• 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.

• Proceedings of the Korean DIstribution Association Conference
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• 2006.02a
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• pp.43-78
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• 2006

While trust and commitment, essential ingredients of the relationship quality variables, are core mediating variables for the purpose of maintaining the long-term relationship, in the context of the internal political economy of company and the relational performance of its members, there have been limited studies which explore as to how each of the dimensions have affect differently. The basic purpose of this study is to examine the relationship between an automobile manufacturer and its agencies. The main purpose of this study is to examine how each different dimension of trust and commitment on the automobile manufacturer have different mediating effects in the context of internal political economy variables and relational performance perceived by its agents. Another purpose is to investigate the mechanism by which the relational performance of the agencies is improved. An empirical study surveying 115 sales office managers at a leading automobile manufacturer in Korea was conducted. An analysis of the collected data indicates that while internal political economy variables have a positive influence on the agencies' relational performance through the mediating role of trust and commitment, agencies' benevolence on its headquarter has a different influence on the dimensions of commitment. Currently, an automobile manufacturer is advised to implement the relational management philosophy in dealing with its agencies with an hope of innovative orientation for customers. In this sense, this study is a big stride in providing ample implications for the automobile manufacturer in establishing trust and commitment, which are the prerequisite conditions in developing and maintaining a successful long-term relationship with its agencies, and in improving the agency's relational performance.

• Proceedings of the Korea Information Processing Society Conference
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• 2021.05a
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• pp.175-178
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• 2021

예로부터 보험은 보험사가 전담하여 판매하였었다. 보험사에 설계된 보험사가 오직 그 보험사만의 보험 상품을 판매하는 형태로 판매가 진행되었었다. 하지만 현재는 2005 년 보험대리점이 생겨나고서 보험대리점에서 다양한 보험사들의 보험 상품들을 판매하면서 보험사로부터 수수료를 받는 새로운 형태의 판매가 진행되고 있다. 그런데 이 수수료를 지급하는 방식에 대해, 지급 내역을 보험사에서 보험대리점으로 메일로 전송하는 식으로 보안성이 떨어지는 방식을 취하고 있으며 데이터의 형식도 모두 달라 보험대리점에서 따로 취합을 해줘야 하는 일이 발생한다. 본 논문에서는 이것을 블록체인을 통해 신뢰성 높은 방식의 데이터 전송을 지원하며 전송 형식 또한 규격화 하면서 보험대리점에서의 부담 또한 덜어주는 시스템을 구현하였다. 이 시스템을 통해 보안 및 업무의 낭비가 줄어드는 것을 기대한다.

• 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 Distribution Research
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• v.12 no.1
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• pp.1-31
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• 2007

While trust and commitment are core mediating variables for the purpose of maintaining the long-term relationship, in the context of the characteristics of company and the relationship performance of its members, there have been limited studies which explore as to how each of the dimensions has affects differently. The basic purpose of this study is to examine the relationship between an automobile manufacturer and its agencies. The main purpose of this study is to examine how each different dimension of trust and commitment on the automobile manufacturer has different mediating effects between the characteristics of company(organization characteristics, relationship characteristics) and relationship performance perceived by its agents. Another purpose is to investigate the mechanism by which the relationship performance of the agencies is improved. An empirical study surveying 115 sales office managers at a leading automobile manufacturer in Korea was conducted. An analysis of the collected data indicates that while the characteristics of company have a positive influence on the agencies' relational performance through the mediating role of both trust of benevolence and commitment, agencies' trust of their headquarter's benevolence has a different influence on the dimensions of commitment. Finally, the authors discussed some theoretical contributions and managerial implications. And then, they presented limitations of this study and the future research directions.

• 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.

• 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.

• Journal of Distribution Research
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• v.8 no.2
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• pp.67-84
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• 2003

This study suggests new perspective of interorganizational communication. The importance of communication quality is increasing because it affects performance of marketing channels. In perspective of information exchange, communication quality consists of accuracy, availability, timing, and credibility. In research model, the antecedents of communication quality adopt willingness of information sharing and capability of efficient communication. To examine effects of communication quality on channel performance, research model includes relation of communication quality and conflicts. For empirical test, relation of PC makers and their dealers is decided as a focal dyad. Findings indicate that overall hypotheses are supported except the relation of willingness of information sharing and communication quality.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.2
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• pp.229-238
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• 2003

The objective of this study is to investigate the impact of firm's various kind of characteristics on the oust in the supply chains between the textile makers and the retailers. Based on the preceding literature review. six hypotheses are proposed. To test the proposed hypotheses, data were collected utilizing questionnaires from 68 retailers(fashion shop). To analyze the data the SPSSWin statistical package was employed. Two(H4 and H6) out of six hypotheses were accepted, the others were rejected. According to the results, the greater the impact of the shared value and the reputation for the retailers on the textile maker is, the stronger the trust of the retailers in the textile maker is. Based on the research results, we can conclude that the trust management is a very important factor in the supply chains between the textile makers and the retailers.

• 한국벤처창업학회:학술대회논문집
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• 2021.04a
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• pp.165-170
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• 2021

최근의 코로나19 사태로 관광·항공업계가 극심한 어려움을 겪고 있다. 항공업계의 대안 중 하나는 화물운송이다. 항공사들은 여객수요 급감으로 인한 매출감소 폭을 줄이기 위하여 화물운송 부문을 강화하고 있다. 항공화물운송은 타 운송과 구분되는 제반 특성으로 인하여 시장규모가 지속적으로 증가하고 있다. 항공화물운송 대리점(forwarder)은 수출과 수입에 있어서 중요한 역할을 담당하며, 중요한 비즈니스 파트너인 항공사와 수출입자와 우호적인 긴밀한 관계를 구축하고 계속 유지해야 한다. 사회적 교환이론(social exchange theory)은 이러한 관계가 구축되기 위해서는 거래당사자 간의 거래규모나 거래기간, 거래빈도 등의 유형적인 측면도 중요하지만, 신뢰와 몰입, 애착 등의 무형적인 측면의 교환이 선행되어야 한다는 것을 강조한다. 본 연구의 연구목적은 다음과 같다. 첫째, 물류서비스기업의 업무 프로세스를 규명하고 운송기업 및 화주기업과의 사회적 교환행동은 어떻게 이루어지는지 조사한다. 둘째, 이러한 사회적 교환행동이 물류서비스기업의 다양한 경영성과에 얼마나 영향을 미치는지를 분석한다. 셋째, 각 구성원 간의 관계기간에 따라서 이러한 영향력이 달라지는지를 살펴본다. 특히 본 연구는 많은 기존연구에서 구분되었던 신뢰(trust)와 몰입(commitment) 개념을 통합함으로써 연구모형의 간결성(parsimony)과 실용가능성(practicality)을 제고하고자 한다. 결과적으로 본 연구는 운송기업 및 화주기업에 대한 물류서비스기업의 사회적 행동이 신뢰에 기반한 우호적인 관계를 구축하는지, 경영성과에는 어떤 영향을 미치는지를 실증적으로 살펴보고, 관계기간의 조절효과를 규명함으로써 학문적으로나 실무적으로 유용한 시사점을 제공할 수 있으며, 창업 물류서비스기업에 유용한 가이드라인을 제시할 수 있을 것이다.