Jieun Kim, Sungjoo Lee and Yongtae Park
The purpose of this paper is to propose the use of a user-centric service map to facilitate the visual exploration and monitoring of user context information for proactive market…
Abstract
Purpose
The purpose of this paper is to propose the use of a user-centric service map to facilitate the visual exploration and monitoring of user context information for proactive market analysis.
Design/methodology/approach
The paper supports a context-based market analysis by developing a user-centric service map which comprehensively visualizes a variety of contexts, users, and services. Empirical data were gathered from service descriptions and reviews of 100 mobile application services in the Apple App Store’s lifestyle and healthcare and fitness categories.
Findings
The user-centric service map supports the analysis of the context information from using various mobile app services, and can therefore be effectively applied for market-segment analysis and user-value analysis.
Practical implications
The user-centric service map involves implications in terms of multi-disciplinary proactive market orientation and data-driven strategy development, allowing firms to respond to changing market conditions in the mobile business promptly and even preemptively.
Originality/value
The initiative uncovering of latent needs through examining context of use have been an important focus of prior work, but little attempt has been presented in the way of frameworks for converting abundant context data into strategic information. The paper provides new methods and procedures to establish and interpret service maps using flexible visual features.
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Gyehee Lee, Osman M. Karatepe, Jieun Kim, Victor Oluwafemi Olorunsola and Taegoo Terry Kim
This paper aimed to propose a research model that investigated job satisfaction (JSAT) and affective organizational commitment (AOC) as the serial mediators linking intercultural…
Abstract
Purpose
This paper aimed to propose a research model that investigated job satisfaction (JSAT) and affective organizational commitment (AOC) as the serial mediators linking intercultural sensitivity (IS) to service-oriented organizational citizenship behavior (SOCB). It also explored sociocultural adaptation (SA) as a moderator of the influence of IS on JSAT.
Design/methodology/approach
Data gathered from Korean cabin attendants employed at Middle Eastern airlines were utilized to gauge the aforementioned relationships via structural equation modeling.
Findings
Cabin attendants high on IS were satisfied with their jobs and therefore exhibited affective commitment to their airline company. Such employees in turn displayed heightened SOCB. SA strengthened the positive influence of IS on JSAT.
Practical implications
The presence of interactive training, scenario-based simulations and cross-cultural communication exercises would enable cabin attendants to manage passengers with different cultural background successfully.
Originality/value
This empirical piece contributes to the pertinent literature by investigating the mechanisms underlying the link between IS and organizationally valued behavioral outcomes such as SOCB. It also enhances the understanding about SA which increases the positive impact of IS on JSAT.
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Ju-Young M. Kang and Jieun Kim
Despite the importance of incorporating social media with customer relationship management (CRM), the implementation of social CRM is still in its initial stages for a majority of…
Abstract
Purpose
Despite the importance of incorporating social media with customer relationship management (CRM), the implementation of social CRM is still in its initial stages for a majority of green brands. The purpose of this paper is to examine whether consumers’ perception-based factors of the online CRM tactics through social media (i.e. perceived marketer-dominated information quality, perceived interaction quality, and perceived service content quality in social media) offered by the green brand were related to the perceived customer retention orientation (CRO) of the green fashion retailer, which was related to patronage intention towards the green retailer, and the moderating effect of green consciousness on the link between perceived CRO of the green retailer and patronage intention.
Design/methodology/approach
Data were collected from social media users (n=631) using a consumer panel via an online survey. Structural equation modelling was employed to test the proposed model and research hypotheses.
Findings
This study found that the perceived CRO of the green retailer was positively related to patronage intention. The perceived marketer-dominated information quality and perceived service content quality in social media were positively related to the perceived CRO of the green retailer. Green consciousness moderated the link between perceived CRO and patronage intention.
Originality/value
First, this study contributes to the further theoretical understanding of the underlying factors that influence customer perception of the CRO of the green retailer and green patronage intention. Second, on a managerial level, this proposed model provides green retailers with beneficial insights into the development of successful social CRM.
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Juanjuan Wu, Hae Won Ju, Jieun Kim, Cara Damminga, Hye-Young Kim and Kim K.P. Johnson
The purpose of this research was to investigate the effect of three virtual fashion stores using product display methods dominant by colour, visual texture and style coordination…
Abstract
Purpose
The purpose of this research was to investigate the effect of three virtual fashion stores using product display methods dominant by colour, visual texture and style coordination on consumers' retailer interest, retail pleasure, perception of merchandise quality, patronage intention, and purchase behaviour to provide empirically tested, actionable product display methods to visual merchandising researchers and practitioners.
Design/methodology/approach
The authors used mixed methods for this exploratory study, combining experimental and focus group methods to gather data. For the experiment, data were collected via a between-subjects design reflecting manipulation of three variables (i.e. colour, style coordination, visual texture). After the experiment, participants completed a self-administered online questionnaire. A segment of the participants also participated in focus group discussions of the virtual stores.
Findings
Participants who shopped in the style coordination store spent significantly more money than those who shopped in colour or visual texture stores. Participants who shopped in the colour store experienced significantly more retail pleasure and showed significantly higher patronage intention than those who shopped in the visual texture and style coordination stores; and they showed more retailer interest than subjects in the visual texture store. Retail pleasure and interest were found to mediate the link between methods of product display and patronage intention. Participants' fashion involvement moderated the relationship between fashion product display methods and retail interest.
Originality/value
This research is one of the first to create three virtual stores featuring product display methods dominant by colour, visual texture, and style coordination using 3D technology – a Mockshop software package. The effect of these different display methods on shoppers' reactions and responses was tested, which provided actionable results for visual merchandising practitioners, not only in the physical but also in the virtual store environment.
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Jieun Kim and Jae-Eun Kim
The purpose of this paper is to investigate what values luxury customers may seek to fulfill during their interaction with salespersons and how perceived value fulfillment may…
Abstract
Purpose
The purpose of this paper is to investigate what values luxury customers may seek to fulfill during their interaction with salespersons and how perceived value fulfillment may impact salesperson loyalty and store loyalty. The paper also examines the moderating effect of the degree of friendship with a salesperson.
Design/methodology/approach
The authors conducted a survey using a close-ended questionnaire. In total, 22 luxury fashion brand stores located in eight of the largest department stores in Seoul, Korea, were selected as the luxury fashion retail context for the research. A total of 220 questionnaires were used for data analysis.
Findings
Fulfillment of self-oriented values had a significant positive influence on store loyalty and fulfillment of stimulation had a significant positive influence on salesperson loyalty. There was significant interaction effect between stimulation and degree of friendship on salesperson loyalty.
Research limitations/implications
The results of this study provide practical implications in the management of customer relationship. An emphasis on qualities of luxury products that are linked to the fulfillment of self-oriented and/or personal values such as superior quality or ability to gain emotional benefits should be warranted for success as a luxury brand or a luxury retailer.
Originality/value
This research is important as it can inform luxury salesperson on how to better meet customer's psychological needs in the context of a selling situation; ultimately contribute to their salesperson loyalty and loyalty to the brand.
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Jae‐Eun Kim and Jieun Kim
The purpose of this paper is to present a comprehensive review of the body of literature concerning human factors in retail environments and their influence on consumers…
Abstract
Purpose
The purpose of this paper is to present a comprehensive review of the body of literature concerning human factors in retail environments and their influence on consumers. Additionally, the authors identify the research gaps in the literature and suggest directions for future research.
Design/methodology/approach
This study uses qualitative approaches to provide a comprehensive review of human factors in retail environments.
Findings
The review is synthesised based on two main categories: the effects of other customers and the effects of sales associates. The influence of other customers, including the number of customers and social relations, is a significant source of human‐related environmental cues. In addition, existing studies support the importance of the number of sales associates, sales associates' physical attributes, and their behavioural characteristics observed in stores.
Practical implications
This study suggests that retailers need to effectively manage, control and manipulate human‐related environmental factors in order to generate a positive influence on consumers' perceptions towards stores and their behaviours.
Originality/value
This study provides a conceptual framework that integrates various human‐related factors in retail environments and their significant insights in the effective management of these factors identified for researchers and retailers.
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The purpose of this paper is to improve the original Brand Luxury Index (BLI) developed by Vigneron and Johnson to provide a practical tool for assessing consumer’s perception of…
Abstract
Purpose
The purpose of this paper is to improve the original Brand Luxury Index (BLI) developed by Vigneron and Johnson to provide a practical tool for assessing consumer’s perception of the luxurious of a brand.
Design/methodology/approach
The original BLI was revised through three stages: an initial scale-item generation employing a qualitative method (i.e. focus group interviews), scale purification process using statistical techniques (i.e. exploratory factor analysis and confirmatory factor analysis (CFA)), and scale verification process using CFA. Data (249 for scale purification, 253 for scale validation) were collected with the help of E-rewards, a marketing research company.
Findings
The modified BLI contains five dimensions (i.e. quality, extended-self, hedonism, accessibility, and tradition). The number of the dimensions remained the same as the original conceptualization (i.e. conspicuousness, uniqueness, quality, hedonism, extended-self), however, the contents of those dimensions differed.
Practical implications
The modified BLI can be used to monitor and manage a prestige brand in the market place. Not only can marketers of prestige brands use the index to assess consumers’ perception of the luxuriousness of their brands but also to position their brand along the desired dimension of luxuriousness.
Originality/value
The modified BLI can be used to measure marketing performance of luxury brands.
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Jieun You, Seonghye Kim, Keunho Kim, Ahro Cho and Wonsup Chang
Human resource development (HRD) research and practice mostly have focused on performance improvement although HRD fundamentally pursues human development as a whole. The purpose…
Abstract
Purpose
Human resource development (HRD) research and practice mostly have focused on performance improvement although HRD fundamentally pursues human development as a whole. The purpose of this study is to conceptualize meaningful work in the context of HRD and provide implications for HRD research and practice.
Design/methodology/approach
This study reviewed the literature on topics such as meaningful work, the meaning of work, workplace spirituality, the value of work and work as a calling, to understand the concept of meaningful work. In addition, this study reviewed existing studies on meaningful work in HRD journals to investigate the current status of meaningful work research within the field of HRD. This study reviewed the related literature such as meaningful work, the meaning of work, workplace spirituality, the value of work and work as a calling, to understand the concept of meaningful work. In addition, this study reviewed the existing studies on meaningful work in HRD journals to investigate the current status of meaningful work research in HRD.
Findings
The findings of this study identified three main themes in conceptualizing meaningful work, namely, positivity; significance and purpose; and human fulfillment. The authors also suggest that the meaningful work discourse in HRD expands a research boundary of HRD and enables a holistic approach to HRD research and practice.
Research limitations/implications
For future research, the authors recommend that HRD research deepens its understanding of meaningful work and its related concepts. They also recommend studies pursuing empirical evidence to reveal the significance of meaningful work.
Originality/value
Given the limited studies on meaningful work in HRD and a lack of understanding of meaningful work, this study proposes a comprehensive understanding of meaningful work, especially within the HRD context. This study also suggests a holistic approach to HRD by stressing a humanistic perspective beyond the performance-oriented HRD.
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Yonjoo Cho, Jieun You, Yuyeon Choi, Jiyoung Ha, Yoon Hee Kim, Jinsook Kim, Sang Hee Kang, Seunghee Lee, Romee Lee and Terri Kim
The purpose of this qualitative study is to explore how highly educated women respond to career chance events in a Korean context where traditional cultural values and…
Abstract
Purpose
The purpose of this qualitative study is to explore how highly educated women respond to career chance events in a Korean context where traditional cultural values and male-dominated organizational culture coexist.
Design/methodology/approach
The authors conducted 50 semi-structured interviews with highly educated women operationalized as women with doctoral degrees in and out of Korea. The authors used a collaborative research process with a team of ten Korean-born researchers who have built consensus on research themes through discussions on the collection and analysis of a large data set, thus reducing the researcher bias issue inherent in qualitative research.
Findings
In an analysis of the interview data collected, the authors report on three themes: before obtaining a doctoral degree, during and after their doctoral study and responses (coping strategies) to chance events in their careers. Highly educated women’s pursuing a doctoral degree was a way to maintain work–life balance in Korea where women are expected to take a primary caregiver role. After obtaining a doctoral degree, participants struggled with limited job opportunities in the male-dominated higher education. Women’s unplanned and unexpected chance events are intertwined with the male-dominated culture in Korea, and career interruptions as such a chance event, whether voluntary or involuntary, happened largely due to family reasons. In this context, highly educated women responded to chance events largely at individual and family levels and articulated the need for support at organizational and government levels.
Research limitations/implications
The study findings confirm the literature that women’s careers are limited by traditional family roles in non-Western countries where strong patriarchal culture is prevalent. Particularly, women’s career interruptions surfaced as a critical chance event that either disrupts or delays their careers largely because of family issues. Future research is called for to identify both individual and contextual factors that influence women’s decisions on voluntary and involuntary career interruptions as their responses to chance events.
Practical implications
Based on highly educated women’s coping strategies largely at individual and family levels, we suggest national human resource development policies put in place not to lose out on the opportunity to develop highly educated women with doctoral degrees as a quality workforce for a nation’s sustainable economic growth. Additionally, organizations need to be aligned with the government policies and programs for the provision of developmental programs for women in the workplace, beginning with highly educated women’s career planning, while creating organizational culture to promote gender equality as a long-term goal.
Originality/value
The participants’ voluntary career breaks helped them care for their children, be involved in their children’s education, reflect on work–life balance after having long hours of work for many years and move forward with personal satisfaction. Voluntary career breaks can be understood as highly educated women’s unique way of responding to chance events.
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Wenna Han, Hanna Lee, Yingjiao Xu and Yang Cheng
The COVID-19 outbreak has been accompanied by a massive “infodemic”, characterized by an overabundance of information, both accurate and inaccurate, making it hard for people to…
Abstract
Purpose
The COVID-19 outbreak has been accompanied by a massive “infodemic”, characterized by an overabundance of information, both accurate and inaccurate, making it hard for people to find trustworthy sources and reliable guidance. This study aims to investigate how the COVID-19 infodemic (i.e. information overload and untrustworthiness) influences consumers’ emotions (i.e. fear, anxiety and hope) by shaping their cognitive appraisals of the pandemic (i.e. perceived risk and uncertainty). Additionally, this study also investigates how individual differences (i.e. COVID-19 involvement and infection experience) impact their emotion formation process.
Design/methodology/approach
Data were collected from 815 US consumers aged between 18 and 65 in November 2021 via an online survey. Structural equation modeling and multi-group comparison from AMOS 23 were used to test the proposed relationships.
Findings
Information overload increased one’s perceived risk and perceived uncertainty of COVID-19, which, in turn, structured the emotional states of fear, anxiety and hope. Information untrustworthiness had a significant impact on risk perception, which led to an increased feeling of fear. Additionally, individuals’ COVID-19 involvement and their infection experience with the coronavirus were found to moderate the cognitive appraisal process in developing emotions.
Originality/value
This study offers insights into the relationships between the information landscape and cognitive appraisals regarding health crises, specifically the COVID-19 pandemic. Not only enriching emotional well-being literature, it also lends managerial implications for effective communication strategies in global health emergencies.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-12-2023-0616