• The Journal of the Korea Contents Association
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• v.8 no.3
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• pp.173-181
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• 2008

This study aims to prove the connection between satisfaction and re-visit intention of customers by examining shopping value and store image depending on product types purchased at Internet shopping malls. The finding of this study revealed that shopping value could be classified into hedonic and utilitarian value, while store image could be extracted into six dimensions such as reputation, product and information service, customer service after purchase, atmosphere, convenience, and safety. Both search goods and experience goods among store image factors were found to have stronger effect on utilitarian shopping value than hedonic shopping one. In addition, it was found that store image and shopping value had an effect on customer satisfaction and re-visit intention depending on product types, with a significant difference. These findings are expected to provide marketing complications for the understanding of differentiated market segments in the Internet shopping mall market, which is facing ever-growing market.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.8
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• pp.1253-1264
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• 2010

This research is an in-depth study on the differences of cosmetics advertising and brand representation between Korean companies and Chinese companies. In addition, it studies the preferences of cosmetics consumption in Korea and China. To study these topics, two major methods are applied to magazine advertising analysis and consumer research. Analysis objects are the magazine advertisements of the Korean brands Mamond and Laneige, which entered the China market more than 5 years ago; the 64 advertisements are evenly split between Koreans and Chinese. The objects of the survey are 470 females between the ages 20 and 30 (237 from Korea and 233 from China). The results were as follows. First, Chinese advertisements use intense appeal in which the types of advertisement appeal are highly preferred. Second, ordinary models are highly preferred. Second, (on the nationality of the models) Chinese and Korean models are preferred in comparison to western models. Third, (as shown in the survey) Koreans and Chinese preferred magazine advertisements with headlines and copies. Four, blue colors are commonly used in the advertisements; however, the survey shows that the Chinese consumers prefer gray colors. Furthermore, from this study, there is a significant dynamic between the brand image and consumer satisfaction as well as the re-purchase intention.

• Culinary science and hospitality research
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• v.21 no.1
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• pp.116-128
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• 2015

This study examined customers from restaurants in hotels in the Busan and Gyeongnam region, South Korea, to confirm if dinging area decoration has any indirect effect on behavioral intention via customer emotional response and the mediating effects of customer emotional response in order to provide the basic materials of marketing strategies for continued customer visit to the hotel restaurants. The implications of the study are summarized as follows: First, if restaurant space is designed in consideration of gustatory, visual, auditory, tactile, and olfactory aspects, it becomes a reason for customers to re-purchase and spread good words of mouth. Second, restaurant food space should be designed to make customers pleasant and exciting. Third, the design of food restaurant design that induces customer emotional responses elevates customer re-purchase and intention to deliver words of mouth.

• The Journal of the Korea Contents Association
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• v.9 no.6
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• pp.357-369
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• 2009

With the development and generalization of internet and information technology, airlines has tried to reduce their business expenses and commissions to travel agencies and enhance service qualities through service automation and simplification, such as internet booking and ticketing, self check-in, in-flight internet and RFID for checked baggage. The statistical techniques conducted for this empirical analysis are frequency analysis, reliability analysis, factor analysis, confirmatory factor analysis and multiple regression analysis. This research has tried to examine factors of airline e-services that influence on recommendation re-purchase intention and satisfaction. Results has found that only on-line reservation and ticketing factor had significant effect for recommendation and re-purchase intention and all e-service factors produced significant effect to total satisfaction. It was also recommend that airlines have to provide easy and more familiar e-service system to their passengers to deliver better services.

• Journal of Service Research and Studies
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• v.8 no.3
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• pp.97-114
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• 2018

This study was intended to empirically examine the influence that the omni-channel brand experience would have on omni-channel brand relationship formation and achievements. All hypotheses were adopted, except for 1 hypothesis(Hypothesis 5), among 12 hypotheses. Specific results were as below: First, omni-channel brand experience had a positive(+) influence on brand trust(Hypothesis 1), brand identification(Hypothesis 2), and consumer-brand relationship(Hypothesis 3) as a whole. The brand trust had a positive(+) influence on brand identification(Hypothesis 4), but did not have statistically significant influence on consumer-brand relationship(Hypothesis 5). Meanwhile, brand identification had a positive(+) influence on consumer-brand relationship(Hypothesis 6). Second, consumer-brand relationship had a positive(+) influence on re-purchase intention(Hypothesis 7), word-of-mouth intention(Hypothesis 8), and brand extension acceptability(Hypothesis 9) as a whole. Finally, omni-channel brand showed the following relationship with and achievements. re-purchase intention had a positive(+) influence on both word-of-mouth intention(Hypothesis 10) and brand extension acceptability(Hypothesis 11) while word-of-mouth intention had a positive(+) influence on brand extension acceptability. The results of this study may provide theoretical and practical implications for marketing managers' understanding and strategy planning in connection with consumer experience and relationship formation promoted recently by omni-channel brands of distribution companies.

• Journal of Distribution Science
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• v.3 no.1
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• pp.23-42
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• 2005

The service offer expectation and the desire of customers to a large-sized rate influence store also increase as a result of such environmental change. the counter where research of a book was upgraded from differentiation pursuit by competition between business condition in business condition in the case of the domestic rate influence store which has put the focus on service strengthening The work shrine which cannot reach here the competition predominance in the domestic market it will be hard coming to secure, when environmental change of inside large-sized rate influence store industry is taken into consideration The research which tried to receive customer service failure recovery carried out actual proof analysis in the influence to which fair nature lateness of a customer attains to the re-purchase intention to this store of customer satisfaction and future by service recovery process for an object in the customer who held service failure recovery experience in the domestic large-sized rate influence store.

• Journal of Fashion Business
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• v.13 no.5
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• pp.110-120
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• 2009

The goal of this study was to investigate the influence of customer service quality on customer satisfaction. Also the object of this study is to indicate the influence on word of mouth and intention of repurchase which is a variable of customer satisfaction. The subjects were 357 female adults living in Suncheon City, Jeollanam Province. The questionnaires were conveniently sampled from June 1 to 30, 2006. The collected data was analyzed by percentage, frequency, mean, factor analysis, reliability, regression using the SPSS program. The five hypotheses set in the research model, all were selected through empirical analysis. Main findings are as follows: As a result of factor analysis, customer service quality of discount store verified four items, that is, personal service, VMD of stores/atmosphere, store policy, product assortment. As a result of regression analysis, customer service quality influenced customer satisfaction. The intention of repurchase and word of mouth received a positive influence from customer satisfaction. The intention of repurchase influenced the word of mouth, and it received a positive influence from the word of mouth.

• Journal of dental hygiene science
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• v.15 no.1
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• pp.77-82
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• 2015

The purpose of this study was to understand the buying behavior characteristics of the customers. Also, it was intended to provide information to provide companies marketing strategy. The criteria of purchasing toothpaste was to try to understand the impact on satisfaction, recommendation and repurchase Intention. The study was surveyed 248 customers who re-buy the toothpaste in oral care products showroom at university dental hospital. Statistical analysis was performed using PASW Statistics 18.0 and AMOS 18.0 at the 5% significance level. The results were as follows: 'Flavor', 'Price', 'Brand', 'Function', 'Design' of toothpaste and satisfaction showed a positive correlation. Satisfaction and repurchase intention, Recommendation showed a positive correlation. Selection criteria that affect the satisfaction when customers buy toothpaste, 'Function' was the greatest and others became the order of the 'Brand', 'Flavor', 'Price'. Satisfaction affect the recommendation and repurchase Intention. If customers are satisfied with the toothpaste products, showed the Repurchase Intention, have shown opinion that is willing to recommend this product to others. Therefore, dentistry and manufacturers of toothpaste must share a lot of information about toothpaste with customers. Also, information, function, flavor of toothpaste as well as other oral care product, It will be a needed the continuing research and development.

• CRM연구
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• v.2 no.2
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• pp.71-88
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• 2009

The purpose of this thesis is to examine the effects of e-CRM activities by the internet shopping mall companies on the purchase activities of purchase customers and the potential customers. The internet shopping companies utilize e-CRM to systematically identify customers' varying demands, and to utilize the results as marketing tools, thus producing a significant effect on the potential customers by generating customer feedback through e-Community. Contrary to their intention, however, cognitive dissonance can occur through e-Community, which may lead to customers' complaints. If these complaints are not properly managed and settled in a timely manner, they can be transferred to other potential customers, and the conformity phenomenon could be created by other complaining customers. Findings obtained through this thesis are as follows: If cognitive disharmony is created by customers who purchased products through the internet shopping malls, this can lead to private complaining behaviors, and subsequently, these behaviors are formed through e-Community. If the internet shopping mall companies do not take any timely and proper measures to intervene in the stage of private complaining behaviors in the first place, these behaviors will immediately escalate into the public complaining behaviors. Furthermore, the complaints will be transferred to other potential customers, ultimately resulting in their swift expansion. In other words, contrary to intention of the internet shopping mall companies, e-CRM does not facilitate the potential customers purchase decision, it rather affects them to postpone or withdraw their purchase decision. Accordingly, the internet shopping mall companies are required to manage e-Community with extreme care, and they should promptly respond to the complaining customers so that e-Community can function properly.

• Journal of the Korea Convergence Society
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• v.9 no.4
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• pp.209-222
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• 2018

The consulting company conducts consulting for the purpose of repurchasing consulting and the intention of repurchase according to the consulting quality appears in the small and medium enterprises which received the consulting service. The purpose of this study is to find out the difference of consulting service quality according to the degree of correspondence. As a result of the questionnaire and statistical analysis for consulting SMEs, it was confirmed that the quality of consulting service affects the intention of repurching consulting, Research shows that even though consulting service quality is high, it does not lead to re-purchase unless it responds appropriately to changes in the environment. In other words, in order to enhance service responsiveness, consulting firm should be able to monitor the market information that changes with service quality and build a response system to respond quickly. However, to generalize it, In order to increase the consulting repurchase intention, further research is needed to supplement the responsiveness of the consulting service in connection with the quality of the consulting service.