Youjae Yi

http://deepblue.lib.umich.edu/bitstream/2027.42/36290/2/b1412322.0001.001.pdf

Abstract This study examines how loyalty influences the relationship between customer satisfaction (CS) and repurchase intention (RPI). Considering the effect of time, the study introduces adjusted expectations, which are expectations updated after consumption experience. The present study investigates the role of adjusted expectations in the CS–RPI link. With structural‐equation analysis, the proposed model was tested in the family‐restaurant setting. The results show that adjusted expectations

Abstract Abstract An experiment was conducted to investigate two selected effects (i.e., cognitive and affective priming) of the contact for print advertisements. The cognitive context, which primes certain attributes of a product, determined the type of interpretation given to product information in the ad, and thereby guided consumers' evaluations of the advertised brand. The affective context, which triggers emotional reactions among the audience, also influenced brand evaluations. Further, s

This study investigated one particular way that contextual materials can affect the processing of ambiguous product information in print ads. It was proposed that prior exposure to contextual factors can prime certain product attributes and subsequently increase the likelihood that consumers interpret product information in terms of these activated attributes, thereby affecting the evaluation of the adverised brand. Two experiments were conducted to test the hypothesis, and the results demonstra

ABSTRACT Despite extensive research on the antecedents of customer citizenship behavior, the influence of other customers remains a neglected area in service research. Drawing on social information processing and interpersonal influence theories, this article investigates how citizenship behavior of focal customers is shaped by citizenship behavior of other customers. This study also examines how informational influence in the form of other‐customer credibility and normative influence in the for

Abstract This study examines the moderating effect of prior knowledge on the degree to which contextual priming influences evaluations of an ambiguous product (i.e., a product that can be evaluated in various ways) in the ad. Before subjects saw an ad containing ambiguous product information, one of the two product attributes pertinent to product evaluations had been brought to mind through contextual priming. Contextual priming had pronounced effects on brand evaluations among moderate-knowledg

Abstract This study proposes an integrated framework depicting the effects of two types of employee behavior (employee citizenship behavior and employee dysfunctional behavior) on customer satisfaction, which in turn, influences customer commitment. Customer satisfaction and commitment are then expected to affect two types of customer behavior (customer citizenship behavior and customer dysfunctional behavior). A survey of matched responses from 123 employees and 590 customers reveals that emplo

Abstract This study compares the influence of sales promotions on brand attitude across promotion types over time. An experiment is conducted with 154 subjects, who are exposed to test materials for 12 weeks. Evidence shows that the long‐term effects of sales promotions on brand attitude vary across deal types. Non‐monetary promotions seem to work better in eliciting consumers' favorable brand attitude than monetary promotions over time. However, such effects are moderated by consumers' deal pro

Abstract The research in the area has largely ignored the moderating effects of the customer trait, self‐efficacy, on the electronic service quality model. This study examines the degree to which electronic service quality dimensions influence overall service quality, which in turn affects customer satisfaction and loyalty. On the basis of self‐efficacy theory, this paper argues that outcome quality is the most important predictor of overall quality, whereas environment quality is the least impo

Abstract This article examines the way in which confidence in expectations moderates the process of customer satisfaction formation, and whether positive disconfirmation and negative disconfirmation have asymmetric influences on satisfaction. Using structural equation analysis, the proposed model was tested with 256 Korean customers of family restaurants. The results indicate that confidence in expectations plays a significant role in the customer satisfaction formation process. The indirect eff