• International Journal of Advanced Culture Technology
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• v.9 no.3
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• pp.92-99
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• 2021

In this research, it was investigated the competence of Korean salesmen in the insurance business(B2C, consumer goods marketing) and information communication industry(B2B, industrial goods marketing) at the individual level rather than the organizational level. The salesperson's Guanxi ability means the salesperson's ability to create, maintain, develop the Guanxi ability. Namely, it was investigated whether the Korean salesman's Guanxi ability is the effective and persuasive concept in explaining the sales performance(company performance, business performance). The purpose of this paper was to verify which variables, among Guanxi ability and customer orientation, better explain the sales performance of salespeople. The Western concept of marketing that is closest to Guanxi is the concept of the customer-orientation that is based on the theory of relationship exchange. Confucian culture in the East is the construct concept, Guanxi is the measurement. The relational exchange theory in the West is the construct concept, customer orientation is the measurement. As the result of the analysis, we found that the Guanxi proved a greater correlation with sales performance than customer orientation. In the information technology industry, there was a big difference compared to insurance industry, whereas Guanxi and customer orientation had a similar level of correlation with sales performance. In the case of the insurance industry, we found that the Guanxi and sales performance were significant but the customer orientation and sales performance were not. This means that sales performance can be accurately and sufficiently explained only by adding the Guanxi ability in addition to customer orientation. The result of analyzing the mediating effect of the Guanxi ability between customer orientation and company performance, customer orientation was significant with Guanxi, and customer orientation and company performance were also significant. But, when the Guanxi was used as the parameter, the Guanxi was significant with company performance, but the customer orientation was not. Even when the dependent variable was business performance, when the Guanxi was used as the parameter, we found that the Guanxi was significant with the business performance, but the customer orientation was not. Namely, it proved Guanxi ability and customer orientation are completely independent concepts. In addition, we found that the information technology industry, unlike the insurance industry, mediated the Guanxi ability between customer orientation and sales performance. We confirmed that in the future, salespeople should not only rely on rational methods to maintain and reinforce customer relationships, but must consider the emotional factors through empathy with customers.

• 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.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.5 s.142
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• pp.607-616
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• 2005

The purpose of this study was to investigate service quality of department stores located in Daegu and to examine the effects of service quality on customer satisfaction and store patronage. Data(N=285) were analyzed, using factor analysis, 1-test, ANOVA and regression analysis. The results suggest that service quality was divided into 3 dimensions (reliability, tangibles, empathy) and that service quality enhanced customer satisfaction and store patronage. Specifically, tangibles had a positive effect on customer satisfaction, and reliability had a positive effect on store patronage. Also, personal characteristics were related to service quality, customer satisfaction and store patronage. For instance, male customers evaluated tangibles of service quality more positively than female customers. The married evaluated service quality, customer satisfaction and store patronage more positively than the single. While people aged above 36 yews evaluated reliability and empathy of service quality more positively than people aged below 35 years, people in their 20s evaluated tangibles more positively than people in their 30s. People in a higher income bracket (i. e., \301,000,000- \400,000,000) evaluated reliability and empathy of service quality and store patronage most positively, while people in a lower bracket (i. e., below \200,000,000) evaluated most negatively.

• Fashion & Textile Research Journal
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• v.18 no.3
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• pp.282-288
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• 2016

This project aims to provide information on organizations and characteristics of Korean designer fashion industry in order to improve employment environment in fashion designer brands. This study utilizes the questionnaires and interviews with designers or human resources managers in Korean designer brands for forms, size and way of employment. The result shows that firstly, the size of employment in fashion designer brands is almost operated by small-scale human resources. Secondly, It is researched that they recruit less than 10 temporary employees per a brand on average as a problem. Thirdly, there are differences in business according to forms of employment. As researched, permanent employees usually conduct in design, products plan and production management, but, temporary employees conduct as a business assistant and salespeople. Fourthly, it is revealed that average salaries for permanents in fashion designer brands are between 1,510,000 and 2,000,000 won as the most people said. Moreover, the average salaries for temporaries are similar with permanents' as between 1,170,000 and 1,500,000 won. In fifth, in terms of the ways for recruitment, the proportion of job seekers who find a job by nonscheduled admission and special employment is larger than other ways. Finally, as a result of a research on an employment contract, employees have written the employment contract with the brands.

• Fashion & Textile Research Journal
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• v.14 no.2
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• pp.230-241
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• 2012

The purpose of this study was to examine the effect of power sources of department store and fashion company, and salesperson's job consciousness on job satisfaction in the middle management system of department store. Questionnaire data from 193 salespeople in the middle management of department store were analyzed by reliability analysis, factor analysis, correlation analysis, multiple regression analysis, hierarchical regression analysis. The results of this study were as follows: First, coercive power, informational and expert power, and referent power of department store had significant effects on job satisfaction. The coercive power of department store had a negative influence on job satisfaction, while informational and expert power, and referent power of department store had a positive influence on job satisfaction. Second, referent power, expert power, reward power, coercive power of fashion company had a positive influence on job satisfaction. Third, referent power of department store had a greater influence on job satisfaction than other power sources. Fourth, job commitment and pride, prospect awareness had a positive influence on job satisfaction, while professional self-awareness had no effect on job satisfaction.

• The Research Journal of the Costume Culture
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• v.13 no.3 s.56
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• pp.452-468
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• 2005

The major aim of this study was to find factors that effectively improve the satisfaction of apparel firms' employees who are the internal customer and how these factors affect customer satisfaction. The subjects of the study was salespeople working at major women's apparel retail outlets and their customers located in Seoul. A data from 192 questionnaire were used for the final analysis. Descriptive statistics, factorial analysis, Cronbach's a, Person's correlation coefficient, and multiple regression were conducted. The results indicated that factors influenced by internal marketing were recruitmenteducation training, power endorsement, internal communication, CEO's management style and human resource management Regression analysis results indicated that recruitmenteducation training and power endorsement significantly influenced internal performance of the organization (employee's commitment to and satisfaction with the organization). Employee's commitment significantly influenced external performance of the organization, consumer satisfaction where as employees' satisfaction with the organization did not have significant effect.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.5
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• pp.537-546
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• 2011

This study shows the necessity of internal marketing activities and the need for effective internal marketing programs for fashion shop. This research tests the hypothesized relationships between internal marketing and its determinants such as job satisfaction, organizational commitment, and customer orientation. To measure these hypotheses, a total 200 questionnaires were distributed and 185 were collected. Finally, 163 questionnaires were used for the analysis, while 22 were found invalid. The frequency analysis, factor analysis, reliability analysis, and multiple regression were conducted after coding and cleaning by SPSS 18.0. The internal marketing activities were classified into five factors (internal communication, welfare system, empowerment, educational training program, and incentive system). The results of this study are as follow. First, internal marketing activities have a positive influence on job satisfaction and organizational commitment. Second, job satisfaction has an effect on organizational commitment. Third, internal marketing activities, job satisfaction, and organizational commitment have a positive influence on customer orientation. Accordingly, it should raise the standard of customer orientation, if it is promote the job satisfaction and organizational commitment of employee through internal marketing activities such as internal communication and empowerment.

• The Research Journal of the Costume Culture
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• v.14 no.4
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• pp.542-555
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• 2006

The main objective of this study was to investigate the relationship between benefits segmentation and knitwear purchasing behavior of college female students in the U.S. The questionnaires for this survey were developed to measure knitwear purchasing behavior and benefits segmentation. The questionnaire was administered to 119 female college students in the University of California. The data was analyzed by percentage, frequency, mean, factor analysis, Cluster Analysis and ANOVA, Duncan Multiple Range test. The female college students in the U.S. were classified into fourth subdivisions by the cluster analysis. In the case of fashion information sources of knit wear, significant differences were found according to benefits sought subdivision in observation of famous people's clothing, fashion articles in magazines and newspapers, TV advertisements, Newspaper advertisements, advice of salespeople, and Catalogs. The evaluation criteria of knit wear product of consumers were significantly different depending on benefits sought subdivision in design/style, quality of construction, fashionable, brand and store name, pleasing to others, prestige, and sexy. The store attributes of knitwear product of consumers were significantly different depending on benefits sought subdivision in friendliness of sales personnel, product knowledge of sales personnel, brand names, new fashion, and variety of products. The outlook for the industry of knitwear look to remain bright, there should be a continuous effort to research and invest in consumer satisfaction of knitwear.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.5 s.153
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• pp.663-673
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• 2006

The purpose of this study is to seek for a plan of marketing strategy in the businesses of Korean clothes, by examining the causality among marketing factors, which have influenced CRM(Customer Relationship Management) performance in Korean clothes. As for the research method, a research model was designed to include routes form 4P's(products, price, promotion, place) through endogenous variables to performance variables, and a questionnaire was developed on the basis of theoretical background. The research participants were male and female adults at their age from 20 to 60. The survey was conducted in March of 2003, and 672 questionnaires were used for the final analysis. In terms of data analysis, we carried out reliability analysis, exploratory and confirmatory factor analysis, correlation analysis, and Structural Equation Modeling by using SPSSWIN 10.0 and AMOS 4.0. As a result 4P's were indicated to have influence upon confidence, satisfaction and commitment of customers. Especially, sales promotion factor was found to have the biggest impact on them. also, the quality of relationship affected CRM performance. as sales promotion factor was identified as one of the integral elements of marketing strategies, a strategy that utilizes a role of salespeople and enhances the quality of service is needed.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.2
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• pp.169-180
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• 2020

Globalization has led to a dramatic increase in intercultural service encounters between services providers and customers from diverse cultural backgrounds. This paper explores the causal relationship between service employees‟ cultural intelligence and adaptive sales behavior in intercultural service encounters, and the mediating effect of cognitive and emotional empathy on this relationship. A quantitative survey methodology was utilized to collect data on 341 salespeople at duty-free shops located on Jeju Island, Korea. Data analysis was conducted using SPSS 18 and Amos 18. The results show that cultural intelligence has a significant impact on cognitive empathy, emotional empathy, and adaptive sales behavior. Cognitive empathy has a positive impact on adaptive sales behavior, whereas the relationship between emotional empathy and adaptive sales behavior is not significant. Additionally, cognitive empathy mediates the relationship of cultural intelligence and adaptive sales behavior. This study has useful managerial implications for employee selection, training, and development in service firms engaged in intercultural service encounters. This study extends prior research on intercultural service encounters by exploring the direct impact of cultural intelligence on intercultural adaptation and the mediating effect of empathy, suggesting the presence of a cognitive mechanism that plays a key role in the impact of cultural intelligence on adaptive sales behavior.