• Journal of Distribution Science
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• v.5 no.1
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• pp.5-22
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• 2007

This research is focused on the effects of salesmen's service-justice and using the IT devices on customer response. Specially, I want to know for the response when our customer take the service from the salesmen. From analysis of the resulting data, using the IT devices are increased the quality of salesmen's service-justice. Salesmen's distributive-justice affects to positive the relationship quality. But procedural justice and interactional justice cannot affect to positive the relationship quality. Maybe, I think that the reason will be a feature of insurance goods. And relationship quality affect to positive the customer's response. There are limitations on generalization due to the results based on only insurance industry, but this study will be a useful exploratory step before designing a future survey.

• Journal of Digital Convergence
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• v.15 no.12
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• pp.195-202
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• 2017

Previous studies on salesperson's performance have concentrated on increasing job satisfaction through compensations and benefits or effective communication processes and have not sufficiently considered the emotional aspect of salesperson's selling behaviors. The purpose of this study is to investigate informal learning and positive psychological capital on the relationship between job satisfaction and customer orientation of IT salespeople. Data were collected from 159 IT salespeople and analyzed by structural equation modeling (SEM). As a result, it was found that the informal learning of IT salesperson had a significantly positive impact on positive psychological capital. Positive psychological capital was significantly affect on job satisfaction and customer orientation. Positive psychological capital mediated the relationship between informal learning and job satisfaction/customer orientation. The results of this study suggest that there is a need to develop informal learning based on positive psychology and to strengthen the reflected job satisfaction and customer orientation.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.1
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• pp.17-32
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• 2019

Sales representatives of automobile company play a key role in the circulation system. Given the characteristics of the good, consumers demand high-quality information and guides from the salespersons when they decide to purchase an automobile. Sales representatives provide service to the customers in accordance with their needs to help purchase decision-making process. Therefore, a sales representative's personal competence have a significant effect on sales performance. Based on this hypothesis, we assumed that personal competence of a salesperson has a positive correlation with sales performance. An empirical analysis was conducted to test the hypothesis. This study classifies personal competence into 4 independent variables((1) sales technique professionalism (2) salesperson's attitude and relationship with customers (3) emotion utilization (4) emotion control) and measures the correlation with the dependent variable(sales performance). To verify the relationship, we set and modified the hypothesis based on the precedent studies and researches. In addiction, a survey was conducted targeting 300 local salespersons from Gyeonggi-Gangwon region. 268 valid samples were used and analyzed with SPSS WIN24.0 statistical program. As a result of an empirical analysis, it turned out that sales technique professionalism and emotion utilization have positive correlation with sales performance. However, the result failed to support the assumption that sales representative's attitude and relationship with customers and emotion control have positive correlation with sales performance. At last the result revealed that personal competence should be considered as an important determinant of recruitment specification for sales representatives.

• Journal of Distribution Research
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• v.16 no.1
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• pp.179-222
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• 2011

This research investigates the influence of relational characteristics on 'co-defection', customer defection following salesperson turnover, in the context of salesperson-customer relationship. Based on the social exchange theory, it was hypothesized that perceived relational benefits and switching costs affect directly the customer's intentions to defect. Key constructs in relationship marketing such as customer satisfaction, trust, and loyalty were hypothesized to affect the customer's intention to defect as well as perceived relational benefits and switching costs. The results of structural equation modeling using a survey sample of 503 insurance customers who purchased life insurance policies through salespersons unveiled that the customer satisfaction with salesperson and the customer trust in salesperson strongly influence the salesperson-owned customer loyalty. However, they did not have significant direct effects on co-defection intentions. All paths from salesperson-owned customer loyalty to perceived relational benefits and perceived switching costs were also significant. Salesperson-owned customer loyalty did not have significant direct effects on co-defection intentions, but it had significant indirect effects on co-defection intentions through relational benefits and switching costs. Three sub-dimensions of perceived relational benefits had significant positive effects on co-defection intentions while the perceived switching costs had significant negative effects on co-defection intentions. The significance of our research findings were verified by comparing the hypothesized model and the rival model in the past studies.

• Journal of Distribution Research
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• v.11 no.4
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• pp.49-70
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• 2006

This study aims to identify the effect of information quality of CRM and salespersons' adaptive selling behavior(ASB) on their performance. For this research goal, the authors established research model and hypotheses which focus to the mediating role of quality of customer relationship. The results of empirical analysis show that information quality of CRM has no direct effect on salesperson performance and just indirectly influence to it via quality of customer relationship. Compared to this result, ASB directly and indirectly affects on performance. These results suggest that the most important thing to enhance salesperson performance is the maintenance of good relationship with customers.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.1
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• pp.521-529
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• 2020

This paper attempted to empirically analyze whether or not ethical behavior at the individual level has a positive effect on both companies and employees. In addition, based on the social exchange theory, a hypothesis was established that perceived supervisory support has a positive moderating effect on the relationship between ethical behavior, job satisfaction, and job performance. As a result of analyzing a questionnaire given to 238 sales employees, It was first verified that ethical behavior by sales staff had a positive effect on job satisfaction and performance, as expected in the hypothesis. Second, the moderating effect of perceived supervisory support was significant only in the relationship between the ethical behavior of the salesperson and job performance. On the other hand, the moderating effect of perceived supervisory support on the relationship between ethical behavior and job satisfaction was not verified. Based on the results of this study, the implications and future directions of study are presented.

• Journal of the Korea Society for Simulation
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• v.31 no.1
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• pp.1-9
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• 2022

As the automobile market has grown steadily in recent years, consumer expectations have also risen. Therefore, it is necessary for automobile sales offices to create innovative customer value that is different from the past. Auto sales offices are making efforts to select salespeople who fit their management strategies, but they are having difficulties in evaluating their actual internal capabilities. Therefore, in this paper, based on the study of Spencer & Spencer (2008), we reconstruct the core competencies required for salesperson selection, and analyze the core competencies required for today's automobile salespersons by deriving the hierarchical importance between those competencies using AHP analysis. As a result, it was possible to derive the importance of core competencies different from previous studies. This is believed to be mainly due to the modern social market, the characteristics of existing car salespeople, and the tendency of recent customers. This study showed that it is possible to set selection criteria according to the ease and importance of calculating the required competency through AHP analysis. In addition, if the existing research is based on job specifications, this study is different in that it analyzed the actual group of experts.

• Asia Marketing Journal
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• v.11 no.3
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• pp.125-149
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• 2009

Many studies have been conducted to find the causal factors that influence salesforce performance and turnover behavior. This study focuses on the turnover intention of salesperson. Specifically this study argues that the causal relationship among job performance, job stress and turnover intention will be mediated by job conflict of salesperson. We develop the hypotheses from the conceptual framework and empirically test them for the salespersons of lifetime insurance companies. Based on the previous studies and conceptual framework developed in this study, we derive 8 hypotheses. <Figure 1> shows the conceptual framework from which hypotheses are derived. Hypotheses for the empirical test are as follows: H1: Job performance will have negative impact on the turnover intention. H2: Job performance will have negative impact on the job conflict. H3: Job stress will have the positive relationship with the turnover intention. H4: Job stress will have the positive relationship with the job conflict. H5: Job conflict will have the positive relationship with the turnover intention. H6: The negative impact of job performance on the job conflict will be moderated by job education/training. H7: The positive impact of job stress on the job conflict will be moderated by job training. H8: The positive impact of job conflict on the turnover intention will be moderated by the switching costs. To test the 8 hypotheses, we estimate the level of fitness and parameters of structure equation model by using AMOS 5.0. <Table 1> shows the results of empirical tests for hypotheses. <Table 2> shows the moderating effect of job training. <Table 3> shows the moderating effect of switching costs. This empirical study finds interesting results. The job training has the moderating effect on the causal relationship between job performance and job conflict. But it is found that the job training has not the moderating effect on the causal relationship between job performance and job conflict. These results may be due to the fact that Korean insurance company mainly focuses on training of the job skill and knowledge, not motivational elation of salesforce.

• 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.

• Digital Contents
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• no.2 s.141
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• pp.108-113
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• 2005

회사의 중대한 콘텐츠 관련 정보나 첨단 기술의 유출에 관한 보고서에 따르면 영업 비밀의 유출을 시도하는 주대상은 퇴직사원이 69.4%, 현직사원이 16.7%로 나타났다. 그러나 퇴사후 몇 년 간 취업제한 비밀유지 서약 등 퇴직자에 대한 보안관리를 공식화하고 있는 기업은 49.5%에 불과하다. 대부분의 IT중소 벤처기업들은 영업 비밀보호에 대한 적절한 법적 장치를 마련하고 있지 않는 등 그 중요성을 인식 하지 못하고 있어 향후 심각한 분쟁의 가능성을 내포하고 있다. 이에 이번 호에서는 디지털콘텐츠 기업을 위한 영업 비밀 보호 방안에 관한 법적 문제를 다로가자 한다.