The Net Promotor Score (NPS) is one of the most well-known metrics for measuring customer loyalty. Originally designed by Reichheld (2003), the measure asks participants to rate their likelihood to recommend the brand on a scale of 0-10, after which respondents are placed into a ‘detractors’ group, ‘passive’ group or ‘promotors’ group. While the measure has attracted much attention due to its simplicity and ease of use, there has equally been much criticism of its reliability, nomological validity and how it is connected to business outcomes. Therefore, the current study aims to understand whether the NPS can be used to identify brand advocacy, and secondly, does the NPS work in a care-based, low switching service context. The study included three unique contexts: at home care, residential care and disability care. In total, there were 611 participants, all of which were based in Australia. A questionnaire was developed and administered to each group and included both quantitative and qualitative questions to understand the consumer experience. The findings supported NPS as an effective metric in a care-based, low-switching context for identifying positive customer advocacy. The implication is that the NPS can be used to track organizational performance; and the extended NPS allows organizations to understand and encourage (address) positive (negative) advocacy. In addition, suggestions for an ‘earned advocacy score’ were provided which may offer a more effective way of understanding consumer experience, while providing clearer, more detailed and more actionable data. The current study provides much needed insight for brand and care organizations to understand how the NPS might be used effectively to facilitate better brand outcomes.

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.

Digital channels are becoming increasingly important in consumer purchase decisions. Yet, the availability of several different channels present consumers the opportunity to switch between one and another, such a phenomenon is called cross-channel free riding. This research aims therefore at exploring whether cognitive dissonance and opportunistic behavior are relevant antecedents of cross-channel free riding.

Among various methods to produce graphene sheets, electrochemical exfoliation has been regarded as an effective method for the mass production of high-quality graphene sheets because of its simplicity and environmental friendliness. However, conventional electrochemical exfoliation has a disadvantage of accumulating intercalating ions at graphite interlayers owing to the use of a constant voltage. In this study, we developed a DC switching technique to achieve more efficient intercalation of ions than that in the conventional method. In the DC switching method, positive and negative voltages are successively applied to release the accumulated intercalating ions. By testing various conditions, we found the optimum switching time to produce high-quality graphene sheets with the highest yield rate and the highest electrical conductivity. As a result, the graphene sheets using this DC switching technique showed 85% higher yield rate, 193% higher electrical conductivity, 160% larger area, and 25% thinner thickness than those obtained when using a constant DC method. We believe that this DC switching technique can be used for large-scale production of high-quality graphene sheets.

Social Network Services (SNS) have become a vital means of shopping, significantly influencing consumers’ purchases of fashion products. The aim of this study was to identify bandwagon consumption among fashion consumers and to analyze the effects of bandwagon consumption on negative emotions, purchase discontinuation, and switching intention. A survey questionnaire was developed, and data were obtained from 285 female consumers in Korea aged in their 20s and 30s who had experienced guilt, regret, or disappointment after purchasing fashion products using SNS during the previous six months. The survey results indicated four different types of bandwagon consumption: intentional, impulsive, unintentional, and planned. The presence of negative emotions such as guilt, disappointment, and regret were affected by different types of bandwagon consumption. Intentional bandwagon consumption only affected guilt, while unintentional bandwagon consumption affected both guilt and disappointment. Impulsive bandwagon consumption affected guilt and regret; however, planned bandwagon consumption only affected regret. Furthermore, negative emotions affected purchase discontinuation and switching intention. Planned bandwagon consumption had an effect on both purchase discontinuation and switching intention, while both impulsive and unintentional bandwagon consumption influenced switching intention only. Intentional bandwagon consumption had no effect on either purchase discontinuation or switching intention. The results of this study indicate that SNS consumers’ bandwagon consumption causes different negative emotions, purchase discontinuation, and switching intention.

Recent discoveries of ferroelectric properties in ultrathin doped hafnium oxide (HfO2) have led to the expectation that HfO2 could overcome the shortcomings of perovskite materials and be applied to electron devices such as Fe-Random access memory (RAM), ferroelectric tunnel junction (FTJ) and negative capacitance field effect transistor (NC-FET) device. As research on hafnium oxide ferroelectrics accelerates, several models to analyze the polarization switching characteristics of hafnium oxide ferroelectrics have been proposed from the domain or energy point of view. However, there is still a lack of in-depth consideration of models that can fully express the polarization switching properties of ferroelectrics. In this paper, a Zr-doped HfO2 thin film based metal-ferroelectric-metal (MFM) capacitor was implemented and the polarization switching dynamics, along with the ferroelectric characteristics, of the device were analyzed. In addition, a study was conducted to propose an applicable model of HfO2-based MFM capacitors by applying various ferroelectric switching characteristics models.

American foulbrood (AFB) is caused by the bacterium Paenibacillus larvae, which is highly contagious and often lethal to honeybee broods. To control AFB, rapid diagnostic tools including those based on immunological methods are required. We produced several specific mouse monoclonal antibodies (MAbs) against P. larvae. Interestingly, a few of the MAbs were revealed to be an IgM-type antibody. To ascertain the effects of adjuvants on immunoglobulin isotype switching, BALB/c mice were immunized with various adjuvants, i.e., Freund's adjuvant (FA), Alum adjuvant, and AddaVax™ followed by the generation of hybridoma that secreted monoclonal antibodies to P. larvae. In the case of AddaVax™, all screened hybridoma clones secreted IgG-type MAbs, whereas hybridomas generated by Alum and FA secreted 91.25% (7/80) and 66.67% (11/33) respectively, IgG-type MAbs. Although the mechanism of incomplete immunoglobulin isotype switching associated with the P. larvae antigen needs further study, our results indicate that the applied adjuvants can have a significant effect on immunoglobulin isotype switching results.

Nostalgia refers to the sentimental longing for the valued past (Sedikides, Wildschut, & Baden, 2004). It is considered a bittersweet emotion, involving both wistful joy and sadness (Sedikides et al., 2004). Nostalgia is also a social emotion. Nostalgic memories typically center on social activities involving the self and close others (Wildschut et al., 2010). Prior research has mainly focused on the social and emotional nature of nostalgic narratives, and researchers have only recently started to investigate the motivations triggered by the process of recalling nostalgic narratives. For example, recalling a nostalgic event can heighten people’s motivation to savor such an experience and prolong it (Huang, Huang, & Wyer, 2016). In the current research, we posit that thinking about nostalgic events can trigger another motivation, namely, a desire to revive the past. Whenever people experience nostalgic feelings, they are likely to perceive differences between the present and their memorable past and desire to go back in time (Hepper et al., 2012; Sedikides et al., 2004). This motivation, once activated, can lead people to take actions to change their current state in the hope of reviving the past (Koole & Jostmann, 2004; Kuhl, 1985). This tendency of taking actions to make changes may generalize to subsequent unrelated situations (Kruglanski et al., 2002), and consequently increase consumer switching behavior (Jiang, Zhan, & Rucker, 2014). These predictions were tested across five studies in various consumption contexts. Our findings contribute to consumer research in two important ways, (a) by demonstrating a novel motivational impact of nostalgia on consumer behavior, and (b) by delineating a systematic influence of an unexplored but pervasive emotional factor— nostalgia—on consumer switching behavior. This research also offers practical implications. Conventional wisdom suggests that nostalgia can make consumers prefer products reminiscent of the “old days”. Our findings show that nostalgia can have broader implications for consumer choices and marketers may use it to manage consumer switching behavior.

본 연구는 손과 가까운 시각 정보의 처리적 특성이 과제전환에 미치는 영향을 살펴보기 위해 수행되었다. 최근 연구들은 손과 가깝게 제시된 정보에 대한 인지통제가 향상됨을 보고하고 있다. 이러한 인지통제 향상효과를 손 근접성과 주의의 관계를 통해 규명하고자 두 번의 실험을 실시하였다. 그 결과 과제전환 수행에서 단서와 목표자극의 감각양상에 따라 손 근접성의 효과가 달라짐을 관찰할 수 있었다. 첫 번째 실험에서 손에 근접한 자극에 대한 전환비용의 감소가 관찰되었다. 선행 연구들에서 전환비용의 감소원인으로 지목되었던 특징결합 문제를 제외시켰을 경우에도 동일한 결과가 관찰되었다. 즉, 손 근접성이 전환비용을 감소시켰음을 검증할 수 있었다. 두 번째 실험에서는 손 근접성과 감각양상의 상호작용이 전환비용에 미치는 영향을 살펴보기 위해 수행되었다. 과제전환에서 목표자극은 시각으로 단서는 시각 또는 청각으로 제시하였고, 단서의 준비성 효과를 관찰하기 위해 단서-목표자극 간격을 조변하였다. 연구결과 손에 근접한 시각 단서는 과제 준비 시간을 단축시켜 전환비용을 감소시켰으나, 청각 단서의 경우 손에 근접할 때 오히려 과제 준비 시간이 더 오래 걸렸다. 시각 단서의 결과는 손에 근접한 시각 정보에 대한 신속한 주의정향으로 인한 이득으로 설명될 수 있다. 반면에 청각 단서에서 나타난 손실은 청각 단서와 시각 자극 간의 감각 간 전환이 손 근접성의 주의 범위 고정 효과로 인해 방해된 결과로 해석될 수 있다. 마지막으로 손 근접성의 주의효과로 인해 달라지는 전환비용에 대해 논의하였다.

최근 자동차와 IT기술의 융합으로 차량 내 인포테인먼트 시스템이 운전자에게 편의 및 오락 기능을 제공하며 역할이 중요해지고 있다. 하지만 운전과 인포테인먼트 시스템을 조작하는 것은 동시에 시각 리소스를 요구하는 과제로 과제를 전환하며 수행해야 한다. 따라서 본 연구는 운전 중 인포테인먼트 시스템 조작 상황에서 조작 과제의 난이도와 motor cue가 과제 전환과 운전 주행능력에 미치는 영향과 함께, motor cue의 효과가 조작 과제의 난이도 수준에 따라 차이가 있는지 보고자 하였다. motor cue와 조작 과제 난이도의 효과를 살펴보기 위해 반복되는 숫자가 청크 단위와 일치하는지에 따라 두 종류의 번호를 사용하였으며, 터치 키의 크기로 난이도 수준을 조절했다. 실험에서 참가자들은 모의 주행을 하며 스크린에 번호를 입력하도록 지시받았고, 과제 수행 중 번호 입력시간, 차선 유지능력, 숫자 키 입력 시간 간격과 핸들 움직임을 측정했다. 그 결과, 난이도 수준에 따라 운전 주행 능력과[F(1, 26) = 8.521, p < .001], 번호 입력 시간의 차이가 유의미했고[F(1, 26) = 35.372, p < .0001], 번호 종류에 따른 차이는 나타나지 않았다. 하지만 Incongruent 번호 입력 시, 청크로 구분된 두 숫자를 입력하는 시간의 간격과 핸들 움직임이 크게 증가하였다. 이는 반복된 숫자가 청크로 구분되어도 청크를 무시하고 한 번에 입력하였음을 나타낸다. 종합하면, 다중 과제 상황에서 청크 단위는 motor cue에 의해 상쇄되며 과제 전환 시점을 결정하는 데에 motor cue의 효과가 있음을 시사한다.

목적: 본 연구의 목적은 여러 산업의 선행연구들을 통하여 고객에게 제공되는 관계효익의 개념을 경제적 효익, 고객화효익, 사회적효익, 심리적효익으로 구분하여 전환장벽과 재구매의도에 미치는 영향에 대하여 확인하고자 하였다. 방법: 본 연구는 안경원에서 안경테, 안경렌즈, 콘택트렌즈를 구입하였던 347명의 고객을 대상으로 설문 조사하고 그 데이터를 분석하였다. 데이터 분석은 SPSS 18.0 통계프로그램을 이용하여 빈도분석, 요인분석, 회귀분석을 실시하여 안경원의 관계효익과 전환장벽, 재구매의도에 관한 연구 가설을 검증하였다. 결과: 첫째, 관계효익 중 심리적효익과 고객화효익이 전환장벽 형성에 긍정적인 영향을 미쳤다. 둘째, 관 계효익 중 세 요인, 즉 심리적효익, 경제적효익, 고객화효익이 재구매의도에 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 전환장벽이 재구매의도에 긍정적인 영향을 미치는 것으로 나타났다. 결론: 본 연구에서는 안경원의 관계효익 중에서 심리적효익이 전환장벽과 재구매의도에 중요한 역할을 하 는 것과 관계효익의 네 요인 중 고객화효익이 전환장벽 형성과 재구매의도에 영향을 주는 것을 발견하였다. 경제적효익은 재구매의도 형성에만 영향을 미치므로 안경원 경영자는 안경사의 장기 근무를 위한 노력과 재 교육을 제공하여 고객관계관리를 통한 전환장벽 형성과 재구매의도를 높이려는 노력을 기울여야 할 것이다.

This study aimed to investigate the influence of consumers' innovativeness, perceived benefits of home shopping mobile apps, and satisfaction with telephone orders on switching to and satisfaction with such apps (for those who have used these apps). This study also investigated the influence of the aforementioned factors on the intention to switch to home shopping mobile apps (for those who have not used these apps). Data were collected from 546 customers ranging in age from 18 to 59 with experience purchasing fashion goods from home shopping networks, and 502 of the questionnaires were used in the statistical analyses. Structure equation models were employed using AMOS 23.0. The results were as follows: for consumers experienced with home shopping mobile apps, their innovativeness and perceived benefits of such apps (convenience, usefulness) influenced their switching behavior. Additionally, consumers' innovativeness and perceived benefits of these apps (usefulness, accessibility, interactiveness) affected their satisfaction with the apps. For those not experienced with home shopping mobile apps, consumers' innovativeness and perceived benefits of the apps (interactiveness, security, enjoyment) influenced their intention to switch to these apps. These results indicate that different strategies should be developed for home shopping consumers experienced and inexperienced with these apps for the improvement of app satisfaction.

Existing studies of Japanese consumers have emphasized the importance of collectivism and risk aversion in Japanese culture. In this paper we examine the relationship between these constructs in new product adoption decisions that involve brand switching. We argue that, for Japanese consumers, the perceived emotional risk of adoption is related to (1) the degree to which a consumer identifies with the brand of his or her current product and (2) the perceived performance, financial, and social risks of switching to an alternative product. We further hypothesize that perceived social risk is positively related to brand identification, perceived performance risk, and perceived financial risk. Finally, we hypothesize that financial risk is positively related to performance risk. We test our hypotheses using data collected in Japan in June 2015. Questionnaire items were adapted from existing, well-validated scales. The Japanese version of the questionnaire was developed by using the standard double translation procedure. The Japanese version of the questionnaire was administered by a marketing research firm to a national panel of respondents stratified by age and gender. The resulting sample consisted of 518 iPad owners from across Japan, of whom approximately half were men. Within each gender category, approximately half of the respondents intended to purchase a new tablet within the next 12 months. Following established SEM procedures, we began by estimating a confirmatory factory analysis model, after which we estimated a structural equation model. In each case, the estimated model satisfied standard evaluation criteria. In general, our findings provide support for the hypothesized model. First, Perceived Performance Risk was positively related with Financial Risk, Social Risk, and Emotional Risk. Second, Financial Risk was positively related with Social Risk. Third, Social Risk was positively related with Emotional Risk. Fourth, Brand Identification was positively related with Social Risk and Emotional Risk. The one hypothesized linkage that was not supported was the relationship between Financial Risk and Emotional Risk. A comparison of coefficient magnitudes reveals several important findings. First, in the Social Risk equation, the coefficient of Performance Risk is significantly larger than the Brand Identification coefficient. Second, within the Emotional Risk equation, the coefficient of Performance Risk is significantly larger than the coefficients of Brand Identification and Financial Risk. Similarly, the coefficient of Social Risk is also significantly larger than the coefficients of Financial Risk and Social Risk.

Resistance switching memory cells were fabricated using atomically dispersed Pt-SiO2 thin film prepared via RF co-sputtering. The memory cell can switch between a low-resistance-state and a high-resistance-state reversibly and reproducibly through applying alternate voltage polarities. Percolated conducting paths are the origin of the low-resistance-state, while trapping electrons in the negative U-center in the Pt-SiO2 interface cause the high-resistance-state. Intermediate resistance-states are obtained through controlling the compliance current, which can be applied to multi-level operation for high memory density. It is found that the resistance value is related to the capacitance of the memory cell: a 265-fold increase in resistance induces a 2.68-fold increase in capacitance. The exponential growth model of the conducting paths can explain the quantitative relationship of resistance-capacitance. The model states that the conducting path generated in the early stage requires a larger area than that generated in the last stage, which results in a larger decrease in the capacitance.

Nam, Sin-Hye. 2015. “The Discourse Functions of Code Switching on SNS texts : focusing on the case of Facebook”. The Sociolinguistic Journal of Korea 23(1). 31~53. This study aims to figure out the discourse functions of code switching which appears in the texts posted on SNS, especially Facebook. In order to satisfy this purpose, this study observed and analysed several individual timeline pages whose owners have a plural language background, but live in a monolingual society. The results are as follows. First, a lot of code switching examples appeared in the observed texts, even though the writer lived in a monolingual society. Second, the unmarked code of the individual writers was their mother language and it was chosen when the posting was about the writer's everyday life and appeared as a longer passage. Third, when the writers chose their marked code, they had at least four particular reasons that were related to discourse functions; including or excluding a particular reader, using more effective words, emphasizing or watering down the implications of the text, and changing the speech act or topic. Finally, these results show that the community on SNS is closer to a plural lingual society rather than a closed monolingual community. On SNS, the users act as if they live in a multi lingual space and perform as plural linguals, although, in the reality, they live in a very monolingual society. And this is one of the important characteristics of a SNS discourse community.