• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.575-584
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• 2021

This research aims to examine and analyze the impact of customer shifting behavior on the shopping emotion. Based on impulse buying, customers tend to behave recently based on the constructed variables of impulse buying, outlet ambience, hedonic shopping value utilitarian shopping value, and shopping emotion. This study employs samples/survey data of the population consisted of Asian women parents in Indonesia. The survey data of this research is based on observations using time series with cross-section/one-shot, which was done in 2019. The results indicate that variable outlet ambience, hedonic shopping value, and shopping emotion have a positive and significant impact on impulse buying. Whereas the utilitarian shopping value variable has a positive but not significant relationship against impulse buying. There is a positive influence between ambience outlets and utilitarian shopping value on shopping emotion. The variable hedonic shopping value has a negative and not significant relationship towards shopping emotion. The finding of this study suggests that both the retail stores and even the superstores must pay more attention to the design of outlet ambience to create the hedonic shopping value and eventually may attempt the attention of the impulse buying customers.

• Journal of the Korean Society of Food Culture
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• v.20 no.4
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• pp.438-445
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• 2005

This research examines how various dimensions of physical environments influence patrons' psychological responses(especially emotional responses) in the restaurant service setting, and how these emotional responses, in turn, influence patrons' attitude formation. The result of empirical research indicates that restaurant physical environments have a significant effect patrons' emotional responses, and that these psychological experiences serve as critical mediators in the restaurant physical environments-store attitudes relationship. However, the effects of restaurant physical environments on patrons' psychological responses varied with the dimensions of physical environments. First, the effect of cleanliness on emotional responses was most significant, especially on negative emotion, out of 4 dimension of restaurant physical environment. Second, ambient conditions are the most important predictor on customers' positive emotion, and in turn, positive emotion has the most significant effects on customers' attitude formation of restaurant. Therefore, the result suggests that restaurants should manage(or, improve) their ambient conditions(e.g. background music, scents, ventilation, noise etc.) for efficiently maximizing customers' positive attitude. The implications of this study are discussed, and ideas for future work suggested.

• Korean journal of food and cookery science
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• v.25 no.2
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• pp.206-218
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• 2009

The study assessed the relationship between brand evidence (e.g., brand name, price/value for money, servicescape, core service, employee service and self-image congruence) and positive/negative emotion and brand satisfaction, and between positive/negative emotion and brand satisfaction in the family restaurant setting. Also, the relationship of positive/negative emotion and brand satisfaction with customer loyalty were assessed. Customers who used five brands of family restaurant in Daegu and Pusan during October of 2008 were surveyed by questionnaires. Brand evidence was positively related to positive emotion and brand satisfaction, and was negatively related to negative emotion. Positive emotion was positively related to brand satisfaction and negative emotion was negatively related to brand satisfaction. Brand satisfaction was positively relatively to customer loyalty. The results indicate that management of family restaurants should focus on brand evidence as a means of increasing profits and sales volume.

• Journal of Distribution Science
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• v.14 no.4
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• pp.81-92
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• 2016

Purpose - In recent years, management scholars have expressed growing interest in the concept of person-Job fit because of having many benefits for employees' attitudes and behaviors. The related research is needed to determine what specific types of fit are related to each other, and to get important individual outcomes. Person-job fit of employees in service organization plays an important role in company as well as person in service industry. Person-job fit, representing the consistency between person (service provider) and job (service provided to the customers), gives significant and positive effects on the attitude and behavior of service provider. On the basis of the study background, the purpose of this study is as follows. First, we would like to examine the effects of person-job fit of service provider on their emotional intelligence. Emotional intelligence is divided into four sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Second, we would like to identify the relationships between job satisfaction and sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Research design, data, and methodology - We performed structural equation model using Spss 18.0 and Amos 20.0 in order to verify the hypotheses. Subjects were golf service assistants who were high-touching service with high degree in interaction and long contact time with customers. 178 out of the total 200 surveys were used in evaluation from helpers of golf service working as full-time service provider after selecting two locations of golf course located near Busan. From the evaluation of reliability and validity with variables used in this research, they satisfied and confirmed certain standard. Results - The results are as follows. First, as the results of identifying the relationships between person-job fit and emotional intelligence of service provider, person-job fit did not have positive and significant effect on self-understanding. On the other hand, it affected positively and significantly other factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation. Second, as the results of identifying the relationship between emotional intelligence and job satisfaction, sub-factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation except self-emotion affected significantly and positively job satisfaction. However, self-emotion did not have significant and positive effects on job satisfaction. Conclusion - These results will be valuable and used for service providers. In addition, many service providers will recognize that person-job fit is very important to get a job. This research has a purpose on the assumption that appropriateness between individual and task in service industry shall act as major influence in emotional intelligence of service provider. Recognitive ability of service provider is also very important per characteristics of service, but emotional intelligence that interacts and connected directly with most customers can be a very meaningful factor as well. Emotional intelligence allows people to recognize, understand, and empathize the emotion of customers shall be a positive reinforcement for customers to evaluate the service ultimately.

• Science of Emotion and Sensibility
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• v.22 no.4
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• pp.45-56
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• 2019

The regulation of emotion is known to mediate the relationship between emotion-relevant differences in individuals and their life outcomes. This study attempted to include a situational factor in addition to the mediation model and investigated whether this conditional component changed the patterns of indirect effects. The researchers recruited 180 emotional laborers working in diverse domains and used a questionnaire to ascertain their negative affectivity, cognitive reappraisal, emotional exhaustion, and the intensity of negative comments they usually received from customers. The results of the conditional indirect effect analysis revealed the positive indirect influence of negative affectivity on emotional exhaustion through cognitive reappraisal when emotional labors receive highly negative comments from customers (high intensity of the situation). Similarly, negative indirect effects were found when emotional labors receive slightly negative comments from customers (low intensity of the situation). The outcomes of this study suggest that cognitive reappraisal can mediate to decrease emotional exhaustion in contexts that arouse more intensive negative emotions; it can also mediate to increase emotional exhaustion in contexts that arouse less intensive negative emotions. The implications of this study include the importance of integrating individual differences with situational factors. The study also provides information about the distinctiveness of groups of emotional laborers.

• Culinary science and hospitality research
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• v.23 no.8
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• pp.145-152
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• 2017

This study was performed to verify the importance of emotional aspect for hotel employees to derive the organizational commitment and customer orientation. Present study estimated the emotional intelligence as four factors: self emotion, other emotion, emotional utilization, and emotional regulation. Online survey method was used and distributed the questionnaires to hotel employees who are working for restaurants. A total of 300 questionnaires were distributed and 257 participants were employed for statistical analysis using SPSS 21.0 and AMOS 21.0 for Windows. As results, two factors(emotional utilization and emotional regulation) were significant antecedents of organizational commitment, and three factors(self emotion, other emotion, and emotional utilization) were critical predictors of customer orientation. In addition, organizational commitment has significantly influenced the customer orientation. According to the results of this study, hotel restaurant managers or hotel company need to understand the importance of the emotional intelligence for providing better service to their customers as well as improving the organizational commitment. These results will contribute to develop advanced marketing strategics for hotel restaurants employees who have many connections with customers in a hotel.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.1017-1023
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• 2021

This research aims to determine the effect of customers' threat emotion and price on the decision to purchase a certain smartphone product. This study uses a quantitative method with a type of descriptive and causal research. It employs non-probability sampling with purposive sampling, with 385 respondents to answer the questionnaires. Data analysis techniques used descriptive analysis and multiple linear regression analysis. Based on the results of descriptive analysis of emotion, price and purchasing decisions are in sync with each other. The results of multiple linear regression analysis techniques indicate the threat emotion and brand trust are influential against the positive decision to purchase smartphone products. The magnitude of the influence of emotions and price have simultaneous effect on purchasing decisions and other decision variables, which are not included in this study, also play minor role in determining purchase intention, such as product quality, brand image and others. Partially, threat emotion and brand trust have a positive effect toward purchasing decisions. The magnitude of the highest influence was the one of price, then followed by emotional threats. The findings of this study suggest that psychological and behavioral effects also play important roles in determining customers' purchase decision.

• The Korean Journal of Franchise Management
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• v.9 no.3
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• 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.

• The Journal of the Korea Contents Association
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• v.11 no.5
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• pp.413-423
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• 2011

The objective of this study was to explain structural relations among perceived justice of service recovery, customer's emotion and satisfaction in the airline service sector. For this purpose, using a sample of 272 airline service customers who experienced complaints with airline service, we investigate the effects of the dimensions of perceived justice on the emotions triggered by service recovery. In this study, 4 hypotheses based on literature reviews were employed. The data and hypotheses were examined using Structural Equation Modeling(SEM) by AMOS. The main findings are as follows. Firstly, procedural justice has an effect on both positive and negative emotions. Secondly, both interaction justice and distributive justice have effects on positive emotion but not on negative emotion. Lastly, only positive emotion has influence on recovery satisfaction.