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Article
Publication date: 10 March 2022

Jiyoung Yoon and Hyunji Yu

The purpose of this study is to assess the possibility of introducing a restaurant-menu curation (RMC) chatbot service to help consumers quickly and effectively decide on their…

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Abstract

Purpose

The purpose of this study is to assess the possibility of introducing a restaurant-menu curation (RMC) chatbot service to help consumers quickly and effectively decide on their restaurant or menu choices. To this end, it measures the characteristics of consumer chatbot experiences and analyzes their impact on future acceptance intentions through their attitudes toward the RMC chatbot service.

Design/methodology/approach

This study consists of three parts: developing a RMC chatbot prototype, testing the chatbot prototype and a customer survey based on experience. A convenience sample method was used to collect data from 368 adults who tried the RMC chatbot service before answering a self-administered questionnaire. Partial least squares structural equation modeling (PLS-SEM) was used to test the proposed structural model.

Findings

The results showed that all experience characteristics, except usable facets, had a significant positive impact on attitudes toward the chatbot. Three experience characteristics, “usable,” “usefulness” and “valuable,” revealed a significant positive effect on utilization intention. Attitudes toward chatbot services also significantly affected utilization intention.

Research limitations/implications

The results of this study can offer practical and academic implications for establishing curation services in the restaurant industry that can increase customer acceptance and utilization intentions. Follow-up studies are required to explore and verify the various personal and psychological factors related to the intention to accept RMC chatbot services.

Originality/value

This study is meaningful because it makes it possible to evaluate the introduction of curation chatbot services in the restaurant sector, by developing and testing the dining-out curation service protocol to help customers’ smart choices in the information technology environment.

研究目的

本研究的目的是评估引入餐厅菜单管理 (RMC) 聊天机器人服务以帮助消费者快速有效地决定他们的餐厅或菜单选择的可能性。为此, 本研究衡量了消费者聊天机器人体验的特征, 并通过他们对餐厅菜单管理聊天机器人服务的态度来分析它们对未来接受意图的影响。

研究设计/方法/途径

研究由三部分组成; 开发餐厅菜单管理聊天机器人原型, 测试聊天机器人原型, 并根据经验进行客户调查。使用便利样本方法收集 368 名成年人的数据, 这些成年人在回答问卷之前尝试了 RMC 聊天机器人服务。 PLS-SEM 被用于测试提出的结构模型。

研究发现

结果表明, 除可用方面外, 所有体验特征都对聊天机器人的态度产生了显着的积极影响。 “可用性”、“有用”和“有价值”三个体验特征对使用意愿有显着的正向影响。对聊天机器人服务的态度也显着影响了使用意愿。

研究限制/影响

本研究的结果可以为在餐饮业建立策展服务提供实践和学术意义, 从而提高客户的接受度和使用意图。需要进行后续研究, 以探索和验证与接受 RMC 聊天机器人服务的意图相关的各种个人和心理因素。

研究原创性/价值

这项研究的重大意义在于它可以通过开发和测试外出就餐策展服务协议来评估在餐厅行业引入策展聊天机器人服务, 以帮助客户在信息技术 (IT) 方面做出明智的选择环境。

Details

Journal of Hospitality and Tourism Technology, vol. 13 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 6 October 2022

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.

Details

European Journal of Training and Development, vol. 47 no. 9
Type: Research Article
ISSN: 2046-9012

Keywords

Article
Publication date: 8 January 2014

Gohar Feroz Khan, Ho Young Yoon, Jiyoung Kim and Han Woo Park

This study aims to explore Twitter use by Korea's central government by classifying the government's Twitter-based networking strategies into government-to-citizen (G2C) and…

3528

Abstract

Purpose

This study aims to explore Twitter use by Korea's central government by classifying the government's Twitter-based networking strategies into government-to-citizen (G2C) and government-to-government (G2G) strategies.

Design/methodology/approach

The study investigates the nature of social media interactions and networking strategies in the Korean government by extracting tweets, follower/following relationships, and hyperlinks for 32 ministries. Network patterns and networking strategies are reviewed through descriptive statistical analysis and social network analysis to map the government's Twitter activity.

Findings

The results indicate that the government's direct networking strategy targeting citizens does not necessarily motivate their participation in the government's social media activities but that it plays an instrumental role in reinforcing G2G relationships.

Originality/value

This study investigates the social media use patterns (e.g. network properties and co-link analyses) and strategies (e.g. the reciprocity of relationships and content-push strategies) in the context of G2C and G2G relationships in Korea's public sector.

Details

Online Information Review, vol. 38 no. 1
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 30 May 2008

Byoungho Jin, Jin Yong Park and Jiyoung Kim

The purpose of this paper is to empirically compare the impact of firm reputation on consumers' evaluation of e‐tailers' market response outcomes (satisfaction, trust, and…

10017

Abstract

Purpose

The purpose of this paper is to empirically compare the impact of firm reputation on consumers' evaluation of e‐tailers' market response outcomes (satisfaction, trust, and loyalty) in two cultures, the USA (individualism, low uncertainty avoidance, low context, and high‐trust society) and South Korea (collectivism, high uncertainty, high context, and low‐trust society).

Design/methodology/approach

Two sets of data were collected, one in the USA and the other in Korea, using a mall intercept method. Males and females over 18 who had online purchase experience were chosen as respondents.

Findings

The results with 385 usable questionnaires (182 from the USA and 203 from Korea) revealed that firm reputation contributes to customer loyalty by increasing customer satisfaction, and this effect is stronger in Korea than in the USA. However, contrary to the expectations, no cultural differences were found in reputation‐trust and trust‐loyalty links. That is, firm reputation leads to customer loyalty through trust in both cultures and the impacts are the same across cultures.

Research limitations/implications

Further validation of the findings with other cultural settings merits attention.

Practical implications

The firm reputation‐satisfaction‐loyalty link is stronger in Korea than in the USA. While it may be premature to conclude the link is stronger in all Asian markets, international managers should carefully consider this finding when establishing operations in Asian markets.

Originality/value

This study is one of the first systematic cross‐cultural examinations of how firm reputation functions in an e‐tailing context increase market response outcomes.

Details

International Marketing Review, vol. 25 no. 3
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 8 May 2019

Dinara Davlembayeva, Savvas Papagiannidis and Eleftherios Alamanos

The sharing economy is a socio-economic system in which individuals acquire and distribute goods and services among each other for free or for compensation through internet…

1368

Abstract

Purpose

The sharing economy is a socio-economic system in which individuals acquire and distribute goods and services among each other for free or for compensation through internet platforms. The sharing economy has attracted the interest of the academic community, which examined the phenomenon from the economic, social and technological perspectives. The paper aims to discuss this issue.

Design/methodology/approach

Given the lack of an overarching analysis of the sharing economy, this paper employs a quantitative content analysis approach to explore and synthesise relevant findings to facilitate the understanding of this emerging phenomenon.

Findings

The paper identified and grouped findings under four themes, namely: collaborative consumption practices, resources, drivers of user engagement and impacts, each of which is discussed in relation to the three main themes, aiming to compare findings and then put forward an agenda for further research.

Originality/value

The paper offers a balanced analysis of the building blocks of the sharing economy, to identify emerging themes within each stream, to discuss any contextual differences from a multi-stakeholder perspective and to propose directions for future studies.

Details

Information Technology & People, vol. 33 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 10 August 2015

Jiyoung Hwang and Jay Kandampully

This purpose of this article is to identify important factors that influence consumers’ responses to pro-social loyalty programs (pro-social LPs). These positive marketing…

3061

Abstract

Purpose

This purpose of this article is to identify important factors that influence consumers’ responses to pro-social loyalty programs (pro-social LPs). These positive marketing programs reflect represent an emerging phenomenon in relationship marketing associated with companies’ corporate social responsibility (CSR).

Design/methodology/approach

The test of the proposed model relied on data from 350 US consumers, obtained through web-based experiments. Data analysis was performed using structural equation modeling.

Findings

The results showed that consumers’ CSR-driven cognition (CSR beliefs) and reciprocal emotion (feeling of gratitude) enhance their attitudes toward pro-social LPs and increased participation intentions. The perceived value of pro-social LPs also improved consumer attitudes and participation intentions.

Practical implications

Pro-social LPs offer a noteworthy approach to relationship marketing that benefits both service providers that engage in CSR and society overall.

Originality/value

This study contributes to the literature on LP and CSR by investigating the roles of CSR-driven cognition, reciprocal emotion and value perception in explaining consumers’ responses to an innovative approach of LPs and pro-social LPs.

Details

Journal of Services Marketing, vol. 29 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 4 November 2013

Jiyoung Hwang, Jae-Eun Chung and Byungho Jin

This study aims to examine unique cultural influences in the context of buyer-supplier relationships in a Confucian culture. The paper identifies whether and how long-term…

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Abstract

Purpose

This study aims to examine unique cultural influences in the context of buyer-supplier relationships in a Confucian culture. The paper identifies whether and how long-term orientation (LO), an inherent value of Confucianism, is an antecedent of important factors of channel relationships, rather than a relationship outcome and whether and how market orientation mediates relations among LO and other relational factors.

Design/methodology/approach

Data were collected from retail buyers at department stores in South Korea, a country that is representative of Confucian culture. One hundred and fourteen valid cases were analysed using path analysis to assess the proposed model.

Findings

LO plays significant anteceding roles in market orientation, trust, and economic dependence, both directly and indirectly. In addition, market orientation mediates the impact of LO on trust and economic dependence.

Research limitations/implications

Testing the proposed model with both retailers' and suppliers' data will add robustness to the research findings. This research advances the understanding of cultural influence on channel relationship regarding the role of LO and market orientation. Strategic practical implications include that marketers who deal with business partners in Confucian culture need to understand the embeddedness of LO and its impact on business relationship management.

Originality/value

The current study scrutinizes unique aspects of cultural influence on the anteceding roles of LO and the direct relationship between LO and market orientation in Confucian culture. The findings on the cultural embeddedness of LO provide novel insights; they also provide managerial implications for Western marketers in how to better deal with Confucian business partners.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 25 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 13 March 2019

Laee Choi and Jiyoung Hwang

This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step…

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Abstract

Purpose

This study aims to explore customer personality-related antecedents of customer citizenship behaviors (CCBs) that benefit service providers. It also investigates two-step consequences of CCBs: customer satisfaction and intention to continue the relationship.

Design/methodology/approach

US consumers (n = 665) participated in online surveys regarding three types of service businesses with different levels of customization and customer contact. Data were analyzed using structural equation modeling.

Findings

Results show a significant, positive impact of the two dimensions of prosocial personality (i.e. other-oriented empathy and helpfulness) and proactive personality on CCBs. Additionally, CCBs increase customer satisfaction and, in turn, intention to continue the relationship.

Research limitations/implications

This study suggests the importance of customer prosocial and proactive personality as antecedents of CCBs. Beyond intention to participate in CCBs, the present study shows that customers perceived satisfaction from CCBs, resulting in intention to continue the relationship with their service provider. Further research should investigate other types of customer personalities such as conscientiousness and agreeableness.

Practical implications

Service providers should understand customer personalities that lead to voluntary behaviors that benefit their organizations. This understanding allows the service providers to better communicate with their customers and to receive more assists from customers.

Originality/value

Previous research has shown that customers’ attitudinal perceptions impact CCBs. In contrast, this study highlights the strong and positive impact of customer personalities, prosocial and proactive personality, on CCBs. Another significant contribution of this study is that it incorporates the potential consequences of CCBs.

Details

Journal of Consumer Marketing, vol. 36 no. 2
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 14 June 2018

Jiyoung Kim, Hae-Ryong Kim, Russell Lacey and Jaebeom Suh

The purpose of this paper is to investigate how frontline service employees’ (FSEs) perceptions of corporate social responsibility (CSR) can enhance meaningful work perceptions as…

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Abstract

Purpose

The purpose of this paper is to investigate how frontline service employees’ (FSEs) perceptions of corporate social responsibility (CSR) can enhance meaningful work perceptions as well as help alleviate FSEs’ perceptions of verbal dysfunctional customer behavior.

Design/methodology/approach

The conceptual model is empirically examined through a survey of 306 FSEs of a large insurance company in South Korea and tested via structural equation modeling.

Findings

The results indicate that FSEs’ perceptions of CSR are negatively related to their perceptions of verbal dysfunctional customer conduct, which in turn is shown to be directly linked to emotional exhaustion. FSEs’ CSR perceptions strengthen their view that they are performing meaningful work (i.e. perceived task significance), which in turn strengthens their job satisfaction.

Practical implications

CSR has a preventive effect on workplace stress reduction, as FSE perceptions of CSR may help them cope with the emotional fatigue of dealing with dysfunctional customer behavior. CSR also provides a needs fulfillment effect, as FSEs’ perceptions of CSR foster perceived task significance and helps reduce their emotional exhaustion from work.

Originality/value

This is the first study to examine the potential impact of CSR within the context of FSEs’ boundary spanning emotional labor.

Details

Journal of Service Theory and Practice, vol. 28 no. 4
Type: Research Article
ISSN: 2055-6225

Keywords

Open Access
Article
Publication date: 30 April 2015

Inkyo Cheong

Discussion of unification was for several decades focused on the costs rather than the benefits for Korea, until reports emphasizing the latter were published by Goldman Sachs…

Abstract

Discussion of unification was for several decades focused on the costs rather than the benefits for Korea, until reports emphasizing the latter were published by Goldman Sachs (2009) and various Korean think tanks over the past four to five years. Although these studies can be evaluated positively in pointing out the benefits of unification rather than the concerns about the costs, several questions can be raised. This paper tries to evaluate the quality and credibility of existing studies and suggests a new approach for estimating the impact of unification. It proposes a computational general equilibrium (CGE) model to be based on the social accounting matrix (SAM) and input-output (IO) table for the North Korean economy, in order to produce more reliable estimates of the benefits and costs of unification and the impact of various cooperative activities between the two Koreas.

Details

Journal of International Logistics and Trade, vol. 13 no. 1
Type: Research Article
ISSN: 1738-2122

Keywords

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