• Journal of Distribution Research
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• v.12 no.2
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• pp.51-78
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• 2007

This study investigates what effects both customer trust in the headquarters and perceived customer justice(interactional, procedural and distributive) in agencies have on customer loyalty to the agency via customer trust and satisfaction with the agency. The data for analysis are obtained from 266 customers who are experienced in dealing with agencies. The results show the following : first, customer perceived justice has a significant positive influence on customer trust and satisfaction with the agencies. Second, customer trust in the headquarter has a significant positive influence on customer trust with the agencies. Third, customer satisfaction with the agencies has a significant positive influence on customer trust in the particular agency Fourth, both customer trust in and satisfaction with the agencies are found to have significant positive impacts on customer loyalty to the agencies. Finally, we presented suggestions for enhancing customer loyalty to the agencies.

• Management & Information Systems Review
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• v.29 no.3
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• pp.23-50
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• 2010

This study is that the manufacturer's sales policy power appeared on the source of local distributors through the sale willingness impact on research for coexistence between the manufacturer and dealer sales for developing policy. Dealers in terms of the sale of regional sales willingness says "manufacturers and retailers to connect to the regional distribution on the path to regional sales representative for manufacturers based on trust companies that supply products or products manufactured by local retailers for about a unilateral will sale whether the continued willingness and indicates the degree of business". This study topics are the results of this measure will sell a total of 24 entries are four factors. In variety sales policy of each power source, First, sales policy in Reward Power, compensatory power as the manager of promotion support, sales support and sales activities will significantly impact respectively. Second, sales policy of Coercive Power, reduction of credit limits act as an element of discontent and the sales will appear in the negative hypothesis of the influence was partially supported. Third, sales policy in Referent Power, the information trust, the most significantly impact of trade policy, respectively. Fourth, sales policy in Professional Power, delay time delivery of goods, sales of our product and sales knowledge will have a significantly effect appear to be related.

• Journal of Digital Convergence
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• v.16 no.7
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• pp.189-198
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• 2018

Automotive parts distribution industry focused on increasing sales by product quality until early 2010, but as competition has recently intensified, each company has become interested in core values such as customer satisfaction, trust and loyalty. Therefore, effect of customer-oriented service mindset should be analyzed for the relationship between service quality and customer satisfaction, trust, and loyalty in this industry. For this, a questionnaire survey was conducted for 342 distributors. Structural equation models were analyzed using AMOS 23.0. Empirical results show service quality has positive effects on customer loyalty, and customer satisfaction and trust mediate between service quality and customer loyalty. The service quality became a key factor to elicit customer satisfaction, trust and loyalty. Following studies, it is expected to enhance service quality focusing on extending region coverages.

• Journal of the Korean Data and Information Science Society
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• v.24 no.6
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• pp.1369-1384
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• 2013

In this study, we investigate various factors affecting five kinds of life planners' satisfaction after turnover which are general, human relations within organization, sales environment support, economic, life planner management system. Also we suggest theoretical and practical implication to them. The results of survey of life planners are as follows. First, in the general life planners' satisfaction after turnover, insurance company belonged to, recognition on own sales ability, life planners' satisfaction level, financial and insurance related award, education level, marital status, size of branch, and surrounding recognition about life planner are influential factors on it. Second, factors which affect the life planners' human relations satisfaction within organization after turnover are size of branch, surrounding recognition about life planner, and insurance company belonged to. Third, factors which affect the life planners' sales environment support satisfaction after turnover are surrounding recognition on life planner, insurance company belonged to, certificates relating to finance or insurance, size of branch, Fourth, in the solicitors' economic satisfaction after turnover, mainly demographic factors such as education level, marital status, age are crucial to it and also life planners' satisfaction level is influential factor. Last, in the solicitors' management system satisfaction, only experienced turnover type is a influential factor.

• Asia Marketing Journal
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• v.2 no.4
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• pp.13-35
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• 2000

기존의 관계마케팅에 대한 연구에 있어서 소비자 만족과 같은 고객의 평가에 대한 경험적 연구들이 많이 진행되어 왔지만 기업에 대한 소비자들의 관계성이 강하고 약한 다양성을 구분하지 못하고, 대부분의 연구들이 상대적으로 단기적이거나 약한 관계에 대한 실증연구의 결과들을 제시하고 있기 때문에 상대적으로 관계지향성이 높은 고객에 대한 연구가 필요하다. 따라서 본 연구는 거래적 교환관계에서부터 관계지향적 교환관계까지의 연속적 고객관계선상에서 비교적 관계지향성이 높은 고객과의 관계구축을 구전의도와 재구매의도에 영향을 미치는 요인의 관점에서 살펴보고자 하였다. 먼저 관계마케팅에서 핵심적인 구성요소인 요인별 만족과 전반적 만족 그리고 몰입과 신뢰 개념을 검토하고, 이들 구성요소들간의 관계를 파악한 후, 재구매의도에 대한 몰입과 신뢰의 효과를 검토하였다. 본 연구에서는 기업과 5년이상 장기적인 관계를 유지하고 있는 심야전력고객을 대상으로 하여 실증연구를 실시하였는데, 분석 결과 전반적 만족은 요인별 만족과 구전의도에 매개적 역할을 하는 것으로 나타났으며, 관계적 교환관계에 있어서 요인별 만족과 재구매의도는 신뢰와 몰입수준에 의해 매개되는 것으로 나타났다. 또한 요인별 만족이 신뢰와 몰입에 미치는 영향도 다르게 나타났는데, 심야요금제도와 서비스맨에 대한 만족이 몰입에 영향을 미치며, 제품요인과 대리점 요인에 대한 만족이 신뢰에 영향을 미치는 것으로 나타났다.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.15 no.3
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• pp.89-101
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• 2020

The purpose of this study is to examine how the variables of managerial competencies, namely transformational leadership, internal marketing, and structural influences, affect managerial performance through job satisfaction and customer orientation, by focusing on managers of clothing stores. Furthermore, the study aims to draw implications in connection with academic or practical start-ups that can improve management performance. Through examples of transformational leadership, internal marketing, and management performance of the previous study, the significance of the study is further stressed. Also, based on the previous study, this study empirically analyzes what results can be expected, focusing on managers of retail clothing stores, department stores, franchise stores, etc. In this study, we conduct an empirical analysis of 305 managers of retail clothing stores, department stores, franchise stores, etc. Because the results of the empirical analysis are from experiments at clothing stores first, it is found that managers' transformational leadership must go through a mediating effect process, which is job satisfaction for management performance. Second, it is found that transformational leadership must also go through a mediating effect process, which is customer orientation for management performance. Third, it is found that internal marketing must also go through a mediating effect process, which is job satisfaction for management performance. Therefore, as the researcher sought to verify, there is a complete mediating effect in retail clothing stores, department stores, franchise stores, etc., and it is confirmed that its role is significant. A study on whether or not entrepreneurship, as a control variable, affects business performance is conducted to find the statistical values that can be determine management performance when managers of retail clothing stores, department stores, and franchise stores answer entrepreneurial surveys with education- and knowledge-intensive backgrounds. As a result, with the statistical figures, it is confirmed that the managers are striving to improve their management performance based on their education- and knowledge-intensive backgrounds. Based on the research results, this study tried to test the parameters that can improve the management performance through empirical analysis centering on managers, Furthermore, the study attempted to draw implications for academic, practical, and start-ups that can improve management performance.

• Journal of the Korean Data and Information Science Society
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• v.27 no.5
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• pp.1337-1347
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• 2016

This study investigates factors affecting the number of insurance solicitor's turnovers of life insurance companies based on questionnaire about them. Since the response variable which is the number of insurance solicitor's turnovers is count data, it is analyzed by Poisson regression which is one of generalized regression. When work year in current company, which is direct influential factor on the number of insurance solicitor's turnovers, is controlled, affiliated corporation has been found to be the most influential factor. In addition, age, motivation to work as financial planner, monthly income, a number of average new contract per month, and final education have been identified to be important factors. If insurance solicitor's occupant organization is large company, the number of turnovers becomes small, but if the organization is general agent(GA), it becomes larger. When insurance solicitor's age is high, the number of insurance solicitor's turnovers are reduced. If the motivation to become a financial planner is due to acquaintance such as family and relatives, the number of turnovers becomes small.

• Journal of Korea Port Economic Association
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• v.25 no.2
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• pp.25-56
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• 2009

The purpose of this study is to analyze the components and to verify the relationship between service orientation, employee satisfaction, customer orientation and business performance of liner shipping company. In order to achieve the purpose of this study, literature survey related to service orientation, employee satisfaction, customer orientation and business performance was carried out and took a empirical analysis by the use of questionnaire method for employees in liner shipping company. The final results and conclusions are as follows; Service orientation of liner shipping company is a major element which has an effect on employee satisfaction. It has also effect on employee's dedicational attitude to achieve company's goal with pride on their duty and organization. In addition to, the relationship between service orientation, employee satisfaction, customer orientation and business performance finally reach to valuable attitude related in customer's satisfaction, and then it will read up high business performance and successful attainment.

• The Journal of Information Technology
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• v.2 no.2
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• pp.1-12
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• 1999

The purpose of this study is to classify the determinants of channel performance and to reveal the contribution of classified performance factor on the total distribution performance of individual channel members. The empirical results of this study confirm that channel member performance is too rich and complex to be accurately reflected in a single item or even limited domain performance measures. The respondents in our sample monitored a lot of different facets of performance, indicating their belief in the multidimensional nature of performance. Our finding that outcome-based monitoring was particularly pervasive was not surprising given that managerial attention to end results is expected since those results are necessary for continued survival of the dealership. However, the dealership owner were not content to rely exclusively on these outcome performance indicators. They also gathered information on the efforts and activities that lead to those outcomes as well as other facets of information such as customer satisfaction and selling skills of salesperson. Limiting the definition and measurement of performance to outcomes only, or to a single item measure would have failed to capture important facets of performance, and could distort he relationship between the managerial variables and performance.

• Proceedings of the Korean DIstribution Association Conference
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• 2007.08a
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• pp.3-26
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• 2007

Recently, both scholars and marketers have asserted the importance of boundary spanning behaviors, such as external representation, being vocal advocates to outsiders of the organization's image, goods, and services, internal influence, taking individual initiative in communications to the firm and co-workers to improve service delivery by the organization, co-workers, and oneself, and service delivery, serving customers in a conscientious, responsive, flexible, and courteous manner. However, there is lack of study dealing with bourdary spanning behaviors bewteen organizational dyads, in which boundary spanning behaviors are expected to have important roles. The objectives of this paper is to investigate these important concerns with prior research by developing a theoretical model predicting how distinct buyer's boundary spanning behaviors occur. To be concrete, this paper develops a seller characteristics-based model of the attitudinal antecedents of three conceptually distinct forms of boundary spanning behaviors, and tests the hypothesized differential effects of seller characteristics on the three forms of boundary spanning behaviors, and investigates the extent to which these relationships are mediated by relationship satisfaction and organizational commitment. For the purpose of empirical testing, 420 respondents of leading automobile dealers, dining franchisees, industrial material retailers in Korea were surveyed and the analysis utilizing structural equation model indicated that communication quality, fairness, and marketing program dynamism had positive effects on buyer's boundary spanning behaviors via relationship satisfaction and organizational commitment. In addition, boundary spanning behaviors occurred more in contractural and corporate distribution channel than in conventional distribution channel.