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간톨가 오란델가,배병렬,이지원 한국산업경제학회 2015 산업경제연구 Vol.28 No.1
Most research on crowding has focused on the negative aspects of crowding in a retail setting. This paper provides a conceptual model that gives insight in the effects of perceived retail crowding on consumer store patronage intension through mediation of emotions (i.e., pleasure, arousal and dominance) and store satisfaction in supermarket. For the purpose of achieving these research objectives, mall intercept interview was conducted on 205 supermarket consumers in J city, Korea. The proposed structural relationship among perceived retail crowding, emotions, store satisfaction and patronage intention were analyzed by using structural equation modeling with SmartPLS 3.0 Also, we explored the underlying moderating effects of tolerance level for crowding and shopping motivation on store patronage intention. The results of this study demonstrated the effectiveness of the proposed model in the relationship of perceived retail crowding-emotions-store satisfaction-patronage intention under actual retail setting. The study found that the effect of perceived retail crowding on store satisfaction is mediated by the emotional dimension of arousal, and emotions (i.e., pleasure, arousal and dominance) on patronage intention mediated by store satisfaction. Significant moderating effects of utilitarian shopping motivation on patronage intention was found for pleasure, also hedonic shopping motivation on patronage intention was found for arousal and dominance. Moderating effect of tolerance level for crowding doesn't exist between perceived crowding and emotions.
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간톨가 오란델가,배병렬,이동수 한국산업경제학회 2016 산업경제연구 Vol.29 No.3
In this article, we explore how CSR factors(i.e., consumer protection, philanthropic responsibility, ethical responsibility, and environmental contribution) influence on customer satisfaction and loyalty through the mediating effects of corporate image and reputation in Korean context. This study used Amos 21 to test the hypotheses. Questionnaires were distributed to 240 customers of the case companies(i.e., Samsung electronics, LG electronics and Hyundai motors). The findings show that CSR activities positively affect corporate image and reputation except environmental responsibility on reputation. CSR positively affects customer satisfaction and mediated by corporate image, and reputation. Customer satisfaction positively affects customer loyalty. The importance order of CSR factors are as follows: consumer protection, philanthropic responsibility, ethical responsibility, and environmental contribution. The significant moderating effect of switching costs on the relationship between customer satisfaction and loyalty was found. We describe the managerial implications based on research analysis results.
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