The Korean Journal of Franchise Management, KODISA Foundation

Citaion Customer and Sales Orientation of Franchising-Based Insurance Agent Format: Their Effects on Customer Trust, Identification, and Intention to Renewal Contract : focused on the social exchange theory

; Lee, Yong-ki ; pp.1-15

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Abstract

Purpose: The insurance market is steadily growing, with General Agencies (GA) experiencing rapid sales increases. GAs need marketing strategies to boost contract renewal intentions by effectively managing customer relationships. This study examines the impact of perceived customer orientation and sales orientation on customer trust, identification, and renewal intentions with GA insurance planners. Research design, data, and methodology: The study surveyed customers who subscribe to insurance products from GA-affiliated insurance planners. Out of 615 respondents, 251 valid responses were analyzed using frequency analysis, measurement models, and structural equation modeling (SEM) with SmartPLS 4.0. Result: The study revealed that customer orientation positively affects cognitive trust and sense of identification. In contrast, sales orientation did not significantly impact customer trust or identification. Additionally, customer trust positively influences sense of identification, and both trust and identification positively affect the intention to renew the contract. Conclusions: Implementing a customer-oriented marketing strategy is essential for providing tailored customer management services and maintaining or improving the quality of customer relationships for insurance planners. Given that insurance products require long-term management, it is crucial for planners to build trust, enhance customer identification, and offer continuous customer management to meet customers' needs effectively.

Citaion The Impact of Ambiguous Food Color Naming on Consumer Evaluation Across Different Times of Consumption

Dongkyun Ahn ; SE-BUM PARK pp.16-24

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Abstract

Purpose: Color induces psychological responses in consumers, and the importance of color in marketing strategies is continuously emphasized. In particular, color can significantly influence consumers' purchasing decisions, even for food products. In this context, this study aims to examine the role of color naming in affecting consumers' product evaluations and purchase intentions for food products, with a focus on how the times of consumption acts as a moderating variable. Research design, data and methodology: This study designed the experiment using the Qualtrics program and recruited a total of 206 participants residing in the Eastern United States through the Amazon Mechanical Turk. Result: The experimental results showed that the ambiguity of color naming had different effects on consumer product evaluation and purchase intention depending on the times of consumption. Specifically, during the daytime, ambiguous color naming led to more positive evaluations and higher purchase intentions for the product, whereas these effects diminished during the nighttime. Conclusions: Considering the time of consumption in marketing strategies is essential for applying color naming effectively.

Citaion The Effect of Customer-Based Brand Equity on Brand Attitude and Behavioral Intention for Mobile e-coupons: Focusing on Chicken Franchise Brands

; Hwang, Jinsoo pp.25-41

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Abstract

Purpose: The purpose of this study is to investigate the effect of customer-based brand equity on brand attitudes and behavioral intentions in the mobile e-coupon service market for foodservice franchises. Research design, data, and methodology: The sample comprised customers who had used a chicken mobile exchange voucher from a foodservice franchise brand, among KakaoTalk gift mobile exchange vouchers, within the last three months. The survey was conducted by distributing an online self-administered questionnaire, in which participants responded directly. The hypotheses were assessed through confirmatory factor analysis and structural equation modeling using the AMOS 22.0 statistical software. Result: The results of the hypotheses are as follows. First, among the sub-dimensions of foodservice franchise customer-based equity, brand awareness, brand image, perceived quality, and brand loyalty were found to have a positive effect on brand attitudes toward foodservice franchise mobile e-coupon services. Second, brand attitude toward the foodservice franchise brand mobile e-coupon service was found to have a positive effect on the intention to use and word-of-mouth. Conclusions: The results suggest that foodservice franchise brands with strong customer-based brand equity also have a competitive advantage in the mobile e-coupon service market.

Citaion The Impact of Franchise Dessert Cafe Quality on Consumption Value, Satisfaction, and Loyalty

Sae Mi Lee ; Dong-Woo Koo ; (C&P) pp.42-52

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Abstract

Purpose: This study examines the impact of dessert cafe quality factors—interaction, environmental, outcome, and product quality—on hedonic and utilitarian values, satisfaction, and loyalty. It explores how these elements influence consumer behavior in the context of dessert cafe experiences. Research design, data and methodology: Data were collected from 563 consumers who visited dessert cafés within the last three months. The analysis was conducted using SPSS 28.0 and SmartPLS 4.0 to test the relationships among the cafe quality factors, consumption values, satisfaction, and loyalty. Result: Interaction, environmental, outcome, and product quality positively influenced hedonic value. Interaction and outcome quality impacted utilitarian value, while environmental and product quality did not. Satisfaction was positively affected by environmental and product quality but not by interaction or outcome quality. Satisfaction influenced loyalty, while neither hedonic nor utilitarian value significantly impacted loyalty. Conclusions: The study highlights the importance of understanding how different quality dimensions in dessert cafés affect consumer satisfaction and loyalty. The findings provide valuable insights for enhancing customer experiences and formulating effective marketing strategies in the dessert cafe industry.

Citaion The Impact of Wine Brand Sustainability on Intimacy, Attitude, and Loyalty

; pp.53-66

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Abstract

Purpose: Korea is also one of the markets that is growing significantly in the wine market. Due to this influence, Korean mainstream franchises are also increasing the proportion of wine sales. This study aims to examine the sustainability of wine brands from the perspectives of environment, organic farming, and ecological protection, and to verify the influence of these factors on consumer attitudes and intimacy. Research design, data, and methodology: The data were collected from 306 wine purchasers aged 20 or older and analyzed with SPSS 25.0 and SmartPLS 4.1. A total of 311 questionnaires were collected, and 306 were used for analysis after excluding 5 incomplete questionnaires. Result: The findings showed that the environment, organic, and ecological protection positively influence intimacy. In addition, organic positive influences attitude, but the environment and ecological protection did not influence. Intimacy positively influences attitude and loyalty, and attitude also positively influence loyalty. Conclusions: First, this study explained consumers' perception of the sustainability of wine brands through self-identity theory. Second, wine brands need to develop wineries into eco-friendly regions. Third, marketing should focus on the environment of the winery region. Fourth, wine franchises need to market their wine brands' organic farming.

Citaion Impact of Product and Service Quality on Customer Surprise and Delight, Revisit, and SNS WOM Intention in Korea Franchise Foodservice Context: Focusing on Chinese Perspective

Wang Wenlong ; ; pp.67-81

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Abstract

Purpose: This study aims to investigate the impact of product and service quality on customer surprise and delight, revisit intention, and SNS word-of-mouth (WOM) intention in the context of franchise restaurants in Korea, focusing on Chinese tourists' experiences. This analysis provides strategic insights into improving customer experiences and driving positive behavioral outcomes within the franchise foodservice sector. Research Design and Methodology: Data were collected from 395 Chinese tourists who visited Korean franchise restaurants using a self-administered questionnaire approach and analyzed with SmartPLS 4.0. Reliability, convergent and discriminant validity were assessed using measurement model. Hypotheses were tested using structural equation model. Results: This study verified that customer’s service experience affects customer surprise and delight, which in turn is an important factor in increasing revisit intention and SNS WOM and supports the SOR framework that explains these relationships. In other words, this study presented a model that expands the traditional service quality → customer satisfaction → behavioral intention framework by including surprise and delight. The study also revealed that both product quality and service quality positively influence customer delight. Furthermore, customer surprise and delight significantly influence revisit intention and SNS WOM. The findings suggest that enhancing product and service quality can lead to higher levels of customer surprise and delight and greater likelihood of revisits and positive online feedback.

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