• Journal of the Korean Home Economics Association
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• v.41 no.5
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• pp.165-178
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• 2003

The purpose of this study was to understand the consumer non-ethical behavior and the interaction with salespersons and their relationships. For this purpose, adults in Chunlabuk-do were surveyed and 675 questionnaires were analyzed using SPSS statistical program. The results of the analysis were as follows: 1. Three dimensions of the consumer non-ethical behaviors were the unconscience, the illegality, and the deception. Two dimensions of the interaction with salespersons were the passive and the assertive interactions. 2. There were two clusters respectively; ethical and non-ethical groups for the consumer non-ethical behavior/ passive and assertive groups for the interaction with salespersons. 3. Generally, the more educated and the older persons were, the less they tended to be ethical and the more passively they tended to interact with the salespersons. 4. There were significant differences between the clusters of consumer non-ethical behavior and those of interaction. The non-assertive interaction group were found more in the non-ethical group and the assertive interaction group more in the ethical groups.

• 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.

• Management & Information Systems Review
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• v.34 no.5
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• pp.191-212
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• 2015

Unlike the existing researches related to salespersons, this study intends to place the focus on salespersons' psychological characteristic as an element affecting their selling behavior. This is because employees' psychological characteristic is very likely to affect their devotion and commitment to relationship with customers and long-term production by a company. In particular, salespersons are likely to get a feeling of fatigue or loss, or make a cynical or cold response to customers because of frequent interaction with them, and to show emotional indifference in an attempt to keep their distance from customers. But the likelihood can vary depending on salespersons' own psychological characteristic; in particular, the occurrence of these phenomena is very likely to vary significantly depending on relationship belief in interpersonal relations. In the field of psychology, under way are researches related to personal psychological characteristics to improve the quality of interpersonal relations and to maximize personal performance and enhance situational adaptability during this process; it is a personal relationship belief that is recently mentioned as such a psychological characteristic. For salespersons having frequent interaction with customers, particularly, relationship belief can be a very important element in forming relations with customers. So this study aims at determining how salespersons' relationship belief affects negative emotion regulation strategies and prosocial behavior to customer. As a result, salespersons' relationship belief was found to have effects on their negative emotion regulation strategies and prosocial behavior to customer. Negative emotion regulation strategies was found to have effects on prosocial behavior. Salespersons with intimate relationship belief try to use active regulation, support-seeking regulation and salespersons with controlling relationship belief try to use avoidant/distractive regulation. Intimate relationship belief was found to have more prosocial behavior, controlling relationship belief was found to have less prosocial behavior to customer. salespersons' negative emotion regulation strategies was found to have effects on their prosocial behavior to customer. Active, support-seeking influence prosocial behavior to customer positively, avoidant/distractive regulation influence prosocial behavior to customer negatively.

• The Journal of the Korea Contents Association
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• v.21 no.10
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• pp.388-408
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• 2021

Recently, the importance of B2B CSR is being highlighted. Meanwhile, in B2B marketing, salesperson is widely recognized as a key resource influencing supplier firm performance. Therefore, the author paid attention to the role of supplier CSR reputation in customer-salesperson interaction process. So, this study collected dyadic data from 161 B2B purchasing managers and salespersons interacting with them. For customers, a supplier CSR reputation increased customer citizenship behavior and customer long-term orientation. With salespersons, they experienced less burnout due to interacting with customers having higher customer citizenship behavior and long-term orientation. Moreover, the results confirmed that a supplier CSR reputation lowered salespersons' emotional exhaustion through two serial-multiple mediation paths. This research verified that customers' perception and responses to supplier's CSR significantly influence B2B salesperson burnout.

• Journal of Distribution Science
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• v.15 no.7
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• pp.61-71
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• 2017

Purpose - This study empirically analyzed the effect of the customer orientation in Insurance Salespersons on the perceived referral risk and referral intention. In the empirical study, we try to provide suggestions for reducing the perceived referral risk of customer oriented selling activities and improving the referral intentions according to customers' tendencies. Research design, data, and methodology - Data collection was conducted through the convenience sampling method for customers who had insurance coverage for about two months from March to May 2015. A total of 700 copies were distributed and 670 copies (95.7% recovery) were collected. Finally, 661 copies were used for final analysis. With the IBM PASW 22.0 statistical program. The interaction effect for the hypothesis test was generated by multiplying the average centralized independent variable and the control variable, and the average centralization variable was used to minimize the multi-collinearity problem of the interaction effect between the independent variable and the control variables. Results - Hypothesis 1 was adopted because the effect of customer-oriented selling activities on perceived referral risk were significantly negative. The effect of customer orientation on perceived referral risk is affected by innovative tendency, risk-taking tendency, and interpersonal tendency Interaction effect was observed. Therefore, Hypothesis 2-2, Hypothesis 2-3, Hypothesis 2-4 were adopted. The effect of customer-oriented selling activities on referral intention was significantly positive, and Hypothesis 3 was adopted. The effect of customer orientation was influenced by the interaction effect of innovative tendency. Therefore, only Hypothesis 4-2 was adopted. Finally, the effect of perceived referral risk on referral intention was significantly negative and hypothesis 5 was adopted. Conclusions - This study suggests that it is important for the salespeople to grasp the customers' propensity in consideration of the perceived referral risk and referral intention according to the moderating effect of customer orientation. In this study, we showed that customer-oriented selling activities positively influence referral intention by inducing perceived referral risk in customers with stronger risk-taking tendencies. It is thought that it will be an important basic data in designing a customer's selling strategy or conducting selling activities.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.3
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• pp.411-423
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• 2010

Retail stores with a primary competitive advantage in satisfying customers with high quality differentiated services depend heavily on a sales force to produce and deliver services in a consistent manner. Salespersons in a high service retail context are required to act to express certain types of emotion in compliance with the emotional rules of the organization that is conceptualized as "emotional labor" in the literature. This study adopts the dyadic model of emotional labor originally proposed by Hochschild. A survey method is implemented to collect data to test the hypotheses among the variables such as positive and negative affectivity, performance stressor, emotional labor, burnout, and job satisfaction. One hundred and twelve responses were analyzed by factor analysis and path analysis with SPSS12.0 and Amos 6.0. The factor analysis confirms that emotional labor is composed of deep acting and surface acting. Eleven hypotheses were tested by path analysis and seven were accepted. The major findings are that deep acting was affected by positive affectivity, negative affectivity, and a performance stressor. The surface acting was affected only by negative affectivity. Surface acting had an indirect negative effect on job satisfaction via emotional burnout while deep directly acting influenced job satisfaction. Furthermore, the interaction effect between positive affectivity and a performance stressor on surface acting was significant. The implications for retail firms are discussed based on the findings with suggestions for future studies.

• Informatization Policy
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• v.31 no.1
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• pp.32-52
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• 2024

This study investigates the effectiveness of virtual reality agents as foreign language instructors with focus on the impact of different native language backgrounds and instructional roles. The agents were first distinguished as native or non-native speakers treated as a between-subject factor, and then assigned roles as either teachers or salespersons considered within-subject factors. An immersive virtual environment was developed for this experiment, and a 2×2 mixed factorial design was carried out. In an experimental group of 72 university students, statistically significant interactions were found in learning satisfaction, memory, and recall between the native/non-native status of the agents and their roles. With regard to learning confidence and presence, however, no statistically significant differences were observed in both interaction effects and main effects. Contextual learning in a virtual environment was found to enhance learning effectiveness and satisfaction, with the nativeness and the role of agents influencing learners' memory; thus highlighting the effectiveness of using virtual reality agents in foreign language learning. This suggests that varied approaches can have positive cognitive and emotional impacts on learners, thereby providing valuable theoretical and empirical implications.