With the buzzword "conversational marketing", especially in the course of a further technological upgrade of marketing management via chatbots, messaging apps etc., the central idea of dialogue-oriented marketing, as has been required since the late 1970s/early 1980s, has received a significant upgrade. However, mostly with a quite narrow focus on the management of transactions and in the sense of a customer-centric and dialogue-driven approach for driving customer engagement, improving customer experience along a very narrowly interpreted customer journey, and growing revenue. There is no question that the consistent use of all available technological options to optimize the exchange processes with customers represents an important challenge. However, conversational marketing should not be interpreted too narrowly. On the one hand, it is important to expand this approach with reference to all stakeholders and not only to refer to 1:1 interactions, but also to explicitly include complex exchange processes within and between relevant stakeholder groups in the consideration. On the other hand, the focus should not be solely on the management of transactions. At the same time, targeted relationship and reputation management as well as consistent context management must be explicitly included in the consideration. This is not least because firstly Marketing measures always tend to have corresponding effects in all three areas, i.e. possible transaction, relationship and reputation as well as context effects must be taken into account and controlled in a targeted manner. Secondly, the developments in market and society are increasingly contributing to the fact that the demands on companies are constantly increasing. On the one hand, this affects the expectations of all stakeholders that companies make significant contributions to the sustainable development of society as a whole through not only the economically successful handling of all their business processes but also consistently pursuing ecological, social and cultural goals. In order to meet these demands, companies must also try to exert a targeted influence on the relevant framework conditions in the market and society and their further development. The range here is extraordinarily large and colorful: from the creation of infrastructural conditions for smart problem solutions (e.g. smart mobility) up to ensuring the sustainable development of social value systems. The latter found its expression, e.g. in various approaches of brand activism ("black lives matter", "everyone is awesome" or the conveyance of a new self-understanding of men in the case of Gillette’s “we believe” campaign).

Digitalization and the emergence of online video platforms changed the way people communicate and made new marketing opportunities. As mobile short-form video has unique characteristics, more people tend to consume and produce diverse content in the digital environment. The purpose of this study aims to better understand the influence of short-form videos from a fashion marketing standpoint and delineate the driving factors through story types. Specifically, by adopting common traits of short-form video content and story types based on Greimas’ narrative theory, this study explores customers’ intention toward fashion purchases and electronic word of mouth. In this context, this paper contributes to activating short-form video content as a tool to promote fashion brands and products but also opening up the possibility to further study short-form videos.

This study empirically verified the endorsement effect of a restaurant platform as a reliable third-party organization on changes in customers’ attitudes toward restaurants by measuring big data-based consumption values using customers’ reviews and applying difference-in-differences. The results indicated that endorsement effects are effective when specific cues are provided and under unusual circumstances such as the pandemic.

Today, the ability to engage customers is a key factor of brand competitiveness in global markets. Not surprising, marketers are scrambling to figure how to utilize social media and other digital platforms to motivate customer engagement (CE), defined as brand-focused behavioral manifestations, other than purchases, resulting from individual and group motivational drivers. In this study we adopt consumer investment in trademarks perspective, suggesting that consumers proactively use global brand’s signs to express themselves, affirm values, communicate, and experience pleasure in digital platforms. The brand owners deploy trademarks to protect the symbols, which can distinguish the goods or services of a brand owner from those of other enterprises. We hypothesize that by registering trademarked signs in the host markets, global brands may facilitate CE and achieve superior performance. We empirically test these proposition using data for 125 global brands and trademark finings these brands in the twenty largest economies. The results of model confirm expectations that both trademarking in the host markets and consistency in using protected signs positively affected brand’s market share. The study provides managerial, theoretical, and policy insights in context of global brand protection.

Many retailers and food service providers offer programs as part of their loyalty programs in which customers are given stamps for each purchase of a qualifying product or service and redeemed for a reward once a certain number of stamps have been accumulated. We identify which stimuli in such goal-directed motivational promotions induce customers to participate in the program.

As the popularity of gaming has increased, the importance and effectiveness of in-game advertisements have become more relevant to marketers. However, despite this development, both marketing academics and practitioners do not fully comprehend how consumers respond to in-game advertisements. This study focuses on the dynamics associated with in-game advertisements, considering the privacy concerns and ad relevance expectations of consumers/gamers.

Coffee has become one of the most popular beverages since the 1960s. These days, coffee is more about pleasure, experience, success, lifestyle, high concentration, and social status. Bhumiratana et al. (2014) state that individuals consume coffee with the intention of eliciting positive high-energy emotions, which can help in reducing fatigue, increasing alertness, improving work performance, and promoting a focused mental state, such as feeling motivated, productive, in-control, or clear-minded. Aguirre (2016) and Bhumiratana et al. (2014) also suggest that people drink coffee to stay awake. As coffee has popularized, café has become important as a place for people meetings. However, customers may tend to evaluate coffee as a service product depending on what service encounter they faced. They might perceive the taste and quality of coffee differently by following their mindset and stereotypes about perfect coffee. Customers pay attention to many factors in consuming coffee depending on service encounters. They may pay less for coffee prepared by robots and evaluate coffee prepared by humans as more precious. Therefore, this study proposes a specific factor theoretical framework of customers’ mindset about coffee prepared by human baristas and robot-barista. The study aims to determine how customers evaluate coffee prepared by baristas and robot-barista. Specifically, to which characteristics they pay attention in barista or robot-barista cases. Then, the study examines relationship between expected and perceived coffee characteristics and intentions to revisit café. Finally, the study compares customers' expectations about coffee depending on contact (barista) or untact (robot-barista) service.

The outbreak of COVID-19 has brought significant changes to today’s life. Human contact is regarded as a source of risk. Thus, the low-contact services provided by service robots have gained more attention in the hospitality industry. However, a relatively smaller proportion of empirical research exists about service robots on the consumer side. Moreover, technology acceptance theories were mostly used in the adoption of new technology products, but the psychological aspects of consumers were rarely explored. Therefore, the stimulus- organism-response model (SOR model) was applied to explore consumers’ acceptance of adopting service robots and to understand what factors will successfully stimulate consumers’ subsequent value and behavioral responses. Furthermore, we investigated the relationship among stimulus (coolness and affinity), organism (utilitarian value and hedonic value) and response (intention to use and word-of-mouth recommendation). This study used convenience sampling and tested the hypotheses with SPSS and Smart PLS.

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

This study compares and analyzes changes in users’ perceptions of industrial catering food service quality before and after COVID-19. The survey enrolled 226 subjects at five industrial catering establishments in Seoul and Gyeonggi Province; a total of 204 customers with complete data were included in the final analysis. Factor analysis was conducted to verify convergence validity and construct reliability; results pertaining to ‘service and environmental hygiene’ and ‘quality of food’ were extracted. Among the general variables of food service quality, differences were obtained in the user’s perceptions of food service qualities according to gender, education, and marital status. Our results revealed that women, low education, and married people perceived significant differences in all attributes before and after COVID-19. Additionally, varied altered perceptions were determined for service quality according to the occupations of the subjects. However, no differences were obtained for pleasant dining environment in the ‘service and environmental hygiene factor’ and variety of desserts in the ‘food quality factor’.

목적 : 본 연구는 한국과 중국에 소재한 동일한 안경원 환경에서 한국 소비자와 중국 소비자간의 안경구매패턴의 차이를 분석하고자 하였다. 방법 : 한국 소비자와 중국 소비자의 안경 구매패턴의 차이를 비교하기 위해 한국(경기도)과 중국(지린성)에 위치한 동일한 프랜차이즈 안경원을 선정하였다. 4개 연령대(21~30세, 31~40세, 41~50세, 50세 이상)의 고객 800명(한국 400명, 중국 400명)의 안경 구매 내역을 후행적 방법으로 수집하였다. 구매 정보는 개인정보 데이터를 제외한 구매한 안경테 종류, 안경렌즈 종류 그리고 렌즈의 굴절률만을 수집하였다. 분석은 기술적 분석과 Chi-squar 및 Z-test 분석을 하였다. 결과 : 한국과 중국 소비자의 안경테 선택 비율 분포(Chi-Square =190.91, df=6, p<0.001)에 통계적 유의성이 있었다. Z-test 결과 한국 소비자는 콤비, 울템, 솔텍스 안경테를, 중국 소비자는 TR, 티타늄 안경테를 더 많이 구매한 것으로 나타났다. 안경 렌즈 종류의 경우, 한국과 중국 소비자 사이에 렌즈 선택 비율의 분포에 통계적 유의성이 있었다(Chi-Square =195.98, df=4, p<0.001). 중국 소비자가 한국 소비자보다 자외선 차단 렌즈를 더 많이 구매했고, 한국 소비자는 PAL(Progressive Addition Lens)을 더 많이 구매했다. 렌즈 굴절률의 경우 한국과 중국 소비자)간 구매 분포에 통계적 유의성이 있었으며(Chi-Square=13.98, df=2, p<0.001), 한국 소비자 의 54.50%가 1.6 렌즈를 구매하였고, 중국 소비자의 54.50%가 1.56 렌즈를 구매하였다. 결론 : 본 연구에서는 중국 소비자가 안경관련 제품을 구매할 때 한국 소비자와는 다른 소비자 구매 성향을 보인다는 사실이 확인됐다. 또한 연령대별로 구매되는 제품도 많은 차이가 있는 것으로 조사되었다. 따라서 향후 해외 진출시 현지인의 기호를 정확하게 이해하고, 맞춤형 제품 구성 및 마케팅 활동이 필요하다.

목적 : 본 연구는 20대가 선호하는 안경집 디자인의 핵심 요소를 도출하고자 실시되었다. 방법 : 서울지역 거주 대학생 집단을 대상으로 3단계에 걸쳐 설문조사를 시행하였다. 다양한 안경집 디자인의 예제들을 수집하고 선호도 조사를 진행한 다음, 도출된 안경집 디자인을 대상으로 SD법을 바탕으로 하는 감성평가 및 요인분석을 실시하여 그 결과를 분석하였다. 결과 : 분석 결과 고유값 1을 기준으로 8개의 감성어휘가 도출되어 2개의 축으로 분류되었다. 선호도 조사에서 상위를 차지한 안경집 디자인들에서는 실용적인, 단순한, 가벼운, 단단한, 깔끔한 등의 감성언어에 대응되는 제 1 요인과 고급스러운, 둥근, 무광의 등의 감성언어에 대응되는 제 2요인이 높게 나타났으며 반대로 하위를 차지한 안경집 디자인에서는 제 1요인과 제 2요인이 낮게 나타났다. 결론 : 20대 소비자 집단은 기능성과 심미성을 주요소로 하여 안경집 디자인을 선택하는 경향이 존재하는 것으 \로 나타났다.

목적 : 안경원 고객을 대상으로 안경원 이용 시 안경원의 고객응대 태도, 고객만족도, 변화추구성향, 전환의도 를 조사하여 안경원 고객의 전환의도에 영향을 미치는 원인을 파악하고자 하였다. 방법 : 2019년 9월부터 11월까지 온라인 설문조사에 응답한 209명을 대상으로 하였다. 안경원의 고객응대 태 도, 고객만족도, 소비자의 변화추구성향, 전환의도가 포함된 총 20개의 문항으로 설문을 구성하였다. 결과 : 안경원의 고객응대 태도는 평균 3.76점, 고객만족도는 3.18점, 소비자의 변화추구성향은 2.95점, 전환 의도는 2.63점으로 나타났다. 안경원의 고객응대 태도가 좋을수록 고객만족도는 증가하였고, 전환의도는 감소하 였다. 안경원 고객 전환의도는 소비자의 변화추구성향이 높을수록 증가하였고, 고객만족도가 높을수록 감소하였 다. 안경원의 고객응대 태도와 소비자의 변화추구성향, 고객만족도는 전환의도에 영향을 미치는 것을 확인하였다. 결론 : 안경원의 고객응대 태도는 좋았으며, 고객만족도가 높아 안경원 고객의 전환의도가 낮음을 확인하였다. 본 연구의 결과를 통해 안경원 고객의 전환의도를 줄일 수 있는 방안을 연구하는 기초자료로 사용되리라 생각한다.

Currently, the cut flower market seems to be an export revenue in the world trade of the flower industry. The amount of exported cut flowers is impressive with increased production in various countries, especially in Korea. In the Fourth Industrial Revolution, automatic technologies are continuing to develop agricultural effective tools in the challenge of digital innovation. Thus, the low production costs set up in the field, greenhouse, or smart farm set up, and the short time of harvest must be considered within a few months. The postharvest quality of cut flowers presents freshness and long vase life, and the tools for postharvest handling are expected to optimize these. This review highlights the most important factors improving postharvest quality of cut flowers, the potential standard applicable techniques for commercial handling outlines of cut flower vase life, and recommendations for improving postharvest handling in the flower industry.

해외직구를 비롯한 인터넷 구매 환경에서 소비자들은 실제적인 제품을 보지 못하고 제품의 사진과 제품 정보에 의존하여 의사결정을 내리게 된다. 제품의 사진은 제품의 형태만을 보여줄 뿐이므로 소비자들은 정확한 크기에 대한 정보는 제품 속성을 나타내는 텍스트에 의존하게 된다. 이러한 크기나 양을 표시할 때, 같은 양이나 크기를 나타내는 데에도 여러 가지 단위와 그에 따른 다른 숫자가 사용될 수 있다. 예를 들어 해외 직구 상황에서 30ml 의 향수가 1 fl. oz.로 표시되어 있는 사이트를 발견할 수도 있다. 이러한 상황에서 소비자들은 같은 크기의 제품 이라 하더라도 표시한다고 하더라도 사용된 단위에 따라 크기를 다르게 인식할 수 있다. 즉 큰 숫자로 표현된 사물을 크게 지각하는 다수성 효과가 나타나는 경우도 있고 그 반대로 큰 단위가 사용되면 크게 지각하는 단위효과가 나타날 수도 있다. 이 논문은 이러한 다수성 효과와 단위효과에 영향을 미치는 요소로 심리적 거리 중의 하나인 사회적 거리와 단 위의 친숙성을 제시하고 이들의 조절효과를 살펴 보았다. 이를 위하여 두 가지 실험이 사용되었다. 우선 실험 1 에서는 사회적 거리가 가까울 경우는 다수성 효과가 나타나는 경향이 있고 사회적 거리가 멀 경우에는 단위 효과 가 나타나는 경향이 있다는 것을 알 수 있었다. 그리고 실험 2에서는 단위친숙성이 낮은 경우에는 다수성 효과가 강해지고 단위친숙성이 높은 경우에는 그 다수성 효과가 약해짐을 알 수 있었으며 또 실험 1에서 나타난 사회적 거리의 조절효과는 단위 친숙성이 낮을 경우에는 나타나지 않음을 알 수 있었다.