The Journal of the Korea Contents Association (한국콘텐츠학회논문지)

The Korea Contents Association (한국콘텐츠학회)
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The Impact of Seller's Emotional Index and Social Network on Sales Performance in Clothing Shop

의류매장에서 판매자의 감성 및 사회 네트워크가 신뢰와 영업성과에 미치는 영향

  • 임병학 (부산외국어대학교 경영학과) ;
  • 권홍철 (동의대학교 경영정보학과) ;
  • 홍한국 (동의대학교 경영정보학과)
  • Received : 2014.10.08
  • Accepted : 2014.11.17
  • Published : 2015.01.28
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Abstract

This study is to investigate an impact of emotional index, social network, and trust to customers on sales performance with emotional intelligence theory and social relationship theory. We found that the higher is seller's emotional index, the higher are cognitive and affective trust, and the high trust improves sales performance. We also found that the higher emotional index strengthens social network, but does not have an effect on cognitive and affective trust. With these results we provide the sales competency in clothing shop.

본 연구는 감성지능이론, 사회적 관계이론에 기반을 두고, 의류매장에서 판매자의 감성지능, 사회 네트워크, 그리고 고객에 대한 신뢰가 영업성과에 미치는 영향을 계량적으로 탐색하는데 목적을 두고 있다. 본 연구의 분석 결과는 의류매장에서 판매원의 감성지능이 높을수록 고객에 대한 지식기반인 인지적 신뢰와 감정기반인 감성적 신뢰가 높아져, 고객에 대한 인지적 신뢰는 판매원의 영업성과를 향상시키고 있지만, 고객에 대한 감성적 신뢰는 영업성과에 영향을 미치지 못하는 것으로 나타났다. 또한 판매원의 감성지능이 높을수록 판매원과 고객 간 강한 사회 네트워크를 형성하고 있음을 알 수 있다. 의류매장의 판매원과 고객간 사회 네트워크는 인지적 신뢰와 감성적 신뢰에 긍정적 영향을 미칠 것으로 기대했지만, 인지적 신뢰에는 부정적 영향을 미치고, 감성적 신뢰에는 영향을 미치지 않는 것으로 나타났다. 본 연구는 분석결과를 기반으로 의류 영업매장 관리자에게 필요한 매장 판매원의 감성지능 향상을 위한 각종 교육 훈련이 필요함을 알 수 있다.

Keywords

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