• The Journal of Industrial Distribution & Business
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• v.13 no.11
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• pp.47-64
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• 2022

Purpose: This study's goal is to investigate how perceived risk of Japanese electronic product affect the negative emotion and the avoidance intentions. In addition, this is difference in the effect of perceived risk on negative emotions and avoidance intentions according to the presence or absence of substitutes. Research design, data and methodology: Perceived risks of Japan products are decided by four dimensions, they are economic risk, social risk, psychological risk and physical risk. The reach model is made by the theory of risk-avoid. We requested this survey to 5808 customers by panel and web site, received 559 replied. We used 528 questionnaires excluding unreliable data. For the analysis, smart PLS is used. Results: Psychological risk has influence on negative emotion and avoidance intension. Social risk and physical risk affected negative emotion, but did not directly affect avoidance intention. Economic risk affects avoidance intension, but it has no effect of negative emotion. The existence of Japanese products' substitute only effects the relationship of economic risk and avoidance intention. Conclusions: Korean consumers behavior their buying and using of Japan product as financial benefit and satisfaction, not only risk. It is suggested that Korean company should make and develop unique product with good price.

• Journal of the Korean Society of Food Culture
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• v.22 no.1
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• pp.32-42
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• 2007

The purpose of this study was to investigate how menu quality, human ${\cdot}$ amenity service quality, perceived risk affected quality ${\cdot}$ price menu value, social ${\cdot}$ emotion menu value and how quality ${\cdot}$ price menu value and social ${\cdot}$ emotion menu value influenced satisfaction. Also this study investigated how satisfaction affected loyalty. The model was tested in hotel restaurants settings of five-star hotels using a sample of customers visiting and enjoying menus in Daegu metropolitan city and Gyeongju city. Empirical results confirmed that not only do menu quality and human ${\cdot}$ amenity service quality increase quality ${\cdot}$ price menu value and social ${\cdot}$ emotion menu value but that perceived risk reduces social ${\cdot}$ emotion menu value. It was also found that significant antecedents of satisfaction were quality ${\cdot}$ price menu value and social ${\cdot}$ emotion menu value. Also, loyalty was also found to be a significant consequences of satisfaction.

• The Korean Journal of Franchise Management
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• v.15 no.2
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• pp.1-15
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• 2024

Purpose: Service quality plays an important role in the credibility of consumer behavior as it enhances brand loyality in hospitality business. The objective of this study is to determine the effects of service quality, positive emotion, brand affection, and brand loyalty in restaurant sector by applying the S-O-R model. The study also introduces a new integrated structural model that combines service quality's dimensions of physical quality, interaction quality, and outcome quality. Research design, data, and methodology: This study was analyzed in a quantitative way using the survey results of 395 customers who had experience of visiting restaurants. All constructs were measured with multiple items developed and validated in prior studies. In this study, SmartPLS 4.0 was used to evaluate the research model. The reliability, convergent validity, and discriminant validity of the measurement tool were verified. Result: Result was found that service quality(physical quality, interaction quality, outcome quality) had a positive effect on positive emotion and brand affection. Also both of positive emotion and brand affection had a positive effect on brand loyalty. This study contributes to the service quality literature and has practical managerial implications.

• The Journal of the Acoustical Society of Korea
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• v.28 no.5
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• pp.477-482
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• 2009

The emotion recognition system in commercial environments such as call-center undergoes severe system performance degradation and instability due to the speech characteristic differences between the system training database and the input speech of unspecified customers. In order to alleviate these problems, this paper extends traditional method of emotion recognition of neutral/anger into two-step hierarchical structure by using emotional characteristic changes and differences of male and female. The experimental results indicate that the proposed method provides very stable and successful emotional classification performance about 25% over the traditional method of emotion recognition.

• Management & Information Systems Review
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• v.34 no.5
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• pp.191-212
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• 2015

Unlike the existing researches related to salespersons, this study intends to place the focus on salespersons' psychological characteristic as an element affecting their selling behavior. This is because employees' psychological characteristic is very likely to affect their devotion and commitment to relationship with customers and long-term production by a company. In particular, salespersons are likely to get a feeling of fatigue or loss, or make a cynical or cold response to customers because of frequent interaction with them, and to show emotional indifference in an attempt to keep their distance from customers. But the likelihood can vary depending on salespersons' own psychological characteristic; in particular, the occurrence of these phenomena is very likely to vary significantly depending on relationship belief in interpersonal relations. In the field of psychology, under way are researches related to personal psychological characteristics to improve the quality of interpersonal relations and to maximize personal performance and enhance situational adaptability during this process; it is a personal relationship belief that is recently mentioned as such a psychological characteristic. For salespersons having frequent interaction with customers, particularly, relationship belief can be a very important element in forming relations with customers. So this study aims at determining how salespersons' relationship belief affects negative emotion regulation strategies and prosocial behavior to customer. As a result, salespersons' relationship belief was found to have effects on their negative emotion regulation strategies and prosocial behavior to customer. Negative emotion regulation strategies was found to have effects on prosocial behavior. Salespersons with intimate relationship belief try to use active regulation, support-seeking regulation and salespersons with controlling relationship belief try to use avoidant/distractive regulation. Intimate relationship belief was found to have more prosocial behavior, controlling relationship belief was found to have less prosocial behavior to customer. salespersons' negative emotion regulation strategies was found to have effects on their prosocial behavior to customer. Active, support-seeking influence prosocial behavior to customer positively, avoidant/distractive regulation influence prosocial behavior to customer negatively.

• The Research Journal of the Costume Culture
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• v.19 no.3
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• pp.565-578
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• 2011

The purpose of this study was to examine the emotional experience dimension on the brand of the low price cosmetics and to empirically investigate the effect of emotional experience on the relationship between customers and brand. Data were collected for 10 days starting on March $2^{nd}$ 2009. Questionnaires were distributed to 517 female college students who experienced to purchase the products of the low price cosmetic brand and answers were collected. The results of analysis on collected data showed that the emotional experience was classified into sense, spatial environmental emotion, sales promotion emotion, salesperson emotion and visual/verbal identity, and emotional experience on low price cosmetic brand had a positive effect on the relationship between customer and brand. Specifically, it was showed that emotional experience on low price cosmetic brand significantly affected the customer satisfaction, brand trust and brand attachment. In terms of effect of emotional experience on customer satisfaction, the orders in the degree of influence were following: the sense, spatial environmental emotion, sale promotion emotion and salesperson emotions. In terms of effect of emotional experience on brand trust, the orders in the degree of influence were following: the sense, salesperson emotions, sale promotion emotion and spatial environmental emotion. In terms of effect of emotional experience on brand attachment, the orders in the degree of influence were following: the sense, spatial environmental emotion, salesperson emotions, visual/verbal identity and sale promotion emotion.

• The Journal of the Korea Contents Association
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• v.18 no.10
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• pp.464-477
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• 2018

This study is effect of food therapy and service quality, aimed to examine the relationship between positive emotion and brand loyalty. It examined the effects of service quality and food therapy on positive emotion, and examined the effects of positive emotion on brand loyalty, and then aimed to examine the indirect effects of service quality and food therapy on brand loyalty. To this end, quota sampling was conducted according to the job ratio of the customers visiting Hansik buffet restaurants. A survey was carried out from July 1 to 25, 2018(25 days), and a total of 850 questionnaires were distributed and 786 of collected 805 questionnaires were finally used for an analysis excluding 19 unreliable ones. The results of analysis were as follows: food quality, service encounter, physical therapy and psychological therapy significantly affected positive emotion, while service environment was not significant. Also, positive emotion significantly affected brand loyalty, and food quality, service encounter, physical therapy, psychological therapy had significant indirect effects on brand loyalty. The present study is significant in the aspect that it determined how important a role food therapy elements play in improving brand loyalty in a restaurant-related study.

• Journal of Korea Society of Digital Industry and Information Management
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• v.6 no.3
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• pp.179-190
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• 2010

With science and technology getting more and more advanced, the scope of digital product is expanding and the new products continuously are introduced on the market. On the basis of consumers' attachment to products, we investigated the consumers' behaviors towards the product when a digital product is extended. As a result of an empirical analysis, it turned out that a consumer tended to have higher trust and a positive emotion about relevant goods if he or she had a strong attachment to digital products. However, even though one had a strong attachment to digital products, the emotion about the corresponding brands did not necessarily appeared to be positive. In the event that a brand of digital products was extended to other new products, only the trust in the brand exerted significant influence on the consumers' behaviors towards the extended products. Finally, this study suggests some theoretical and managerial implications for effective strategies in response to customers' attachment to digital product.

• Proceedings of the Korean Society for Emotion and Sensibility Conference
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• 1999.11a
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• pp.179-184
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• 1999

To fill the emotivity in the interior design, the functional factor from the provided space, the aesthetic factor including modeling factor, and even the practical factor from the convenience and the value must be considered. To carry out an achieved design by the emotivity, it must follow the recognition of the original function which comes from the emotivity design method, and it should be applied to the design process fitting into the purpose of the space. The value of the sufficient interior by the emotivity is depended on what kind of image it gives, and how much of the satisfaction it can give to the customers. And fur more, it should not be partially lean to any of the decoration and the function of the object. That is, how faithfully it was to the use and the purpose of the interior and the emotion related to all parts which are the functional side and the decorative side mainly considered in the external form is designed by the essential part of the design.

• Journal of Fashion Business
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• v.14 no.5
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• pp.49-65
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• 2010

The purpose of this paper is to derive the categories of negative e-WOM (electronic word of mouth) via consumer review. Disclosing the details of negative e-WOM based consumer reviews has never been done before. For this reason, a content analysis was adopted to provide knowledge and understanding of the phenomenon. This paper analyzes the content of 630 consumer reviews posted on the open market internet site, www.auction.co.kr. The analysis was conducted from October 20th, 2008 to March 10th, 2009. The results indicated that the negative e-WOM based consumer reviews can be divided into two categories: the cognitive evaluation and the expression of consumer's emotion. The category of cognitive evaluation is consisted of negative e-WOM of product, negative e-WOM of service, and warning about the risk of purchasing products. The category of expressing consumers' emotion are composed of venting customers' dissatisfaction and passive response of dissatisfaction. Investigating the details of negative e-WOM has a number of implications. Most importantly, the results revealed multidimensional structure of negative e-WOM. This understanding of negative e-WOM communication allows marketers to improve products and services that better meet customers' current and future needs.