• 유통과학연구
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• 제20권9호
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• pp.109-126
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• 2022

Purpose: The role of salespersons' emotions in effective selling behavior garners attention among scholars and practitioners. Previous studies have investigated the effects of emotional intelligence and emotional labor on sales success separately. However, to understand the whole process, the relationships among salespersons' cognition, emotions, and behaviors should be considered simultaneously. Accordingly, we uniquely examined how salespersons' emotional intelligence (emotional antecedent) and customer orientation (cognitive antecedent) influence their emotional labor (deep acting vs. surface acting), adaptive selling behavior, and the selling results in the retail environment. Research design, data, and methodology: To improve methodological rigor, we used the dyadic approach. We measured 182 salespersons' emotional intelligence, customer orientation, and emotional labor, and 364 customers assessed the salespersons' adaptive selling behavior and selling results in the insurance and duty-free department retailing sectors. Result: The findings suggest that salespersons' customer orientation and emotional intelligence relate to deep-acting of emotional labor, affecting their adaptive selling behavior and relationship quality with customers. Conclusions: As for managerial implications, sales managers may well consider emotional intelligence levels when selecting salespersons in the retail industry. Additionally, practical training programs are required to cultivate customer orientation, emotional intelligence, and deep acting while performing emotional labor.

• Asia Marketing Journal
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• 제12권3호
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• pp.81-97
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• 2010

성숙기에 접어든 홈쇼핑업계에서 CJ오쇼핑은 차별화된 상품구색과 다양한 프로그램 및 플랫폼을 제공하고 대 고객 서비스를 강화함으로써 좋은 성과를 거두고 있다. 본 사례에서는 CJ홈쇼핑이 새로운 변화가 필요했던 이유는 무엇이었고 어떠한 변화전략들을 실행하였는지를 살펴보았다. 특히 2008년 당시 도출했던 문제점들을 토대로 어떠한 새로운 비전을 수립하면서 사명을 바꾸었는지, 소매믹스측면에서는 어떠한 차별화 전략을 실행했는지, 그 성과는 어떻게 나타났는지에 대해 고찰하였다. 마지막 부분에서는 CJ오쇼핑의 향후 과제와 방향에 대해서 논의하였다.

• 한국측량학회지
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• 제31권3호
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• pp.221-228
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• 2013

도시계획이나 상권분석 등의 분야에서, 중심지의 성숙도와 같은 중심지에 대한 평가는 합리적 의사결정을 위해 고려하여야 할 중요한 정보이다. 본 연구에서는 서울시에 대한 2004년과 2009년의 전화번호부 업종 데이터 중 대표적인 소매업종인 소매, 생활서비스, 음식업의 세 업종을 선택하여 중심성 지수와 입지계수를 구했다. 중심성 지수와 세 개의 소매업종에 대한 입지계수로부터 각각 중심지의 성장, 쇠퇴, 성숙을 파악하고 이를 비교, 분석하여 중심지 평가 방법을 제시하였다. 본 연구를 통해 어떤 중심지에 대해서 세 소매업종에 대한 입지계수를 비교하여 성장지역인지, 쇠퇴지역인지, 아니면 성숙지역인지의 여부를 파악할 수 있음을 알 수 있었다. 이러한 중심지의 평가 결과는 상권분석에서 업종의 선택이나 출점 가능 여부 판단과 같은 업무에서 중요한 지표로 매우 유용하게 사용될 수 있을 것이다.

• The Journal of Asian Finance, Economics and Business
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• 제9권6호
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• pp.195-206
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• 2022

The purpose of this paper is to examine how loyalty programs designed by retail stores affect customer retention. The present study is one of the few empirical studies finding the role of different loyalty programs that help to build customer retention. The study also seeks to explore the moderation role of customer perceived value between intrinsic motivation - customer retention and extrinsic motivation - customer retention. The researchers employed a quantitative research design to collect data from the 350 respondents who purchased goods from the retail chain/departmental stores in Bangladesh. The collected data are then analyzed using structural equation modeling. The result of their findings indicated that the size of the organizational reward has a positive effect on intrinsic and extrinsic motivation; further extrinsic motivation has a significant relation to customer retention. Surprisingly, no support was found for the positive impact of intrinsic motivation on customer retention. Customer perceived value (CPV) is critical as a moderator in building client retention, which improves the positive association between extrinsic motivation and customer retention. CPV, on the other hand, was found to mitigate the negative link between intrinsic motivation and client retention.

• 유통과학연구
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• 제12권9호
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• pp.5-13
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• 2014

Purpose -This study is to measure the effects of retail legislations on small retailers and traditional markets. Research Design, Data, and Methodology - The authors have developed a questionnaire with five hypotheses on the basis of previous research results and six constructs: the improvement of sales volume, the number of customers, the improvement of store traffic, the increase of store staff, business expansion and retail regulation. Furthermore, the research has adopted a five-point Likert-scale technique. In order to increase research reliability as well as validity, the authors have adopted a few different research techniques such as exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Results - Although existing retail regulations might be better than nothing for now, the degree of retail constraints on large retailers should be strengthened. Furthermore, different legal methods to protect mom and pops are needed. Conclusions - In order to improve the effects of retail restrictions on large retailers, the research indicates that the central government should change a retail policy, that is, introduce new technical ways to keep mom and pops and conventional markets.

• 산경연구논집
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• 제8권1호
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• pp.15-22
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• 2017

Purpose - Retail companies are turning from one type of retailer to multiple business categories through various reasons, such as taking advantage of existed types of retailers' channel distribution, information and know-how, and entering into new types of retailers. However, there is few research conducted about multiple type of retailers. Research design, data, and methodology - In this research, the references, data and new stores on E-mart will be collected. The dissertation, annual report, statistical data, land-book of E-mart will be also collected to confirm whether E-mart has made any acquisition towards another company. Results - There is a tendency to new stores expansion, store enlargement and prolonging the opening preparation of new stores, based on the core of new stores expansion of E-mart as a general supermarket type of retailers. Based on general supermarket type of retailers, E-mart begins to diversify its retail company's type of retailers. Conclusions - As a general supermarket which is the most important type of retailers, E-mart is expanding into SSM type of retailers to seek new power of growth while slowdown growth is shown in general supermarket type of retailers. The expansion into SSM type of retailers would be a wise option as a retail company, E-mart is able to keep growing in the future.

• The Journal of Asian Finance, Economics and Business
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• 제9권8호
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• pp.89-97
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• 2022

The e-commerce market faces significant credit risks due to the complexity of the industry and information asymmetries. Therefore, credit risk has started to stymie the growth of e-commerce. However, there is no reliable system for evaluating the creditworthiness of e-commerce companies. Therefore, this paper constructs a credit risk evaluation index system that comprehensively considers the online and offline behavior of online retail enterprises, including 15 indicators that reflect online credit risk and 15 indicators that reflect offline credit risk. This paper establishes an integration method based on a fuzzy integral support vector machine, which takes the factor analysis results of the credit risk evaluation index system of online retail enterprises as the input and the credit risk evaluation results of online retail enterprises as the output. The classification results of each sub-classifier and the importance of each sub-classifier decision to the final decision have been taken into account in this method. Select the sample data of 1500 online retail loan customers from a bank to test the model. The empirical results demonstrate that the proposed method outperforms a single SVM and traditional SVMs aggregation technique via majority voting in terms of classification accuracy, which provides a basis for banks to establish a reliable evaluation system.

• 융합경영연구
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• 제4권2호
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• pp.1-19
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• 2016

The purpose of this study was to examine the issues involved in offering superior customer experience on fashion retail stores in Brazil. The approach used to access CEM (Customer Experience Management) issues was a special questionnaire with 23 questions, through a research with managers of three important brazilian fashion retail chains (focused on class A clients). Some statistical techniques were used for data processing. It was possible to analyze the aspects that impact on the customer experience and their relevance. it was possible to realize that CEM is effective in increasing productivity and, so, it can be used as a guideline matrix management in decision making to promote superior customer experiences. The classical management is usually conservative and avoids to deal with strategies that do not necessarily involve numbers. Dealing with intangible and so subtle experience is unusual and a huge challenge, but sometimes it is necessary to look beyond the obvious and accessible statistics. If CEM is a strategy to focus on operations and processes of a business around the customers experiences with the company, it is essential to structure it and find out its effectiveness.

• 한국건설관리학회논문집
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• 제18권1호
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• pp.90-99
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• 2017

본 연구는 서울의 상업용 부동산인 오피스 빌딩 및 소매용 부동산 자산을 대상으로 체계적 위험과 자본환원율 간의 관계를 실증분석함으로써 시장의 효율성과 CAPM의 적용여부를 검증하는 것을 목적으로 한다. 이를 위하여 본 연구에서는 투자의 위험을 수반하는 자본자산의 기대수익률 결정이론인 자본자산가격결정모형(CAPM)을 토대로 서울의 3대 오피스 빌딩 시장인 강남권, 여의도 마포권, 도심권 그리고 기타권역과 소매용 부동산의 3대 시장인 강남권, 신촌 마포권, 도심권 그리고 기타 권역에 대하여, 시장포트폴리오인 증권시장선과 권역별 초과자본환원율로 산정된 증권특성선을 비교 및 분석하였으며 그 결과, 오피스 빌딩 시장에서 GBD 권역을 제외한 나머지 권역들(YBD 권역, CBD 권역 그리고 기타 권역), 소매용 부동산 시장에서는 SBD 권역 및 CBD 권역에서 체계적 위험이 증가할수록 분기초과자본환원율이 감소하여 시장이 효율적이지 않음을 알 수 있었다. 이와 함께, 오피스 빌딩 시장의 4개 권역(강남권의 GBD 권역, 마포 여의도권의 YBD 권역, 도심권의 CBD 권역, 그리고 기타 권역)과 소매용 부동산 시장의 4개 권역(강남권의 GBD 권역, 마포 신촌권의 SBD권역, 도심권의 CBD 권역, 그리고 기타 권역) 모두에서 CAPM이 성립하지 않음도 확인할 수 있었다.

• 한국정보시스템학회지:정보시스템연구
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• 제20권1호
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• pp.127-146
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• 2011

Coping with the rapid change of competition in retail industry, retail firms have dreamed various differentiation strategy to obtain their added value and their life. And they have considered CRM strategy that can differentiate with other retail firms in order to develop some new differentiation factors. So we searched new factors that is best for "T store" and found CRM strategy such as the optimization for product portfolio considering private-brand products and the optimization for product display for customer demands. This study is meaningful in that it has suggested a new CRM strategy model, which can manage new various differentiation factors of a retail firms considering its core competence. We verified and altered retail firm's business model using system dynamics. By simulation results, CRM strategy need long time to obtain visible and satisfactory performance of "T store".