As customer loyalty becomes a key to the profitability, companies in game industry have shifted its marketing focus from acquisition to retention of customers. The present study investigates the factors presumably affecting reacquisition of the lost customers using actual transactional data. The research interest lies in not just regaining the lost customers but also keeping them. One of the objectives of the current paper is to figure out who would “stay alive” (i.e. keep using the service) after responding to the reacquisition campaign. Since few customers actively respond to a reacquisition campaign, the distribution of the response measurement is highly skewed. To handle this problem, this study uses “quantile regression (QR)” method in estimating the model. For the analyses of gamers’ real behavior, a dataset on one of the most successful online games in Korea, Sudden Attack, was utilized. This study focused on the customers who became inactive, i.e., no log-ins, during the 12-week period of April 19th to July 11th, 2012. Some of them returned when the win-back campaign was conducted beginning July 12th until August 8th (“Period 1”), and others didn’t. And further, some of those who returned stayed active (i.e., logged in) during the 4-week period after the campaign was over (“Period 2”), and others left again. In each of the four cases, a random sample of 1,000 users was drawn for the analysis. The estimation model includes four sets of variables: demographic variables (age, location), RFM variables (recency, frequency, monetary value), behavioral variables (level, experience, number of chats, kill per death ratio), and social variables (number of friends, number of gifts). The analyses confirmed their linear and/or non-linear effects in Period 1(win-back) and Period 2 (retention).

The purpose of this study was to examine the mediating role of attitude, subjective norm, and perceived behavioral control on the relationships between past behavior and customers' intention to engage in voice of dissatisfaction responses. Results of the study demonstrated that the inclusion of past behavior improved the predictability of the voice of dissatisfaction response intentions. Furthermore, the mediating analyses indicated that the influence of past behavior was mediated by mediator. In the contests of voice behavior, the effect of past behavior on intention was not mediated by attitude and perceived behavioral control. Meanwhile, subjective norm mediated the relationship between past behavior and the intention to engage in voice behavior.

Purpose: This study examined if past exercise habits moderated the mediational influence of intention to exercise on the relationship between exercise identity and exercise behavior. Methods: Physically active university students (N=565) responded to a past behavior, exercise ientity, intention, and the Godin leisure-time exercise questionnaire. Moderated mediation was tested using a SPSS moderated mediation macro (Preacher, Rucker, & Hayes, 2007). Results: Multiple regression analysis showed that all criteria for mediation were met. Furthermore, the relationship between exercise identity and exercise behavior was moderated by past exercise behavior(β=.08, p<.05). Conclusion: Findings confirm the importance individual's past exercise habits and exercise identity support the extended Theory of Planned Behavior by showing significant moderation by past exercise behavior. Results demonstrates the importance of moderated mediation models to determine complex interaction between psychological constructs and exercise behavior.