• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.10a
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• pp.310-313
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• 2000

This paper develops a model of customer satisfaction in the mobile telecommunication services. We examine the relationships among customers'overall satisfaction and underlying dimensions； perceived service quality, service value, and brand image. Variables related to customer satisfaction and dissatisfaction are derived from customer critical incidence survey. The model is estimated with multi-variate data analysis. Results indicate that the (1) technical service quality is the main driver of customer overall satisfaction, (2) some peripheral services are rapidly evolving into the core services of mobile telecommunications, and (3) the current policy of service providers does not focus on customer satisfaction but on establishing churning barrier by increasing switching costs.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.1
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• pp.29-39
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• 2003

The purpose of this study was to investigate the effects of service quality of apparel stores, evaluative criteria and clothing involvement on the consumer satisfaction. Data were collected from 481 women consumers living in Busan and analysed by frequency analysis, factor analysis, Cronbach's , cluster analysis, t-test and discriminant analysis. The results showed that consumers who highly involved symbolism of apparel were more influenced by salesperson service and store atmosphere, and were more effected by prestige/brand royalty of apparel than those who highly involved pleasure of apparel. Those who had high scores in symbolism involvement were more satisfied with consumer satisfaction in apparel buying behaviors than those who highly involved pleasure of apparel. The service quality was the influenced variable on consumer satisfaction related to apparel products than the others. Especially, salesperson service and store atmosphere in service quality were important to the satisfaction perceived by consumers in apparel buying process.

• Management & Information Systems Review
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• v.28 no.2
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• pp.69-94
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• 2009

As the internet environment develops, internet has already been being established as important tool of business marketing and branding. The goal of this study is in search for internet brand community quality characteristics, testing an effect of internet brand community quality on usage intention of community user. Data has been collected from 294 respondents during september of 2006. The questionnaire method was adopted to collect the data for this study. The research was conducted by using SPSS 12.0 and AMOS 5.0. It was found that as follows; First, Internet brand communities are characterized by system quality, service quality, and information quality which are also the traits of free contents in ordinary websites and on-line community site. Second, Traits of Internet brand community were related positively to perceived ease of use, usefulness, flow and social interaction of internet brand community user. Third, the factor that affects internet brand community usage intention was perceived ease of use, usefulness, flow, enjoyment and social interaction. Based on the results, the study offers marketing strategic implications for internet brand community site provider.

• Asia Marketing Journal
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• v.14 no.2
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• pp.209-237
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• 2012

1. Research Purpose Consumers rely on various clues to evaluate their decision to patronize a retail store, and store brand is one of them (Dodds 1991; Grewal et al. 1998). As consumers find ever increasing variety of contact points connecting them to specific store, the value of experiential shopping as a means of increasing store's brand equity warrants greater attention from scholars of retail management. Retail shopping values are credited for creating not only cognitive experiences like brand knowledge but also emotional experiences such as shopping pleasure and pride (Schmitt 1999). This may be because today's consumers place emphasis on emotional values associated with shopping pleasure, lifestyle brought to life, brand relationship, and store atmosphere more than utilitarian values such as product quality and price. Many previous literature found this to be true (Ahn and Lee 2011; Mathwick et al. 2001). This brings forth important research issues and questions regarding the roles of shopping experiential values and brand equity with regard to consumer's retail patronage choice. However, despite this importance, research on this area remains quite inadequate (Hwang 2010). For this reason, this study aims to verify the relationships among experiential shopping values, retail store brand equity and tries to link that with customer loyalty by surveying large-scale discount store shoppers in Korea and China. 2. Research Contents In order to carry out the research objective, this study conducted comprehensive literature survey on previous literature by discussing major findings and implications with regard to shopping values and retail brand equity and store loyalty. For data collection, researcher employed survey-based research method where data were collected in two major cities of Korea (Seoul) and China (Bejing) and sampling frame was based on patrons of large discount stores in both countries. Specific research questions raised in this study are as follows; RQ1: How do Korean and Chinese consumers differently perceive of shopping values regarding shopping at large-sclae discount stores? RQ2: Are there differences in consumers' emotional consumption propensities? RQ3: Do Korean and Chinese consumers display different perceptions of brand equity towards large-scale discount stores? RQ4: Are there differences in relationships between shopping values and brand equity for Korean and Chinese consumers? For statistical analysis, SPSS17.0, AMOS17.0 and SmartPLS were employed. 3. Research Results The data collected through face-to-face survey conducted in Seoul and Bejing revealed appropriate data validity and reliability as a result of exploratory/confirmatory factor analysis and reliability tests, andh SEM model yielding satisfactory model fitness. The result of the study may be summarized by three main points. First, as a result of testing differences in consumption dispositions, Chinese consumers showed higher scores in aesthetic and symbolic dispositions, whereas Korean consumers scored higher in hedonic disposition. Second, testing on perceptions toward brand equity of large discount stores showed that Korean consumers exhibited more positive perceptions of brand awareness and brand image than Chinese counterparts. Third, the result of exploratory factor analysis on the experiential shopping values revealed different factors for each country. On Korean side, consumer interest value, aesthetic value, and hedonic value were prominent, whereas on Chinese side, hedonic value, aesthetic value, consumer interest value, and service excellence value were found salient. 4. Research Implications While many previous studies on inter-country differences in retailing area mainly focused on cultural dispositions or orientations to explain the differences, this study sets itself apart by specifically targeting individual consumer's shopping values from an experiential viewpoint. The study result provides important theoretical as well as practical implications for large-scale discount store, especially the impotance of fully exploring the linkage between shopping values and brand equity, which has significant influence on loyalty. Therefore, the specific implications deriving from the result shed some important insights upon the consumption values based on shopping experiences and brand equity. The differences found in store shoppers between the two countries may also provide useful insights for Korean and Chinese retailers who plan to expand their operations globally. Related strategic implications derived from this study is the importance of localizing retail strategy which is based on the differences found in experiential shopping values between the two country groups. Especially the finding that Chinese consumers value consumer interest and service excellence, whereas Koreans place importance on hedonic or aesthetic values indicates the need to differentiate the consumer's psychographical profiles when it comes to expanding retail operations globally. Particularly important will be to pursue price-orienated strategy in China in consideration of the high emphasis on consumer interests and service excellence, but to emphasize the symbolic aspects of brand equity in Korea by maximizing the brand equity associated with aesthetic values and hedonic orientations. 5. Recommendations This study focused on generic retail branded discount stores in both countries, thus making it difficult to tease out store-specific strategies based on specific retail brands. Future studies may benefit fro employing actual brand names in survey questionnaire to verify relationship between shopping values and brand-based store strategy. As with other studies of this nature, this study needs to strengthen the result's generalizability by selecting respondents from a wider spectrum of respondents.

• Journal of Global Scholars of Marketing Science
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• v.19 no.3
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• pp.17-27
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• 2009

Price promotion typically reduces the price for a given quantity or increases the quantity available at the same price, thereby enhancing value and creating an economic incentive to purchase. It often is used to encourage product or service trial among nonusers of products or services. Thus, it is important to understand the effects of price promotions on quality perception made by consumer who do not have prior experience with the promoted brand. However, if consumers associate a price promotion itself with inferior brand quality, the promotion may not achieve the sales increase the economic incentives otherwise might have produced. More specifically, low qualitative perception through price promotion will undercut the economic and psychological incentives and reduce the likelihood of purchase. Thus, it is important for marketers to understand how price promotional informations about a brand have impact on consumer's unfavorable quality perception of the brand. Previous literatures on the effects of price promotions on quality perception reveal inconsistent explanations. Some focused on the unfavorable effect of price promotion on consumer's perception. But others showed that price promotions didn't raise unfavorable perception on the brand. Prior researches found these inconsistent results related to the timing of the price promotion's exposure and quality evaluation relative to trial. And, whether the consumer has been experienced with the product promotions in the past or not may moderate the effects. A few studies considered differences among product categories as fundamental factors. The purpose of this research is to investigate the effect of price promotional informations on consumer's unfavorable quality perception under the different conditions. The author controlled the timing of the promotional exposure and varied past promotional patterns and information presenting patterns. Unlike previous researches, the author examined the effects of price promotions setting limit to pretrial situation by controlling potentially moderating effects of prior personal experience with the brand. This manipulations enable to resolve possible controversies in relation to this issue. And this manipulation is meaningful for the work sector. Price promotion is not only used to target existing consumers but also to encourage product or service trial among nonusers of products or services. Thus, it is important for marketers to understand how price promotional informations about a brand have impact on consumer's unfavorable quality perception of the brand. If consumers associate a price promotion itself with inferior quality about unused brand, the promotion may not achieve the sales increase the economic incentives otherwise might have produced. In addition, if the price promotion ends, the consumer that have purchased that certain brand will likely to display sharply decreased repurchasing behavior. Through a literature review, hypothesis 1 was set as follows to investigate the adjustive effect of past price promotion on quality perception made by consumers; The influence that price promotion of unused brand have on quality perception made by consumers will be adjusted by past price promotion activity of the brand. In other words, a price promotion of an unused brand that have not done a price promotion in the past will have a unfavorable effect on quality perception made by consumer. Hypothesis 2-1 was set as follows : When an unused brand undertakes price promotion for the first time, the information presenting pattern of price promotion will have an effect on the consumer's attribution for the cause of the price promotion. Hypothesis 2-2 was set as follows : The more consumer dispositionally attribute the cause of price promotion, the more unfavorable the quality perception made by consumer will be. Through test 1, the subjects were given a brief explanation of the product and the brand before they were provided with a $2{\times}2$ factorial design that has 4 patterns of price promotion (presence or absence of past price promotion * presence or absence of current price promotion) and the explanation describing the price promotion pattern of each cell. Then the perceived quality of imaginary brand WAVEX was evaluated in the scale of 7. The reason tennis racket was chosen is because the selected product group must have had almost no past price promotions to eliminate the influence of average frequency of promotion on the value of price promotional information as Raghubir and Corfman (1999) pointed out. Test 2 was also carried out on students of the same management faculty of test 1 with tennis racket as the product group. As with test 1, subjects with average familiarity for the product group and low familiarity for the brand was selected. Each subjects were assigned to one of the two cells representing two different information presenting patterns of price promotion of WAVEX (case where the reason behind price promotion was provided/case where the reason behind price promotion was not provided). Subjects looked at each promotional information before evaluating the perceived quality of the brand WAVEX in the scale of 7. The effect of price promotion for unfamiliar pretrial brand on consumer's perceived quality was proved to be moderated with the presence or absence of past price promotion. The consistency with past promotional behavior is important variable that makes unfavorable effect on brand evaluations get worse. If the price promotion for the brand has never been carried out before, price promotion activity may have more unfavorable effects on consumer's quality perception. Second, when the price promotion of unfamiliar pretrial brand was executed for the first time, presenting method of informations has impact on consumer's attribution for the cause of firm's promotion. And the unfavorable effect of quality perception is higher when the consumer does dispositional attribution comparing with situational attribution. Unlike the previous studies where the main focus was the absence or presence of favorable or unfavorable motivation from situational/dispositional attribution, the focus of this study was exaus ing the fact that a situational attribution can be inferred even if the consumer employs a dispositional attribution on the price promotional behavior, if the company provides a persuasive reason. Such approach, in academic perspectih sis a large significance in that it explained the anchoring and adjng ch approcedures by applying it to a non-mathematical problem unlike the previous studies where it wis ionaly explained by applying it to a mathematical problem. In other wordn, there is a highrspedency tmatispositionally attribute other's behaviors according to the fuedach aal attribution errors and when this is applied to the situation of price promotions, we can infer that consumers are likely tmatispositionally attribute the company's price promotion behaviors. Ha ever, even ueder these circumstances, the company can adjng the consumer's anchoring tmareduce the po wibiliute thdispositional attribution. Furthermore, unlike majority of previous researches on short/long-term effects of price promotion that only considered the effect of price promotions on consumer's purchasing behaviors, this research measured the effect on perceived quality, one of man elements that affects the purchasing behavior of consumers. These results carry useful implications for the work sector. A guideline of effectively providing promotional informations for a new brand can be suggested through the outcomes of this research. If the brand is to avoid false implications such as inferior quality while implementing a price promotion strategy, it must provide a clear and acceptable reasons behind the promotion. Especially it is more important for the company with no past price promotion to provide a clear reason. An inconsistent behavior can be the cause of consumer's distrust and anxiety. This is also one of the most important factor of risk of endless price wars. Price promotions without prior notice can buy doubt from consumers not market share.

• Fashion & Textile Research Journal
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• v.16 no.6
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• pp.908-920
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• 2014

As social networking service (SNS) users' needs and wants have become more diverse, SNS is designed to provide various services and functions. As a result, an image based SNS with the purpose of sharing various interests has emerged. More and more fashion companies are using image based SNS to use it as a medium to better communicate with their customers. This study investigates the effect of usage motivation of image based SNS with the emotion of pleasure as the mediator and its impact towards flow and brand attitude. In order to verify the research model and to test the proposed hypotheses, we conducted a pilot test on 8 image based SNS heavy users, and followed through with 215 questionnaires which were collected via online survey. The results of this study are as follows. Each usage motivation of image based SNS had significant effect on each pleasure. The visual impact had a positive effect on sensory pleasure and the common interest significantly influenced on user's affective preference. Curating, simplicity and interconnecting had a positive effect on cognitive pleasure. Affective and cognitive pleasures except sensory pleasure positively impacted the user on flow. The cognitive pleasure had a positive effect on the brand attitude. Lastly, flow had a positive effect on the brand attitude. This study is the foundation of the image based SNS academically in the new media research. Furthermore, it suggests managerial implications of a company to provide effective marketing strategy to make the best use of image based SNS.

• Journal of Korean Society of Archives and Records Management
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• v.17 no.1
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• pp.245-273
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• 2017

To complement the limitations of the public relations method performed currently in archives and serve various users, a new approach to public relations are needed. Recently, as the size of the webtoon market has expanded, public relations using webtoons continues to heighten in enterprises and public institutions. Therefore, this study proposed a method for public relations using brand webtoon as a means of promoting the archives. This study was focused on the National Archives of Korea. Thus, based on the analysis of roles, service, contents, and users of the National Archives of Korea, this study suggested production plans to increase the promotional effect in brand webtoons and strategies such as viral marketing, the brand story strategy, and the one-source, multi-use (OSMU) strategy.

• Journal of Fashion Business
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• v.21 no.1
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• pp.88-98
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• 2017

This study intended to investigate correlations between the consumption tendency, determination factors of the distribution of Korean cosmetics, and purchasing patterns of Korean cosmetics. This study investigated characteristics and differences between each factor by analyzing consumption tendency, determination factors of distribution channels, and purchasing patterns of Korean cosmetics of adult women in their 20 ~ 50s who have used Korean cosmetics and reside in Beijing, China. It also, investigated the effect of the shopping propensity of consumers on determination factors of the distribution channels and purchasing patterns of Korean cosmetics. According to the results of our investigation, it was identified that 'pleasure-seeking tendency' and 'brand-seeking tendency' have postive effects on 'service', and 'pleasure-seeking tendency', 'brand-seeking tendency', and 'rational purchasing propensity' have positive effects on 'professionalism'. In regards to the effect of shopping propensity on purchasing patterns of Korean cosmetics, it was identified that 'brand-seeking tendency' has a positive effect on 'planned purchasing behavior', 'brand reputation seeking behavior', and 'dedicated purchasing behavior'. It was verified that 'rational purchasing propensity' has positive effect on 'planned purchasing behavior', 'pleasure-seeking tendency' and 'trend-seeking tendency' on 'brand reputation seeking behavior', and 'trend-seeking tendency' on 'dedicated purchasing behavior'. This study is expected to provide basic data for Korean cosmetics brands to use for improving the marketing of products entering the Chinese market by using appropriate distribution channels. These channels are determined through identifying the correlation of each factor consumption tendency of Chinese women, determination factors of the distribution channels Korean cosmetics, and purchasing patterns of Korean cosmetics.

• Journal of Distribution Science
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• v.16 no.10
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• pp.39-46
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• 2018

Purpose - this research is to examine the relationship between Franchise's experiential value, lovemarks, respectful recognition, and brand loyalty focusing on the control variables. Control variables such as age, occupation, education, monthly income, and kinds of restaurant are included to measure influence on these as well. Research, design, data, and methodology - 500 questionnaires were distributed from June 10th to July 10th, 2017. 225 respondents were totally included in this analysis using SPSS and AMOS program. In order to test hypothesis, factor analysis and reliability verification firstly were employed, and then covariance structure analysis was used. Results - Empirical results are as followed. First, it can be mentioned that the esthetics of dessert cafe is analyzed to have a positive effect on the perception of love and respectful perception. Second, playfulness has a positive effect on perception of love. Third, respect perception has a positive effect on brand loyalty. When variables such as age, occupation, education, monthly income, and restaurant type were used as control variables, only monthly income had a significant effect on respect recognition. This shows that the control variable has a significant effect on the causal relationship of the variables. Conclusions - In summary, it can be stated that it is necessary for marketers to establish marketing strategies in order to boost customers' experiential value such as esthetics of franchise and also to strengthen lovemarks for respectful recognition and brand loyalty.

• The Journal of the Korea Contents Association
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• v.12 no.9
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• pp.182-193
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• 2012

Recent growth of ring-tone and ring-back-tone download market as the derived market of cellular phone yields the new trend in music consumption from listening to display. This means that consumer purchase the ring-tone and RBT not for his appreciation but for counterpart's consumption, in a word, conspicuous consumption. Study aims at questions on whether cellular phone user can perceive the ring-tone and RBT's brand personality and how they express their self-image via ring-tone and RBT. Survey was administered for 196 college students who is dominant purchase group of market segment. Hypotheses are such as : congruity of self image and brand personality of ring-tone and RBT. Through the T-test, findings said that user's extrovert self image are not led to ring-tone's extrovert brand personality and user's introvert self image are not led to introvert ring-tone's brand personality of ringtone. same result was applicable to RTB. Cellular phone user's purchase behavior are different from those of product and service.