• Journal of Information Technology Services
• /
• v.19 no.1
• /
• pp.129-144
• /
• 2020

Recent advances in digital purchase platforms allow consumer to easy to access online purchase, but the online purchase systems often occurs a negative situations such as service failure. When customer experiences negative service, they want to communicate with the company online chatting service. But not much is known about how customers online chatting service's contextual cues effectiveness. So, the current research seeks to examine the effects of type of online chatting service interface and company market status on customers' perception of service quality and satisfaction with online chatting services. The results of two studies show that, when customer experienced negative online service, they expected to a high status (vs a low status) company had offered better service. but their service request are not met, customers perceive better service quality if served by a low status (vs high status) company represented by a logo (vs. an emoji). These findings will help marketing practitioners strategically how design their chatting service interface according to the their status when they communicate with customer who experienced negative service.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.11 no.1
• /
• pp.209-223
• /
• 2015

Google was established an online service company. Lately, Google has widened to the business area until manufacturing industry. Apple was established a computer manufacturing company. So, new business models should develop and should be innovation in order to adapt to industry environments. New business model's development and innovation are attracted on strategy to expect the high performance at companies. In particular, it is important to companies facing a variety of problems. Therefore, the purposes of this study are as follows : First, there understand the perception difference on online service company, offline service company, manufacturing company. Second, there provide for the use of strategy on online service company, offline service company, manufacturing company. The results of this study are customer factor, strategy factor, revenue factor have been statistically significant differences using ANOVA analysis in industry field, and customer factor has been statistically significant difference using t-test in business field. Then, it will expect to increase business competition through the business model.

• The Journal of Information Systems
• /
• v.19 no.3
• /
• pp.13-34
• /
• 2010

As consumers participate in sharing their experiences, they become a powerful information source in online shopping malls. Previous studies have investigated information service in the company-created information perspective and trust in the company perspective. This study extends the perspective of company-consumers to consumers-consumer perspective in information satisfaction and trust. Also, this study suggests loyalty as voluntary behaviors and adds helping behavior to the loyalty. Our results show that information satisfactions influence trust in the information sources such as company and consumers. Moreover, trust in company and trust in consumers influence loyalty differently. While trust in company influences recommending stronger than trust in consumers, trust in consumers influence helping and repurchasing stronger than trust in company.

• The Korean Journal of Franchise Management
• /
• v.10 no.1
• /
• pp.7-17
• /
• 2019

Purpose - Generally, the consumer's decision-making process for restaurant selection is simple and familiar. However, online information becomes important because the decision-making process of consumers becomes complicated in new restaurants and special situations. Because consumers can search for information online, information retrieval is now possible in selecting new restaurants. In particular, consumers often make decisions based on online information when making restaurant reservations. Research design, data, and methodology - All items were measured based on previous studies. The data were collected from customers who had visited the store by visiting the web page of the food service franchise within the last 3 months for the panel of the online survey institute. The questionnaires were surveyed from July 2 to July 11, 2018 for about 10 days. A mail and a message were sent to 2,000 people, and 310 people were asked to complete the questionnaire. Total of 303 data were used in the questionnaire, excluding 7 insufficient data. Results - The findings of this study are as follows: Consensus, vividness, and neutrality have positive effects on enjoyment. Consensus have positive effect on anxiety, but vividness and neutrality did not have significant effect on anxiety. Also, enjoyment has a positive influence on intention to visit, and anxiety has a negative influence on visit intention. Conclusions - First, franchise companies online advertising in a variety of ways, but they are mixed with other customers' WOM and offered to consumers. In this case, the information provided by the company may be distorted. Therefore, a restaurant franchise company needs to operate an official online channel to provide accurate information to its customers. Second, it is necessary to make contents so that other customers can participate in online channels of food service franchise companies. Third, food service franchise company should produce enough online contents to experience indirectly even if the customer does not visit the store directly. Fourth, food service franchise company needs to prepare a way for many customers to participate in many official contents.

• The Korean Journal of Franchise Management
• /
• v.12 no.2
• /
• pp.7-21
• /
• 2021

Purpose: One of the characteristics of service companies such as foodservice franchise is that it is easy to imitate, so many brands can imitate the menu that is popular with consumers. Therefore, foodservice franchise company should develop a brand that customers can identify from other brands in order differentiate it from its competitors. In order make the foodservice franchise company identifiable from other brands, it is possible through communication with customers. Therefore, this study proposes a new research model to analyze customer loyalty through online advertising and online word of mouth trust and immersion. Online was provided to customers through a mixture of advertisements and word of mouth, but previous studies have only considered online advertisements or online word of mouth. In addition, we want to verify the difference according to gender, which is an important variable in researching the online information processing behavior of customers. Research design, data, and methodology: The questionnaire of this study was surveyed on 20 years of age or older who have visited the restaurant franchise store within the last 3 months among the foodservice franchise companies operating SNS. During the survey period, 400 surveys were surveyed for a total of 20 days from April 1 to April 20, 2020. Result: The research results are as follows. First, in this study, the effect of online advertisement and online word of mouth on trust and immersion was studied. Second, this study verified the social influence theory in online advertising and online word of mouth. Third, the effect of online advertising and online word of mouth on loyalty according to gender was verified. Fourth, compared to existing advertisements, online advertisements are suitable for marketing by foodservice franchise companies because they can interact with consumers, modify advertisements immediately, execute extensive advertisements at low cost, segment the market, and measure advertisement effectiveness. The recent online expansion has been expanded to mobile-based, allowing foodservice franchisees to provide new communication services such as SMS (Short Message Service), multimedia messaging services, and location-based services. Fifth, a foodservice franchise company can increase brand awareness through online marketing or induce the use of offline stores. Sixth, franchisor can grow into a sustainable company only when they use resources efficiently. Conclusions: Trust is important in foodservice franchise information. This trust has a significant impact on customer commitment and loyalty.

• Journal of Engineering Education Research
• /
• v.27 no.2
• /
• pp.25-34
• /
• 2024

Due to the Covid-19 pandemic, it seems to have been impossible to run offline training courses. To overcome this situation, online training courses has been emerged. Just moving the educational environment from offline to online instead of re-designing the curriculum, however, is not effective for trainees. To maximize educational effectiveness, it is necessary to re-design the curriculum based on constructivist appoach which gives trainees experience on skills and knowledge about their job. As for re-designing the curriculum into real-time online practical learning based on constructivism, learning satisfaction and work efficacy of trainees may have been increased. From these results, HRD professionals in an IT company should need to consider how to structure the curriculum when they design the real-time online practical learnings.

• Fashion, Industry and Education
• /
• v.14 no.1
• /
• pp.31-39
• /
• 2016

With the emergence of online communities, the role of online communities in establishing brand equity has been greatly emphasized. In order to enhance our understanding of commitment in online brand communities, the present study attempts to investigate how three dimensions of community commitment (continuance, affective, and normative commitment) influence each component of brand equity (brand awareness, brand association, perceived quality, and brand loyalty) in the context of company-initiated online brand community. An online survey was conducted with a sample of online brand community members. The results found differential impacts of three types of community commitment on brand equity components, emphasizing the role of continuance and affective commitment. Continuance community commitment positively influenced brand awareness and brand association. Affective community commitment positively affected perceived quality, while among the three, only continuance and affective community commitment influenced the enhancement of brand loyalty. The results suggest that brand marketers need to focus on continuance and affective commitment factors in their online communities to effectively enhance brand equity possessed by consumers. Theoretical and managerial implications are provided.

• Korea Trade Review
• /
• v.42 no.1
• /
• pp.141-163
• /
• 2017

The purpose of this study to analyze the relationship among three characteristics of O2O commerce and extended goal-directed behavior(EGB) model(trust, desire and intention to use). From June to July in 2015, the questionnaires were sent to Chinese customers using O2O commerce. Among 494 questionnaires gathered, 433 valid ones are analyzed using SPSS and AMOS. Among ten research hypotheses derived from prior research and the research model, eight hypotheses are tenable, while the rest hypotheses are untenable. Online features of mobility and Offline features of service quality. The Online features of mobility bring consumers convenience but also has some latent customer privacy issue. On other hand, because of the untenable hypothesis, there is inconformity between online service and offline service, and customer have distrust on the O2O commerce. To achieve continuous online consumption, offline businesses need to improve their service. The perceived quality of selling company exerts a significant effect on the customers' reliability for the brand equity of open market company and selling company, such as the brand awareness of the open market, open market image, brand awareness of selling company, and the perceived quality of selling company. Thus, selling company should improve self-brand service and quality in order to improve customers' reliability. In addition, the consumer characteristics of attitude, subjective norm, and perceived behavioral control are all tenable. These results mean that O2O commerce is a favorite way of consumption by Chinese consumers.

• Fashion & Textile Research Journal
• /
• v.21 no.6
• /
• pp.743-753
• /
• 2019

This study investigates differences in demographic characteristics, shopping orientation, perceived risk, and satisfaction after purchase among consumer types. This study classifies consumer types according to their channel transition behaviors between the online and offline channels with a focus on the steps of information research and buying decision in buying decision-making process. The four consumer groups are as follows: off-off type (offline research-offline purchase), on-on type (online research-online purchase), on-off type (online research-offline purchase) and on/off-off type (online and offline research-offline purchase), off-on type (offline research-online purchase) and on/off-on type (online and offline research-online purchase). Data were collected from adults over 20 years old who had bought clothes within one year. The questionnaire was carried out from July, 2019 using a professional internet research panel; in addition, 500 sets of useful data were analyzed by descriptive statistics, factor analysis, reliability analysis, chi-squared test, ANOVA and Duncan-test using SPSS 21.0. The findings showed significant differences among the classified consumer groups for consumer demographics, shopping orientation, perceived risk, and purchase after satisfaction. The results imply that consumers show a variety of channel transition behaviors based on demographic variables, shopping orientation, and perceived risk. Understanding and adapting to consumer purchase behaviors will allow company distribution channels to be effectively managed and eventually increase consumer satisfaction as well as company sales volume.

• The Journal of the Korea Contents Association
• /
• v.8 no.1
• /
• pp.348-355
• /
• 2008

With recent development of internet, a lot of people use online games through internet networks. Since people that utilize the online games increase, a special company and an advertisement company adopt the PPL(Product in Placement) on online game instead of the advertisement through TV or radio. This paper persents applications of the PPL on online games and problems which was occurred by them. We propose an advertisement system architecture which processes it efficiently. To prove that our proposed PPL system on online game is efficient, we process various questionnaires on PPL efficacy in online game and analyze them.