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Article
Publication date: 19 June 2019

Huifeng Pan and Hong-Youl Ha

Changes in consumers’ awareness of interest rates (deposits and loans) are important for making financial decisions, particularly in the banking industry. However, little…

Abstract

Purpose

Changes in consumers’ awareness of interest rates (deposits and loans) are important for making financial decisions, particularly in the banking industry. However, little is known about the effect of consumer awareness on customer orientation and loyalty. The purpose of this paper is to examine how changes in consumers’ awareness of interest rates in Korea can influence customer loyalty, considering banks’ efforts to improve customer orientation. The authors explicitly rationalize the fact that consumers’ awareness of interest rates can play an important role in moderating the strength of the relationship between customer orientation and loyalty.

Design/methodology/approach

The data were collected from participants (n=327) who had made banking transactions based on their real income in Seoul. Participants mainly focused on personal loans and debts, and most people had banked with a specific bank (one of the main Korean banks) for longer than three years. The authors tested the effect of interest rates using two methodologies, namely, a field study using SEM and an experimental design.

Findings

The study tested these relationships with survey data and two simulated experiments. The findings indicated that the influence of customer orientation on customer loyalty decreased with the increase in loan interest rate awareness. Moreover, the customer orientation-loyalty link weakened with the increase in awareness of central bank base rates. Conversely, the awareness that loan rates were decreasing strengthened the relationship.

Research limitations/implications

Banks need to know the importance of periodic consultation services with valuable consumers who transact with one or more banks because changes in the consumer awareness of interest rates influence customer loyalty (or switching behavior), particularly when their awareness of loan interest rates increases.

Originality/value

This paper is, to the best of the authors’ knowledge, the first to investigate the consequence of such a change in consumers’ awareness of both deposit and loan interest rates with regard to the relationship between customer orientation and loyalty.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

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Article
Publication date: 8 August 2016

Hong-Youl Ha

This study aims to assess how continuous outcomes of brand personality vary as a function of time and other predictors. Specifically, the author investigates the roles of…

Abstract

Purpose

This study aims to assess how continuous outcomes of brand personality vary as a function of time and other predictors. Specifically, the author investigates the roles of brand trust on the direct influence of brand personality, resulting in brand loyalty.

Design/methodology/approach

Using a longitudinal study of online travel consumers, the author demonstrates that the process of brand evolution is related to the investigation of both temporal and carryover effects.

Findings

The findings show that the effect of the brand personality–brand trust linkage decreases over time and leads to the re-evaluation of three dimensions of brand personality when changes in consumers’ perceptions are involved in brand evaluations. Another interesting finding is that the carryover effects of these three dimensions of brand personality are much stronger and stable than the effects of brand personality and brand loyalty. Furthermore, this research uncovers the important boundary conditions for the effects of brand trust on the brand personality–brand loyalty linkage.

Originality/value

This study contributes to the growing literature on tourism management by examining both temporal and carryover effects and using the longitudinal approach. Thus, our study extends prior findings by examining the dynamics of brand personality as determinants of brand loyalty as they develop over time.

Details

Journal of Services Marketing, vol. 30 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 6 August 2018

Hong-Youl Ha and Huifeng Pan

The purpose of this paper is to develop and test a dynamic model of security-based consumer purchasing intentions and empirically addresses gaps in online purchasing…

Abstract

Purpose

The purpose of this paper is to develop and test a dynamic model of security-based consumer purchasing intentions and empirically addresses gaps in online purchasing theory by examining how loyalty intention may become stronger or weaker over time as a result of prior relationship evaluations.

Design/methodology/approach

Using a longitudinal study (three-time waves) of commercial website consumers, the authors investigate the proposed model by depicting the relationships among perceived security, perceived risk, website trust and loyalty intentions.

Findings

The results show that two relationships, namely the perceived security-perceived risk link and the perceived risk-website trust link, which have been little investigated on a longitudinal basis in previous studies, change over time. Interestingly, while social network service (SNS) information perceptions do not have direct effects on perceived risk or loyalty intention, the relationships in which either perceived security and website trust are involved are more important for positively improving perceived security and building website trust.

Practical implications

The authors suggest that managers may actually benefit from handling SNS information or social communities by delivering well-designed information at strategic stages, targeting key constructs.

Originality/value

The research contributes to the establishment and testing of temporal carryover effects of various online purchasing-related constructs: perceived security, perceived risk, trust and loyalty intention. More specifically, the longitudinal approach provides new insights regarding the role, potential impact and limitations of two types of perception. It thus highlights how understanding loyalty intention requires reevaluating consumer perceptions as consumers’ judgments evolve.

Details

Internet Research, vol. 28 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 11 July 2016

Yongkyun Chung and Hong-Youl Ha

The purpose of this paper is to identify the determinants of arbitrator acceptability and investigate whether the perceived costs of arbitration moderate the relationship…

Abstract

Purpose

The purpose of this paper is to identify the determinants of arbitrator acceptability and investigate whether the perceived costs of arbitration moderate the relationship between arbitrator acceptability and arbitrator characteristics in international commercial arbitration.

Design/methodology/approach

A two-stage analytic process is used to test the dimensionality, reliability and validity of each construct and then the proposed hypotheses.

Findings

The findings show that the five constructs of arbitrator characteristics – reputation, practical expertise, legal expertise, experience and procedural justice – statistically significantly explain arbitrator acceptability. Moreover, perceived cost of arbitration moderates the relationship between arbitrator acceptability and arbitrator characteristics. However, the moderating effect of perceived costs of arbitration is not equal across characteristics.

Research limitations/implications

Knowledge regarding potential moderators of the strength of the indicators of arbitrator acceptability will be useful to future researchers in determining which variables to study in arbitrator selection research.

Practical implications

Useful guidelines in the selection of an international arbitrator are proposed.

Originality/value

This study contributes to arbitrator acceptability literature through the suggestion of a hypothesized model of arbitrator acceptability with auxiliary hypothesis of reputation in international contexts. In addition, this study investigates the moderating role of perceived cost of arbitration on the relationship between arbitrator acceptability and arbitrator characteristics.

Details

International Journal of Conflict Management, vol. 27 no. 3
Type: Research Article
ISSN: 1044-4068

Keywords

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Article
Publication date: 4 December 2017

Hong-Youl Ha, Jang-Gyem Kim and Yongkyun Chung

The purpose of this paper is to select the best model among alternative models explaining the relationship maintenance in mediation.

Abstract

Purpose

The purpose of this paper is to select the best model among alternative models explaining the relationship maintenance in mediation.

Design/methodology/approach

Four alternative models are employed in order to select best fit model through the test of each construct using Korean and Indonesian firm data.

Findings

The settlement model out of four alternative models is the best fit model in both Korea and Indonesia. The nexus of experience-settlement is not similar between Korea and Indonesia. The nexus of cost-saving-settlement is similar between two countries.

Practical implications

The field manager and policy maker get useful information from the findings. In particular, Korea and Indonesia belong to different cultural clusters.

Originality/value

This study contributes to the mediation literature through the suggestion of hypothesized model of relationship maintenance intention in mediation.

Details

Journal of Korea Trade, vol. 21 no. 4
Type: Research Article
ISSN: 1229-828X

Keywords

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Article
Publication date: 16 October 2017

Huifeng Pan, Man-Su Kang and Hong-Youl Ha

Although the study of credit ratings has focused on traditional credit bureau resources, scholars have recently emphasized the importance of big data. The purpose of this…

Abstract

Purpose

Although the study of credit ratings has focused on traditional credit bureau resources, scholars have recently emphasized the importance of big data. The purpose of this paper is to examine both how these data affect the credit evaluations of small businesses and how financial managers use them to stabilize their risks.

Design/methodology/approach

Using data from 97,889 data points for normal guarantees and 1,678 data points for accidents in public funds, the authors explore the effects of trade area grades as well as the superiority of the use of big data when evaluating credit ratings for small businesses.

Findings

The results indicate that the grade information of trade areas is useful in predicting accident rates, particularly for small businesses with high credit scores (AAA-A). On the other hand, the accident rates of small businesses with low credit scores increased from 3.15-16.67 to 3.20-33.3 percent. These findings demonstrate that accident rates for the businesses with high credit scores decrease, but accident rates for businesses with low credit scores increase when using the grades of trade areas.

Originality/value

The authors contribute to the literature in two ways. First, this study provides one of the first investigations on information on trade areas through public financial perspectives, thereby extending the financial risk and retail literature. Second, the current study extends the research on the credit evaluation of small businesses through the big data application of real transaction-based trade areas, answering the call of Park et al. (2012), who recommended an exploration of the relationship between business start-ups and financial risk.

Details

Management Decision, vol. 55 no. 9
Type: Research Article
ISSN: 0025-1747

Keywords

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Article
Publication date: 18 May 2020

Hong-Youl Ha and Philip J. Kitchen

This paper aims to examine how customers encounter consumption-based evolution between mobile and offline platforms together with temporal and crossover effects. Counter…

Abstract

Purpose

This paper aims to examine how customers encounter consumption-based evolution between mobile and offline platforms together with temporal and crossover effects. Counter to research on customer satisfaction theory, which shows that satisfaction directly affects loyalty, the authors show that when shopping between mobile and offline platforms, customers differently evaluate loyalty compared to the traditional satisfaction and loyalty approach. Also, customers differently evaluate three types of service quality from online to offline (O2O) platforms and response dynamically to firm satisfaction and loyalty.

Design/methodology/approach

This study tests temporal, carryover and crossover effects using longitudinal data sets.

Findings

From crossover loyalty shifts, the findings show that the relationship between offline provider satisfaction (OS) and mobile provider loyalty (ML) during consumption periods is consistently significant with similar impact. However, mobile provider satisfaction (MS) during the same periods does not impact offline provider loyalty (OL) in the same manner, but differs considerably in terms of pattern of influence. Specifically, the findings show that this crossover effect increases over time even though statistical impact is insignificant. Thus, the carryover loyalty shift has a positive impact when it originally occurs in the offline platform but differs significantly when it originates via the mobile platform. Practical implications – this study offers valuable guidance to managers on how O2O platform-centric firms try to enhance satisfaction with consumption system that links to three types of service quality and loyalty.

Research limitations/implications

This study offers valuable insights into offline and ML. This is seen, however, as an experimental study and further research using the same method would enable cross-cultural comparators.

Practical implications

Insights can be drawn from the findings, enabling comparisons relative to service quality-satisfaction-loyalty linkage across dual platforms. The idea of evolution and progression over time is particular pertinent to business practice assuming data sets are gathered, maintained and analyzed.

Originality/value

Insights can be used from the research findings, including but not limited to comparing the service quality-satisfaction-loyalty linkage across dual platforms and providing firms with an explanation of temporal evolution.

Details

European Journal of Marketing, vol. 54 no. 6
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 29 July 2014

Hong-Youl Ha and Swinder Janda

The purpose of this paper is to employ a cross-cultural perspective to propose and empirically evaluate four models focusing on the role of satisfaction and trust in the…

Abstract

Purpose

The purpose of this paper is to employ a cross-cultural perspective to propose and empirically evaluate four models focusing on the role of satisfaction and trust in the formation of online travel purchase intentions.

Design/methodology/approach

A proposed model is compared with three alternative models of the relationships among, and impact of, independent variables on purchase intentions. Data from South Korea and UK are used to examine the proposed relationship and select the best model among four alternative models.

Findings

Results suggest that there are significant differences as well as similarities across consumers in South Korea and the UK. Customized information has a direct affect on both satisfaction and trust. The effect of satisfaction on purchase intentions is mediated by attitude toward web site only in the UK sample, while it has direct and indirect effects on purchase intentions in the South Korean sample. However, the relationship between trust and purchase intentions is not supported in both data sets.

Originality/value

This study proposes four alternative models that include customized information as a key variable influencing purchase intentions. Hierarchical structural model analysis is utilized to evaluate these models and select the best fitting model.

Details

Internet Research, vol. 24 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 6 May 2014

Hong-Youl Ha and Hee-Young Son

The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the…

Abstract

Purpose

The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three moderating effects (overall satisfaction of provider, switching costs, and remaining contract time) of the product usage satisfaction-loyalty intentions linkage.

Design/methodology/approach

Using a longitudinal study, a total of 253 usable responses are collected from time T to time T+1. The paper uses the partial least squares (PLS-Graph 3.0) approach for structural parameters in the proposed model.

Findings

The findings show that the temporal effect of performance risk and product usage satisfaction negatively increases, whereas the temporal effect between product usage satisfaction and loyalty intentions decreases over time. While the moderating effect between overall satisfaction of provider and product usage satisfaction strengthens loyalty intentions, the switching costs attenuate loyalty intentions. The proposed model can be used to predict both the change in customer behavior and the moderating effects of overall satisfaction of providers (or switching costs) in the context of smartphone replacement period.

Originality/value

This paper makes unique contributions to the literature. First, using the consumption-system approach as a theoretical base, the paper extends the product usage satisfaction-loyalty intentions linkage that can appear as a dynamic spiral during subsequent periods. Second, considering the temporal effects of the proposed relationships, the paper identifies the role of perceived risk that reveals how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions. Third, the paper emphasizes the importance of moderating effects when considering smartphone usage with a particular brand.

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Article
Publication date: 1 August 2004

Hong‐Youl Ha

Unlike the traditional bricks‐and‐mortar marketplace, the online environment includes several distinct factors that influence brand trust. As consumers become more savvy…

Abstract

Unlike the traditional bricks‐and‐mortar marketplace, the online environment includes several distinct factors that influence brand trust. As consumers become more savvy about the Internet, the author contends they will insist on doing business with Web companies they trust. This study examines how brand trust is affected by the following Web purchase‐related factors: security, privacy, brand name, word‐of‐mouth, good online experience, and quality of information. The author argues that not all e‐trust building programs guarantee success in building brand trust. In addition to the mechanism depending on a program, building e‐brand trust requires a systematic relationship between a consumer and a particular Web brand. The findings show that brand trust is not built on one or two components but is established by the interrelationships between complex components. By carefully investigating these variables in formulating marketing strategies, marketers can cultivate brand loyalty and gain a formidable competitive edge.

Details

Journal of Product & Brand Management, vol. 13 no. 5
Type: Research Article
ISSN: 1061-0421

Keywords

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