• Journal of Distribution Science
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• v.16 no.8
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• pp.69-77
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• 2018

Purpose - With growing competition in the service distribution industry, the importance of managing customer complaints has increased. If firms handle customer complaints effectively, they can strengthen customer loyalty and repurchase intention. Many studies have focused on customers expressing complaints, yet research on silent customers is scant. This study focuses on two types of complainers and non-complainers. In other words, this study is to examine the value of voice complaint intention and no-action intention. This study also investigates how perceptual and relational factors affect complaint intention. Research design, data, and methodology - This study was carried out using the survey with undergraduate students who have faced a service failure in a retail store(fast foods, electronics, apparel). And if such complaint were to occur again, respondents were asked about any possible action they would take. 300 questionnaires were distributed and a total of 279 respondents provided complete and usable data. The sample consisted of 158 males(56.6%) and 121 females(43.4%). The structural equation modeling analysis was used for the hypothesis test. Results - The results are as follows. First, attitude toward complaining, likelihood of successful complaint, and ease of complaint were positively related to voice complaint intention. Second, attitude toward complaining, likelihood of successful complaint, and ease of complaint were negatively related to no-action intention. Third, commitment was positively related to voice complaint intention but didn't have a significant negative impact on no action. Forth, voice complaint behavior reduced switching intention and no-action intention enhanced switching intention. Conclusions - The findings of this study confirm the value of complaint behavior and show voice complaint intention and no-action intention should be managed differently. Voice complaint intention is evaluated positively because it reflects customers' concerns about the company, while no-action intention is evaluated negatively. Attitude toward complaing is the most effective in increasing voice complaint intention and likelihood of successful complaint is a major factor in reducing no-action intention. Also, in explaining switching intention, voice complaint intention plays a more important role than no-action intention.

• Journal of the Korea Society of Computer and Information
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• v.20 no.7
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• pp.65-76
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• 2015

This study investigates predictors of continuance intention and purchase intention in mobile application(App) stores. This study identifies the structural relationships among app store quality, user habit, switching costs, user loyalty, continuance intention, and purchase intention in mobile application stores. The results indicate that user loyalty increases continuance intention and purchase intention and that user habit positively affects perceived switching costs and user loyalty. App store quality is a formative construct including quality of content, ease of use, and security. App store quality affects user habit positively. This study theoretically and practically contributes to the integration of influential factors for continuance intention as well as purchase intention.

• The Research Journal of the Costume Culture
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• v.21 no.4
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• pp.478-493
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• 2013

The purpose of this study is to examine the online WOM effect of blog review depending on brand awareness and message direction. The theory of planned behavior was applied to understand online WOM acceptance. A survey was conducted targeting female in 20s and 30s and 312 questionnaires were used for analysis. Frequency analysis, reliability analysis, t-test, and regression analysis were conducted using SPSS ver. 18.0. The results are as follows. First, purchase intention and online re-WOM intention are higher when brand awareness is higher. Second, subjective norm, perceived behavioral control, WOM acceptance intention, purchase intention and off-line re-WOM intention show higher values when negative information is afforded. Third, in type 1 (high brand awareness/positive message) and type 3 (low brand awareness/positive message), attitude, subjective norm and perceived behavioral control have a positive effect on WOM acceptance intention. In type 2 (high brand awareness/negative message), subjective norm and attitude have a positive effect on WOM acceptance intention. In type 4 (low brand awareness/negative message), subjective norm and perceived behavioral control have a positive effect on WOM acceptance intention. Forth, in type 1 and type 3, WOM acceptance intention has a positive effect on purchase intention, offline re-WOM intention and online re-WOM intention. In type 2 and type 4, WOM acceptance intention has a negative effect on purchase intention, and a positive effect on offline re-WOM intention. The results show that blog review has ripple effect on consumer behavior by affecting purchase intention and offline re-WOM intention.

• East Asian Journal of Business Economics (EAJBE)
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• v.4 no.2
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• pp.48-60
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• 2016

This study analyzes what effects does restaurant's well-being attribute selection have on word-of-mouth intention. Based on the result, this study aims to provide basic data for establishing Korean restaurant's service strategy and marketing strategy. The researchers surveyed 350 customers who visited a Korean restaurant located in Kangbook, Seoul. We encoded gathered data and analyzed them using SPSS 17.0 statistics package program. Following are the analyzed results. First, under hypothesis 1 - Korean restaurant's well-being attribute selection will have a positive influence on re-visitation intention - it is shown that sufficiency, healthiness, and steadiness have similar influence on re-visitation intention. Second, under hypothesis 2 - Korean restaurant's well-being attribute selection will have a positive influence on word-of-mouth intention - it is shown that sufficiency, healthiness, environment, and steadiness have similar influence on word -of-mouth intention. Third, under hypothesis 3 - Korean restaurant's re-visitation intention will have a positive influence on word -of-mouth intention - it is considered that eliciting customer's re-visitation intention also has influence on word-of-mouth intention. We will be necessary to consult how to derive customer's re-visitation intention or word-of-mouth intention by considering factors which customers of traditional Korean restaurant value.

• Journal of the Korean Society of Food Culture
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• v.29 no.6
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• pp.549-556
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• 2014

This study aimed to determine consumer satisfaction according to selection attributes of specialized coffee shops and also understand the effects of consumer satisfaction on recommendation intention and revisit intention. Through positive analysis, the study produced the following results. In the factor analysis of selection attributes of specialized coffee shops, there were six factors: 'quality', 'brand image', 'economic feasibility', 'menu diversity', 'the atmosphere and convenience of the shop', and 'service'. Among these factors, 'brand image', 'economic feasibility', and 'menu diversity' were found to exert a significant influence on consumer satisfaction. Second, consumer satisfaction had a significant influence on recommendation intention and revisit intention. Third, consumer intention to revisit specialized coffee shops showed a significant influence on recommendation intention.

• International Journal of Internet, Broadcasting and Communication
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• v.14 no.3
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• pp.205-212
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• 2022

The purpose of this study is to investigate the structural relationship between the viewing motivation, viewing commitment, re-audience intention, and game use intention of e-sports competition broadcast viewers. According to the purpose of the study, an online survey was conducted on 300 college students with experience watching broadcasting of e-sports competitions. After excluding inappropriate data from 8 out of 300 people, 292 people's data were used for final data processing. For data processing, the validity and reliability were verified using SPSS 26 and AMOS 23, and then the research hypothesis was verified. We has the results were shown as follows. First, it was found that entertainment, social intercourse and vicarious satisfaction had a positive effect on viewing commitment, but information has not significantly effect on viewing commitment. Second, it was found that viewing commitment had a positive effect on reviewing intention and game use intention. Third, it was found that reviewing intention had a positive effect on game use intention.

• The Journal of Economics, Marketing and Management
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• v.11 no.3
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• pp.67-79
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• 2023

Purpose: This study examines the relationship between content characteristics and customer viewing and purchase intention in live-streaming commerce. Research design, data, and methodology: For this purpose, seven independent factors such as entertainment, artistry, storytelling, informativity, interactivity, reliability, and technicality are extracted based on previous literature. The viewing intention and purchase intention are adopted as dependent factors. The role of 'immersion' is investigated as a mediating factor between the independent and dependent factors. Results: The results showed that entertainment, artistry, technicality, and reliability significantly affected immersion, and immersion affected viewing intention and purchase intention. Immersion was found to play a mediating role between content characteristics and consumer viewing and purchase intention. Conclusions: The results indicate that the content characteristics not only attract customers but also affect their immersion, viewing intention, and purchase intention directly or indirectly in the live-streaming commerce sector.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.7
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• pp.787-800
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• 2011

This study investigated service recovery justice perception, purchase satisfaction, positive word-of- mouth (WOM) intention, and repurchase intention of fashion consumers according to the types of internet shopping malls. A survey was conducted from December 20 in 2010 to January 28 in 2011, and 324 respondents who had complaint with internet shopping malls were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis. The results of this study were as follows. First, in case of integrated internet shopping malls, the procedure justice influenced the purchase satisfaction and the interaction justice influenced the positive WOM intention. In addition, the distribution justice influenced the repurchase intention of fashion consumers. In the case of an open market, the interaction justice influenced the purchase satisfaction and the distribution justice influenced the positive WOM intention. In case of specialized internet shopping malls, the distribution justice influenced the purchase satisfaction and the interaction justice influenced the repurchase intention. Second, there was a difference in the procedure justice, positive WOM intention, and repurchase intention according to gender.

• Journal of the Korean Society of Clothing and Textiles
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• v.22 no.5
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• pp.617-627
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• 1998

In marketing reserach, the ultimate goal is to increase predictability of consumer's purchse behavior. However, most of the marketing researchers measure purchase intention rather than behavior assuming that the consumer's purchase behaviors will coincide with their intentions. Lately, there have been many arguments whether purchase intention is meaningful as a determinant or a predictor for purchase behavior. Additionally, many studies reported substantial variations among the 'product categories. The purpose of this study was to find out the relationship between consumer's purchase intention and purchase behavior of apparel products. Two research questions were set up. One was to find out the relationship between the intention and behavior, and the other was to find out the factors affecting the relationship. It was found out that mere intention could neither explain nor predict behavior, and that the factors affecting intenting intention- behavior inconsistency had to be submitted for explanation and prediction. These factors could explain inconsistency between the intention and the behavior. Regression equations in the past researches explained aggregate results, but coludn't explain each consumer's intention-behavior inconsistency. The integration of the specific intention and the affecting factors can increase predictability of each consumer's purchase behavior.

• Journal of the Korea Fashion and Costume Design Association
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• v.14 no.4
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• pp.43-61
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• 2012

This research aims to examine the impact of store personality and service quality on the customers' intention of revisiting the department store and their intention of recommendation to others. The participants were women in their 20s to 50s with experiences of purchasing apparel from major department stores. A total of 324 survey responses were used for the final analysis. The data were analyzed using factors analysis, reliability analysis, and multiple regression analysis with PASW 18.0. The results were as follows. First, the department store personality was composed of 3 factors; prestige, passion, sincerity. Service quality factors were defined as tangibility, responsiveness, and empathy. Second, the three dimensions of brand personality-prestige, passion and sincerity turned out to be influential factors affecting the customers' revisiting intention and recommendation intention. Also, tangibility and responsiveness of service quality factors had a significant influence on their revisiting intention, whereas tangibility, responsiveness and empathy factors had a significant influence on their recommendation intention. Third, the sub-dimensions of store personality and service quality had a different influence on the customers' revisiting intention and recommendation intention according to the department store brand.