Exploring Relationship Among Customer Dissatisfaction, Complaints, And Loyalty In The Virtualized Environment: Roles Of Advanced Services

Various studies support how satisfied customers become loyal customers by investigating attitudes and behavior, while fewer studies have examined links among dissatisfaction, complaints, and loyalty, particularly in the virtualized environment. By applying justice dimension, the purpose of this study is to explore i) how different types of justice affect customer dissatisfaction; ii) how the level of customer dissatisfaction affects willingness to complain/complaining behavior; iii) how willingness to complain/complaining behavior affects repeat purchase behavior based on how complaints are resolved by a company; and iv) how repeat purchase behavior affects loyalty. Proposed relationships are investigated with effects of advanced services (i.e., 2Is, Interactivity and Individualization) and product category that are applied in the virtualized environment. By applying various statistical analyses, this study provides managerial and theoretical implications and offers suggestions to e-businesses

Assessing Customers Attitudes/Expectations Toward Online Grocery Businesses

Customer attitudes toward online purchasing behavior have relied on various factors, such as product category, price, and brand name awareness of the store. Customer attitudes toward online shopping are also greatly affected by the inherent limitation of virtual shopping: quality is not easily judged on the Web, particularly for products which the Web cannot deliver sensory experiences. The purpose of this study is to examine customer attitudes toward an online store that sells “look-and-feel” products with various qualities[1] that appear to grow and receive increased attention. In particular, the author investigated i) the factors affecting customer attitudes toward the online grocery store; ii) how those factors affected the perceived ease of use (EOU) and usefulness (U); and iii) the effects of the perceived ease of use (EOU) and usefulness (U) on overall expected customer satisfaction toward the online grocery store. Surveys were conducted and the major findings suggest that customers’ purchase decisions in the electronic marketplace are affected by how online stores apply strategies to maximize customer satisfaction. Furthermore, this study provides managerial implications and offers suggestions for e-businesses.

Effects Of Social Networking Sites (SNSs) On Hyper Media Computer Mediated Environments (HCMEs)

Social Networking Sites (SNSs) are known as tools to interact and build relationships between users/customers in Hyper Media Computer Mediated Environments (HCMEs). This study explored how social networking sites play a significant role in communication between users. While numerous researchers examined the effectiveness of social networking websites, few studies investigated which factors affected customers’ attitudes and behavior toward social networking sites. In this paper, the authors investigated what factors affected overall attitudes toward social networking sites and user satisfaction. This study found that users’ attitudes toward social networking sites significantly affected their e-satisfaction. The findings of the study will contribute to the development of the satisfaction theories by applying them to users’ attitudes toward social networking systems. Further, the study provides implications and offers suggestions to e-businesses dealing with social networking systems

Assessing User Attitudes Toward Mobile Commerce In The U.S. Vs. Korea: Implications For M-Commerce CRM

Mobile Commerce (m-commerce) relies on “customer or user interactions” via a mobile device and telecommunications infrastructure for the purpose of interacting, advertising, promoting, and selling products and services. The author of this study explored user attitudes and behavior toward m-commerce in the U.S. vs. Korea. In this paper, the author investigated comparison analysis for the U.S. vs. Korea for the following issues: 1) the factors affecting user attitudes toward mobile phone business; 2) how those factors affect perceived ease of use (EOU) and usefulness (U); 3) the effects of perceived ease of use (EOU) and usefulness (U) on overall attitudes toward the mobile phone business; and 4) how overall attitudes toward mobile phone business affect user/customer satisfaction. Surveys were conducted in two countries and the results reveal the different aspects affecting mobile phone usage in the U.S. vs. Korea. This study also found that user attitudes toward the mobile phone business significantly impact the level of m-satisfaction. Furthermore, this study provides managerial implications and offers suggestions to m-businesses

Measuring Customer Attitudes Toward Single Vs. Hybrid Retail Formats: Impact Of Gender And Brand Name Familiarity

Numerous researchers have focused on the issues of online businesses, but not many studies have addressed the issues of catalogue business expansion to online business. This study raises questions that customer attitudes toward those companies offering a combination of catalogue and e-business differ from those offering catalogue or e-business only. A statistical report (www.thestandard.com 2002) shows that the profitability of catalogue business with online is about 79% in 2002, while the profitability of pure e-business is about 36%. In addition, this study explores variables, such as gender and brand name impact, and also consumer satisfaction, factors that are highly related to the customers’ willingness to purchase. Experiments with survey methods have been applied to analyze these research issues. The major findings provide implications and offer suggestions to various retail formats, such as catalogue business, e-business, and e-business including catalogue sales

Assessing Customer Satisfaction And Acceptance On Perishable Goods In The Telepresent Environments

Customer satisfaction and willingness to purchase a product in the telepresent environment varies based on how attributes of the products are easily determined. Considering the impact of the telepresent, this study explored factors that affect customer satisfaction and willingness to adopt perishable goods. This study also considered customer satisfaction and willingness to purchase products based on their previous experiences with online or other interactive home shopping wherein they encountered limitations in delivery of certain features or product attributes. The purpose of this study is to examine factors that affect customer satisfaction and willingness to purchase perishable goods in the online environment and how experiences with sensory goods (besides perishable goods) from online and other interactive home shopping channels affect satisfaction and willingness to purchase perishable goods. Surveys were conducted and statistical analyses, such as factor, regression, ANOVA, and ANCOVA, were applied to investigate the findings. Further, this study provides managerial and theoretical implications and offers suggestions for e-businesses

How The Media Is A Significant Promotional Tool To Deliver Marketing Messages To Audiences?

Previous studies (e.g., Desai and Basuroy 2005) have frequently examined the influence of media such as film and soap operas on the marketing and tourism industry and also with various audience characteristics (Kwak, Zinkhan, and Dominick 2002). This study explores 1) what factors affect U.S. audiences’ preferences toward Asian Soap Operas; 2) how U.S. audiences perceive products/services that are shown on Asian Soap Operas; 3) how such attitudes affect actual behavior; and 4) how such attitudes affect their willingness to travel to a country shown in the soap opera. This study also investigates whether such factors as cultural impact, image of the country, preferences of actors and actresses affect ease of use and usefulness of a product and how ease of viewing and usefulness affect attitudes toward overall satisfaction. This study collected surveys in the U.S. and various statistical analyses, such as factor analysis, regression analysis, and ANOVA are applied. The findings of the study will contribute to the development of the use and gratification theory by applying it to the audiences’ attitudes toward Asian Soap Operas. Further, this study provides implications and offers suggestions to Asian Soap Operas in the U.S. market

Impact Of Retirement System On Job Satisfaction And Loyalty: A Case Of The Salary Peak System

The salary peak system, developed as a replacement for the early retirement system, provides properties such as extension of the retirement age, decreased salary, and/or changes of job position. The purpose of this study is to explore the perceived attitudes toward the salary peak system, as well as job performance, satisfaction, and loyalty. In particular, this study investigates i) the effects of monetary variables (e.g., salary, incentive, pension); ii) the effects of the non-monetary variables (e.g., word of mouth, position, perceived job importance, organizational commitment); iii) the effects of overall attitudes on job performance; iv) the effects of job performance on satisfaction; and v) effects of satisfaction on loyalty. This study applied various theories and models to explain job performance, satisfaction, and loyalty. In order to measure the findings, this paper conducted surveys and applied statistical analysis using factor analysis and regression. The result provided consideration on old worker’s job motivation, satisfaction, and loyalty or intention to leave regarding how to apply the system. This study provides implications for management and public policy for a retirement system. This study suggests the need for the development of effective management and public policies for the salary and retirement system without decreasing motivation, satisfaction, and loyalty.

Analyzing The Effectiveness Of Public Policy Advertising On Attitudes And Behavioral Changes

Understanding the public’s interest toward public policy and advertising has become a central issue in marketing and public policy.   The purpose of the study was to investigate how the public perceives policy advertising and how their perceptions affect attitudes and behavior. This study was an exploration of the effects of public policy-related messages on conditional principles through the application of the extended Fishbein model. In particular, relationships were measured concerning 1) the effects of estimates of attitudes on the differential attitude to public policy advertising, 2) the effect of subjective norms on the differential subjective norm, 3) the effect of differential attitude and subjective norm on differential intention, and iv) the effect of differential intention on behavioral change. In particular, the effects of conditional principles, including the effects of print and television (TV) advertising, were measured. For the effects of TV advertising, both direct and indirect (e.g., product placement [PPL]) delivery formats of messages were measured.   To test the hypotheses, various statistical analyses were performed, including factor analysis, Analysis of Co-Variance (ANCOVA), Analysis of Variance (ANOVA), and regression. The results of this study suggested both theoretical and managerial implications to public policy

Exploring Warning Messages On Conditional Principles & Predicting Social Behavior

A wide variety of alcohol warning (or moderation) messages, as integrated communication tools, have been designed to reduce or moderate consumer attitudes toward alcohol consumption. The aim of this study is to explore the relationship between alcohol warning messages and alcohol consumption attitudes or behavior. In particular, this study investigates the effects of alcohol warning messages on consumer attitudes, subjective norms, intentions to switch alcohol consumption, and eventual behavioral change, by applying an extended Fishbein model. Further, these effects are based on types of messages examined by qualitative research, such as 1) positive or negative reinforcement warnings, 2) one-sided vs. two-sided warnings, and 3) self- vs. other-related warnings. This paper conducted both qualitative and quantitative researches. Results of quantitative researches from surveys are measured by statistical analyses using chi-square, factor, and regression analysis. The results indicate that alcohol warning messages positively affected consumer attitudes toward reduction or moderation of alcohol consumption and that different types of ads produced different results. This study provides managerial implications for alcohol warning and advertising-related policies