• Journal of Digital Convergence
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• v.15 no.12
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• pp.195-202
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• 2017

Previous studies on salesperson's performance have concentrated on increasing job satisfaction through compensations and benefits or effective communication processes and have not sufficiently considered the emotional aspect of salesperson's selling behaviors. The purpose of this study is to investigate informal learning and positive psychological capital on the relationship between job satisfaction and customer orientation of IT salespeople. Data were collected from 159 IT salespeople and analyzed by structural equation modeling (SEM). As a result, it was found that the informal learning of IT salesperson had a significantly positive impact on positive psychological capital. Positive psychological capital was significantly affect on job satisfaction and customer orientation. Positive psychological capital mediated the relationship between informal learning and job satisfaction/customer orientation. The results of this study suggest that there is a need to develop informal learning based on positive psychology and to strengthen the reflected job satisfaction and customer orientation.

• Fashion & Textile Research Journal
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• v.13 no.4
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• pp.572-581
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• 2011

The purpose of this study was to investigate the effect of duty free shop consumers' store benefits sought and fashion merchandise shopping orientation on store satisfaction. Survey data were collected from questionnaires filled out by 194 domestic consumers who had purchase experience of fashion goods in duty free shops located in Korea. The data were analyzed by reliability analysis, factor analysis, and multiple regression analysis. The results of this study were as follows: First, the store benefits sought was categorized into five factors such as pursuit of convenience, salesperson/atmosphere, promotion, product quality, and product fashionability/variety. The fashion merchandise shopping orientation was categorized into six factors such as pleasure orientation, pursuit of fashion, pursuit of brand, planned orientation, pursuit of confidence, and convenience orientation. The store satisfaction was categorized into six factors such as atmosphere/reputation of store, promotion, product fashionability/variety, convenience, price, and salesperson. Second, the store benefits sought, composed of pursuit of convenience, salesperson/atmosphere, promotion, product quality, and product fashionability/variety, had an effect on the store satisfaction. Third, the shopping orientation such as pleasure orientation, pursuit of fashion, pursuit of brand, and planned orientation, with the exception of pursuit of confidence and convenience orientation, had an effect on the store satisfaction.

• The Journal of the Korea Contents Association
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• v.7 no.8
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• pp.245-254
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• 2007

The purpose of this study is to analyse the effects of salesperson's lifestyle, selling behaviors on strategic management of salesperson. So this study not only examines differences in the salesperson's lifestyle, selling behaviors and job satisfaction but also analyses the impact of salespersons' lifestyle and selling behaviors on job satisfaction. The results of this study are summarized as follows. First, the result of analyzing differences in the lifestyle according to the characteristics of sex, age, academic background income is no significant difference. Second, the result of analyzing differences in the selling behavior according to the characteristics of sex and marriage is significant difference. Third, the result of analyzing differences in the job satisfaction according to the characteristics of store type is significant difference. Salesperson working at the exclusive agencies is most high job satisfaction. According to the result of examining the relationship between salespersons' lifestyle and the selling behaviors, job-oriented lifestyle has positive effects on the customer orientation and hospitality orientation. Finally salespersons' job satisfaction is positively affected by the job-oriented lifestyle and hospitality-orientation selling behavior.

• Management & Information Systems Review
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• v.37 no.1
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• pp.1-18
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• 2018

This research performed the empirical test for the effects of sales performance on salesperson's job satisfaction, organizational commitment, and need for achievement using 375 salesperson samples in Korea. Analyzed direct effects among the factors and mediation effects of organizational commitment and need for achievement as well. Results showed that job satisfaction have a significant positive (＋) impact on organizational commitment and sales performance, and organizational commitment significant positive influence on need for achievement. However, organizational commitment have no significant effect on sales performance. Need for achievement have a significant direct effect on sales performance positively and have mediation effect between organizational commitment and sales performance. For the mediating effect, organizational commitment have significant result between job performance and need for achievement, but have no significance between job performance and sales performance. This paper suggest that the implications. First, this research exam integrated and detailed analyze for job satisfaction, organizational commitment, need for achievement, and sales performance including the results of verified in precedent study. Second, identify job satisfaction and need for achievement are important factors on salesperson's performance and find out through the empirical test the importance having balance of satisfaction of salesperson's own job and need for achievement in the sales field rather than consider only organizational commitment. Third, in the existing research, high need for achievement increase organizational commitment as a predictor of organizational commitment factor. In this research, claim that organizational commitment also become as a predictor of need for achievement and high organizational commitment make need for achievement higher. Consequently, need for achievement and organizational commitment be interact with each other and significant effect on sales performance of sales force.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.43 no.3
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• pp.191-203
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• 2020

This study aims to present the differentiating factors of B2B salesperson competency through comparing the suppliers and buyers in Korean steel industry in their perception on the importance and priority of B2B salesperson competency. Based on previous studies, analysis on B2B salesperson competency has been analyzed using the B2B salesperson performance competency measure factors and appropriately reorganizing them for better application to the steel industry. The required performance competencies of B2B salesperson can be categorized into 3 different types, namely social exchange competency, advisory sales competency, and skill & knowledge competency. AHP analysis was performed for analyzing the relative importance of B2B salesperson competency based on the factors of previous studies, in which categorization of the aforementioned types had been done. As the result, first, it has been confirmed that there is a difference in 1st layer main factors between the supplier group and buyer group. The supplier group valued the advisory sales competency, while the buyer group valued skill & knowledge competency. Second, it has been proved that there is same result of relative importance in 2nd detailed factors between the supplier group and buyer group. Both group confirmed that customer member, identify customer needs and communication skill are very important factors. Third, as the result of analysis on the gap between B2B salesperson competency of the suppliers and buyers, the gap in the product knowledge and sales team member need improvement for buyer's satisfaction according to overall results of relative importance and priority. The steel supplier was able to develop B2B salesperson competency according to the buyers' needs based on the result of this study, and furthermore it is expected that this study will be able to contribute to increase in buyer competitiveness through differentiation in B2B salesperson competency.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.11
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• pp.1270-1278
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• 2003

The purposes of this study were to compare the perspectives of salespeople and of customers on the perception of salespeople's customer orientation and to examine the effects of the customer orientation on customer satisfaction and in turn on store revisit intention. Data were obtained from the two groups of department store salespeople and their customers. A total of 300 pairs of questionnaires were distributed, and 224 pairs were analyzed. The results revealed that the salespeople's perception of the customer orientation was significantly higher than the customer's perception. The customer orientation affected the customer satisfaction with salesperson and with store while the sales orientation did not. The customer satisfaction, in turn, affected the store revisit intention, and the effect of the satisfaction with store was higher than that with salesperson. A slight difference between the customers and salespeople in such effects was observed. Generally the effects had higher predictabilities for the customers.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.1
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• pp.29-39
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• 2003

The purpose of this study was to investigate the effects of service quality of apparel stores, evaluative criteria and clothing involvement on the consumer satisfaction. Data were collected from 481 women consumers living in Busan and analysed by frequency analysis, factor analysis, Cronbach's , cluster analysis, t-test and discriminant analysis. The results showed that consumers who highly involved symbolism of apparel were more influenced by salesperson service and store atmosphere, and were more effected by prestige/brand royalty of apparel than those who highly involved pleasure of apparel. Those who had high scores in symbolism involvement were more satisfied with consumer satisfaction in apparel buying behaviors than those who highly involved pleasure of apparel. The service quality was the influenced variable on consumer satisfaction related to apparel products than the others. Especially, salesperson service and store atmosphere in service quality were important to the satisfaction perceived by consumers in apparel buying process.

• Journal of Fashion Business
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• v.11 no.1
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• pp.97-107
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• 2007

The purpose of this study was to examine the relationship structure in discount store focusing on age. Subjects for this study were 360 customers who had purchased fashion products in discount stores. For date analysis, $x^2$-test and regression analysis were used. As the result, when comparing groups by the age, women in their 20s, 30s and 40s had 'relationship maintenance intention' through satisfaction, trust and commitment. In the case of women in their 20s group, the information, reputation, product salesperson and price variables had the effects on satisfaction. The information, location, salesperson variable had direct effect on relationship maintenance. In the case of women in their 30s group, the benefits, information, reputation and price variables had the effects on satisfaction. And the information, salesperson variable had direct effect on relationship maintenance. In the case of women in their 40s group, the information, location and price variables had the effects on satisfaction. The reputation variable had direct effect on relationship maintenance. Based on these results, fashion marketing strategies of discount store would be suggested.

• Journal of Fashion Business
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• v.8 no.3
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• pp.34-48
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• 2004

This study aims to determine any possible causation between identifying which major factors affect CRM(Customer Relationship Management) in terms of promotion strategies for fashion goods and classifying customers into several categories, so that it can seek reasonable strategic measures based on CRM. This study suggested a model by selecting several variables meeting its goals, and used total 672 sheets of questionnaire for final analysis. In addition, a structural equation model was analyzed As a result, it was found that pricing flexibility had more or less influential relationships with trust, satisfaction and commitment in CRM, although having a negative relationship with commitment. Salesperson's role was also significantly correlated with trust, satisfaction and commitment in CRM, and especially, there were more influential relationships with satisfaction than any other factor. Service quality had relatively high influential relationships with trust, satisfaction and commitment in CRM. Retained customers showed more or less influential relationships with trust, satisfaction and commitment, while loyal customers did so with satisfaction and commitment, except for trust.

• Journal of Distribution Science
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• v.16 no.11
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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.