• Journal of Distribution Science
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• v.15 no.12
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• pp.85-94
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• 2017

Purpose - Owing to economic development and rapid globalization, the number of people traveling abroad has increased dramatically in recent years. For instance, according to data from World Tourism Organization, approximately 1,724 million tourists traveled abroad in 2016. This phenomenon has resulted in a change for domestic markets, as they no longer serve only domestic customers but also serve foreign customers as well. Therefore, intercultural service encounters between services providers and customers from diverse cultural backgrounds are becoming more frequent. Especially in the field of retailing, salesperson's customer oriented selling behavior is particularly important for the successful interactions. However, it is hard to find some factors that can improve salesperson's customer oriented selling behavior in intercultural sales encounters. Research design, data, and methodology - A quantitative survey methodology was utilized to collect data on 312 salespeople at duty-free shops located on Jeju Island, Korea. As a tourism-based region, Jeju Island has attracted a large number of foreign tourists since being designated as an international free city in 2002. Owing to this phenomenon, intercultural sales encounters between salespersons and customers from different cultures have become commonplace. Compared to other salespeople, salespeople working in duty-free shops have more frequent intercultural interactions, as over 90% of their total customers are from foreign countries. Additionally, regular professional training programs for salespeople help cultivate cultural intelligence. Data analysis was conducted using SPSS 20. Results - This paper explores the role of empathy and cultural intelligence in intercultural sales encounters using a theoretical model incorporating the causal relationships between empathy(cognitive empathy and emotional empathy) and customer oriented selling behavior, as well as the moderating effects of cultural intelligence in these relationships. Conclusions - This study is almost the first to explore the influence of empathy and cultural intelligence in intercultural sales encounters. Thus, this study provides a meaningful contribution to the application of empathy and cultural intelligence in the retailing field and will draw the attention of personal distribution practicers and researchers to the importance of empathy and cultural intelligence. Additionally, this study has useful managerial implications for employee selection, training, and development in retailing firms engaged in intercultural sales encounters.

• Journal of Korea Society of Digital Industry and Information Management
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• v.17 no.1
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• pp.45-55
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• 2021

Recently, competition in the interior remodeling business is fierce. However, the interior remodeling business is basically B2B, and in this business, sales are basically dictated by the capabilities of salespeople. Therefore, in this study, we intend to develop a model for the core competency of salespeople in the interior remodeling business. To this end, based on the research on the existing competency and competency modeling, the competency model of the salesperson was derived using Dubois' overlay method. A total of 12 core competencies could be defined through the first and second modeling. The subject of this study was focused on LG Hausys, the most representative interior remodeling company in Korea. Based on the core competencies developed in this way, overall sales competencies can be raised through the development of a training course to enhance the sales competencies of salespeople, and a more efficient and objective HR.

• The Journal of the Korea Contents Association
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• v.13 no.9
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• pp.355-368
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• 2013

In securities companies where corporate management performance is heavily dependent on the ability of salespeople, excellent sales-force with the ability to create high performance is very important. However, in the meantime, there was lack of studies on Private Banker's characteristics and sales behavior or sales performance. This study analyzed the effect of PB's characteristics on sales behavior in the Korean Securities Industry. The survey was conducted in March, 2013. 523 responses were used in the data analysis. As a result, PB's 4 characteristics- attitude to work, performance orientation, learning orientation, customer orientation- showed a positive impact on the sales behavior, and the organizational support showed positive moderating effect on this model. In this study, we reported that securities companies must reinforce training and self-development programs in order to improve the characteristics of the PB and to upgrade management performance. In particular, the securities has to rebuild organizational support system to improve the individual characteristics of the PB.

• Journal of the Korea Fashion and Costume Design Association
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• v.18 no.3
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• pp.1-19
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• 2016

This study tried to find out implementation factors of internal marketing for a cosmetic retailer, and to look into their effects on Salesperson's job satisfaction, organization commitment, customer orientation and sales performance. For this, this study inquired into the concepts and relationships of internal marketing, job satisfaction, organization commitment, customer orientation and sales performance through literature review; and tested the relationships between the variables by setting up a research model and hypotheses. The findings of this study may be summarized as follows: First, it was found that the better the education & training, the supervisor support and the compensation system among internal marketing factors of a cosmetic retailer were, the higher a door-to-door salesperson's job satisfaction was. Second, it was found that the better internal communication and the education & training among internal marketing factors of a cosmetic retailer were, the higher a door-to-door salesperson's organization commitment was. Third, the higher the job satisfaction of a door-to-door salesperson in a cosmetic retailer was, the higher the organization commitment was. Fourth, it was found that the higher the organization commitment of a door-to-door salesperson in a cosmetic retailer was, the higher the customer orientation was. Fifth, it was found that the higher the organization commitment and customer orientation of a door-to-door salesperson in a cosmetic retailer were, the higher the sales performance was. In conclusion, the internal marketing increases door-to-door Salesperson's job satisfaction, and enhances the sense of belonging to their cosmetic retailer. Further, they come to have a customer-oriented attitude in serving customers, which is directly connected to sales performance, and thus the retailer can create profits through internal marketing. Therefore, a cosmetic retailer will need to strengthen internal communication activities through diverse methods, expand and activate employees' professional education, and develop fair and just compensation system; and supervisors will need to give support to employees, trusting their judgment.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.1
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• pp.215-224
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• 2012

The purpose of this study is to investigate the external collaboration factors that affect the performance of Korean venture businesses. We use 1,567 firm data (from Venture Business Survey by Small & Medium Business Administration) and analyze the effect of the external collaborations with large business, research institutions, other small business, and foreign companies, on their sales increase between 2008 and 2009. Our analysis shows that Korean venture business' collaborations with research institutions or foreign companies increase their sales statistically significantly, while their collaborations with large business decrease their sales significantly. In the mean time, their collaborations with other small businesses show no significant result. Additional analysis on the collaboration categories between venture businesses and large businesses shows that collaborative R&D, employee training and collaborative marketing help venture business to increase their sales significantly, while financial collaborations have a significant negative effect on sales increase. Technology transfers and profit-sharing mechanism have no significant effect. The result shows that venture business' collaborations for the increase in the fundamental capability of innovations and for searching new markets rather than simple transfer of technology or financial collaborations, have significant positive effects on the increase in sales.

• Journal of Korea Society of Industrial Information Systems
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• v.28 no.1
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• pp.35-48
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• 2023

In this study, we introduced the development status and the government policy of the Chinese automobile industry under the rapidly changing global economic environment. We conducted a consumer trend survey on automobile purchases by consumers in China. Despite the Chinese government's strong national emission control policy and stricter standards for manufacturing and selling internal combustion engine vehicles, 59.6% of respondents saying they would choose an internal combustion engine vehicle when purchasing a vehicle in the future for various reasons. It was confirmed that there is a significant gap between government policies and consumer perceptions. In addition, we have discovered the recent declining trend of automobile sales in China, and used the monthly sales volume from January 2010 to December 2020 as training set, and the sales volume from January 2021 to November 2022 as a test set. We proposed and evaluated a time-series model for predicting future automobile demand in China. Then, we showed the monthly sales forecast for 2023 when each model was applied.

• Asia-Pacific Journal of Business
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• v.11 no.4
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• pp.103-119
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• 2020

Purpose - This study aimed to clarify the effects of CEO characteristics and marketing activities on management performance of fashion corporate by using financial statement. Design/methodology/approach - This study collected a sample of total 170 companies that can obtain the corresponding data among fashion manufacturing companies listed on KOSPI. The data of the financial statements reported from 2011 to 2018 were analyzed. Correlation analysis and multiple regression analysis were conducted. Findings - First, the more the number of CEO and the younger the CEO, the more employee welfare and training expenditures of internal marketing. The age of the CEO had a negative effect on all external marketing activities. The CEO number had a negative effect on sales promotion and advertising expenditures, but a positive effect on entertainment expenditure of external marketing. Second, as a effect of marketing activities on management performance, the welfare and training expenditures of internal marketing and entertainment expenditure of external marketing had a positive effect but sales promotion expenditure of external marketing had a negative effect on management performance. Research implications or Originality - Marketing activities that consider the differentiated factors of fashion corporate are necessary. Also, the objective accounting information can provide practical information for fashion industry.

• Journal of Navigation and Port Research
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• v.48 no.2
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• pp.109-115
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• 2024

To develop a shipping company insolvency prediction model, we sampled shipping companies that closed between 2005 and 2023. In addition, a closed company and a normal company with similar asset size were selected as a paired sample. For this study, data of a total of 82 companies, including 42 closed companies and 42 general companies, were obtained. These data were randomly divided into a training set (2/3 of data) and a testing set (1/3 of data). Training data were used to develop the model while test data were used to measure the accuracy of the model. In this study, a prediction model for Korean shipping insolvency was developed using financial ratio variables frequently used in previous studies. First, using the LASSO technique, main variables out of 24 independent variables were reduced to 9. Next, we set insolvent companies to 1 and normal companies to 0 and fitted logistic regression, LDA and QDA model. As a result, the accuracy of the prediction model was 82.14% for the QDA model, 78.57% for the logistic regression model, and 75.00% for the LDA model. In addition, variables 'Current ratio', 'Interest expenses to sales', 'Total assets turnover', and 'Operating income to sales' were analyzed as major variables affecting corporate insolvency.

• Journal of Distribution Science
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• v.16 no.12
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• pp.81-93
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• 2018

Purpose - The purpose of this study was to propose a specific and empirical continuous transaction strategy through service quality of improvement to small and medium Korean companies whose main business is B2B distribution and sale of general-purpose SW. Research design, data, and methodology - The research procedure is largely divided into two phases. In the first phase, the service quality, the customer satisfaction, and the continuous transaction research hypothesis and the verification are carried out. Experimental data were collected from 450 companies, CEO companies of SMEs innovation institutes, and 510 companies from medium and large enterprises. From September 15 to October 5, 2015, 215 questionnaires were used. And research hypothesis and test were conducted by SPSS SW Ver. 20. Results - The results of the study confirm that service quality has a positive effect on customer satisfaction and continuous transaction: as the detailed items for improving the service quality, 'responsiveness', 'assurance' and 'empathy' have been adopted. Therefore, there are critical factors of a company's survival through continuous transaction. Conclusions - Through this study, we confirmed that the survival of small businesses require continuous improvement in service quality. Among the factors improving service quality, empathy means service satisfaction of customers; so, it is necessary to continuously improve it by evaluating customer satisfaction. Responsiveness means rapid response to customer needs and reliability; it is necessary to enhance customer responsiveness by continuous job training and service training. Finally, assurance is the same as sales product or after service. This means that it is necessary to not only issue the "supply contract," but also improve the reliability of the sales product by securing the competence of the consulting professional. However, because the service quality measurement factors selected in this study are the measurement factors that are mainly applied to large companies or those in the service industries, it is important to consider the type of sales of software distribution companies.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.2 no.4
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• pp.103-133
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• 2007

The purpose of this study is to investigate whether customer satisfaction is affected by the expenditure for the customer satisfaction such as advertising, promotion, and training. This study also investigate whether the financial performance of the firm is affected by the customer satisfaction. The major findings are summarized as following. First, the customer satisfaction is affected by the expenditure for the customer satisfaction such as promotion, training. But customer satisfaction is not affected by advertising cost. Second, considering the time-lag and incremental valiables, the relationship between customer satisfaction and expenditure for the customer satisfaction is not founded. Third, the customer satisfaction affects positively on the corporate financial performance, such as ratio of operating income to sales, ratio of net income to sales, return on total assets, and return on equity. Finally, considering the time-lag the relationship between customer satisfaction and financial performance is not founded. Considering the incremental valiables, the relationship between customer satisfaction and financial performance is founded when ratio of operating income to sales and return on total assets are used financial performance. These findings imply that the expenditure for promotiom and training is needed to increase the customer satisfaction. Also improvement customer satisfaction is needed to increase the financial performance. The limitations of this study are as following. First, this study could not consider the other variables that would affect on the relationship among expenditure for customer satisfaction, level of customer satisfaction, and financial performance. Second, the results of this study are difficult to generalize because this study is focused on the service industry.