• Title/Summary/Keyword: customers' emotion

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Relationships among Employees' Communication, Customers' Positive Emotions and Quality of Life in Service Industry (서비스 산업의 종업원 커뮤니케이션이 소비자의 긍정적 감정과 삶의 질에 미치는 영향)

  • Chen, Xin;Kim, Gyu-Bae
    • Journal of Distribution Science
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    • v.16 no.6
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    • pp.85-96
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    • 2018
  • Purpose - There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables. Research design, data, and methodology - The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS. Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees' positive verbal communication and customers' positive emotion, and it also has a negative moderating role in the causal relationship between customers' positive emotion and overall quality of life. Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Second, service companies should try to improve not only the corporate-side performance like trust but also the customer-side performance like quality of life. Third, it will be significant for them to lower the level of negative expectancy disconfirmation for the purpose of improving not only the positive emotions of customers but also the quality of customers' life.

The Influence of the Physical Environment of Food Court on Perceived Crowding, Emotion and Behavior Intention (푸드코트의 물리적 환경이 지각된 혼잡과 감정 및 행동 의도에 미치는 영향)

  • Jang, Yea-Jin;Kim, Min-Sung;Kim, Tae-Hee
    • Journal of the East Asian Society of Dietary Life
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    • v.19 no.5
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    • pp.812-818
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    • 2009
  • The aim of this study was to identify relationships among the physical environments, perceived crowding of food courts, the influences of the perceived crowding on customers' emotion and behavior intentions to determine more desirable services and physical environments for the customers in order for the food courts to be more competitiveness. This study used a total 335 questionnaires out of 400 ones for statistical analyses. For the analyses in this study, the SPSS program was used to analyze the Cronbach $\alpha$ and factor analysis. In addition structural equation modeling analysis was used to analyze correlations and grade of effectiveness of variables proposed in the research hypothesis utilizing Window AMOS 5.0. This study found that design and people were affected by the perceived crowding among 3 physical factors, and the people were most effect relatively affected by perceived crowding. Also, the perceived crowding had an effect on positive and negative emotion, and then both of positive and negative emotion were affected to the customers' behavior intentions. As a result, this study demonstrates that as a customers' perceived crowding in a food court increases, the centralization of customers causes a further increase in the perceived crowding in a food court. Therefore this work provides an opportunity for managers in the foodservice industry. To accomplish this, appropriate crowding control will be necessary, and they should make customers feel less crowded, which in turn, will make customers make a positive emotion towards food courts. Based on the results of, if the appropriate measures are taken to control crowds, customers will have propose positive behavior intentions such as, an intention to revisit, staying for more time, and positive recommendation.

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The Influence of shopping Motives and Service Quality Perception on Customers′ Emotional Responses and Fashion Store Satisfaction (쇼핑동기와 서비스품질 지각이 고객의 감정적 반음과 패션점포 만족도에 미치는 영향)

  • 홍금희
    • Journal of the Korean Society of Clothing and Textiles
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    • v.26 no.2
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    • pp.216-226
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    • 2002
  • This study attempts to understand how the perception of service quality as well as shopping motives influence on the emotional responses in store shopping, and to examine how these relevant variables influence on the store satisfaction. The 463 questionnaires were collected from the purchasers in department stores, fashion specialty stores, and national brand franchise stores. The results of this study are as fellows: 1. In regard to shopping motives, two dimensions of product motive and experiential motive were identified, explaining 47.39% of shopping motives. 2. In regard to emotional response, two dimensions of pleasure emotion and displeasure emotion were identified, explaining 65.95% of emotional responses. 3. Shopping motives led to the store satisfaction after the perception of service quality and then the experience of pleasure emotion. These related variables explained 60% of the store satisfaction. 4. The consumers of fashion specialty store showed the highest product motive, whereas the consumers of department stores showed the highest displeasure emotion in the store. As the results showed, customers' shopping motives influence their perception of service quality and pleasure emotion. Therefore, in order to stimulate shopping motives, the store environment that can give customers pleasure and opportunity to pursue various experiences should be provided. As the service quality is a very important variable that leads pleasure emotion in the store, sales persons should be trained to satisfy customers.

Study on the Effects of Service Encounter Elements in a Family Restaurant Based on Customers' Emotional Response and Satisfaction (패밀리레스토랑의 서비스 접점 요소가 고객의 감정적 반응 및 만족도에 미치는 영향에 관한 연구)

  • Jung, Hyo-Sun;Yoon, Hye-Hyun
    • Journal of the Korean Society of Food Culture
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    • v.25 no.4
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    • pp.456-465
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    • 2010
  • The purpose of this study was to understand the interrelationships between customers' perception of service encounter elements, customers' emotional response and customer satisfaction in a family restaurant. Based on a total of 408 samples, this study reviewed the reliability and fitness of the research model and verified a total of 4 hypotheses using the Amos program. The hypothesized relationships of the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=821.151 (df=333), CMIN/df 2.466, GFI .878, NFI .927, IFI .955, TLI .949, CFI .955, RMSEA .060. The results showed that human factor ($\beta$=.426) and physical factor ($\beta$=.266) as service encounter elements in family restaurants were indicated to have a positive (+) influence on customers' positive emotion. For influence of customers' negative emotion, human factor ($\beta$=-.157) was surveyed to have a negative (-) influence. Also, customers' positive emotion ($\beta$=.716) and negative emotion ($\beta$=-.081) had significant effects on customer satisfaction. Limitations and future research directions are also discussed.

The Relationships among Characteristics of Customers, Choice Attributes, Positive Emotion Associated with Coffee-Drinking Behavior -Focusing on Specialty Coffee Shop Customers- (커피 전문점 이용자의 일반적 특성, 선택 속성, 커피 음용 행동 및 긍정적 감정 간 관계)

  • Kim, Ju-Yeon;Ahn, Kyung-Mo
    • Journal of the East Asian Society of Dietary Life
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    • v.20 no.5
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    • pp.812-822
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    • 2010
  • This study explored choice attributes in specially coffee shops and examined the relations between choice attributes and positive emotions customers felt in specially coffee shops. The study also attempted to find differences in choice attributes and positive emotions according to general characteristics of customers and coffee-drinking behavior. Measured items were derived from preliminary interviews and a literature review. Questionnaires were distributed to customers in Seoul who had visited a specially coffee shop in the last 3 months. The derived factors of choice attributes were 'taste of coffee and atmosphere', 'brand', 'price benefit', 'pleasant space', and 'coffee itself. Among those, the two factors 'taste of coffee and atmosphere', and 'brand' had a statistically significant influence on positive emotions of customers. This implies that specially coffee shop customers have primarily emotional rather than utilitarian motivations. Therefore, to better satisfy customers' desires, more effort is needed to improve the physical environment in coffee shops. Female and younger customers showed higher perception of price benefits than others did. The perception of price benefits and pleasant space mainly varied by the location of coffee-drinking and frequency of visiting specially coffee shops. Further differences in positive emotion according to general characteristics and behaviors of having coffee also discussed.

A Study on the Effects of Customers' Roles in the Service Recovery Process (서비스 실패와 회복과정에서 고객의 역할에 관한 연구)

  • Lee, Choong-Ryul;Ahn, Jinwoo
    • Management & Information Systems Review
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    • v.33 no.3
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    • pp.105-128
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    • 2014
  • This study attempted to examine the role of customers in service recovery process. There have been an argument regarding whether the role of customer in service failure situation 'buffer' or 'deteriorate'. Thus, the role of customer such as relationship quality and customer participation was discussed in this research. According to the result of study, (1) customers' perceived recovery have positive effect on positive emotion significantly. (2) customers' perceived distributional justice and interactional justice positively affected encounter satisfaction in the of recovery justice variable. However, whereas procedure justice has no effect on encounter satisfaction directly, there was indirect effect through customers' positive emotion. (3) As a result of the analysis for the effect of perception of recovery justice on recovery satisfaction, the effect of interactional justice was significant only. Distributional and procedural justice have indirect effect on recovery satisfaction through positive emotion or encounter satisfaction. (4) Customers' positive emotion positively affected encounter satisfaction and recovery satisfaction. (5) Relationship quality negatively moderated the relationship between procedural justice and positive emotion while customer participation positively moderated two paths that distributional justice to encounter satisfaction and interactional justice to recovery satisfaction.

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The Influence of Service Elements on Customers' Emotion and Loyalty - Focused on Specialty Coffee Shop Customers - (커피전문점 서비스 요소가 고객의 감정 및 충성도에 미치는 영향)

  • Kim, Ju-Yeon;Kim, Hak-Jun;Kim, Chul-Min
    • Culinary science and hospitality research
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    • v.15 no.1
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    • pp.271-286
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    • 2009
  • This study explored the influence of service elements of specialty coffee houses on customers' emotion and loyalty. Physical surroundings, employees' service and price benefits were suggested as the service elements of specialty coffee shops. The results show that physical surroundings and price benefits had significant influence on positive emotion and loyalty while employees' service had no influence on them. Two emotional reponses(positive emotion, negative emotion) had significant influence on customers' loyalty. The result is important in that price benefits had a higher impact on positive emotion and loyalty than physical surroundings. This represents the customers' attitude to the late economic issues.

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The Effect of Store Characteristics of a Supermarket on Store Loyalty: A Comparative Study of the Local Supermarket and the Super Supermarket (슈퍼마켓 점포속성이 점포충성도에 미치는 영향: SSM과 독립자영 SM의 비교연구)

  • Ahn, Sung-Woo;Kwon, Sung-Ku
    • Journal of Distribution Science
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    • v.10 no.11
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    • pp.61-70
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    • 2012
  • Purpose - The entry of Super Supermarkets (SSM), operated by large corporations, into the retail distribution market weakens the competitive power of local supermarkets (SM) and their families leading to a rapid collapse of the local-SM market. Accordingly, this is a very sensitive and urgent issue in Korean society and politics. Therefore, the government is required to take steps to activate a local-SM market and regain the loyalty of their customers. However, in spite of the urgent need of a comparative study on the advantages and competitive power of local-SM in relation to the SSM, little research has been done on this issue to date. One purpose of this study is to analyze the differences in store characteristics of the local SM and SSM, and to explore the relationships amongst various store characteristics, such as consumption emotion, relation quality, and store loyalty between store types to provide an efficient solution to activate a local-SM market. Research design, data, methodology - To analyze the differences in the evaluation of store characteristics between store types, and to test the moderator and mediator effects, data were collected from 488 customers in Seoul, Incheon,and Gyeonggi Province. The theoretical model consists of four hypotheses, and data was processed to test these using factor analysis, t-test, regression analysis, hierarchical regression, and the three step regression proposed by Baron and Kenny. Results - First, the analysis shows that local-SM customers evaluate location characteristic factors significantly higher compared to SSM customers. However, SSM customers evaluate quality of merchandise, sales promotion activities, and store environment significantly higher. Yet, there are no significant differences in the evaluation of consumption emotion, relation quality,and store loyalty between the store types. Second, the analysis of moderator effects of the store type show that sales promotion and store atmosphere factors have a significantly negative moderating effecton positive consumption emotion, while positive consumption emotion has a significantly positive moderating effect on absorption of relation quality, while there are no significant moderating effects between consumption emotion and store loyalty. Third, while both trust and absorption of relation quality are partially mediated between consumption emotion and store loyalty, only absorption is partially mediated between positive consumption emotion and store loyalty. There are no significant mediating effects of absorption between negative consumption emotion and store loyalty. Conclusions - We strongly recommend that location restrictions on entrance of SSM into local-SM market should either be further strengthened or sustained for the activation of the local store market. Government should strengthen financial support to improve the quality of merchandise, sales promotion, employee education, store environment of the local-SM by providing appropriate business consulting. Moreover, the result implies that the owners of alocal-SM should take measures to increase customers' absorption and store loyalty, such as store cleanliness, maintaining a delightful atmosphere at the store, and training employees on attitudes towards customers. As this study is restricted within Seoul, Incheon, and Gyeonggi Province, care needs to be taken in generalizing the interpretation and application to the national level.

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Effects of Performance, Imagery and Regulatory Focus on Customer Engagement

  • Choi, Nak-Hwan;Nguyen, Quynh Mai;Teng, Zhuoqi
    • Journal of Distribution Science
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    • v.17 no.1
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    • pp.57-72
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    • 2019
  • Purpose - Current study aimed at investigating customer experience types (gain vs. loss avoidance performance experience and hedonic vs. reliability imagery experience) and their influences on satisfaction and positive emotion as antecedents of customer engagement. It also explored moderation role of regulatory focus in the influence of each experience type on satisfaction and positive emotion. Research design, data, and methodology - 416 Vietnamese local tourists were selected to test hypotheses by structural equation model in AMOS 21.0. Results - First, customers actually achieving gain or avoiding loss are more satisfied. Second, customers with hedonic and reliability imagery experience feel more positive emotion. Third, both positive emotion and satisfaction have positive influences on customer engagement. Last, regulatory focus moderates the positive effects of either gain or loss avoidance performance experience on satisfaction and also moderates the positive effects of either hedonic or reliability imagery experience on positive emotion. Conclusions - Focusing on both cognitive satisfaction and affective emotion resulted from experience, this study could advance customer engagement theory. Managerially, brand managers should induce gain performance and hedonic imagery experience (loss avoidance performance and reliability imagery experience) from promotion (prevention)-focused customers to enhance their engagement.

The Effects of Family Restaurant's Social Servicescape on Positive Emotion and Voluntary Behavior (패밀리 레스토랑의 사회적 서비스 스케이프가 긍정적 감정과 자발적 행동에 미치는 영향)

  • Kim, Yu-Kyung
    • 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.