• Knowledge Management Research
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• v.22 no.1
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• pp.183-215
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• 2021

The purpose of this study is to present a framework for sales activities necessary for the successful sales development in the sales process of value-based selling and to explore individual sales activities for successful value-based selling. When we understand value-based selling as a procedural progression in the sales process, integrate it into the sales activity framework, and segment your sales activities to identify the key activity elements for successful execution, the intrinsic effect of value-based selling can be achieved. Sales activities related to the success of value-based selling are reflected in the sales activity framework based on the sales process through literature studies and application cases in actual sales field, and detailed elements of individual sales activities for successful deployment are identified through case studies. Through literature research and sales practice in actual field, 13 sales activities are presented in the five-stage sales process, and 42 detailed sales activities for successful value-based selling through case studies are identified in an improved sales activity framework. Through this study, the sales activity framework provides a role in evaluating whether the sales function of value-based selling is being performed as a correct activity in the sales process, and whether sales opportunities with specific customers can continue value-based selling activities. The sales activity framework serves as a guide for successful value-based selling.

• Information Systems Review
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• v.10 no.1
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• pp.1-20
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• 2008

One of the major applications of CRM systems is to integrate and automate selling processes. CRM systems provide sales people with tools and data sources they need to reengineer their selling processes. In the industry where sales are traditionally based on personal relationships and the use of the CRM systems is voluntary, the installation of technical solutions does not guarantee Selling Process Reengineering (SPR). The objective of this study is to investigate (1) organizational factors that influence CRM use by sales personnel; and (2) the mediation effect of CRM system use on SPR success when system use and process reengineering are voluntary rather than institutional. Understanding the determinants of voluntary CRM system use and SPR success provide valuable guidance for managers. Managers can benefit from this study by focusing on improving the factors that affect voluntary CRM system use and SPR success.

• Asia Marketing Journal
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• v.15 no.2
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• pp.175-194
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• 2013

The purpose of this study is to investigate the effects of the locomotion orientation on salespeople' sales performance with the mediating effect of selling behavior(adaptive selling behavior, SOCO). And we figure out the relationship between customer-oriented selling behavior and adaptive selling behavior because those relationships are not clear. The authors infer research hypotheses based on literature review. We have confirmed the reliability and validity test and those results can be acceptable. Hypotheses test were conducted with structural equation modeling, AMOS. All paths in the research model reasoned by authors have been supported statistically at the significant level. This study with the theoretical implications is as follows. First, this study is the first attempt to investigate the path between locomotion orientation and adaptive selling behavior and SOCO. Secondly, there is an empirical conflict between our study and Franke and Park(2006)'s study. Our study was contradictory to Franke and Park(2006)'s consequences. And so, figuring out clearly those causal paths remains. This study with practical implications are as follows. First of all, the salespeople' selling performance was affected by adaptive selling behavior, customer-oriented selling behavior, and sales-oriented activities, such as the importance of selling behavior once again proven. It is necessary to enhance the capabilities that can be transformed into action appropriate to the needs of customers each sales step-by-step in the process of salespeople for various system through education and incentives, and to interact with customers and understand their customers relative to salespeople will. In order to enhance adaptive selling behavior, the company needs to do educational program and monitoring system with the positional promotion when salespeople get the high adaptive selling behavior. Secondly, the locomotion orientation of the salespeople is to cause this selling behavior. Management style to increase locomotion orientation is needed, which means, salespeople' superior about something should be conducted. In order to stimulate the selling behavior of the salespeople, most supervisors should use some managerial tools such as feedback, engagement, and rewards.

• Proceedings of the Korean DIstribution Association Conference
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• 2007.08a
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• pp.127-158
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• 2007

This study discusses salespersons' emotional intelligence, one of the key abilities necessary to meet customers' needs effectively, and express positive emotions in frequent interactions with customer. Emotional intelligence refers to self-controllability and social ability emphasizing pro-social aspect and understanding of others. This study investigates how salespersons' emotional intelligence affects adaptive selling and positive emotional expression during the process of interaction with customers, and how such adaptive selling and positive emotional expression affects the quality of service perceived by customers. The results show that greater salespersons' emotional intelligence results in better adaptive selling and positive emotional expression. Such adaptive selling and positive emotional expression had significant effects on the quality of service perceived by customers. These results are important in that they address emotional intelligence as salespersons' emotional ability, which has been overlooked as an antecedent variable for improving adaptive selling and display of positive emotion, consequently provide another factor to help salespersons improve their selling behavior.

• Journal of Distribution Science
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• v.20 no.9
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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.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.463-467
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• 2007

This paper deals with service quality systems such as nonstore selling service, telemarketing services, call center services, market and opinion research service, franchise service, and, institutional feeding service. These service quality systems include process, infrastructure, and, requirements for the training and development of agents and staffs.

• Journal of Korean Society for Quality Management
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• v.33 no.4
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• pp.111-116
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• 2005

This paper considers the problem of optimally choosing the sub-process means of a mixture production process where two important ingredients are mixed. The quantity of each ingredient is controlled through each corresponding sub-process. The values of the sub-process mean directly affect the defective rate, production, scrap and reprocessing costs for the mixture production process. After inspecting every incoming item, each conforming item is sold in a regular market for a fixed price and any nonconforming item is scraped. A model is constructed on the basis of the selling price, production, inspection, and scrap and reprocessing costs. The goal is to determine the optimum sub-process mean values based on maximizing expected profit function relating selling price and cost components. A method of finding the optimum sub-process means is presented when the quantities of the two ingredients are assumed to be normally distributed with known variances. A numerical example is given and numerical studies are performed.

• Proceedings of the Safety Management and Science Conference
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• 2009.04a
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• pp.531-539
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• 2009

The environment of automobile industry in the world is rapidly changing. It is changing of high oil price, technology, environment and construction of competition by newly rising an economic district. Automobile company is focusing on three issue because they want to reinforce competition of automobile industry in the world. That is innovation of production profit management through quality management and Lean. Chance of success is separated in R&D, providing distribution, manufacture, distribution, selling in automobile industry. Emphasis on development process, distribution process, manufacture process, circulation and selling process for strengthening the competitiveness and guarantee. In this thesis, we try to analysis the data set period of automobile production by using survival analysis. While using mean comparison of general statistics commit mistakes, survival analysis can used for including censored data in order to heighten analysis efficiency.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.457-461
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• 2007

This study presents service quality systems such as automobile industry insurance, personal accident insurance service vehicle repair and tow services, and, the service for buying and selling of used motor vehicles. These service quality systems include contracting services, payment service, infrastructure, adjustment service, and, process.

• The Pure and Applied Mathematics
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• v.18 no.2
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• pp.129-139
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• 2011

We consider an optimal trading rule in this paper. We assume that the underlying asset follows a mean-reverting process and the transaction consists of one buying and one selling. To maximize the profit, we find price levels to buy low and to sell high. Associated HJB equations are used to formulate the value function. A verification theorem is provided for sufficient conditions. We conclude the paper with a numerical example.