• Title/Summary/Keyword: 영업행동

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The Influence of the Nature of Trust on Commitment and Relational Citizenship Behavior in BtoB Exchanges Relationships (BtoB 관계에서 신뢰의 내용 및 대상 차원이 관계몰입 및 시민행동에 미치는 영향)

  • 최지호;김재욱;이성근;한계숙
    • Journal of Distribution Research
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    • v.9 no.3
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    • pp.97-118
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    • 2004
  • The primary purpose of this research is to develop and test a model that explains the process of how multidimensional trust in a supplier firm and salesperson through relational commitment influence buyer's relational citizenship behavior. The proposed framework uses a multidimensional conceptualization for the trustworthiness construct such as benevolence and credibility and incorporates two distinct facets of consumer trust, namely, organization trust, and salesperson trust. The authors test the proposed model using data from MD in buying finns.. The tests show the differential effect of trust dimensions on relational commitment and citizenship behavior. The authors discuss the implications of the findings for trust-commitment theory and practice.

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Research on the Antecedent and Consequences of Salesperson Job Satisfaction - Focused on Leadership and Organizational Citizenship - (영업사원 직무만족도의 선행변수와 결과변수 사이의 인과관계에 관한 연구 - 리더의 지원 능력과 조직시민행동을 중심으로 -)

  • Jeon, Ho-Seong
    • Korean Business Review
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    • v.18 no.2
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    • pp.151-178
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    • 2005
  • This research proposed leader's supervisory behavior as antecedent variables of salesperson's job satisfaction which had been not tested at Brown and Peterson's (1993) empirical study and used organization citizenship as consequences of job satisfaction which was widely tested at the organization related literatures. According to research outcomes, leader behavior influence job satisfaction and organizational citizenship was turned out. to be outcome of salesperson's job satisfaction. But, on the contrary to our expectation, organizational citizenship has nothing to do with salesperson's intention to stay organization. Thus, it could be said that salesperson's intention to stay and organizational citizenship were mutually exclusive outcomes variables of job satisfaction and there is no causal relationship between these two constructs. Also, as it was to be in Brown and Peterson's (1993) empirical study, it was confirmed that leader's supervisory behavior influences commitment and citizenship behavior indirectly through salesperson's job satisfaction. We proposed that sales managers concern about salesperson's job satisfaction and commitment to prevent salespersons from turnover. Especially, commitment to organization is turned out to be very important factor in salesperson management in considering that it influences salesperson's intention to stay and accommodates salesperson's prosocial behavior.

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Relationship among Sales-force Control System, Salesperson's Job Attitudes, and Performance in Hotel (호텔에서의 영업력 관리시스템과 직무태도, 성과와의 영향관계)

  • Kim, Pan-Young;Song, Sung-In
    • The Journal of the Korea Contents Association
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    • v.8 no.7
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    • pp.233-242
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    • 2008
  • Sales-force management practices(e.g., selection, training, rewards, evaluation) constitute a crucial aspect of the sales force control system, as they influence on the salesperson's role ambiguity, satisfaction and performance. But it is difficult to find studies on the effects of hotel's sales force control system. So, we studied about this subject more deeply. The purpose of our research is to examine important relationships among sales force control system(e.g., sales territory design, training, reward, training, supervisor's support), job attitudes(satisfaction and role ambiguity), and sales force performance. A conceptual model is presented and hypotheses are developed. This study contributes to sales management research of hotel sales person in some important ways. This study offers new insights both to sales practitioners and researchers. First, this study introduces a new approaching method for developing new model of hotel sales-force research. Second, in the practical implications, managers should take actions as like an encouragement, direction, monitering, and education of sales know-how to reduce the employee's role ambiguity and to improve job satisfaction and sales performance.

The Structural Relationship among Learning Goal Orientation, Creativity, Working Smart, Working Hard, and Work Performance of Salespersons (영업사원의 학습목표지향성, 창의성, 업무방법, 업무강도, 업무성과의 구조적 관계)

  • Kim, Jhong Yun
    • The Journal of the Korea Contents Association
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    • v.18 no.1
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    • pp.90-107
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    • 2018
  • The purpose of this study is to specify a structural relationship among learning goal orientation(LGO), creativity, working smart, working hard, and work performance of salespersons, verify the direct and indirect effect of variables, and examine impacts of the five factors at the same time. Also, this carried out the study to understand the relationship between the salesperson's creativity and work performance. This study targeted for salespersons who were working in various industries and total 588 were participated via on-line. According to the study, the result is as follows. First of all, There are direct effects among LGO, creativity, working smart, and work performance. However, working hard didn't have any direct effect with any other variables. Creativity and working smart have indirect effects on the relationship between LGO and job performance. In addition, the mediating effect of the model with creativity was higher than that of the model without creativity. Therefore, creativity is an individual competency that should be continuously developed to improve the work performance of a salesperson.

The Structural Relationships between Control Types over Salespeople, Their Responses, and Job Satisfaction - Mediating Roles of Role Clarity and Self-Efficacy - (영업사원에 대한 통제유형, 반응, 그리고 직무만족 간의 구조적 관계 - 역할명확성과 자기효능감의 매개효과 -)

  • Yoo, Dong-Keun;Lim, Jong-Koo;Lim, Ji-Hoon
    • Journal of Global Scholars of Marketing Science
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    • v.17 no.4
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    • pp.23-49
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    • 2007
  • Salespeople act at the point of MOT with customers and deliver the enterprise's message to the customers. They build up relationships with customers as well as deliver the customer's message to the enterprise. The salespeople's activity at the point of MOT with the customers and the degree of satisfaction of the customers' needs will affect the customers' attitude toward the enterprise, brand loyalty, and retention intention. Ultimately, it will influence the enterprise's financial performance. The control of salespe1ople is one of the most interesting topics of marketing. This research investigates the relationships of the control types over salespeople(positive/negative outcome control, positive/negative behavior control) and job satisfaction and their mediating variables. The mediating variables in the relationships have been identified as outcome/behavior-related role clarity and self-efficacy. The purpose of this study is more specifically as follows: First, it investigate how the perception of salespeople control types affect role-clarity. Second, it examines how the perception of salespeople control types influence self-efficacy. Third, it investigate the mediating role of role-clarity between the perception of salespeople control types and self-efficacy. Fourth, it investigates how role-clarity affect self-efficacy and job satisfaction. Finally, it will investigates how self-efficacy influences job satisfaction. Data were collected from the pharmaceutical industry salespeople and analyzed by SPSS 12.0 and AMOS 6.0. The data were collected by 400 respondents and 377 valid questionnaires were analyzed. The results are summarized as follows: First, positive/negative outcome controls had a positive relationship with outcome-related role clarity. Also positive behavior control had a positive effect on behavior-related role clarity, but negative behavior control didn't influence behavior-related role clarity. Second, positive outcome control influenced self-efficacy positively, but positive behavior control didn't have a positive effect on self-efficacy. In addition negative outcome control and negative behavior control had a positive effect on self-efficacy due to the mediating role of outcome-related and behavior-related role clarity. Third, outcome-related role clarity and behavior-related role clarity influenced self-efficacy positively. Behavior-related role clarity had a positive effect on job satisfaction, but outcome-related role clarity didn't influence job satisfaction. Finally, self-efficacy didn't have any effect on job satisfaction. The contributions of this study are as follows: First, existing studies have investigated the direct causal relationship between salespeoples' control type and performance, but this study investigates the structural causality between salespeoples' control types, responses, and performances. Second, this study found the mediating role of outcome-related/behavior-related role-clarity between outcome/behavior control and self-efficacy. Finally, the findings of this study further insight to existing studies on the relationship between job satisfaction and self-efficacy. The confidence of salespeoples' task influenced job satisfaction positively in existing articles,field studies, but the relationship between these two variables was not significant in this study. This means that there can be a different relationship between confidence and job satisfaction according to salespeoples' business. That is, the business environment may not be satisfying, even if the salespeople say that they have ability and confidence about their business. This means that able salespeople who have ability and confidence about their business are not satisfied with their job advancement in the company. Therefore, enterprise need to provide training that can establish a business environment that can satisfy the salespeole's expectation level which will secure good salespeople. This study may have limitation when applied to future studies. First,in this study as with existing studies it investigates the control level that salespeople feel is being measured. Actuality, the control level that a manager enforces and the control level that salespeople perceive when one is late can be different. There is need to measure lateness from both the perspective of the manager and salespeople should be done to supplement this study in the future Second, this study used variables that were connected with action result but salespeople's job satisfaction is due to the result of control. But, focusing on result of control can provide a more important financial result than sales performance. This study is also limited in that it did not consider financial result by result of control. Further studies on this will need to be done in the future. Third, this study may have a further limitation,because the investigation was restricted to pharmaceutical salespeople selling to hospitals. It is necessary to execute investigations in various industries to increase the generalization of the study findings Fourth, in this study, role clarity and self-efficacy by response variable for control and considered job satisfaction by outcome variable of control was considered. But, can other variables be considered beside response variable and result variable for control? For example, can financial affairs and change of post by outcome variable along with business stress by response variable for control be considered? Therefore, future studies need to consider various control variables. Finally, there is limited supporting research in the field of marketing which restricts the generalization of the study finding along with collecting material through random sampling of a limited size. This research summarizes the research in this area, the difference from the previous research, and provides a discussion of its limitations and the need and direction for further future research.

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The Impact of Salespeople's Belief and Task Technology Fit Dimensions for User Satisfaction with Data on Usage of Sales Force Automation (SFA에 대한 판매원의 신념과 데이터만족에 대한 과업기술적합성과의 관련성이 SFA시스템의 사용행동에 미치는 영향)

  • Park, Un-Sun;Ham, Bong-Jin;Cho, Hyung-Lae
    • 한국IT서비스학회:학술대회논문집
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    • 2008.05a
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    • pp.409-415
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    • 2008
  • 본 연구는 판매원 개인적 요인 중 서비스 및 과업수행 경험기간을 고려하여 CRM의 기술도구인 영업자동화(Sales Force Automation: SFA이하)시스템을 받아들이는 판매원의 행동특성을 파악하고 그들은 어떤 일관된 신념과 데이터만족에 대한 과업기술적합성 그리고 사용행동을 보이는지 밝히고자 한다. 이는 고객과의 관계에서 실질적인 효과를 높일 수 있는 긍정적이고 적극적인 자세로 주도적인 판매 업무를 강화시키기 위한 것으로 판매원이 SFA 시스템 기술을 단순히 업무상으로 접근하는 것이 아니라 좀 더 효과적으로 기술을 수용하려면 판매원의 심리를 어떻게 파악해야하며 적절한 시스템에 적용 및 데이터 만족에 대한 과업기술적합성과 함께 유도하여 사용행동으로 이끌도록 하는데 의의가 있다.

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Testing the research model predicting the turnover intention among salespersons (영업사원의 이직의도 예측 모형 검증: 대안적 회사 매력도의 영향)

  • Chun, Kwang-Ho;Chang, Jae-Yoon
    • Proceedings of the Korean Association for Survey Research Conference
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    • 2005.12a
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    • pp.221-245
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    • 2005
  • This research introduced the concept of 'alternative attractiveness' derived from the social exchange theory to the research model predicting turnover intention among salesforce. By doing so, we tried to broaden the understandings of relationship between salesperson job attitude and salesperson behavior. We collected and analysed the data from the survey on the 178 salespeople employed at the life insurance companies. We found the alternative attractiveness to be a significant antecedent of the turnover intention. Specifically, the more attractive the alternative the greater the intention of turnover. However, we also found that the salesforces are less attracted to the alternative if they are more satisfied with their jobs. Finally, this research can be a seminary work with the relational perspective for the studies of salesforce management.

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Developing a Competence Model for Salespeople in a Small-medium Size IT Firm N (중소IT기업 N사 영업사원의 핵심역량모델 개발)

  • Lee, Soon-Hee;Shim, Ji-Hyun
    • 대한공업교육학회지
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    • v.41 no.1
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    • pp.88-107
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    • 2016
  • Hatching and developing great human resource is getting important in these competitive business environments. It is important to define and utilize personalized competence model for individual firm before hatching and developing its HR. Competence is a unique set of behavior shown as a result of sum of knowledge, skill, value and other personal traits in his/her working environment and the systematic process finding and defining the competence is called competence modeling. The purpose of this study was to perform competence modeling for a small-medium size IT firm N especially for its salespeople and offer suggestions of the usage of the result. Competence model was developed by 'Covering general model' suggested by Dubois. To confirm the validity, survey and workshop was conducted and the model was finalized based on the results. As a result, total 14 core competencies were found and defined by the core salesperson of the firm N. Also the competencies were categorized into three based on the timing of the usage. Additionally, this study offers the ways to utilize the result as foundation for competence based HR system and HRD program for firm N.

Empirical Analysis of SFA (Sales Force Automation) System Utilization Level and Performance in Pharmaceutical Companies in Korea (국내 제약기업에서의 SFA(sales Force Automation) 시스템 활용수준과 기업성과의 실증분석)

  • Jang, Kyoung won;Ko, Gunhyuk;Ha, Dongmun
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.11
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    • pp.182-190
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    • 2018
  • Many pharmaceutical companies operate the SFA system to support salespeople. The SFA system is used for various behaviors of salespeople. However, there is a lack of empirical analysis on the performance of SFA in Korea. The purpose of this study is to investigate the utilization of SFA system and the non - financial performance of SFA system. The subjects of the survey were 347 pharmaceutical community members who consisted of pharmaceutical salespeople and surveyed online for 18 days from March 13, 2018 to April 30, 2018. and the effective response rate was 23.1% (80/347). The analysis shows that the higher the level of SFA system utilization, the higher the non - financial performance. By type of company, the utilization level of multinational companies was higher than that of domestic companies. Among the SFA utilization level items, 1.47 points (3.65, 2.18) were higher than the domestic companies in terms of the support service items. Among the SFA performance items, foreign companies were 1.47 points (3.16, 1.69) Respectively. This suggests that the SFA development and operation method of the domestic company focuses on the management service rather than the support service for the salesperson and the customer satisfaction. Through this study, it is considered that domestic companies should strengthen sales person support and customer satisfaction information providing function when operating SFA system.