• Journal of Korean Society for Quality Management
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• v.51 no.2
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• pp.247-261
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• 2023

Purpose: This study investigates the relationship between service compensation, consumer sentiment and revisit intention for service recovery in the Chinese foodservice industry, and the moderating effect of employee authenticity. Methods: Data were collected from people who experienced eating out in a city located in central China, and the hypothesis was verified through multiple regression analysis and hierarchical regression analysis. Results: The results indicate that the specificity of compensation affects both positive and negative emotions of customers, and the activeness of compensation also influences positive emotions of customers. Also, employee autheticity moderates the effect of specificity of compensation on customers' positive emotions. Both positive and negative emotions of customers influences revisit intention. Conclusion: These results show that the role of service compensation is important in service recovery in the rapidly expanding Chinese foodservice industry. In addition, since the sincerity of employees plays an important role in maximizing the recovery effect in the process of service recovery, it suggests that it is important not only to improve services in the quantitative aspect but also in the qualitative aspect through employee training.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.61-70
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• 2016

The purpose of this study is to identify the effects of a company's response strategies (response type, communication style, and response sincerity) on customer's brand attitude and purchase intentions. A fictional Facebook fan page containing 6 separate scenarios was developed based on actual customer reviews and company responses observed on Facebook restaurant fan pages. Participants were recruited from Amazon's Mechanical Turk (MTurk). A total of 202 responses were obtained; 185 responses were analyzed after deleting insufficient responses. The results of MANOVA found that an accommodative response leads customers to have a more favorable attitude towards a brand and have stronger purchasing intentions. In addition, customers who perceive the company's response to a negative review as sincere are more likely to have a positive brand attitude and purchasing intentions, as compared to those who perceive it as either insincere or neutral.

• Proceedings of the Korean DIstribution Association Conference
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• 2005.02a
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• pp.125-158
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• 2005

This study tried to identify major factors which determine repurchase intentions. We consider customer satisfaction, service quality, switching cost and consumption emotions which are recently proposed in the related literatures. To test them empirically, we collected 374 questionnaires among 620 from corporate customers of major banks and 112 from employees of a major bank in corporate banking and analyzed them by LISREL 8.12.. The result of this study can be summed up as follows. First the most important determinant factor in repurchase intentions is customer satisfaction. Second, it is desirable to measure service quality not only in terms of 'process service quality', a process of service delivery to customers, but also 'outcome service quality', what customers receive from services or from service providers. Third, positive consumption emotions have positive influence upon customer satisfaction, negative consumption emotions have negative influence upon customer satisfaction and repurchase intentions. Fourth, switching cost, even though small in its influence, has been proved to be antecedent in repurchase intentions along with customer satisfaction and negative consumption emotions. As precedents in customers' repurchase intentions, customer satisfaction and process service quality are revealed to exercise the biggest influences. Also, positive consumption emotions, negative consumption emotions, outcome service quality and switching cost can be used as determinants in predicting corporate customers' repurchase intentions.

• Journal of Fashion Business
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• v.17 no.2
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• pp.136-150
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• 2013

This study investigates the effect of customer emotions on customer evaluation and behavior intention. The subjects used in this study were customers of a fashion shop in Sunchon South Korea. The questionnaires were conveniently sampled from July 2010 to August, 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, emotions of customer were divided into 2 patterns, positive emotion and negative emotion. Second positive emotion have significant (+) influences on the trust and negative emotion have significant (-) influences on the trust. Third positive emotion have significant (+) influences on the customer orientation and negative emotion have significant (-) influences on the customer orientation. Forth, the emotions of customer have a considerable impact on the interaction intention. And the positive emotion have significant (+) influences on the word-of-mouth intention and negative emotion have not a considerable impact on it. Fifth the positive emotion have significant (+) influences on the attitude toward store and repurchase intention, and negative emotion have significant (-) influences on the attitude toward store and repurchase intention.

• Asia Marketing Journal
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• v.17 no.4
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• pp.43-61
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• 2016

This paper has identified some theoretical reasons and empirical evidence for negative scores that occur in Japan and Korea or unstable NPS scores that can be experienced. A psychological analysis of NPS results sheds light on the validity of the negative NPS scores that are often found in Japan and Korea. Usually customer experience surveys utilize a "single stimulus" such as the "company" or the "company's products / services." However, in the case of the "recommendation to friend" question of the NPS system there are two stimuli namely the "company product/service" and the influence of "friends." Hence, the survey outcomes from this question can be very different when compared with other single stimulus questions such as "overall satisfaction" or "repurchase." Japanese and Korean people may have a positive attitude towards the company but they will provide low NPS scores because they are reflecting that they would not run the risk of ruining their relationships with their friends by making a recommendation. As a result, in the NPS system these people will be labeled as "detractors" when in fact they are "ambivalent customers." Using several Japanese and Korean based marketing research industry examples and case studies, different strategies are proposed to address the issue of negative scores in the NPS system in Japan and Korea. The Customers Psyche appears to be the key determinant factors for both types of behavioural items (items with a single stimulus as well as items with two stimuli).

• Culinary science and hospitality research
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• v.22 no.3
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• pp.92-107
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• 2016

The purpose of this study is to investigate how food-related lifestyle of Chinese customers affect purchase intention for Korean Ramen and to verify the moderator effects of food neophobia and Korean attitude to food safety between them using hierarchical regression analysis suggested by Baron & Kenny. The findings and implications can be summarized as follows. First, while food-explorer or convenience-oriented traits in Chinese customers have significant and positive effects, the health-oriented trait has a negative effect on purchase intention of Chinese customers for Korean Ramen. Second, there is negative moderating effect between the trait of convenience-oriented and purchase intention of Chinese customers for Korean Ramen. Third, there is a positive moderating effect between the trait of food-explorer or convenience-oriented, and purchase intention of Chinese customers for Korean Ramen.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.145-150
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• 2016

The Malaysian hotel industry is experiencing growth due to the increase of new hotels and hospitality-related service through inbound of business travelers and tourists to Malaysia. The influx of tourist is expected to increase and luxury hotels are beginning to be more popular. The interest of studying customer perception toward tourism facilities, especially in luxury hotels has also witnessed an increase. In this study, a qualitative approach on how customers perceive luxury hotels was conducted. This study covered customer satisfaction and service quality perceived by customers toward Sunway Resort Hotel and Spa. Ten individuals were involved in data collection, and data were analyzed thematically. Findings were themed based on positive and negative responses provided by both international and local customers.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.110-135
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• 2010

The purpose of this study was to examine the effects of a mileage program on consumers' negative emotions and behavior when the program failed. To accomplish the purpose of this study, the failures in mileage programs were classified into three types(refusal, delay, reduced advantages) with two types of customers' commitment(affective and calculative), and an experimental design was used to verify the effect of customers' negative emotions on their negative behavior when the programs fail. A total of 600 university students in Seoul and Pusan areas were surveyed from 1st of Sept. to 30th in 2009. The result suggests that both consumers with affective commitment and those with calculative commitment felt negative emotions(regret, disappointment) when a mileage program failed. Consumers with affective commitment to a company are expected to give negative words of mouth to others. Also, consumers with calculative commitment to a company are expected to complain and give negative words of mouth to others.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.19-26
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• 2020

Purpose: The old axion to put the customers first (e.g., customers are king, customers are always right) has been taken for granted in the service sector. In addition, many companies in South Korea are providing customer-first education for employees at their contact points to strengthen their competitiveness. However, excessive increase in the psychological power of the customer can lead to a problem of abuse of power, called 'Gap-jil.' Despite these concerns, most companies hardly discard policies to give high priority to customers because of the assumption that it enhances customer satisfaction leading to organizational performance. However, in recent years, some franchise catering companies have posted warnings about the abuse of power by customers, and a movement to pursue a power-balancing between service providers and their customers is spreading. Research design, data, and methodology: This research is conducted to reconsider the principle of the customer-first perspective and to create a basis for arguments that can solve the problem of abuse of power, which is recognized as a serious social problem. In this research, we test and analyze the effect of customers' psychological power in the context of a restaurant on expectation for service and response to service failure. Result: The result of an experimental study shows that the effect of psychological power on customer satisfaction can be somewhat negative. Also, customers with high psychological power are more likely to have high service expectations. Especially high psychological power of customers causes a difference in the expectation level of human factors such as employee attitude, while the difference in expectations of non-human factors such as restaurant atmosphere was not statistically significant. In addition, when customers with high psychological power encounter service failure situation, they are more likely to feel disappointment and regret with a service provider. Meanwhile, the effect of psychological power on complaining behaviors are not significant. Conclusions: The findings of this research provide meaningful implications that the service providers should reconsider their existing corporate culture and management policies that put customers first. In addition, the result of this research is provided meaningful opportunities to review the management philosophy for the company's customers and the education philosophy for the employee education.

• Culinary science and hospitality research
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• v.19 no.1
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• pp.70-84
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• 2013

The study aimed at grasping the factors of sommelier service quality and analyzing how customers' emotional responses based on sommelier service quality had a big impact on the revisit intention for the customers who received sommelier service from food service industries located in Seoul. The findings are as follows. The effects of sommelier service quality on positive emotions were respectively significant in specialty factor(${\beta}$=.257, p<0.001), reliability factor(${\beta}$=.314, p<0.001), and responsiveness factor(${\beta}$=.387, p<0.001). And the effect on negative emotions was significant in specialty factor(${\beta}$=-.178, p<0.05). Meanwhile, the result of the effect on the revisit factor of sommelier service quality was significant in reliability factor(${\beta}$=.286, p<0.001). And the effects of customers' emotional response on revisit factor were significant in positive emotion factor(${\beta}$=.350, p<0.001) and negative emotion factor(${\beta}$=-.195, p<0.01) respectively. As the emotional responses based on sommelier service quality had a great impact on customers' revisit intention according to positive or negative emotions, it is necessary for food service industry operators to improve customer satisfaction with consolidating the factors to give customers positive emotions which eventually can lead them to revisit wine restaurants.