Hyun Sik Kim and Beomjoon Choi
This research paper aims to examine the power of customer-to-customer (C2C) oriented self-service technology (SST) in enhancing customers’ perceived C2C interaction qualities in…
Abstract
Purpose
This research paper aims to examine the power of customer-to-customer (C2C) oriented self-service technology (SST) in enhancing customers’ perceived C2C interaction qualities in collectively interactive service settings where C2C interactions are crucial for value co-creation.
Design/methodology/approach
The authors collected survey data within a collectively interactive service setting (massively multiplayer online role-playing games, MMORPGs) to test hypotheses. The data were analyzed using partial least squares structural equation modeling (PLS-SEM).
Findings
The results reveal that C2CSST attributes (enjoyment, usefulness) significantly influence users’ perceived C2C interaction qualities (friend-, neighboring customer-, audience-interaction quality).
Research limitations/implications
The current research theoretically proposes and empirically validates new relational links from C2CSST attributes (enjoyment, usefulness) to each online C2C interaction quality in a collectively interactive service setting (MMORPG). However, future studies may need to explore further antecedents of each C2C interaction quality to help enhance the understanding of the model suggested.
Practical implications
The results of this study provide important guidance for designers looking to incorporate SST into collectively interactive services. Collectively interactive service providers should promote C2CSST attributes (enjoyment, usefulness) so that the users experience better C2C interactions, which may lead to customer-firm affection and loyalty.
Originality/value
Via the study, the present paper proposes a customized subcategory of self-service technology (C2CSST) and posits that the C2CSST attributes (enjoyment, usefulness) can be key managing targets for enhancing C2C interactions. To the best of the authors’ knowledge, this research is one of the first SST studies to explore the role of C2CSSTs as enablers of C2C interactions, extending the SST literature.
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Hyun Sik Kim and Beomjoon Choi
Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a…
Abstract
Purpose
Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a critical component of customer experience quality in mass service settings – has seldom been spotlighted. This paper aims to propose and test a theoretical model of the relationship among three types of customer-to-customer interaction quality (friend-interaction, neighboring customer-interaction and audience-interaction) and customer experience quality. They also examine these variables’ effects on customer citizenship behavior in mass service settings.
Design/methodology/approach
The authors collected data through a self-administered survey. The proposed relationships were tested using structural equation modeling.
Findings
Friend-interaction and audience-interaction quality perceptions significantly influence customer experience quality, with neighboring customer-interaction quality perception significant only for low communication quality. We find that enhancing customer experience quality is crucial to promoting citizenship behavior in mass service settings.
Practical implications
Neighboring customer-interaction quality perception has a significant effect on customer experience quality, particularly in a low communication quality situation. Therefore, service marketers should provide effective neighboring customer-interaction management schemes to enhance experience quality together with friend-interaction and audience-interaction management schemes when customers experience low communication quality. Additionally, service marketers should focus on enhancing communication quality only when anticipating low neighboring customer-interaction quality.
Originality/value
The findings highlight the effects of three types of customer-to-customer interaction quality on customer citizenship behavior through experience quality perception in mass service settings, and the effect of neighboring customer-interaction quality perception on customer experience quality, moderated by communication quality.
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Beomjoon Choi and Hyun Sik Kim
The current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention…
Abstract
Purpose
The current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention emotions.
Design/methodology/approach
In order to test the model, we gathered self-administered data through an online survey. The relationships were examined using structural equation modelling (SEM).
Findings
The findings show that the influence of customer-to-customer interaction quality on promotion/prevention emotion varies: friend-interaction quality evokes both promotion emotion (high-arousal feelings) and prevention emotion (low-arousal feelings), whereas neighbouring customer-interaction quality elicits promotion emotion, and audience-interaction quality elicits prevention emotion. Moreover, the findings show that enhancing both promotion and prevention emotions is crucial to improve customer attitudinal loyalty in mass service settings, and the strength of the link from promotion emotion to attitudinal loyalty is stronger than that from prevention emotion.
Practical implications
The authors suggest that marketers should focus on facilitating effective friend- and neighbouring customer-interaction to enhance promotion emotion.
Originality/value
The paper contributes to a stream of research on customer-to-customer interaction by exploring the relative influences of three kinds of customer-to-customer interaction quality on customer attitudinal loyalty via post-consumption emotions.
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Beomjoon Choi and Hyun Sik Kim
This study aims to investigate the impact of three types of online customer-to-customer interaction qualities on customers' participation intention through customer–firm affection…
Abstract
Purpose
This study aims to investigate the impact of three types of online customer-to-customer interaction qualities on customers' participation intention through customer–firm affection in online mass service contexts to address the influence of several types of intercustomer interactions.
Design/methodology/approach
The data were amassed using retrospective experience sampling. The hypothesized relationships were examined utilizing structural equation modeling.
Findings
The results demonstrate that the perceived quality of the friend-interaction (e.g. [non-]verbal online interaction with friends), neighboring customer-interaction (e.g. [non-]verbal online interaction with stranger users) and the audience-interaction (crowding) has a significant impact upon customer participation intention, mediated by customer–firm affection.
Research limitations/implications
This research was performed in the situation of online mass services (e.g. massively multiplayer online role-playing games). Future studies could extend the findings by conducting further studies across various types of services and by comparing results across different categories of mass services (e.g. hedonic vs utilitarian).
Practical implications
Online mass service marketers should focus on facilitating all three types of online customer-to-customer interactions (i.e. friend-, neighboring customer-, and audience-interaction). For example, online game developers may need to require users to communicate and collaborate with not only friends but also stranger users to progress and succeed in online multiplayer games.
Originality/value
The current study differs from prior research by addressing the influences of not only online intercustomer interaction qualities but also customer–firm affection on customer participation intention.
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Young-Myon Lee and Michael Byungnam Lee
While the origin of Korean Industrial Relations goes back 150 years when the country opened its seaports to foreign countries, it didn’t emerge as a field of study until 1950s…
Abstract
While the origin of Korean Industrial Relations goes back 150 years when the country opened its seaports to foreign countries, it didn’t emerge as a field of study until 1950s when academics began to write books and papers on the Korean labor movement, labor laws, and labor economics. In this paper, we sketch this history and describe important events and people that contributed to the development of industrial relations in Korea. Korean industrial relations in the early 20th century were significantly distorted by the 35-year-Japanese colonial rule (1910–1945). After regaining its independence, the U.S. backed, growth-oriented, military-based, authoritarian Korean government followed suit and consistently suppressed organized labor until 1987. Finally, the 1987 Great Labor Offensive allowed the labor movement to flourish in a democratized society. Three groups were especially influential in the field of industrial relations in the early 1960s: labor activists, religious leaders, and university faculty. Since then, numerous scholars have published books and papers on Korean industrial relations, whose perspectives, goals, and processes are still being debated and argued. The Korean Industrial Relations Association (KIRA) was formed on March 25, 1990 and many other academic and practitioner associations have also come into being since then. The future of industrial relations as a field of study in Korea does not seem bright, however. Issues regarding organized labor are losing attention because of a steadily shrinking unionization rate, changing societal attitude toward labor unions, and the enactment of new and improved laws and regulations regarding employment relationships more broadly. Thus, we suggest that emerging issues such as contingent workers, works councils and tripartite partnership, conflict management, and human rights will be addressed by the field of industrial relations in Korea only if this field breaks with its traditional focus on union and union–management relations.
The purpose of this paper is to show, with concrete cases, how to forgo or substantially moderate strategy that is structured within action plans: moves to alleviate coping with…
Abstract
Purpose
The purpose of this paper is to show, with concrete cases, how to forgo or substantially moderate strategy that is structured within action plans: moves to alleviate coping with obstacles encountered in programme execution.
Design/methodology/approach
The paper presents a series of real‐life examples of planned withdrawal – or not – from situations clearly uneconomic, unable to meet their original purposes, counterproductive, or otherwise a futile allocation of resources and effort.
Findings
The paper finds that studied protection can spell out beforehand, with foresight and determination (and often, due expression of trust), the success of an undertaking.
Research limitations/implications
Getting the future right often seems more difficult than getting it wrong.
Originality/value
Planners, strategists and designers should profit from the types of examples reviewed to confirm the solidity of their own procedural foresight.
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Beom Joon Choi and Hyun Sik Kim
Creating superior customer satisfaction has been considered one of the keys to the firm's success and hence, the antecedents of customer satisfaction have been examined numerous…
Abstract
Purpose
Creating superior customer satisfaction has been considered one of the keys to the firm's success and hence, the antecedents of customer satisfaction have been examined numerous times. However, the link between customer satisfaction and peer‐to‐peer quality, which is deemed a critical component of customer experience quality, has not been spotlighted despite its importance. The purpose of this paper is to propose and test a theoretical model of the relationship among outcome quality, interaction quality, peer‐to‐peer quality, and customer satisfaction as well as these variables’ impacts on customer loyalty.
Design/methodology/approach
To test the model, the authors conducted a survey and collected self‐administered data for data analysis. The proposed relationships were then tested using structural equation modeling.
Findings
The findings indicate that outcome quality, interaction quality, and peer‐to‐peer quality perceptions significantly influence customer satisfaction, which, in turn, greatly influences customer loyalty. This study shows that outcome quality, interaction quality, and peer‐to‐peer quality should be considered pivotal elements in creating customer satisfaction and that customer satisfaction should be treated as a strategic variable to enhance customer loyalty.
Originality/value
The present study examines the role of familiarity as a moderating variable, finding that outcome quality has a significant influence on customer satisfaction only when patients are familiar with services provided by a hospital. That is, the influence of outcome quality on customer satisfaction becomes greater as customers become more familiar with hospital services, which are characterized as credence services. The finding is noteworthy in that it expands our understanding of the relationship between outcome quality and customer satisfaction.
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Jun Sik Kim and Sol Kim
This paper investigates a retrospective on the Journal of Derivatives and Quantitative Studies (JDQS) on its 30th anniversary based on bibliometric. JDQSs yearly publications…
Abstract
This paper investigates a retrospective on the Journal of Derivatives and Quantitative Studies (JDQS) on its 30th anniversary based on bibliometric. JDQSs yearly publications, citations, impact factors, and centrality indices grew up in early 2010s, and diminished in 2020. Keyword network analysis reveals the JDQS's main keywords including behavioral finance, implied volatility, information asymmetry, price discovery, KOSPI200 futures, volatility, and KOSPI200 options. Citations of JDQS articles are mainly driven by article age, demeaned age squared, conference, nonacademic authors and language. In comparison between number of views and downloads for JDQS articles, we find that recent changes in publisher and editorial and publishing policies have increased visibility of JDQS.