Purpose: This study investigates causal relationships among brand experience, perceived value and brand support behavior in both Chinese and Korean consumers, and also examines the moderating effects of interaction with customers in the relationships between brand experience and perceived value. Research design, data and methodology: Three research were presented and examined empirically in this study. First research question is about relationships among brand experience, perceived value and brand support behavior. Second is about the moderating role of interaction with customers and third is about the differences in the causal relationships between China consumers and Korean consumers. A total of 377 samples who had visited theme parks in China and Korea were surveyed. Results: Sensory experience, emotional experience, and cognitive experience have significant causal relationships with perceived value in Both Chinese and Korean consumers. Perceived value has a positive effect on brand support behavior and interaction with customer has a moderating effect between brand experience variables and perceived value in Both Chinese and Korean consumers. Second, the causal relationship between behavioral experience and perceived value is not significant in Both Chinese and Korean consumers. Third, there were significant differences in the effects of emotional experience and cognitive experience on perceived value between Chinese consumers and Korean consumers. Conclusions: Managers of theme park industry should design experience programs considering various brand experience variables for both Chines consumers and Korean consumers. Second, it is necessary to raise the level of customer interaction between employees and customers.
This study has the purpose to review the way of experience element and property of space design appearing in vocational experience space and accumulate basic study material for children's vocational experience space and build systematic and specialized modules. Analysing the marketing elements of experience space through pilot research to arrange frame of analysis, and in a determined range, experimental marketing's property appearing in children's vocational experience center is analysed. This researcher analysed experimental displaying space's function of recognition, emotional, behavior, sense marketing and experimental marketing induced from pilot research on space design expressive elements of experimental marketing when it is applied to spaces through the frame of analysis with the combination of total 8 kind's experience display space function such as investigative, conceptional, aesthetic, entertaining, logical, relative, participating, and comprehensive experience based on 5 vocational experience spaces located in Seoul and Gyeonggi, opened after 2010, being operated at present with more than 500 pyeong (about 1,650 square meter) and targeted for children, after this researcher visited the site directly to make check list with the frame of analysis together with the staff and administrator in charge of vocational experience education. As a conclusion, vocational experience center is a space of edutainment helping children experience various profession more easily to find their interest and to bring up their dream. By analysing current vocational experience center through the element called experimental marketing, current status of vocational experience center could be known. the experience itself in vocational experience center becomes a merchandise. Instead of mere experience, so as to get professional experience and new information, new experiences should be provided by incessant variation and development. This study is to build basic research data for children's vocational experience space, however not only drawing specialty of vocational experience center through the connection of enterprises based on the contents arranged above but also systematic and specialized modules are expected to be built in next researches.
Purpose: Recently, Korean cosmetics distribution market has been reorganized with the H&B store. In the domestic cosmetics distribution market, existing brand road shops are decreasing, and multi-shops are leading the H & B stores, which have greatly improved their experience and content. In these environmental changes, the offline distribution channels are turning into the multi-editing shops that have introduced products of various brands and greatly enhanced experiences and contents. Nevertheless, most studies of factors and measurement items for measuring customer experience in the H&B store use Schmitt (1999)'s Strategic Experience Modules (SEMs). Therefore, the purpose of this study is to propose a measure that is practicable through consideration of the in-store customer experience components of the H&B store. Research design, data and methodology: Based on Schmitt's Strategic Experience Modules (SEMs), which are widely used in customer experience marketing, the metric pool was constructed through customer and literature research on H & B store managers. Since then, 101 preliminary surveys and 211 main surveys have been conducted in order to propose a dimension of customer experience and refine the metrics. Results: As a result of the research, H&B store's customer experience was derived from a measurement model consisting of 19 measurement items in total of five dimensions: environmental experience, intellectual experience, behavioral experience, tech experience, and relationship experience. This study analyzed that compared to the existing Schmitt's Strategic Experience Modules (SEMs), (1) emotional experience expanded to environmental experience, (2) Cognitive and relationship experiences are maintained (3) behavioral experience was subdivided into physical and technical experiences. In particular, the environmental experience has been proposed as a major component is an important point because the H&B store recently opened a large flagship store and is competitive in constructing a differentiated space. Conclusions: Related experience was seen as an important component of customer experience in the offline store, but in the process of refining the scale, interaction items with employees of the H&B store were removed, and rather, participation in the APP or SNS channel of the company, event Participation, interaction with other customers, etc. appear to be important, while suggesting the practical implications.
Emotional experience (James, 1884)[1] can affect people's behavior. There are few types of research on VR marketing(Maojun Zhou, Zeru Yan, 2018)[2] design based on emotional experience. This article is based on emotional evaluation theory and empirical research, and the VR marketing case "Buy+" online shopping platform (Wu Yongyi, 2016). It is concluded that there are three levels of emotional experience definition on VR marketing which decompose the features of the VR marketing design of "Buy+ as an online-shop" correspondingly and find out the design features of VR marketing from the perspective of emotional experience. Finally, through the analysis of the questionnaire data, it verified that vividness, functionality and effectiveness could represent the features of VR marketing design. Moreover, it analyzed the correlation among these factors. Vividness and functionality have the closest relationship among them. The definition, the components, and the correlation of the three-layer emotional experience obtained from this research can provide theoretical support and reference for other VR marketing designs.
Purpose - The purpose of this study is to take fitness APP users as the research object from the perspective of user experience to explore the influence of fitness APP user experience factors on product trust and purchase intention. Design/methodology/approach - The study collected data on 275 customers who had experience buying and using fitness apps. To test the hypothesis, SPSS 27.0 and AMOS 26.0 statistical packages were used based on the collected data. Findings - The results showed that the user experience factors (usefulness, ease to use, enjoyment, interaction) of fitness APP and the relationship between product trust had a positive effect, and product trust had a positive effect on purchase intention. In addition, exercise experience, showed a moderating effect in the relationship between the usefulness, easy to use of user experience and product trust. Research implications or Originality - This study provided research model among user experience factors of fitness APP, product trust and purchase intention. This study can help sports and fitness companies with product optimization and marketing decisions.
The Journal of Asian Finance, Economics and Business
/
제9권2호
/
pp.229-242
/
2022
Creating a new retailing environment to meet the seamless experience requirements of consumers is a challenge for Omnichannel-related businesses. Based on the "appraisal-emotion-response" chain, the purpose of this research is to explore the psychological mechanism of omnichannel integration influencing customer retention and the moderating effect of customer showrooming experience. This research uses a structural equation model in partial least square software to analyze a two-stage survey (Study 1: n = 210; Study 2: n = 342) conducted in China. The results show that channel control experience has three dimensions: perceived channel attribute familiarity, channel type matching, and cross-channel access convenience; consistent interactive experience has two dimensions: information cross-channel consistency and cross-channel service support. Furthermore, both channel control experience and consistent interactive experience are favorable for customer retention through increased customer satisfaction (transactional and retailer satisfaction). Finally, customer showrooming experience positively moderates the relationship between consistent interactive experience and customer satisfaction. This research proposes a self-regulation process model to explain how omnichannel integration enhances consumers' experience, finally leading to consumer retention. The findings contribute to the omnichannel retail business literature and provide management implications for Asian retailers to implement an omnichannel business strategy.
Purpose: The study aims to synthesize research trends regarding the distribution of 'other customer perception' on 'brand experience'; concurrently, to identify the promising research directions and suggest useful for managers. Research design, data, and methodology: The paper deals with the distribution of 'other customer perception' on 'brand experience' through evaluating a systematic review combined with biological mapping analysis (VOS viewer) with 226 documents published in 142 journals from 1987 to 2021. Results: The study synthesizes and analyzes existing literature reviews on the distribution of 'other customer perception' on 'brand experience', which mainly highlights three research topic groups. Exploring the component of relationship should be considered in the brand experience scale when the research context is the social interactions surrounding the customer's purchasing process. Moreover, the presence of mindfulness in several publications has suggested a potential research direction in the consumer behavior field. Conclusions: The systematic reports can be a useful reference for managers towards building brand experience based on distribution of 'other customer perception' with moderating of mindfulness - a new finding of behavioral interaction that has just experienced the Covid-19 pandemic which is experienced directly at the store and lead to many changes in consumer psychology.
With the gradual in-depth use of social elements, music social networking has attracted more and more attention and discussion in the industry. Therefore, starting from the user experience theory and purchase intention theory, this paper explores the mechanism of user social experience and purchase intention in mobile music applications, and adds the mediating role of brand attachment on the basis of literature research. Based on previous studies on user experience measurement of social network and evaluation report of mobile music applications in the industry, and combined with in-depth interviews of users, whether the user experience of mobile music applications, which pays more and more attention to social elements, has an impact on purchase intention or not? What specific social experience can help form purchase intention? Are mediating variables at work? In practice, a total of 398 formal questionnaires were collected to obtain first-hand data. Later, reliability analysis, factor analysis and structural equation model test were carried out successively to verify the hypothesis. According to the results of empirical research, firstly, content experience, atmosphere experience and interactive experience in users' social experience of mobile music applications have a significant impact on brand attachment, secondly, atmosphere experience has a significant impact on purchase intention, and thirdly, brand attachment has a significant impact on users' purchase intention. Fourthly, brand attachment plays an intermediary role in the relationship between users' atmosphere experience and content experience and purchase intention. Based on the above research conclusions, the author puts forward corresponding marketing strategy Suggestions, which have certain guiding significance for mobile music applications to improve users' purchase intention, and have certain reference significance for the development of mobile music applications and the expansion of business model.
Purpose: This study aims to verify whether avatars that embody different brand concepts offer different experiences to users. Furthermore, this study explores the relationship between user identification with avatars and their actual brand purchase intentions. Research design, data and methodology: The research design employed a between-subjects approach, with two independent variables: brand concept and avatar. The measured dependent variables were brand experience in extended reality (XR) and purchase intention. Additionally, brand attitude served as a control variable. Results: First, in virtual brand spaces with symbolic benefits, ideal avatars were found to elicit higher levels of brand experience than actual avatars. Specifically, participants reported elevated levels of entertainment and relational assembly experiences in symbolic brand spaces. Second, this research reveals that the relationship between users' identification with avatars and their intention to make actual brand purchases is mediated by brand experience in XR. Conclusions: The findings suggest that ideal avatars evoke higher levels of brand experience within symbolic brand spaces, particularly in entertainment, relational connection, and a sense of community. Furthermore, this study establishes the role of brand experience in XR as a mediator between avatar identification and purchase intentions.
Purpose: This study aims at understanding the impacts of three omnichannel attributes (channel transparency, channel uniformity, channel convenience) and four customer perceptions (perceived innovativeness, perceived personalization, perceived risk, perceived credibility) on customer experience and channel selection decision. Research design and methodology: A quantitative online survey with 356 shoppers was executed. The partial least squares linear structural model (PLS-SEM) and Smart PLS were adopted to analyze the collected data and test the proposed hypotheses. Results: The research findings indicate four dominant results: (i) The customers' channel selection is directly determined by customer experience; perceived innovativeness; perceived personalization; perceived risk; and perceived credibility; and (ii) among these, the perceived risk shows negative impact on the customer's experience and customers' channel selection whereas others reveal the positive status; (iii) The customer experience represents the most decisive impact on the channel selection, then perceived personalization, perceived credibility, perceived innovativeness, and perceived risk. (iv) Three proposed channel attributes (transparency, uniformity, convenience) significantly influence the overall customer experience. Conclusions: This research adds to the body of knowledge in omnichannel retailing, customer experience, and customer channel selection. Furthermore, this research provides omnichannel retailers with practical implications for improving customer channel selection.
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