The Influence of E-commerce Logistics Service Quality on Customer Engagement Behavior

Dongxu ZHANG(Dongxu ZHANG),Zhuoqi TENG(Zhuoqi TENG),Mufeng LI(Mufeng LI),Renhong WU(Renhong WU) 국제융합경영학회 2023 융합경영연구 Vol.11 No.2

Purpose: With the rapid development of e-commerce, logistics services, as an important part of e-commerce shopping, have gradually attracted people's attention. Customer engagement behavior is a new topic in marketing, and its connotation is still being explored. The purpose of this paper is to study the relationship between logistics service quality and customer engagement behavior. Research design, data and methodology: This study employed the method of online questionnaire survey, with Chinese e-commerce platform users as the survey objects, 248 valid survey sample data were collected, and the method of factor analysis and structural equation model analysis was used to verify the research hypothesis model constructed in this paper. Results: The four dimensions of e-commerce logistics service quality have different influences on customer satisfaction, and the influence of availability on customer satisfaction is not significant. Convenience, assurance, and security have a significant positive impact on customer satisfaction; Customer satisfaction has a significant positive impact on the three dimensions of customer engagement behavior: customer repeat purchase behavior, online word-of-mouth, and customer referrals. Conclusion: The results of this study will provide useful reference for the managers of e-commerce companies to improve customer engagement behavior by improving the logistics service quality.

Preferences for Specific Identity-based Message Type under A Chinese Cultural Background

CHEN, Chang,TENG, Zhuoqi,CHOI, Nak-Hwan Korea Distribution Science Association 2021 The Journal of Asian Finance, Economics and Busine Vol.8 No.2

The current research aims to explore which type of identity-based message can be more persuasive for Chinese consumers to form positive restaurant brand attitude based on their cultural orientation, and to examine the roles of brand objective relevance and psychological power state in the persuasive process. The study employs a 2(identity expression focus: warmth vs. competence) × 2(message description manner: identity-defining vs. identity-referencing) × 2(experienced power state: high vs. low) between-subjects design, and conducts an online survey where 240 Chinese participants in total has responded to the questionnaires. SPSS and AMOS programs have been used to examine the hypotheses. The findings suggest that, first, the warmth-focused messages (identity-defining messages) more positively affected Chinese consumers' object relevance than the competence-focused messages (identity-referencing messages); Second, high power-experienced Chinese consumers rather than low power consumers tend to perceive more object relevance at the warmth self-defining messages; Third, brand object relevance revealed a mediation effect in the process of the warmth-focused messages (identity-defining messages) affecting brand attitude. This research offers new insight into the relationships between consumers' cultural orientation, understandings of power, and identity-based consumer behavior, suggesting marketers should take those social influences and consumer diversities into account when developing the message to persuade consumers.

Causes of Social Identity Threats and Identity-consistent Product Consumption

Nak-Hwan Choi,Zhuoqi Teng,Fanyi Ding 한국무역연구원 2018 무역연구 Vol.14 No.4

In view of consumers’ responses to social identity threats, present research aimed at exploring the moderation effects of the extent to which consumers identify with their in-group as causes of inducing social identity threats on symbolic product choice. Using questionnaire data from 572 Chinese students, this study found results as follows. When consumers consider that a threat is caused by an out-group, consumers with high identification with their in-group were more likely to choose the in-group-symbolic product from among the three alternatives, in-group-symbolic product, out-group-symbolic product, and famous brand product, than those with low identification with the in-group. When the threat was considered to be caused by the in-group, consumers with high identification with their in-group were more likely to choose the in-group-symbolic product from among the three products, whereas those with low identification with the in-group were more likely to choose the famous brand product from among the three.

Government–Business Relations and Corporate Cash Holdings: Evidence from China

Gao Yu,Cai Yan,Teng Zhuoqi,Fang Yuantao 한국증권학회 2022 Asia-Pacific Journal of Financial Studies Vol.51 No.6

This study employs data of Chinese firms between 2017–2019 to explore how government–business relations affect corporate cash holdings. We find that healthy government– business relations have a significantly positive impact on corporate cash holdings. The mechanism test 2 reveals that the former affects the latter through the channel of investment opportunities. Furthermore, product market competition positively moderates the relationship between government–business relations and corporate cash holdings, but financial constraints negatively moderate this relationship.The results of our research have implications for the government to optimize the quality of governance and for enterprises to adjust their business strategies

Effects of Performance, Imagery and Regulatory Focus on Customer Engagement

Nak-Hwan Choi,Quynh Mai Nguyen,Zhuoqi Teng 한국유통과학회 2019 유통과학연구 Vol.17 No.1

Purpose - Current study aimed at investigating customer experience types (gain vs. loss avoidance performance experience and hedonic vs. reliability imagery experience) and their influences on satisfaction and positive emotion as antecedents of customer engagement. It also explored moderation role of regulatory focus in the influence of each experience type on satisfaction and positive emotion. Research design, data, and methodology - 416 Vietnamese local tourists were selected to test hypotheses by structural equation model in AMOS 21.0. Results - First, customers actually achieving gain or avoiding loss are more satisfied. Second, customers with hedonic and reliability imagery experience feel more positive emotion. Third, both positive emotion and satisfaction have positive influences on customer engagement. Last, regulatory focus moderates the positive effects of either gain or loss avoidance performance experience on satisfaction and also moderates the positive effects of either hedonic or reliability imagery experience on positive emotion. Conclusions - Focusing on both cognitive satisfaction and affective emotion resulted from experience, this study could advance customer engagement theory. Managerially, brand managers should induce gain performance and hedonic imagery experience (loss avoidance performance and reliability imagery experience) from promotion (prevention)-focused customers to enhance their engagement.

The Mediators in the Effect of Social Identity Distinctiveness on Attitude towards Product Preferred by the In-Group Expended

Choi, Nak Hwan(최낙환),NARAN BADRAL(버드랄나랑),ZHUOQI TENG(등탁기) 한국산업경제학회 2020 산업경제연구 Vol.33 No.1

이 연구는 사회적 아이덴티티 독특성을 느낀 소비자가 친밀집단과의 동석욕구에 의해 내집단의 영역을 확장하여 확장된 내집단이 선호하는 제품에 대한 긍정적인 태도를 형성하는 과정을 연구하였다. 한국에 유학을 온 151명의 중국학생을 대상으로 설문조사를 하여 자료를 수집하고 Amos22.0의 구조방정식모형으로 분석하여 결과를 도출하였다. 첫째, 사회적 아이덴티티의 독특성은 친밀집단과 동석하려는 욕구를 증가시켰다. 둘째, 친밀집단과 동석욕구는 내집단의 영역을 확장시켰다. 셋째, 내집단 영역의 확장은 확장된 내집단이 선호하는 제품에 대한 태도에 긍정적인 영향을 주었다. 종합적으로, 확장된 내집단이 선호하는 제품에 대한 태도에 사회적 아이덴티티의 영향과정에 친밀집단과 동석욕구와 내집단의 영역을 확장이 매개역할을 하는 것으로 분석되었다. 따라서 마케터는, 사회적 아이덴티티의 독특성을 느끼는 소비자에게, 그 소비자와 유사한 특성을 갖고 있는 집단을 파악하고 그 집단이 선호하는 자신의 제품을 식별하여, 접근해야 한다. Current study aimed at investigating whether consumers who feel social identity distinctiveness will feel the desire of being together with intimacy group and expand their in-group boundary to change their attitude towards the products preferred by their in-group expanded. 151 Chinese students in South Korea participated in the questionnaire survey, and structural equation model of AMOS 22.0 was used to test hypotheses, which showed the following results. First, the social identity distinctiveness increased the desire to be together with intimacy group. Second, the desire expanded their social in-group boundary. Third, the expansion of in-group boundary induced the positive attitude towards the product preferred by the in-group expanded. Managerially, marketers should try to make their efforts to find the group who have characteristics similar to the consumers who feel the social identity distinctiveness, and should approach them by their products preferred by the members of the in-group expanded.

Roles of Social Identity Verification in the Effects of Symbolic and Evaluation Relevance on Chinese Consumers’ Brand Attitude

Nak-Hwan Choi,Huimin Xu,Zhuoqi Teng 한국유통과학회 2018 Asian Journal of Business Environment (AJBE) Vol.8 No.4

Purpose - Current study aimed at investigating the symbolic and evaluation relevance to global luxury brands as the causes of inducing social identity verification, and also explored whether the social identity verification will affect the attitude toward the brands. Research design, data, and methodology - 323 questionaries from Chinese consumers were used to test hypotheses by structural equation model of AMOS 22.0. Results - First, social identity verification positively affected on the brand attitude. Second, both the symbolic relevance and the evaluation relevance positively affected on social identity verification. Third, the mediation roles of social identity verification were identified. Social identity verification played a full mediation role in the effect of the symbolic relevance on the brand attitude, and played a partial mediation role in the effect of the evaluation relevance on the brand attitude. Conclusions - This study could contribute to the advancement of theory concerned with the roles of consumers’ social identity verification which induces positive attitude toward the global luxury brands. Global brand managers in China should try to search ways by which consumers can feel both the symbolic relevance and evaluation relevance to their luxury brands, and should make efforts to improve the symbolic relevance and evaluation relevance to their brand.

Social Comparison Information, Ethnocentrism, National Identity Associated with Purchase Intention in China

Yuantao Fang,Han-Mo OH,Ki-Chang YOON,Zhuoqi Teng 한국유통과학회 2019 유통과학연구 Vol.17 No.5

Purpose – The purpose of our study is to provide an understanding of the relationships among consumer attention to social comparison information (ATSCI), consumer ethnocentrism (CET), national identity (NI), and consumer purchase intention to domestic brands (PIDB). Drawing on the social comparison theory (SCT) and social identity theory (SIT), we developed a model that is empirically testable and explains consumer behavior of domestic brands and products. Research design, data, and methodology – The conceptual framework was tested with primary data collected through a survey in China. Structural equation modeling was employed to test hypotheses. Results – The results from empirical analyses indicated that the ATSCI positively influenced CET and NI, and CET and NI affect consumer PIDB. In addition, the mediating effects of CET and NI on the relationship between ATSCI and PIDB were identified. Nonetheless, little direct impact of ATSCI on PIDB was reported. Conclusions – We suggested that international marketers use given information to attract consumer attention and develop appropriate promotions, especially for Chinese young generations that would pay much attention to social comparison information in their purchase decisions. Our study originally connected one socio-psychological antecedent, ATSCI, with CET and NI and estimated the relationships among the three antecedents and their effects on PIDB in order to predict consumer behavior in China.