• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.2 s.150
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• pp.358-368
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• 2006

Today apparel finns make much effort to build a long-term relationship with their customers. The studies of salesperson-customer relationship emphasized the importance of customer's commitment on the formation of the continuous salesperson-consumer relationship. Therefore, the current study deals with the psychological relationship commitment development and from this prospective examines how consumers maintain the continuous relationship with a particular salesperson. The data were collected from January to February 2005 and analyzed by using SPSS 11.5 and Amos 5.0 with factor analysis, regression, ANOVA, path analysis. The results are as follows: First, the hypothetical model of multidimensional consumer commitment which showed a better fit of data than the rival model is unintentionally conceptualized. Second, the result showed that the affective commitment did the most effective role among the three dimensions of commitment consulted in this study. Especially the data indicated that for the establishment of the affective commitment in the salesperson-customer relationship. it is very important that a customer has deep trust in salesperson's ability, benevolence and honesty.

• Journal of the Korean Home Economics Association
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• v.46 no.4
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• pp.37-45
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• 2008

The purpose of this study is to investigate how relationship benefit affect trust and commitment, and how trust and commitment affect relationship continuity intention between apparel purchaser and salesperson. For the research, it was surveyed to 230 females in their 20's, who lives in Seoul and Kyeonggi on Feb 10th to 15th in 2007. With SPSS 11.0 program, the data was analysed by frequency analysis, reliability analysis, factor analysis and multiple regression analysis. The results are as follows: First, regarding to the results of factor analysis on relationship benefit, trust and commitment, the relationship benefit factor was divided into the social, psychological and economic benefits. The trust factor was divided into the professional and considerable trust, and the commitment factor was divided into the emotional and calculative commitment. Second, as investigating how relationship benefit affect trust and commitment during purchasing apparel, social and psychological benefits affected professional trust. The psychological benefit only affected to considerable trust. Also social and psychological benefit were statically affected to emotional commitment, economic benefit and psychological benefit were affected to calculative commitment. Third, relationship continuity intention was affected to professional and considerable trust, and emotional commitment.

• Journal of Fashion Business
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• v.8 no.3
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• pp.34-48
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• 2004

This study aims to determine any possible causation between identifying which major factors affect CRM(Customer Relationship Management) in terms of promotion strategies for fashion goods and classifying customers into several categories, so that it can seek reasonable strategic measures based on CRM. This study suggested a model by selecting several variables meeting its goals, and used total 672 sheets of questionnaire for final analysis. In addition, a structural equation model was analyzed As a result, it was found that pricing flexibility had more or less influential relationships with trust, satisfaction and commitment in CRM, although having a negative relationship with commitment. Salesperson's role was also significantly correlated with trust, satisfaction and commitment in CRM, and especially, there were more influential relationships with satisfaction than any other factor. Service quality had relatively high influential relationships with trust, satisfaction and commitment in CRM. Retained customers showed more or less influential relationships with trust, satisfaction and commitment, while loyal customers did so with satisfaction and commitment, except for trust.

• Journal of Fashion Business
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• v.11 no.1
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• pp.86-96
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• 2007

The purpose of this study was to examine which variables affect customer relationship management in discount store focusing on satisfaction, trust and commitment. A total of 360 participants who had purchased fashion products in discount store were used in this study. The data was analyzed by factor analysis, correlation analysis and regression analysis using SPSS program. As the result, benefits, information, reputation, product, location, salesperson and price factor were extracted. The price, information, reputation, product and location variables had the effects on satisfaction, especially, price had the major effects on satisfaction. The satisfaction, information, salesperson, price and location had the effects on trust. The satisfaction, trust, information, benefits and product had the effects on commitment. The reputation variable had direct effect on relationship maintenance. Also, satisfaction, trust and commitment had the effects on relationship maintenance. Specifically commitment had higher effect on relationship maintenance than satisfaction and trust did. The results of this study would provide CRM marketing strategy for fashion marketers of discount store.

• Management & Information Systems Review
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• v.38 no.4
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• pp.41-60
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• 2019

The purpose of this study is to investigate the effect of salesperson's adaptive selling tactics on consumers who purchase Small and Medium Enterprises' product with the help of salespeople in the store. Specifically, we examine whether salesperson's adaptive selling tactics affect consumers hedonic shopping value and utilitarian shopping value. Furthermore, we try to figure out the effect of shopping value on the salesperson relationship commitment and consumer product satisfaction. The subjects of this study have surveyed the consumers with experience in purchasing SME's products through salespeople in the Gyeongnam area. As data process, SPSS 21.0 was used as the analysis tool and AMOS 21.0 was used to analyze the structural equation model. The implications of these findings are as follows. First, the salesperson's role has a positive effect on the consumer's product satisfaction. Second, it can be suggested that the salesperson's adaptive selling tactics are an important variable affecting the consumer's shopping value. Third, the results on the consumers who have hedonic shopping value have a strong positive influence rather than the consumers who have the utilitarian shopping value. The adaptive selling tactics of the salesperson should be encouraged to increase sales performance. In order to generate more performance in a competitive market environment, it is necessary to continuously strive to increase contact between the salesperson and the consumer in order to improve the quality of the relationship.

• Korean Business Review
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• v.15
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• pp.25-45
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• 2002

The purpose of study is to examine how tour wholesaler's relationship characteristics to tour retailer affect trust, commitment, and repurchase intention in the distribution channel of travel industry. There are several detailed purposes of this study. First, this study is to grasp the factors of tour wholesaler's relationship characteristics to tour retailer. Secondly, this study is to examine how tour wholesaler's relationship characteristics to tour retailer affect trust and commitment. Thirdly, this study is to examine how trust on tour wholesaler, which is divided into two levels, firm and salesperson in charge, affects each other and commitment. Fourthly, this study is to examine how trust on tour wholesaler finn and salesperson in charge and commitment affect repurchase intention. Fifthly, this study is to suggest more efficient basis for marketing strategies to C.E.O or officer in charge of decision making of tour wholesaler, and help them to make right decisions. Managerial implications can be drawn from this study. One is that it is recognized that tour wholesaler's relationship characteristics to tour retailer consist of those to tour wholesaler finn such as reputation, physical characteristics, communication and those to salesperson in charge such as expertise, likability, similarity, frequent contact affect trust and commitment positively. Therefore, C.E.O and officer in charge of decision making of tour wholesaler should set up marketing strategies to get positive results at both levels, a finn and a salesperson. The other is that it is important that a tour wholesaler should manage their tour retailer with relationship oriented methods such as building trust, and make every endeavor to retain long term relationship with tour retailer.

• 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.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.7
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• pp.1139-1147
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• 2007

Word of mouth is becoming increasingly in the market these days as company offers many product, advertising, promotion for consumer. The Purpose of this study is to the effect of brand loyalty and word of mouth between trust and commitment of silver women and salesperson. A survey was conducted from October 15 to September 10 in 2006, among over the 60 aged silver women. 260 silver women subjects were frequency analysis, reliability analysis, factor analysis, multiple regression analysis. The results are as follows: First, a degree of trust factors were determined to be specialty, benevolence, And a degree of commitment factors were determined to be calculative commitment, effective commitment. Second, a degree of trust and commitment factors had an effect on brand loyalty. Third, brand loyalty effect on word of mouth. The research finds that trust and commitment of multidimensional view effect on word of mouth and moderating effect of relationship.

• Journal of Distribution Science
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• v.16 no.11
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• pp.57-64
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• 2018

Purpose - As the importance of salesperson attitudes and behaviors enhancing customer perception and loyalty have increased, many retail companies put emphasis on internal marketing activities. The issue also has captured the interest of academics, but most of the previous research tends to be limited to investigating antecedents of salesperson job satisfaction and commitment. Based on the consumer-brand relationship concepts, this study aims to examine the effects of the salesperson-brand relationships on customers' service evaluation and store loyalty. Research design, data, and methodology - In a structural equation model, it is hypothesized that salesperson brand identification influences salespersons' brand trust and affect, which are the two dimensions of consumer-brand relationships. Salespersons' brand trust and affect are expected to increase salespersons' customer orientation, which in turn influences customers' service evaluations and store loyalty. To test this hypotheses a set of data collected from department stores in Seoul is utilized. Results - First, it was found that salesperson brand identification is a significant antecedent to salespersons' brand trust and affects, the two dimensions of salesperson brand relationships. Second, salespersons' brand trust and affect were found to enhance salespersons' customer-oriented behaviors. Third, salespersons' customer orientation showed a significant effect on customers' service evaluation. When a salesperson makes more effort to provide useful information for fulfilling customer needs, customers evaluate the salesperson's service more positively. Finally, customers' service evaluation had a positive impact on customers' store loyalty. Conclusions - This study provides significant academic and practical implications. First, based on the theory of consumer-brand relationships, the concept of salesperson-brand relationships was introduced and found to be an effective motivator of salespersons' customer oriented attitudes and behaviors. Therefore, the two dimensions of brand relationships, brand trust and affect, should be considered as the critical factors both in developing theoretical research and improving long-term company performance. Also, internal marketing activities should focus on maximizing employees' brand identification. That is, retail companies need to put emphasis on sharing their brand values and personality with internal customers to strengthen the brand relationships with salespersons and to enhance customer responses.

• Journal of Fashion Business
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• v.11 no.1
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• pp.97-107
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• 2007

The purpose of this study was to examine the relationship structure in discount store focusing on age. Subjects for this study were 360 customers who had purchased fashion products in discount stores. For date analysis, $x^2$-test and regression analysis were used. As the result, when comparing groups by the age, women in their 20s, 30s and 40s had 'relationship maintenance intention' through satisfaction, trust and commitment. In the case of women in their 20s group, the information, reputation, product salesperson and price variables had the effects on satisfaction. The information, location, salesperson variable had direct effect on relationship maintenance. In the case of women in their 30s group, the benefits, information, reputation and price variables had the effects on satisfaction. And the information, salesperson variable had direct effect on relationship maintenance. In the case of women in their 40s group, the information, location and price variables had the effects on satisfaction. The reputation variable had direct effect on relationship maintenance. Based on these results, fashion marketing strategies of discount store would be suggested.