As the importance of online virtual spaces increases due to COVID-19, interest in online virtual spaces using 4th industrial technology is increasing. Accordingly, the metaverse that combines virtual and real is becoming an issue. In the fashion industry, marketing using online is gradually increasing, and various attempts are being made by converging with the metaverse to provide new and enjoyable experiences to customers. This study looked at the impact of customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment and brand loyalty in a metaverse environment where utilization is increasing due to COVID-19 and technological development. For the analysis data of this study, a survey was conducted on the users who experienced the metaverse platform Zepeto's ' BVLGARI World'. As a result of examining the effect of the customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment, and brand loyalty in a metaverse environment, some of the customer experiences affect customer satisfaction, and the proposed hypothesis was partially accepted. In addition, it was confirmed that customer satisfaction affects affective commitment and brand loyalty, and affective commitment affects brand loyalty. In this study, we examine the impact of the customer experience of a luxury fashion brand pop-up store on customer satisfaction, affective commitment, and brand loyalty in the metaverse environment, and identify what is needed for more active convergence and activation of the metaverse and fashion brands. Also, we provide practical implications to people who involved in the metaverse and the fashion industry.

Based on the metaverse situation, this paper explores the influence of perceived usefulness and usability on brand experience. The brand experience include two dimensions of sensory experience and behavioral experience. And then, based on 329 valid data collected through online experiment, it makes an empirical analysis by structural equation model and hierarchical regression. Results show that, metaverse situational perceived usefulness and usability have significant effects on customer sensory experience and behavioral experience, and sensory experience plays a mediating role in the effects of usefulness and usability on behavioral experience. Social presence plays a positive moderating role in the influence path of usefulness and usability on sensory experience and behavioral experience.

최근 패션 브랜드들이 사용자들의 능동적 참여가 가능한 메타버스 플랫폼을 자사의 브랜드 접점으로 활용하기 위한 방안을 모색하고 있다. 이에 본 연구에서는 메타버스와 오프라인 스토어에서의 브랜드 체험을 비교하고자 한다. 패션 브랜드 젠틀몬스터의 오프라인 스토어과 이를 메타버스 공간에 그대로 재현한 제페토(ZEPETO) 스토어의 브랜 드 체험을 비교하였다. 실험 참가자 집단을 메타버스 스토어 체험이 선행된 집단과 오프라인 스토어 체험이 선행된 집단으로 구분하여 현장 조사를 진행하였다. 그 결과, 다음과 같은 주요 연구결과를 도출할 수 있었다: (1) 전체 체험 반응에서 감성 보다는 새로운 정보에 반응하는 감각 체험이 주를 이루었다; (2) 메타버스보다는 제품을 직접 만지고 체험할 수 있는 오프라인 스토어에서 체험이 더욱 활발하게 이루어졌다; (3) 네 가지의 테마공간 유형 중에서는 제품 공간에서 가장 많은 체험 반응이 나타났다; (4) 오프라인 스토어 체험이 선행된 두 번째 그룹보다 메타버스 스토어 체험이 선행된 첫 번째 그룹에서 보다 활발한 체험 반응이 일어났다. 마지막으로 본 연구결과를 통해 가상공간에서 의 메타버스 브랜드 스토어가 현실 공간의 시공간적 제약을 뛰어넘은 차별화된 경험을 제공할 뿐만 아니라, 오프라 인 스토어의 경험을 더욱 의미 있고 풍부하게 만들어 주는 전략적 도구로 활용될 수 있음을 알 수 있었다.

Consumers exposed to aesthetic brands can not only experience sensory pleasure but also lead to strong customer loyalty. Furthermore, aesthetic brands can expect to lead to the overall experience of the brand. They include the brand's sensory, emotional, behavioral and intellectual experience. Since aesthetic brands related to the sensory representation of customers, consumers exposed to aesthetic brands can expect to have a meaningful impact on the overall experience of the brand. The study will select aesthetic brands that distributed in Korea and then compare the aesthetic characteristics of each brand. It also seeks to verify the brand attractiveness, consistency, prominence and influence of brand motifs on the brand's sensual, emotional, behavioral and intellectual experience. To verify the influence between variables proposed in this study, we would like to conduct a multiple regression analysis. SAS 9.4 used to verify the hypotheses proposed in this study. Cronbach's ɑ measure to verify reliability of each measurement item. In particular, brand attractiveness and brand motif can verify empirically to confirm that they play an important role in inducing brand experience.

The purpose of this study was to empirically investigate the relationship among fashion brand experience, brand loyalty, relationship quality, and repurchase intention. The 420 survey questionnaires were distributed among the consumers in their 30s and 40s who had experience buy fashion brands products through convenience sampling in Seoul. Due to the reliability of data, 120 samples were discarded and 300 samples were put to actual analysis. By using SAS 9.4, data were analyzed for frequency analysis, reliability analysis, correlation analysis. The results of the study are as follows. First, the fashion brand experience which is consist of sensory, affective, behavioral and intellectual experience had positive effects on brand satisfaction and brand trust. Second, brand trust and brand commitment and the relationship quality of brand satisfaction, only satisfaction and commitment affects brand loyalty significantly. Lastly, brand loyalty had significantly effect on repurchase intention. It presented the potential to use the brand as a strategic tool to build strong brand assets, along with providing specific ways to secure differentiated competitiveness in the fashion brand market. It is also thought to be meaningful in that we presented a practical strategy to build and strengthen a lasting bond with consumers by looking at the impact on the quality of the relationship.

In Korea, where the residential environment of well-being has been especially developed, marketing using well-being brands has been actively carried out, and more recently, there has been a growing interest in the well-being brand experience and the correct understanding of consumers' perceptions and attitudes. This study was intended to reveal that the experience of well-being brands increases the attitude and confidence of brands, and consequently positively acts on the intention and loyalty of purchasing them. First of all, the well-being brand experience not only works positively on brand trust and attitude, but also raises the intention of buying again. Second, well-being brand trust is showing a positive effect on brand attitudes and intent to buy back. Third, the well-being brand attitude turned out to have a positive effect on the intention of repurchase. Unlike conventional well-being brand-related research, this study focuses on brand experience, so it provides a new understanding of well-being brand experience and consumer psychology and behavior in well-being brand marketing. Thus, adding a new perspective to existing well-being brand research, the company's perspective provides practical implications that should be considered for successful well-being marketing.

본 연구의 목적은 국내 레스토랑 이용객의 서비스 실패 후 감정변화에 영향을 미치는 실패 귀인 요소, 그리고 고객의 브랜드 관계 품질이 서비스 실패 귀인 지각에 대한 환원효과를 검증하는 것이다. 본 연구의 시사점으로는 귀인이론은 귀인이론과 귀인적 이론으로 구분할 수 있는데 한 모형에서 귀인이론에 영향을 미치는 개인 신념과 귀인 후의 감정반응 간의 영향관계를 통합적으로 측정하는 연구는 미미하다. 신념(BRQ: Brand Relationship Quality)-귀인-감정 3단계 모형을 구축하고 충돌 감정 반응(분노 VS동정)의 독립성을 같이 검증되었다. 먼저, 감성적BRQ(친밀감 및 사랑)은 통제가능성 귀인에 미치는 환원효과가 있는데 행동적BRQ(상호의존)은 통제가능성 귀인에 미치는 확대효과가 있는 것으로 나타났다. 관리적 관점에서 레스토랑 관리자는 고객의 서비스 실패의 반복 발생 가능성 지각을 낮추고 고객의 동정을 환기해야 한다. 통합적으로 레스토랑 관리자는 고객의 서비스 실패 귀인 지각을 잘 조절하고 고객의 BRQ이 감정반응에게의 영향효과를 환원시켜야 한다. 여러 가지의 서비스 회복 방안을 수립하고 귀 인을 잘 조절해야 한다. 뿐만 아니라, BRQ은 각각 분노 및 동정에 다른 효과(확대VS환충)가 있기 때문 에 고객 BRQ의 특성에 따라 다른 서비스 실패 회복 방안을 제시해야 한다. 예를 들면, 이성적 BRQ 고객에게 금전 보상이나 공정성 거래, 친밀감 및 사랑 고객에게 감정배려, 상호의존 고객에게 호혜성 설득 등 방안을 상황에 맞게 개발해야 한다. 본 연구는 서비스 실패 후 귀인의 매개효과를 탐색적으로 검증하 였는데 BRQ-귀인-감정 과정에서의 여러 가지 조절요인을 고려하지 않는 한계점이 있다. 따라서 추후의 연구에서 서비스 실패 강도의 조절효과를 고려해야 하고 더 완전한 모형을 구축해야 한다.

Immersive Virtual Environment Technology (IVET) has emerged as a relevant technology in the marketing environment, with increased use in the retail context (O’Brien, 2016). As its use increases, there is a need to better understand its impact on consumer behavior and the experience that it delivers. Therefore, this study proposes a research model that captures the key constructs in understanding consumer acceptance behavior of the innovative technology used in marketing and how it impacts the brand experience. The objective of this study is to examine 1) antecedents (i.e., message fit and personal innovativeness) that may impact user’s attitude toward the IVET advertisement and self-image congruence, and 2) the transfer of positive or negative IVET advertisement attitude to behavioral intention. Survey was distributed at a large Southern university in USA. Out of 213 survey completed, 143 was usable. Hypotheses were tested using the structural equation model (SEM) analysis with maximum likelihood method (AMOS 23). The results showed that message fit had no significant impact on ad attitude and self-image congruence. Personal innovativeness had positive impact on ad attitude, but not on self-image congruence. Ad attitude had no effect on self-image congruence while having significant positive impact on offline store and online store visit intentions. Lastly, self-image congruence influences both offline and online store visit intentions. The results demonstrate that evaluation of the virtual world brand experience (i.e., attitude toward the IVET advertisement) is a strong predictor of user behavior toward the brand. A consumer’s interactions with a brand in the virtual environment may provide important information about the consumer’s desire to develop a relationship with the brand in other marketing channels, and serves as an opportunity for the marketer to assist in the buying process. Further, personal characteristic such as personal innovativeness may have a significant impact on a their attitude toward the IVET marketing which further leads to consumer’s decision to visit the online and offline store. In addition, self-image congruence were found to positively affect user’s intention to visit the stores, such that consumers who perceive their brand experience as more consistent with their self-image are more likely to consider purchasing the brand in the real world. The results suggest that some consumers may tend to behave in ways that are congruent with their self-identity across marketing channels.

Despite the importance of retail atmospherics documented in the literature, little empirical research has been done on the issue of what specific aspects of retail atmospherics can enhance experiential marketing. Therefore, the primary purpose of this study is to compare the effect of product display (lifestyle vs. product-centric) on consumer satisfaction and retail patronage intentions. In so doing, this study examines the mediating role of hedonic shopping experiences operationalized through 3 separate subdimensions (i.e., brand experience, shopping enjoyment, and cognitive pleasure) while controlling a brand effect (i.e., testing two types of product display in a single brand context). Demminga et al. (2012) state that lifestyle display is a cross-merchandised, integrated, aesthetically attractive theme or scene through which consumers could envisage themselves in the scene or nature. On the other hand, product-centric display does not necessarily present a coherent theme. Instead, this type of product display is frequently used in a traditional retail format focuses on merchandise presentation appealing to target customers (Foster and Mclelland, 2015). This study was conducted using two product display stimuli: lifestyle and product-centric displays in the context of a specialty apparel store, Anthropologie. One image of Anthropologie was selected as a lifestyle display because it contained a thematic prop, which illustrates a natural scenario in that store. The results showed that the lifestyle display creates higher brand experience, shopping enjoyment, cognitive pleasure, satisfaction, time spent, and patronage intentions compared to the product centric display. This study provides empirical evidence supporting the importance of experiential marketing. Theoretically, this study demonstrates that lifestyle display could be applied in an apparel store. Rather than focusing only on products retailers could easily develop thematic props in a store because they are easy to set up, cost-effective, and less time-consuming. By setting up a lifestyle display, retailers could easily differentiate their brands from other competing brands.

In recent years brands have come under the spotlight for delivering unique and authentic brand experiences. Consumers find themselves looking for brands that add experiential value to their daily life, from a sensory, behavioral, intellectual and relational perspective (Brakus et al., 2009). Moreover, there is a growing demand for brands that are able to deliver their brand promise authentically (Morhart et al., 2015; Schallehn et al., 2014). On this background, our research was conducted in order to examine the role of brand experience and brand authenticity in generating brand love. In addressing this issue, the present study attempts to perform a test on research hypotheses by empirically validating the proposed conceptual model in a cross-country context (Japan and Portugal) for the brands Apple and Samsung. Additionally, it analyses the moderating effect of self-authenticity in relation to brand experience and brand authenticity. Data collection was done using a structured questionnaire to final consumers, who are owners of Apple and Samsung devices. A total of 574 valid questionnaires were collected regarding Apple brand (Japan = 300; Portugal = 274). Following the testing of the structural equation model, results demonstrate the correlation between brand authenticity and brand experience and show that the greater the self-authenticity, the higher is the effect of brand authenticity on brand love. It is worth noting however that the direct and moderating effects are different for Apple and Samsung in Japan and Portugal. This accounts for the cultural differences in how consumers perceive the experiential and authentic brand value propositions and how they relate emotionally to brands. Our study also provides important managerial implications by helping brand managers to understand how to drive passionate and intense feelings towards brands and to target consumers who are looking for compelling, meaningful and authentic brand experiences.