• 복식문화연구
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• 제11권1호
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• pp.103-117
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• 2003

The aim of this study was to identify dimensions of salesperson´s effort according to older female(55+) customer's and fashion store salesperson's perspective and to examine what kind of effort dimensions are assessed to be more important than others. As a method, both literature review and empirical research were made. This study was performed in three stage from December in 2001 to May in 2002. For exploratory step. In-depth interview and observation study were done for gathering responses related to salesperson´s effort. in pilot study, 83 older female customers were surveyed and the data was analyzed in order to develop questionnaire. In the main research. 202 older female customers and 103 fashion store salespersons were surveyed in order to identify the dimensions of salesperson's effort. Statistical analyses were performed with SAS program using factor analysis. cronbach´a mean, t-test. paired t-test and multiple regression analysis. The results of this study were as follows. First, 5 factors was selected for the dimensions of salesperson´s effort in customer´s perception; friendliness, attentiveness. product competence. effective access and special treatment. Second, 5 factors was selected for the dimensions of salesperson's effort in salesperson´s performance; friendliness/ attentiveness. product competence. effective access. communication, and purchase exaction. Third. dimensions of salesperson's effort were different according to customer and salesperson's characteristics. Last, there were significant differences in the salesperson's efforts between customers´perception and salespersons´Performance.

• 한국의류학회지
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• 제27권6호
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• pp.675-684
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• 2003

The purposes of this study was to identify the dimensions of salesperson's effort and to examine the effect of salesperson's effort on relationship quality and customer intent to relationship continuity of middle upper class older female customers. The subjects used for the study were 202 middle upper class older female customers over 55 years living in Seoul. Factor analysis, paired t-test, multiple regression analysis and path analysis were used for statistics analysis. The results of this study were as follows. First, 5 factors were identified for the dimensions of salesperson's effort in older female customer's perception: attentiveness/product competence/effective access/friendliness/ special treatment. The salesperson's effort perceived most importantly was friendliness. Second, the salesperson's effort perceived by customer had direct and indirect effects on customer intent to relationship continuity; indirect effect mediated by relationship quality was larger than the direct one. Relationship quality was proved to have a crucial role in customer intent to relationship continuity. The influences of dimensions of salesperson's effort were also investigated. The effective access affected considerably on customer intent to relationship continuity.

• 한국유통학회지:유통연구
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• 제4권1호
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• pp.1-16
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• 1999

Although many studies have emphasized the importance of a saleperson's effort in the area of service marketing, no one has studied the variables which may influence, or may be influenced by salesperson's effort by customers. This study investigates the effects of percieved salesperson's effort on some performance variables and the effects of some selected variables on perceived salesperson's effort. Two sets of data were collected - one on the service of beauty hair shops and the other on that in fast food restaurants. The results indicate that empathy of employees is positively related to perceived effort, and perceived effort has the positive effects on satisfaction, trust, and long term relationship. However, the relationships between store image and perceived effort, and that between trust and long term relationship are only partly supported and the effects of perceived effort on long term relationship are not supported in our empirical tests.

• 한국의류학회지
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• 제42권1호
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• pp.88-103
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• 2018

Message sidedness of fashion salespersons on consumer behavior with the consideration of the mediating roles of trust and cognitive efforts, and the moderation of a regulatory focus of consumers. Two scenarios were devised, a single message in which a salesperson explains only the advantages of a product to customers, and the second with a double message that explains both the advantages and drawbacks of the product. The results showed that participants trusted a fashion salesperson more and perceived stronger cognitive effort for two-sided messages. The two-sided messages mediated the consumer's trust in the salesperson and cognitive effort, and influenced consumers' buying behavior. This study also found that salesperson trust was stronger in the two-sided messages scenario than in the one-sided message scenario, regardless of consumers' focused preference, and that it was more effective for promotion focus customers. The analysis of the results on consumers' cognitive effort indicated that prevention focused customers did not exhibit any difference in cognitive effort concerning two-sided messages. However, promotion focused customers exhibited an increased cognitive effort in the two-sided message scenario than in the one-sided message scenario. Marketing implications were discussed based on the findings.

• 한국의류학회지
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• 제30권2호
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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.

• 유통과학연구
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• 제16권11호
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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.

• 한국콘텐츠학회논문지
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• 제16권2호
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• pp.45-56
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• 2016

본 논문은 판매원의 경험에 따라 임금이 최적 임금이 어떻게 변화하는 지에 대하여 고찰하였다. 판매원의 경험이 판매 성과에 미치는 영향이 크지 않은 경우를 가정한 기존 논문과 달리, 우리는 판매원의 적정 수준 이상의 경험이 판매원의 업무 능력에 필수적인 환경에서, 판매에 따르는 인센티브 보상제도가 항상 최적이 아님을 밝혀냈다. 이 결과는 기존 논문들에서 다루어지지 않은 현상일 뿐 아니라, 현업에서 드물지 않게 관찰되는 임금 보상 제도를 설명한다.

• 복식문화연구
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• 제22권1호
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• pp.42-54
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• 2014

This research used an experimental design in an effort to assess the influence of brand gender and salespeople on the attitudes toward brands according to the males' gender identity traits. The study used a three-way split-plot experimental design, and data were analyzed by t-tests, and ANOVA. The subject of this research was men in their 20s and 30s, and a total of 178 people were selected through convenience- sampling. The findings are as follows: first, masculine male consumers preferred masculinity fashion brands; however, androgynous consumers preferred brands that reflect androgyny. Second, there were no differences in brand attitude according to the gender of the salesperson for the masculinity group, but the androgynous group estimated the brands as better when the salesperson was female. Third, there were no differences in the brand attitudes among consumers according to gender of the salesperson for the Galaxy; however, for Solid Homme, brand preference was stronger when the salesperson was a woman. Fourth, the influence of brand gender and salesperson gender on brand attitudes differed according to the gender of the consumer. Therefore, apparel companies must clearly understand the characteristics of consumer gender identity and execute proper marketing strategies in order to induce stronger positive attitudes toward their brands. Moreover, apparel companies should perceive that brand gender and the gender of the salesperson can consequently encourage brand preferences.

• International Journal of Advanced Culture Technology
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• 제9권3호
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• pp.160-166
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• 2021

Due to rapid environmental-change pharmaceutical industry, sales strategy for sales survival of pharmaceutical company is necessary. In accordance with the rapid development of medicine and advancement of efforts to secure the market, competition among pharmaceutical companies make an effort to achieve their goals. However, due to various negative influence of inside and outside, this field is getting a difficult occupation. Even when securing and training new employees with quite a bit of expense and time, the rate of surviving employees over 1 year is decreasing. For this, the researcher suggested major research result through actual investigation by utilizing survey technique, and a plan to enhance pharmaceutical company salespersons' core competence and raise sales achievement. As the research result, company culture strongly influences salespersons' sales ability. We defined the formation of organizational culture, which influences communication culture where smooth communication is made in the company, also, definite and exact evaluation in promoting work, and trust formation between upper and lower organization, is important, which should be reflected in the company field.

• 한국IT서비스학회지
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• 제15권3호
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• pp.15-31
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• 2016

Sales Force Automation (SFA) is a strategic information system and one of the components of operational CRM system. SFA supports salespeople's activities such as selection of potential customers, creative value proposition, after-sales services, etc. SFA is increasingly used in many companies because it has the advantages to raise the salespeople's productivity by developing forecasting ability, value proposition ability, after sales service ability etc. Many researches have shown that implementation of SFA leads to the increase of salepeople performance, organizational performance, and quality of customer relationship. However, Some prior studies have discussed on the SFA implementation failure and pointed out that one of important causes of this failure is salespeople's resistance to SFA. Although many researches explain SFA acceptance phenomenon using Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB), these researches didn't deeply investigate the salespeople's resistance to SFA. Therefore, this study focuses on the factors influencing salespeople's resistance to SFA and the relationships among these factors. This study identified three factors (salespeople's perceived loss of power, perceived loss of autonomy, and perceived time and effort waste) influencing salespeople's resistance to SFA. The hypotheses testing results showed that salespeople's perceived loss of power and perceived time and effort waste significantly increased salespeople's resistance to SFA. And salespeople's perceived loss of power plays a mediating role between perceived loss of autonomy/perceived time and effort waste and salespeople's resistance to SFA. At the end of the paper, theoretical and managerial implications of this study and the limitations and future research directions are discussed.