• Journal of the East Asian Society of Dietary Life
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• v.20 no.4
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• pp.606-618
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• 2010

The study investigated how 'word of mouth' originates in the chain restaurant industry. It has long been acknowledged that 'word of mouth' is a critical factor for the success of a restaurant business due to its targetability and cost effectiveness. A review of the literature revealed four antecedents of 'word of mouth': service quality, perceived value, satisfaction, and relationship quality. Based on the theoretical/empirical relationships between those constructs, a structural model composed of the hypotheses was proposed. The structural model was tested with data collected from 471 chain restaurant patrons. The structural equation modeling analysis revealed that five constructs in the proposed model are interrelated, and during this process, word of mouth is formed in the chain restaurant industry. A positive relationship between service quality and satisfaction (0.265, p<0.05), service quality and perceived value (0.831, p<0.05), service quality and relationship quality (0.465, p< 0.05), and service quality and WOM (0.263, p< 0.05) were found, indicating that service quality is a key prerequisite for word of mouth and other constructs proposed in the model. It was revealed that perceived value doe not have a direct impact on WOM formation (t=1.275, p=0.202), but a positive relationship between perceived value and satisfaction (0.293, p<0.05) and between satisfaction and WOM (0.627, p< 0.05) were found. Therefore, it was concluded that patrons' perceived value influences word of mouth formation, but that impact is mediated by satisfaction. During this process, relationship quality also plays a mediating role in generating word of mouth. Based on data analysis, theoretical/managerial implications are discussed.

• The Journal of the Korea Contents Association
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• v.14 no.5
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• pp.403-410
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• 2014

The purpose of this study is to analyze the festival tourists for "Yeoju Ogoknaru Festival". There is also effects analysis of service quality on perceived satisfaction for behavioral intention. This study used questionnaires to Yeoju Ogoknaru Festival festival participant, adopted the designated random sampling in the active site, a total of 177 valid questionnaires. The data were descriptive statistics and Structure Equation modeling analysis. This study found that; Physical service factor was not effect on tourist satisfaction and positive word of mouth. Programme service and Personal service quality directly positive effect on perceived satisfaction and WOM. The programme service variable of the festival had the greatest impact on overall satisfaction of festival tourists. The more satisfied tourists are with the festival the more likely they are to recommend in subsequent festivals. Based on these results, study can offer some valuable insights for festival planners and organizers to better manage their festival programme and volunteer service to such an extent that the experiences of festival visitors are maximized, perceived satisfactions are enhanced, and revisits to future festivals facilitated.

• The Journal of the Korea Contents Association
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• v.15 no.6
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• pp.499-508
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• 2015

The purpose of this paper is to examine the structural relationship between experience(4Es), customer commitment and behavioral intention based on experience of the theme park as a hedonic destination. To carry out this study objective, a survey targeted for theme park customers was conducted from May 10. 2014 to June 10. 2014. These data were processed using SPSS 18.0 and Structural Equation Modeling with Amos 18.0 to test proposed hypotheses. The results are summarized as followed. First, the decomposition of path analysis revealed significant positive effects on customer commitment by entertainment experience, education experience, esthetic experience. and escape experience. While, entertainment experience was shown to have the largest influence on customer commitment. Second, customer commitment had a positive effect on revisit intention and WOM. Third, experiences have an indirect influence on revisit intention and WOM through the mediation of commitment. From the findings, the theme park is necessary to plan and develop experience program for more variable and special.

• Fashion & Textile Research Journal
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• v.19 no.2
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• pp.180-193
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• 2017

The increase use of smartphones has paved the way for quick dissemination of online information. This has a huge influence on consumers' purchase decision making and the formation of a company's image. As such, this study focuses on product review from mobile beauty applications(apps); in particular, the perceived information authenticity. The purpose is as follows. First, to examine if there is any difference in perceived information authenticity based on the types of product review. Second, to analyze how perceived information authenticity influences brand attitude, purchase intention, and electronic word of mouth(e-WOM) intention. The study targets consumers in their 20s and 30s who have experience buying a product via a mobile beauty app. Three hundred responses are analyzed using SPSS 21.0 and AMOS 18.0. The results reveal that, first of all, consumers derive higher perceived information authenticity from a multi-facet review rather than a double-facet review. Second, among the traits of perceived information authenticity, only a brand's perceived reliability has a significant influence on brand attitude. Third, this brand attitude has a positive influence on purchase intention and e-WOM intention. In conclusion, these findings can serve as an important discussion point for companies developing a mobile beauty app, drawing attention to perceived information authenticity, based on the types of product review.

• Journal of Digital Convergence
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• v.12 no.5
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• pp.69-78
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• 2014

This study deals with the digital policy proposal through the path modeling study on the effect of the strength of weak ties & emotional perception leading to the user's satisfaction, WOM between game users, and the verification on the effect of the emotional real name SNS on the social network game's diffusion. Researcher confirmed that the effect of the strength of weak ties & emotional perception led to the user's satisfaction, WOM of SNG. Even though weak tie, researchers estimate that the users emotionally interact with the real name relation effect of SNS. And effective factors for WOM are not a tie relationship or emotional interactivity of weak tie antecedently but user's satisfaction. As a result, though antecedent factors (weak tie & interactivity) had a positive effect as real name SNS, eventually powerful factor of making buzz was the SNG user's satisfaction. Thus researchers expect the practical policy proposition for government & corporation, which means SNG service providers more carefully manage the service satisfaction for WOM with SNG user's experience.

• Journal of Distribution Science
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• v.20 no.5
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• pp.65-74
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• 2022

Purpose: This paper evaluates which characteristics of marketing communication content distributed on social networks impact electronic word-of-mouth (e-WOM). Research design, data, and methodology: Quantitative research was carried out on 637 Vietnamese people aged from 18, who were exposed to marketing communication programs of fashion brands. Preliminary data were analyzed by the reliability of the scale, multivariate regression analysis, and analysis of variance. Results: The research findings have identified the four characteristics of social media content that positively impact e-WOM, including entertainment, interaction, trendiness, and customization. Participants aged 30 and under have a higher appreciation for media content and e-WOM than those from 31 and over. Conclusion: To promote e-WOM, marketing communication content distributed on social networks should focus on the following characteristics: (1) The entertainment of marketing communication content should involve positive emotions, fun, and enjoyment; (2) With interactive content, focus should be placed on discussion and exchange content, content that encourages sharing, and two-way interactive content; (3) For trending marketing communication content, marketers consider communicating brand-related latest information, up-to-date information, and hot discussion topics; and (4) When creating customized content, brands should be interesting, customized (information, product, price), and unique.

• The Journal of the Convergence on Culture Technology
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• v.9 no.4
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• pp.283-290
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• 2023

This study investigates the influential factors on online word-of-mouth (eWOM) intentions towards educational tourist destinations, primarily focusing on Korean universities and Chinese tourists. It reveals a positive correlation between eWOM intentions and the desire to enroll in these institutions. The significance of eWOM for attracting Chinese students elucidates the importance of establishing a strong brand image and ensuring high levels of tourist satisfaction. Moreover, social media users who travel for education purposes were found to emphasize self-image consistency and conspicuous self-expression. This research underscores the utility of leveraging social media to enhance the perception of educational tourist attractions, promoting these destinations, and stimulating eWOM, thereby enriching the understanding of the strategic use of social media in international student recruitment.

• Journal of Information Management
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• v.43 no.1
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• pp.109-134
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• 2012

This study, focusing on process of online Word-of-Mouth(oWOM) adoption in applications market which is a major issue of recent mobile industry, tried to empirically analyze how main characteristics of oWOM affect trust and process of oWOM adoption. To do this, based on understanding about applications market and precedent studies on online communication and Elaboration Likelihood Model(ELM), I developed the research model and proposed seven hypotheses. The subjects were smart phone users who ever used review in mobile applications market. The study method was questionnaire survey. As a result, trust in review was suggested as prerequisite for consumers to accept on-line review in mobile applications market. And it was empirically proved that for the customers to feel trust, these are necessary - positive assessment on argument quality, vividness of delivered explanation, and neutrality of message. The theoretical implications of this study are that based on studies on oWOM, factors affecting trust in review were explored in the environment of mobile applications market with less judgement clues for decision making compared to other on-line media and then, these factors were conceptualized. From the practical view, this study suggested implication on what attributes companies or developers can strategically utilize while investigating prerequisites of oWOM adoption.

• Korean Association of Arts Management
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• no.54
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• pp.59-93
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• 2020

The development of digital technology has made consumers more knowledgeable about products than ever before. In this regard, experts have defined consumers in the digital age as knowledge seekers and pointed out that they are proficient in acquiring and sharing product knowledge prior to purchase. For service goods such as musicals, product prior knowledge executes strong effect due to such characteristics as intangibility, inseparabilit y,and heterogeneity. Prior studies in the field of performing arts, including musicals, have revealed that the prior knowledge of the audience has a positive effect on the satisfaction of the audience and WOM(word-of-mouth) intention. However, studies in the marketing field argue that consumers' high prior knowledge may have a negative impact on customer satisfaction and product evaluation depending on conditions, as they are more likely to compare, review, and expect products more closely. Therefore, in this study, we tried to identify under what conditions the musical prior knowledge enhances audience satisfaction and WOM intention. According to the results of previous studies, a mediating effect model was established in which the musical prior knowledge enhances the WOM intention through the mediation of the audience satisfaction. Then, Transportation was introduced as a mediation variable and it was verified whether the level changed the audience satisfaction and WOM intention. The reason for the introduction of the transportation construct reflects the results of previous research that the story is important component of musical. The results showed that the musical prior knowledge has a significant effect on WOM intention through the mediation of audience satisfaction. The moderating effect of transport was also significant on the relationship between musical prior knowledge and audience satisfaction. Lastly, through moderated-mediation analysis, it was confirmed that transportation moderates the mediating effect that prior knowledge affects on the WOM intention through audience satisfaction. Based on the results, we demonstrated that a musical story is fairly important to satisfy audiences with high prior knowledge. This study could contribute to the related filed in that it introduced the transportation construct for the first time, thereby broadening the understanding of the musical audiences in the era of smart consumers.

• Asia Marketing Journal
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• v.21 no.2
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• pp.1-19
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• 2019

Prior studies on the effects of online consumer reviews have mainly focused on review valence, but little research has investigated how two-sided (both positive and negative) and one-sided (only positive) reviews influence consumers' response to online review. In addition, little attention has been paid to how sponsorship presence (firm-sponsored reviews vs. consumer-voluntary reviews) influences individuals' attitude toward online review. Unlike consumer-voluntary reviews without any monetary incentive, firm-sponsored reviews include messages about brands providing monetary compensation. This study examines whether review valence (two-sidedness vs. one-sidedness) influences attitude toward online review via its influence on review credibility. Further, this study examines whether sponsorship presence affects when review valence influences attitude toward review. Thus, this research investigates the effect of review valence on attitude toward review and the moderating role of sponsorship presence in the relationship between review valence and attitude toward review. The first experiment reveals that attitude toward review is more favorable when the review is two-sided (vs. one-sided). The second study demonstrates that differences between the two-sided and the one-sided review occur only for firm-sponsored reviews, not for consumer-voluntary reviews. The theoretical and practical implications are also discussed.