• Title/Summary/Keyword: customerization

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Librarian Consensus on the Need for Customerized Research Information Services in Academic Libraries: A Delphi Method Study (대학도서관 고객화 연구정보서비스 필요성에 대한 사서의 공감대 연구: 델파이 조사를 중심으로)

  • Hyun Soo, Chae;Jung Hyun, Chun;Jee Yeon, Lee
    • Journal of the Korean Society for information Management
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    • v.39 no.4
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    • pp.127-157
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    • 2022
  • The study aims to establish the concept of customerized research information services in academic libraries and to build librarians' consensus on the need for customerized research information services. The literature review enabled summarizations of the definition of research information service, customerization, and research trends. A categorization process resulted in a list of research information services of academic libraries. The Delphi method survey revealed the necessity of providing research information services and applying customerization to research information services based on the opinions of librarians. The librarians agreed on eight research information services using customerization services. This study has significance because it proposed new attempts to improve and develop research information services and explored ways to enhance the expertise and value of academic libraries by forming a consensus among librarians.

A Study on the Effect of Relationship Benefits on Customer Value, Customer Satisfaction and Loyalty - For Parents Using Early Childhood Education Institutions (관계 혜택이 고객 충성도에 미치는 영향에 관한 연구 - 영유아 교육기관을 이용하는 학부모를 대상으로)

  • Kim, Eun Joung;Park, Jong Woo
    • Journal of Korean Society for Quality Management
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    • v.50 no.2
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    • pp.235-250
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    • 2022
  • Purpose: The main purpose of this study was to explore the factors that can increase parental loyalty from the perspective of management marketing in order to acquire information on strategies related to early childhood education institutions. Methods: For this purpose, frequency analysis, reliability and validity analysis, correlation analysis, hypothesis testing, and mediating effect analysis were performed using SPSS 22.0. Results: As a result of this study, first, among the sub-factors of relationship benefits, economic benefits, psychological benefits, and customerization benefits were found to have a significant influence on customer value. Second, among the sub-factors of relationship benefits, economic benefits, psychological benefits, and customerization benefits were found to have a significant effect on customer satisfaction. Third, customer value was found to have a significant effect on customer satisfaction. Fourth, customer value was found to have a significant effect on loyalty. Fifth, customer satisfaction was found to have a significant effect on loyalty. Conclusion: The results of this study suggest the necessity and importance of forming a relationship that considers the psychological aspect, economic aspect, and customerization aspect in the relationship with parents who use early childhood education institutions. This study sets the relational benefit as an independent variable among the variables of management marketing as a factor that affects loyalty, identifies the relationship between the variables through customer value and customer satisfaction, and intends to use it as basic data for qualitative improvement of educational institutions for infants and toddlers.

Effects of Perceived Relational Benefits in Live Commerce on Consumer Trust and Purchase Intention (라이브커머스의 지각된 관계혜택이 소비자 신뢰 및 구매의도에 미치는 영향)

  • Park, Shinyoung;Shin, Su-yun
    • Journal of the Korean Society of Clothing and Textiles
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    • v.45 no.3
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    • pp.464-476
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    • 2021
  • This study empirically investigated the relationship benefits perceived by consumers from a live commerce channel and verified effects on trust in seller/product relationship and purchase intention to establish a strategy for a live commerce channel. An online survey was conducted among 204 women residing in Korea who had watched a video on fashion products shown by the NAVER Shopping channel. The perceived relational benefits from the live commerce channel were extracted into four groups: psychological, social, economic, and customerization benefits. Psychological benefits were found to have a positive effect on trust in seller but not trust in product. Social benefits and customization benefits had a positive effect on both trust in seller and product, but economic benefits had no effect. Trust in seller and in product had positive effects on purchase intention. Understanding consumer response in relation to perceived relationship benefits in live commerce can contribute strengthen consumer behavior research on live commerce channels. These results can guide fashion companies as they develop live commerce marketing strategies.

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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