which leads to higher attitude toward revisit intentions. Specifically, hypothesis 1.1 "As Customer participation in CSR process increases, the evaluation of CA associations will be positive,"was supported. Hypothesis 1.2 "As Customer participation in CSR process increases, the evaluation of CSR associations will be positive," was supported. Hypothesis 2.1 "As the evaluation of CA associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 2.1 "As the evaluation of CSR associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 3 "As satisfaction with the firm increases, revisit intentions with the firm will increase," was supported. Conclusions - This research is the first to study the relationship between customer participation in CSR process, CSR, and consumer reactions. This research also contributes to customer participation and corporate social responsibility literature by suggesting customer participation as an antecedent and empirically demonstrating the positive relationships between the constructs. The findings of this research may offer managerial implications for marketing practitioners. When performing corporate social initiatives, it is better to let the customer participate in the process which leads to higher corporate ability associations and corporate social responsibility associations, also higher satisfaction and revisit intentions. Our results provide useful information to practioners that spontaneous participation of consumers makes CSR initiatives effective and successful. Limitations and ideas for further research remain in this research. For example, our focus on the logic was cognitive evaluations(e.g. corporate associations) but affective dimensions might be considered since recent researches are investigating the relationship between customer participation and affective reaction as a response. Despite the limitations, this research have unique and applicable implications for academics and practitioners.

• Journal of Distribution Science
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• v.16 no.3
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• pp.5-12
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• 2018

Purpose - The third place plays an important role in complex society. The more customers participate in the third place, the higher they have loyalty. It is necessary to identify the mediator between customer participation and loyalty. Thus, the purpose of the study is to analyze the relationship between customer participation and loyalty and a mediating role of psychological ownership. Research design, data, and methodology - A structural equation model representing the relationships between customer participation, psychological ownership, and customer loyalty was proposed and four hypotheses were tested using data collected from visitors of Starbucks as the third place. Results - Three hypotheses regarding relationships between customer participation, psychological ownership, and customer loyalty were supported at the significance level of 0.001. The hypothesis regarding a mediating role of psychological ownership between customer participation and customer loyalty was supported by Sobel test. Conclusions - Customer participation positively affects psychological ownership and customer loyalty. Psychological ownership positively affects customer loyalty. Psychological ownership plays a mediating role in the relationship between customer ownership and loyalty. This study contributes to finding the missing link between customer participation and customer loyalty. The research model can be applied to various retail services. Some implications for academics and practitioners were suggested.

• The Journal of Industrial Distribution & Business
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• v.9 no.6
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• pp.65-76
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• 2018

Purpose - The study aims to provide the relationships between the social servicescape and customer's emotion and voluntary behaviors were investigated in this study. The social servicescape was largely divided into service employee's image and other customers (in customer's similarity, physical appearance and suitable behavior). Firstly, the relationship between service employee's image and customer's positive emotion was investigated as a specific purpose of study. Secondly, this study attempted to understand the relationship between other customers (in customer's similarity, physical appearance and suitable behavior) and customer's positive emotion. Lastly, the relationship between customer's positive emotion and customer's voluntary behavior dimension (intention to cooperate, intention to participate in and loyalty) was examined. Research design, data, & methodology - In order to prove the hypotheses in this study, the customers who have experienced family restaurants during the last two months were targeted for a survey. A total number of 300 survey papers were distributed and as a result, 248 papers could be used for analysis, except the papers with insincere answers. After the analysis of the reliability and validity of each major variable, the hypothesis was verified through the structure method by using Amos 20.0. Results - First, the results of hypothesis testing on the relationship between social servicescape and customer's positive emotion showed service employee image gives a positively meaningful impact on customer's positive emotion. Secondly, the results on the relationship between other customers and customer's positive emotion indicated that the customer's similarity and physical appearance has a positively significant impact on customer's emotion while customer's suitable behavior has not a significantly positive impact on customer's positive emotion Lastly, customer's positive emotion was shown to have a significantly positive influence on customer's voluntary behavior dimension, that is, intention to cooperate, intention to participate in and loyalty. Conclusions - This study aims to focus on and emphasize the social servicescape and its importance, which is different from the previous studies that have been focused largely on physical servicescape. Such results in this study indicated the social servicescape (service employee's image and other customers) as an important factor that affects customer's positive emotion and voluntary behavior.

• Asia Marketing Journal
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• v.20 no.4
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• pp.21-47
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• 2019

This study empirically examines the synergy effect of a corporate-level loyalty program on customer equity (CE) known as the lifetime value of current and future customers (Blattberg et al. 2009). A corporate-level loyalty program refers to a company-wide integration loyalty program at the corporate-level in which subsidiaries (multi-divisions) participate as program members. It does not merely examine whether there is an integration effect of a corporate-level loyalty program from the CE perspective, but it provides practical implications for a firm's strategic focus by identifying which value creation channels (i.e., acquisition, retention, and cross-selling), brand characteristics (i.e., size of the customer base before integration, diversity of products, and sales channel type), and consumer characteristics (i.e., customer relationship stage, transaction amount before integration, transaction period, and number of purchased brands) are affected the most by the synergy effect.

• Culinary science and hospitality research
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• v.13 no.4
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• pp.232-242
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• 2007

Consumers are not simply consuming products anymore. They now take part in developing new products. Thus, it is essential that we devise a variety of consumer-oriented marketing strategies to keep close relationships with consumers. The purposes of this study were as follows: 1) to explore the relationship between customer participation and surveys on its effect, 2) to compare groups with respect to customer participation, and 3) to see whether there is a cause-effect relationship between the customer participation and surveys on its effect. Frequency analysis, correlative analysis and discriminate analysis were used to analyze the data. The results of testing hypotheses can be summarized as follows. we find that, as for customer participation factors, there is significant relationships among survey factors including customer satisfaction, cost reduction, customers' prior occupations. The current analysis exhibits favorable results in the customer participation and such factors. The analysis shows that there is significant difference between the active groups and the passive groups in all the new product development related factors; customer satisfaction, cost reduction, customers' prior occupations. Finally, this perhaps indicates that the result of the survey depends on whether firms are positive or negative in introducing customer participation.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.415-426
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• 2008

In order to cope with the severe business environment and possess the competitive advantage in the food service industry, the effect of organization culture and leadership on competitive advantage in food service companies was investigated. The friendly culture was regarded as important in relation between corporate culture and leadership. And the tendency to participate was shown to be highly correlated to leadership. Leadership and competitive advantage were influenced by the tendency to participate, differentiation and competence. The corporate culture and competitive advantage were affected by the friendly culture, differentiation and competence. Especially, the organization culture was more important than leadership. Therefore, it is necessary to execute the tendency to participate, differentiate products, service and management, and attract customers. And the maintenance of competitive power is required to develop a new product, evaluate customer satisfaction, and improve decision making, problem solving and crisis management.

• Journal of Distribution Science
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• v.22 no.2
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• pp.95-102
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• 2024

Purpose: This study systematically examined the concept of digital selling readiness of salespeople. Additionally, this study empirically confirms the sequential mediating roles of digital literacy and salesperson self-efficacy in the impact of digital selling readiness on customer-oriented behavior. Research design, data, and methodology: We collected data from salespeople at a Bank and Financial Service firm in South Korea. A total of 254 salespeople were invited to participate, with 154 surveys returned. After removing the questionnaires with missing values, 150 complete surveys were employed for the analysis. Results: The empirical analysis indicates that digital selling readiness positively affects digital literacy. Digital literacy, in turn, is positively associated with self-efficacy, leading to increased customer-oriented behaviors among salespersons. This study also confirms the sequential mediating effects of digital literacy and self-efficacy in the impact of salespeople's digital selling readiness on customer-oriented behavior. Conclusions: Our research deepens the understanding of how digital selling readiness fosters customer-oriented behavior through the sequential mediating effects of digital literacy and self-efficacy. This study extends the previous model by sequentially involving digital literacy and self-efficacy to better understand the psychological processes of digital selling. The results highlight the role of digital selling readiness in preparing salespeople for digital sales.

• The Journal of the Korea Contents Association
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• v.9 no.11
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• pp.100-107
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• 2009

This paper is focused on the medical CRM system design for a hospital custom management. CRM systems provides information and seminars to whom are necessity. For this, priority retrieval and similarity retrieval are able to be in the personnel order and the regional. The customer receives the message which sends out from the hospital, The hospital manages the message which reveals a participation intention in the seminar at real-time. The hospital grasps the participation degree of the seminar where the customer will participate and manages the patients who participate to the seminar actively, and when the next seminar will be hold, we designed the system able to provide the service as early as possible.

• Korean journal of food and cookery science
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• v.31 no.6
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• pp.756-763
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• 2015

As food waste problems become more severe, the need for reduction plans is increasing. Thus, this study aimed to discover the attitudes towards and the intentions to reduce restaurant food waste as well as the importance of and intentions to participate in reduction plans among adults customers A self-administrated questionnaire was given to 361 adults (216 men and 145 women) over 20 years old residing in Seoul and Gyeonggi province. According to the results, the respondents regarded restaurant food waste problems as serious (4.01). The biggest reason for leaving food was concern about hygiene (3.57), followed by tasting food (3.34) and portions that were too large (3.10). 57.6% responded that they try to reduce food waste when dining out. Women over 30 admitted to leaving food when dining out if the food did not taste as expected, if they had health concerns about additives such as condiments, and for body weight management. The overall average degree of awareness on the gravity of restaurant food waste problems was 4.06, indicating that respondents deeply empathized with the matter. Women showed higher alertness compared to men, and respondents in their 30s or over did more than those in their 20s. Also, respondents who try to reduce food waste when dining out had higher levels of concern than those who did not. According to the results from measuring the importance of and intention to participate in restaurant food waste reduction plans, taking away left-over food was the best option. In short, citizenship improvement campaigns should be designed for restaurants and related organizations in order to stimulate the need and effects of efforts to reduce dine-out food waste and induce aggressive participation by consumers. Diverse methods to increase actual consumer participation in food waste reduction plans that show high consumer participation intentions also needs to be developed.