本文是一篇商务管理(Business & Management)Coursework代写范文，题目为How Ikea’s family card to win customer satisfaction，范文内容主要讨论了宜家的家庭卡如何赢得顾客的满意。范文内容和格式仅供留学生参考学习，不得抄袭，如有Coursework代写需要，请联系网站客服。
Abstract摘要
This report on Ikea Restaurant shall be able to make and influence the decision on how to win their customers. The decision is dictated by the level of competition in the market such that they will need to implore on other methods of interacting with their clients directly. The research conducted will with the help of the questionnaires, also make it possible for Ikea Restaurant to gain the knowledge of the features and the mindset of its clients in a bid to win them over its competitors.
这份关于宜家餐厅的报告应能做出并影响如何赢得顾客的决定。这一决定取决于市场竞争的程度，因此他们需要寻求与客户直接互动的其他方法。在问卷调查的帮助下，这项研究也将使宜家餐厅了解顾客的特点和心态，从而赢得顾客的青睐。
Abstract 2
1.0 Introduction 4
1.1 Problem statement 4
2.0 Research methods 4
2.1 Target population and sample size 5
2.2 Instruments for the research 6
2.2.1 Questionnaire for the research 6
2.3 The collection of data 6
3.0 Methodology 7
4.0 Ethical considerations 8
5.0 Results 9
6.0 Discussion 10
7.0 Conclusions 11
8.0 Bibliography 12
9.0 Appendices 14
9.1 Questionnaire 14
9.2 Literature review 21
1.0 Introduction 引言
The Ikea brand is a global company with dealing in numerous and different position in the economies (Ikea 1 2015). By this, the description is that the company has dealing in the greater Europe regions, Asia, and the North American markets; the brand has dealings in home appliances and the service industry too. The brand derivative of interest will be Ikea restaurants; they deal in the physical location presence of the United Kingdom having equipped themselves with enough detail in catering for family outing as they offer a good dinning rapport to majority of the client (Ikea 1 2015).
宜家品牌是一家全球性的公司，在各个经济体中占据着众多不同的位置（宜家1号，2015年）。由此可以看出，该公司在大欧洲地区、亚洲和北美市场都有业务，品牌也有家电和服务业的业务。该品牌的衍生产品将是宜家餐厅；他们在英国的地理位置进行经营，为家庭出游提供了足够的细节，为大多数客户提供了良好的晚餐关系（宜家1号，2015年）。
Subject to the competition that is in this market, this report will seek to establish the interest of understanding the customer satisfaction levels in a bid for the company to serve their clients better as per the highlights in (Huang & Sarigöllü 2012, p. 95).
根据该市场的竞争，本报告将根据（Huang&Sarigöllü2012，第95页）中的要点，寻求建立了解客户满意度水平的兴趣，以便公司更好地为客户服务。
1.1 Problem statement 问题陈述
The market environment has been saturated with many products serving the same purpose in the food industry. This has resulted to increased competition in the market than have become a hindrance to market penetration by a new product or equally having a bigger and safeguarding the shares of a company in the restaurant customer market (Ikea 1 2015).
市场环境已经饱和，许多产品在食品工业中起着同样的作用。这导致了市场竞争的加剧，而不是成为新产品进入市场的障碍，或者在餐厅客户市场上拥有更大的公司份额并保护其份额（宜家1号，2015年）。
In the launching of new product in such market fails due to lack of sufficient information about the market place or equally due to poor satisfaction level from previous relationships with the company (Finley et al. 2014, p. 423). This research is therefore aimed at collecting information about the customer market that the Ikea has direct dealing with. This includes assessing the competition in the market that will be facing their products preference and their service quality as per the opinions of their customers. This research therefore aims to ascertain the possibilities of Ikea being successful and their products success in the market based on the competition present (Ikea 2015)
2.0 Research methods 研究方法
This methodology used in this study and its methodology for research is what this chapter will maintain to highlight. Particularly, the methodology chapter is the basis on which the different techniques used for the carry out the study, the sampling technique are identified (Saunders, Lewis & Thornhill 2011, p. 16). In essence, this therefore means that in the identification and the collection of data, this chapter will base its interest in identifying with the procedures of collecting data and the interpretation of the data collected.
Owing to the nature of this research, the methodology will incorporate the use of an interactive methodology of study. This is on the rationale that the interactive methodology of study will enable respondents providing complete information for the research (Saunders et al. 2011, p. 23).
In this light, the researcher is empowered to examine the effect of the Ikea Brand in the market. In addition, the respondents will be able to give their opinion on the attractiveness of the brand in the market and how they thing will be able to offer a solution to their customers. For the reasons of the credibility of this methodology of research, this interactive methodology of study has been a very essential way of providing accurate information in any research field. Having noted this, therefore, the interactive methodology will provide for correct information thereby enabling this research identify the expected effect and available trends in the customer market and therefore influence their wanted levels of customer satisfaction.
2.1 Target population and sample size
This research shall concentrate on about randomly selected respondents. This is based on the need to provide unbiased information on the preference of their customer. To consider on the needs of credibility and the consideration of objective information collected, the respondents will all be of age and no minors will be considered in this population.
The sample size will refer to the intended number of correspondents that the research will wish to handle. As highlighted in the design, the interactive sample size will be of about 50 respondents for this particular survey. The sample size of 50 respondents is expected to be conclusive and equally provide for a good interactive data for the research of the customers in Ikea home appliance and furniture market. This will be based on the assumed expectation that the respondents will be with sufficient knowledge of the markets and they will be in a position to provide an interactive consumer analysis of the competition and win customer satisfaction of this market. The respondents are expected to have sufficient knowledge on the in the market and the products of Ikea to help the researcher assess the customer satisfaction facing the demography market of Ikea.
Equally, it will be important to consider the sample frame, this will be listed as items that the research will be carried from. In other terms, it characterizes the scope of the research. Owing to the large size of the customer base in this market, the sample of the population in the 50 respondents is expected to deliberate as a good representation of this population. For this reasons, questionnaires represent as the fair methods of distributing the 50 respondents on the entire population. These questionnaires will be expected to get the best of the different characteristics of the market therefore enabling the research to also study the characteristics behind the different levels of customer satisfaction.
2.2 Instruments for the research
The instruments are best described in the aid and the tool of the researcher. This study will implore on the use of questionnaires as the direct interviews method as the basis of collecting objective unbiased information data from the customer’s respondents.
In fact, the questionnaire directed by the research such that the respondents are limited to providing particular views and takes for the subject topic of the research. This approach will particularly be important in asserting that the methodology gets only the intended and relevant degree descriptions of information, this therefore locks out the scope of the research that had not been anticipated for initially.
2.2.1 Questionnaire for the research
The questionnaires for this research will be formatted as shown in the appendices.
2.3 The collection of data
The data collection process was primarily supportive; this maintained that the questioners were administered within or away from the presence of the researcher. In this case, this was to provide support for the respondent in going through the questionnaires for better understanding and collection of quality information. In essence, the role of the researcher in the collection of the data will be to offer guidance to the interviewees in order to get 100% responses on all the inquiries. This argument will ensure that the research will get even more that the expected information based on the one on one relationship exhibited in the data collection.
On another divide, the research did not explore the use of secondary sources; this was in the position to not alter the findings of the research analysis. This means that the secondary source will only serve the purpose of guiding and in eventuality offer a comparison ground for the data collected. In addition, the research will make use of the secondary sources of data in order to compare the data obtained in the questionnaire as references.
The secondary data sources that include literature, which will avail the factors considered in determining customer’s satisfaction that will enable the researcher analyse the competition among other recorded text on attempting to satisfy the customers.
Interpretation of the data collected will explore on the knowledge of statistics and mathematics. In detail, this will be presented in form of statistical charts and bar graphs that will be essential in making educated judgment from the analysis. This conceptually implies that the data process will not involve the description of adding any more data into the collected information. The analysis will also not be carried out until all data collected has been presented and processed.
3.0 Methodology 方法论
The data was gathered in order to create a report about how customers think about Ikea’s loyalty card. This questionnaire was been hold in an Ikea store which is locate in Southampton in 14th march, 2015. These researches extend for about one day. And it was invited 50 volunteers to take part in, who are including both sexes, all age groups and careers, etc. In this questionnaire, it can be divided into three main parts; one is about the volunteers’ personal background information, anther is about Ikea information, the last is make a compare between Ikea loyalty card and other loyalty cards.
The research is expected to be cost friendly; this estimate will cater for the whole research process from printing cost, as the collection of data will equally not be inclusive of research assistant in the data collection stages. Equally, the collections cost are friendly owing to the presentation of the use of printed correspondence such that there is no mailing cost for the methodology.
4.0 Ethical considerations
With reference to the consideration of Halse & Honey (2014, p. 125), ethical considerations will be the inference of the manner in which the methodology for research was incorporative of a number ethics desertion in the use, manipulation the interpretation of data. Therefore, the aim of this research to only use the collected information in testing the customer satisfaction levels in the company based on the description of Ikea restaurants. This equally maintain on the position of the safeguarding of information and confidentiality that the collected information was treated with.
5.0 Results
From the 50 respondents selected randomly, the result have been empirically asserted as follows
75% of the customers are between the ages of 21-40 years
The characterisation of male and female customers almost evens out at 46% to 54%
Majority of the customers in the restaurant come in family groups
Most of the customers prefer coming to the restaurant in the afternoons 32 out of the 50 questioned and equally 75% of these are in the weekends
The restaurant advertisement are well recognised with 50% of the respondents acknowledging that they receive them
Online shopping experience is more valued owing to the interactive customer care and support present compared to the physical shopping [response reveals a 60% bias to online shopping]
The family card is still struggling with popularity and use with only 39% using the same
Family card user revels of recommendations as the major part of information awareness in the use of the family card.
The probability of the card being used in the future is however high with a 70% positive response.
The customer satisfaction with the use of the card has been recorded as neutral, with 60% of the responses having only used the family in the last 12 months
Other descriptions of the family card popularity held by the clients are those of Holland & Barrette
An overwhelming 88% of the respondents i.e. 44 out of 50 consider that discounts are the main score in having the family card and not loyalty as the Ikea brand had expected.
Cumulatively from the first, five responds on the gender, the age sets, the income expectancy, and the family compositions. The response tends to reflect on the dominance of the female gender in all these positions, with an overall 54% in the female presence.
| Gender | Use of family card | Online shopping | Favourite visit time | Do they come in company or alone |
| Male | 16/ 50 | 7/50 | Weekdays | Single visits |
| Female | 34/50 | 43/50 | Weekends | Accompanied and with family |
Equally, the questionnaire records that majority of the clients were uncomfortable with disclosing their income mostly the male counter parts compared to the female respondents, some equally sighted that this could be means of the brand raising future prices. Therefore, this data was recorded very poorly and could not amount to any particular good and interactive analysis.
6.0 Discussion
From the identified customer demographics; it will be true to consider the positions of the restaurant now in assessing their clienteles satisfaction levels. This will be detailed in the presentation of a position of mixed and equally strong dimension in the customer trends. As Rego, Morgan & Fornell (2013, p. 17) put it, customer satisfaction can be evidenced from the recommendations that are in the customer demographics.
Looking at the chart, the percentage of the response from the male and female cumulatively is at 46% and 54% respectively. Therefore, this can be the base for generalising the customer satisfactions levels on the gender and the age groups classification, one can assert that the customer demographics consist of 75% between the ages of 21 – 40 of whom 46% are male and 54% are female.
Equally, from these descriptions of the ages set that is common in the restaurant, the set of 21-40 appear more linked to their dining trends that any other set of ages. Equally, it is this set that is considered as young families such that they are equally the driving force behind the numbers in the young children, 0 -21 years which stands at 5% cumulatively.
Equally looking at the literature review in this report, the presentation of the data handled in the research was equally sufficient to equip the validity in the expectation of the results on the research from the literature. In particular, this will be on the validation of the need and the importance of the positions that will be available to the company in their future marketing trends, their advertisement and equally their promotions as per (Flint, Blocker & Boutin 2011, p. 221). With this, the description will be to assess the possibility of promotion and customer related incentives being important in the provisions of the company in influencing their customer preferences and satisfaction based on the female gender being dominant and the 20 -40 ages set.
7.0 Conclusions
With the identification of the Ikea restaurant and their need in identifying an understanding in their customer demographics, this tax has sought to establish a position in which the company can be able to influence the customer satisfaction. By this, the research methods has employed the use of the questioners in the extracting and the collection of the data for this research such that they have managed to provide a basis for integration on what are the major points at which the company can influence the customer satisfaction.
Therefore with reference to the consideration of the ethical concerns, that are open in the use of the questionnaires, the report has considered the conversions of ethics in asserting information protection such that the provided and the collected information from the research has been subjected to confidentiality. Equally, with the results of the research tabled and the literature review equally described in the first part. Particularly, the target population of 50 responded was equally descriptive of the trends in this data, such that the instrument and the justification of the methods can validate the results in this research.
8.0 Bibliography
Baxter, R 2012, ' How can business buyers attract sellers' resources?: Empirical evidence for preferred customer treatment from suppliers', Industrial Marketing Management, vol 41, no. 8, pp. 1249-1258.
Bennett, VM, Pierce, L, Snyder, JA & Toffel, MW 2013, ' Customer-driven misconduct: How competition corrupts business practices', Management Science, vol 59, no. 8, pp. 1725-1742.
Chau, M & Xu, J 2012, 'Business intelligence in blogs: Understanding consumer interactions and communities', MIS quarterly, vol 36, no. 4, pp. 1189-1216.
Finley, JW, Finley, JW, Ellwood, K & Hoadley, J 2014, 'Launching a New Food Product or Dietary Supplement in the United States: Industrial, Regulatory, and Nutritional Considerations', Annual review of nutrition, vol 34, no. 1, pp. 421-447.
Flint, DJ, Blocker, CP & Boutin, PJ 2011, 'Customer value anticipation, customer satisfaction and loyalty: An empirical examination', Industrial Marketing Management, vol 40, no. 2, pp. 219-230.
Grissemann, US & Stokburger-Sauer, NE 2012, 'Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance', Tourism Management, vol 33, no. 6, pp. 1483-1492.
Gustafsson, A, Kristensson, P & Witell, L 2012, 'Customer co-creation in service innovation: a matter of communication?', Journal of Service Management, vol 23, no. 3, pp. 311-327.
Halse, C & Honey, A 2014, 'Unraveling ethics: Illuminating the moral dilemmas of research ethics', Signs, vol 40, no. 1, pp. 123-134.
Holt, DE 2012, 'Sound Production And The Effect Of Noise On Communication In The Blacktail Shiner', advertisment Communication, vol 12, no. 3, pp. 32-34.
Huang, R & Sarigöllü, E 2012, 'How brand awareness relates to market outcome, brand equity, and the marketing mix', Journal of Business Research, vol 65, no. 1, pp. 92-99.
Hüttinger, L, Schiele, H & Schröer, D 2014, ' Exploring the antecedents of preferential customer treatment by suppliers: a mixed methods approach.', Supply Chain Management:An International Journal, vol 19, no. 5,6, pp. 697-721.
Kenett, RS, Deldossi, L & Zappa, D 2012, 'Quality standards and control charts applied to customer surveys', Statistics in Practice, vol 1, no. 2, p. 413.
Kim, C, Galliers, RD, Shin, N, Ryoo, JH & Kim, J 2013, 'Factors influencing Internet shopping value and customer repurchase intention', Electronic Commerce Research and Applications, vol 11, no. 4, pp. 374-387.
Lee, SM, Lee, D & Kang, Y 2012, 'The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty', The Service Industries Journal, vol 32, no. 1, pp. 17-36.
Melewar, TC, Gotsi, M & Andriopoulos, C 2012, 'Shaping the research agenda for corporate branding: avenues for future research', European Journal of Marketing, vol 46, no. 5, pp. 600-608.
Rego, LL, Morgan, NA & Fornell, C 2013, 'Reexamining the market share-customer satisfaction relationship', Journal of Marketing, vol 77, no. 5, pp. 1-20.
Saunders, MN, Lewis, P & Thornhill, A 2011, 'Research methods for business students', Journal of Research Methods , vol 12, no. 1, pp. 14-18.
Saunders, MN, Saunders, M, Lewis, P & Thornhill, A 2011, 'Research methods for business students', Research methods, vol 1, no. 3, pp. 21-29.
Speckbacher, G & Wentges, P 2012, 'The impact of family control on the use of performance measures in strategic target setting and incentive compensation: A research note', Management Accounting Research, vol 23, no. 1, pp. 34-46.
Teixeira, J, Patrício, L, Nunes, NJ, Nóbrega, L, Fisk, RP & Constantine, L 2012, 'Customer experience modeling: from customer experience to service design', Journal of Service Management, vol 23, no. 3, pp. 362-376.
Thorbjørnsen, H & Dahlén, M 2011, 'Customer reactions to acquirer-dominant mergers and acquisitions', International journal of Research in Marketing, vol 28, no. 4, pp. 332-341.
Wardman, B, Kelly, L & Weideman, M 2013, 'Voice of the customer', Researchers Summit CRS, vol 1, no. 1, pp. 1-7.
9.0 Appendices
9.1 Questionnaire
Questionnaire No: ______
Ikea Family Card Questionnaire
（For customer）
1, How old are you?
A, under to 20
B, 21-40
C, 41-60
D, over to 61
2, Are you
A, Male
B, Female
3, Are you
A, Single
B, Married
4, Is there child in your family?
A, yes
B, no
5, How much do you earn per year?
A, under 10,000£
B, 10,000—20,000£
C, 20,000—30,000£
D, over 30,000£
6, Are you here
A, on your own
B, with your family
C, with your friends
7, Why did you come Ikea today?
A, to buy a special item(s)
B, just have a look
C, to have a drink in its café
D, come with friends
8, When do you normally come to Ikea?
A, Weekdays
B, Weekends
C, Both
9, What time do you normally come to Ikea?
A, Morning
B, Afternoon
C, Spend all day in here
10, How many times you come to Ikea a month?
A, Once
B, Twice
C, Three times
D, Four or more than four times
11, Do you have receive some advertisements from Ikea? If yes, how often you receive it? And what kind of advertisement?
12, What do you think after you seen these advertisement?
A, interesting and want to visit Ilea
B, get bored with it and don’t want to see it again
C, not feel about that
13, Which way do you like better to go shopping in Ikea?
A, shopping online
B, shopping in store
C, both of them
14, Do you visit other Ikea stores? If yes, do you think that is there any different with these stores?
A, they are simple
B, there are a bit different
C, there are many different
15, Do you have a Ikea family card?
A, Yes
B, No
16, Why did you join Ikea family?
A, have a discuss on product
B, free drink
C, others _________________________________________________________
17, How did you know about the Ikea family card?
A, the staff suggests
B, saw the advert on Ikea’s office website
C, friends’ recommend
D, I don’t remember
18, How long have you joining Ikea family?
A, 1 - 12 months
B, 1 – 3 years
C, more than 3 years
19, Have you ever regretted after joined in Ikea family?
A, yes
B, sometimes
C, never
20, How many discount do you get with the family card?
A, less than 10%
B, 10%
C, 20%
D, more than 20%
21, Would you use the family card in the future?
A, definitely
B, probably
C, not sure
D, definitely not
22, Would you recommend the family card to you friend?
A, yes
B, no
C, not sure
23, How satisfied with the family card?
A, very satisfied
B, satisfied
C, neutral
D, unsatisfied
24, If you think unsatisfied, why?
25, What other loyalty card do you have?
A, Boots
B, Tesco
C, Holland & Barrett
D, others ____________
26, What effect you to get these loyalty card?
A, clerk’ s recommend
B, friend’s recommend
C, advert’s recommend
D, just you want it
27, In your opinion, what is the most important factor for a loyalty card?
A, discount
B, design
C, brand
D, others_____________
28, Which loyalty card you think is best, why?
29, Compared with other loyalty card, you think in which aspects the family card is better that others?
30, Compared with other loyalty, you think that in which aspects the family card should be improved?
In the reference of clients and market preference, there are a number of details that will be implicit on the manner in which the company will be dealing with their clients. By this, the presentation of different avenues in marketing will be evident. It is therefore very true to consider that in the bid to present their brands as very successful and equally operational, the majority of companies will be interactive of the different position of their competitors (Melewar, Gotsi, & Andriopoulos, 2012, p. 604).
Looking at the description that Ikea will prefer taking, this will be described under the customer care wing of human relationships in business and human resource practice as per (Lee, Lee, & Kang, 2012, p. 30). In essence, this will mean that the company will be interactive of the position that they will take as very important in manipulating the customer ideologies and the customer trend in the market. Equally, as per the description of Vellmure (2010) customer care will be defined under the descriptions of making efforts to make the customer feel appreciated and feel important.
By this the text by Baxter (2012, p. 1250) will equally develop more insights into the description of the position of the role of customers in the market. In essence, this prevails on the positioning of the company to have an understanding in the dealing and the interactions they have with their clients. Therefore, the most important of these aspects will be the communication that the brand has with its customers in their final effort of appealing or equally marketing themselves to the customers (Hüttinger, Schiele, & Schröer, 2014, p. 670).
As per the description of creating a communication with the customers Grissemann & Stokburger-Sauer (2012, p. 1490), business management will be interactive of the methods that they use in communication with the client Gustafsson, Kristensson & Witell (2012, p. 313). Equally, this will also call on the methods that they offer for the client to communicate as per the descriptions of (Teixeira, Patrício, Nunes, Nóbrega, Fisk, & Constantine, 2012). Considering the use of the customer-filled questionnaires, the rationale is that the document is one that is centred in making the communication between the company and the customers and easy description. Therefore, this assets that the methods in any communication or marketing campaign. Any event or action that effective distorts the message of a communication event from reaching the client or the company form any of the two quarters. Holt (2012, p. 34) describes this with the knowledge that it will be true to reflect on the choice of media in creating an environment of understanding for the message.
Looking at this from the traditional angle, companies have been interactive an encouraging their clients to offer feedback and equally get back to their customer care detail in the event of them having any difficulties (Thorbjørnsen & Dahlén, 2011, p. 335) . Neverthless it will be true to conider that very few people will be intrested in hadning ther time and rescouce to get back to the feedback line unless the matter is of importance and urgency. Therefore it is only effective that the brand uses a method that is right for the type of audience and clients that they have.
Equally, in the development of the customer feedback questionnaires is therefore banking on the reality is that the methods is only as effective as the audience is in receiving and relaying their message (Bennett, Pierce, Snyder, & Toffel, 2013, p. 1730). It is with this concern that the theory on methods as the content of methods can only directly inspiring to the position of the customer based questionnaires such that the brand is able to collect first hand information on their customer trends, their preferences, and equally the customer thought other than just focusing on the sales in advertisements. Therefore, these methods will be interactive of the imitative of the Ikea group in attempting to understand their customer demographics as per (Chau & Xu, 2012, p. 1190).
Research questionnaires have been describes as getting into the position of listening to the voice of the customer (Wardman, Kelly, & Weideman, 2013, p. 6). By this description, it will be important to identify why the company and the brand will be interested in listening to the voice of their customers in many of these situation. It is with these concerns that the genesis of listening to the customer’s voice was most probably orchestrated in the earlier years. It is therefore with this start that the customer related questionnaires were described as essential to grow your business. In this description therefore the business and in particular Ikea will have to know what its customers want.
Equally, in this digital world of advertisement and communication marketing, the best and most appropriate tool that the business owners and marketers can have for collecting information about their customer targets still describes in the presentation of the questionnaires. Therefore whatever the reason are for the company to involve in the market and customer research, be it to understand the customers' buying habits. Equally, this will be to find out what they think of your products, and generally to identify whether people are aware of the product, the customer-targeted questionnaires will be the best options in to provide this necessary knowledge (Speckbacher & Wentges, 2012, p. 34).
Having noted the importance of these questionnaires it will equally be imperative to assess the direction that should be taken with regards to the formulation of the customer targeting questionnaires. Customers will require some massive descriptions of the company’s interests. Some questionnaires and survey have been very involving such that the customer of the target for the questionnaires is left feeling more disinterested than before. By this the text by Kenett, Deldossi & Zappa (2012, p. 413) aggravates for this survey as customer unfriendly. The text is equally interactive of the long and unevenly structured questioners that will only be inclusive of the company’s interest and not necessarily the customer’s interest.
Therefore, this research method developed by this reports will be interactive of the angles of asking questions to test customer on branding and naming of the company products. Equally, this will be a check on the positioning within the market place as defined by the clients themselves.
This will provide a position to understand why the top brands are on top with reference to customer satisfaction, and equally assert why they enjoy such loyalty strong enough from the clients to withstand tougher choices like those of higher prices (Kim, Galliers, Shin, Ryoo, & Kim, 2013, p. 280).
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