본문 바로가기
KERD
논문KCI 등재

영업사원이 지각하는 고용불안정성이 기회주의 행동과 고객지향적 판매행동에 미치는 영향: 조직지원과 가치관 일치의 조절효과

The Effect of Salespersons' Job Insecurity on Opportunistic Behavior and Customer-oriented Sales Behavior : Moderating Effect of Organizational Support and Value Congruence

이호택|여찬구
한국전략마케팅학회 (Korean Strategic Marketing Association)|2020.09|마케팅논집(Journal of Marketing Studies) (Journal of Marketing Studies)|제28권 제3호|pp. 59-82|DOI http://dx.doi.org/10.22736/jms.28.3.04

0

조회

0

다운로드

3

인용

0

참고문헌

키워드

고용불안정성Job InsecurityOpportunistic Behavior조직지원고객지향적 판매행동Customer-oriented Sales Behavior기회주의 행동가치관 일치Organizational SupportValue Congruence

초록

최근 유통환경은 다양한 변화를 빠르게 맞이하고 있으며 이와 더불어, 소매업체 간 경쟁 또한 치열해졌다. 이러한 상황에서 영업사원은 제품의 정보를 제공하고 판매하는 역할을 넘어서 기업의 이미지를 고객에게 전달하는 기업의 중요한 자산이라고 할 수 있다. 그러나 경제위기로 인하여 기업의 경영환경이 불확실해짐에 따라 기업은 경쟁력을 확보하기 위해 영업사원의 비정규직 비율을 증가시켰다. 통계청 조사 결과를 살펴보면, 2001년 26.8%였던 비정규직 비중이 2019년 8월 기준 36.4%까지 증가한 것으로 나타났다. 이처럼 기업은 비정규직의 비율을 증가시킴으로써 노동시장에 유연하게 대처하고 각종 비용을 절감시켜 기업의 경쟁력을 높일 수 있었다. 하지만 이러한 변화는 영업사원들에게 직무특성이나 직무 자체에 대한 상실가능성을 제공함으로써 고용에 대한 불안정성을 지각하게 만들었다. 본 연구에서는 영업사원이 지각하는 고용불안정성과 영업사원의 판매행동 간 관계에 초점을 두고 연구를 진행하였으며, 영업사원이 지각하는 고용불안정성이 고객지향적 판매행동에 미치는 부정적인 영향에 대한 메커니즘 및 부정적인 영향을 감소시킬 수 있는 다양한 요인을 규명하였다. 연구결과를 바탕으로 이론적 시사점 및 실무적 시사점, 그리고 향후 연구방향에 대해 제시하였다.

Abstract

In recent years, the distribution environment is rapidly undergoing various changes, and competition among retailers is also fierce. In this situation, a salesperson can be said to be an important asset of a company that delivers a company's image to customers beyond the role of providing and selling product information. However, as the business environment of the company became uncertain due to the economic crisis, the company increased the proportion of non-regular employees in sales to secure competitiveness. According to the results of the National Statistical Office survey, the proportion of non-regular workers, which was 26.8% in 2001, increased to 36.4% in August 2019. Like this, the company was able to flexibly cope with the labor market by increasing the proportion of non-regular workers and reduce various costs to increase the competitiveness of the company. However, this change made salesperson perceived job insecurity by providing the possibility of losing job characteristics or the job itself. This study focus on the relationship between job insecurity of salesperson perceived and salespersons’ sales behavior and theoretical implications, practical implications, and future research directions were presented.

참고문헌 (129)

  1. 김상희, "판매원의 감정지능과 탈진감 및 고객 지향적 판매행동의 관계에 관한 연구", 경영학연구, 35(1), pp.183~225 (2006), 한국경영학회
  2. 김윤성, "고용불안정성이 조직시민행동과 조직몰입에 미치는 영향:심리적 계약 파기의 매개효과 검증", 조직과 인사관리연구, 27(4), pp.223~252 (2003), 한국인사관리학회
  3. 서문식, "서비스접점에서 발생한 부정적 감정이 고객의 관계단절행동에 미치는 영향", 마케팅관리연구, 11(2), pp.55~80 (2006), 한국마케팅관리학회
  4. 여찬구, "판매원이 지각하는 고용 불안정성이 고객지향성에 미치는 영향: 판매원의 기업 동일시의 조절효과", 서비스경영학회지, 16(5), pp.125~147 (2015), 한국서비스경영학회[DOI]
  5. 손승연, "상사의 성격 특성과 차 상위 상사의 지원이 상사의 모욕적 행동에 미치는 영향에 관한 연구", 경영학연구, 38(4), pp.1059~1084 (2009), 한국경영학회
  6. 이호택, "적응적 판매와 고객 지향적 판매: 선행요인과 결과", 유통경영학회지, 21(1), pp.95~105 (2018), 한국유통경영학회[DOI]
  7. 임도화, "직무불안정성이 정서적 조직몰입과 직무성과에 미치는 영향: 조직지원인식의 조절효과를 중심으로", 서비스경영학회지, 20(3), pp.1~24 (2019), 한국서비스경영학회[DOI]
  8. 장명균, "판매 및 영업 서비스직 종사자의 조직지원인식, 조직일체감 및 기회주의 행동 간의 관계에 대한 연구", 서비스경영학회지, 19(2), pp.259~280 (2018), 한국서비스경영학회[DOI]
  9. 경제활동인구조사 - 근로형태별 부가조사 결과, "통계청", ~ (2019)
  10. Adams, J. S., "Inequity in Social Exchange", Advances in Experimental Social Psychology, 2(7), pp.267~299 (1965)
  11. Allen, David G., "The Role of Perceived Organizational Support and Supportive Human Resource Practices in the Turnover Process", Journal of Management, 29(1), pp.99~118 (2003)
  12. Amos, Elizabeth A., "An Analysis of the Relation between Employee-Organization Value Congruence and Employee Attitudes", The Journal of Psychology, 142(6), pp.615~632 (2008)
  13. Andaleep, Syed S., "Factors Influencing Customer Trust in Salespersons in a Developing Country", Journal of International Marketing, 4(4), pp.35~52 (1996)
  14. Anderson, Erin, "Perspectives on Behavior-based versus Outcome-based Salesforce Control Systems", Journal of Marketing, 51(4), pp.76~88 (1987)
  15. Anderson, James C., "Structural Equation Modeling in Practice: A Review and Recommended Two-step Approach", Psychological Bulletin, 103(3), pp.411~423 (1988)
  16. Anderson, James C., "A Model of Distributor Firm and Manufacturer Firm Working Partnerships", Journal of Marketing, 54(1), pp.42~58 (1990)
  17. Armstrong-Stassen, Marjorie, "Survivors Reactions to a Workforce Reduction: A Comparison of Blue-collar Workers and Their Supervisors", Canadian Journal of Administrative Sciences, 10(4), pp.334~343 (1993)
  18. Arnold, Hugh J., "A Multivariate Analysis of the Determinants of Job Turnover", Journal of Applied Psychology, 67(3), pp.350~360 (1982)
  19. Ashford, Susan J., "Content, Causes and Consequences of Job Insecurity: A Theory-based Measure and Substantive Test", Academy of Management Journal, 32(4), pp.803~829 (1989)
  20. Bagozzi, Richar P., "On the Evaluation of Structural Equation Models", Journal of Academy of Marketing Science, 16(1), pp.74~94 (1988)
  21. Beehr, Terry A., "Job Stress, Employee Health, and Organizational Effectiveness: A Facet Analysis, Model, and Literature Review", Personnel psychology, 31(4), pp.665~699 (1978)
  22. Berkley, Blair J., "Identifying the Information Requirements to Deliver Quality Service", International Journal of Service Industry Management, 6(5), pp.16~35 (1995)
  23. Berry, Christopher M., "Interpersonal Deviance, Organizational Deviance, and Their Common Correlates: A Review and Meta-analysis", Journal of Applied Psychology, 92(2), pp.410~424 (2007)
  24. Brockner, Joel, "Self-esteem at Work" (1988), Lexington Books
  25. Brockner, Joel, "Layoffs, Job Insecurity, and Survivors' Work Effort: Evidence of an Inverted-U Relationship", Academy of Management, 35(2), pp.413~425 (1992)
  26. Brown, Tom J., "The Customer Orientation of Service Workers: Personality Trait Effects on Self- and Supervisor Performance Ratings", Journal of Marketing Research, 39(1), pp.110~119 (2002)
  27. Bush, Rober. P., "Developing a Behavior Based Scale to Assess Retail Salesper", Journal of Retailing, 66(1), pp.119~ (1990)
  28. Cable, Daniel M., "Person-organization Fit, Job Choice Decisions, and Organizational Entry", Organizational Behavior and Human Decision Processes, 67(3), pp.294~311 (1996)
  29. Cable, Daniel M., "Complementary and Supplementary Fit: A Theoretical and Empirical Integration", Journal of Applied Psychology, 89(5), pp.822~834 (2004)
  30. Caldwell, David F., "Measuring Person-job Fit with a Profile-comparison Process", Journal of Applied Psychology, 75(6), pp.648~657 (1990)
  31. Cannon, Joseph P., "Buyer-seller Relationships in Business Markets", Journal of Marketing Research, 36(4), pp.439~460 (1999)
  32. Caplan, R. D., "Job Demands and Worker Health" (1975), U.S. Department of Health, Education, and Welfare
  33. Chambel, Maria J., "They Don't Want to be Temporaries: Similarities between Temps and Core Workers", Journal of Organizational Behavior, 28(8), pp.943~959 (2007)
  34. Chatman, Jennifer A., "Improving Interactional Organizational Research: A Model of Person-organization Fit", Academy of Management Proceedings, 14(3), pp.333~349 (1989)
  35. Cotterell, Norman, "Inhibiting Effects of Reciprocation Wariness on Interpersonal Relationships", Journal of Personality and Social Psychology, 62(4), pp.658~668 (1992)
  36. Coyle-Shapiro, Jacqueline A-M, "A Psychological Contract Perspective on Organizational Citizenship Behavior", Journal of Organizational Behavior, 23(8), pp.927~946 (2002)
  37. Cravens, David W., "Behavior-based and Outcome-based Salesforce Control Systems", Journal of Marketing, 57(4), pp.47~59 (1993)
  38. Crosby, Lawrence A., "Relationship Quality in Services Selling: An Interpersonal Influence Perspective", Journal of Marketing, 54(3), pp.68~81 (1990)
  39. Davy, Jeanette A., "A Test of Job Security's Direct and Mediated Effects on Withdrawal Cognitions", Journal of Organizational Behavior, 18(4), pp.323~349 (1997)
  40. Dekker, Sidney W. A., "The Effects of Job Insecurity on Psychological Health and Withdrawal: A Longitudinal Study", Australian Psychologist, 30(1), pp.57~63 (1995)
  41. De Cuyper, Nele, "Literature Review of Theory and Research on the Psychological Impact of Temporary Employment: Towards a Conceptual Model", International Journal of Management Reviews, 10(1), pp.25~51 (2008)
  42. De Cuyper, Nele, "Autonomy and Workload among Temporary Workers: Their Effects on Job Satisfaction, Organizational Commitment, Life Satisfaction, and Self-rated Performance", International Journal of Stress Management, 13(4), pp.441~459 (2006)
  43. De Witte, Hans, "Job Insecurity and Psychological Well-being: Review of the Literature and Exploration of Some Unresolved Issues", European Journal of Work and Organizational Psychology, 8(2), pp.155~177 (1999)
  44. De Witte, Hans, "’Objective' vs ‘Subjective' Job Insecurity: Consequences of Temporary Work for Job Satisfaction and Organizational Commitment in Four European Countries", Economic and Industrial Democracy, 24(2), pp.149~188 (2003)
  45. Doney, Patricia M., "An Examination of the Nature of Trust in Buyer-seller Relationships", Journal of Marketing, 61(2), pp.35~51 (1997)
  46. Edwards, Jeffrey R., "The Value of Value Congruence", Journal of Applied Psychology, 94(3), pp.654~677 (2009)
  47. Eisenberger, Robert, "Reciprocation Ideology", Journal of Personality and Social Psychology, 53(4), pp.743~750 (1987)
  48. Eisenberger, Robert, "Perceived Organizational Support and Employee Diligence, Commitment, and Innovation", Journal of applied psychology, 75(1), pp.51~ (1990)
  49. Eisenberger, Robert, "Perceived Organizational Support", Journal of Applied psychology, 71(3), pp.500~507 (1986)
  50. Eisenberger, Robert, "Perceived Supervisor Support: Contributions to Perceived Organizational Support and Employee Retention", Journal of applied psychology, 87(3), pp.565~573 (2002)
  51. Etzioni, Amitai, "A Comparative Analysis of Complex Organizations" (1961), The Free Press
  52. Fornell, Claes, "Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics", Journal of Marketing Research, 18(3), pp.382~388 (1981)
  53. Franke, George R., "Salesperson Adaptive Selling Behavior and Customer Orientation: A Meta-analysis", Journal of Marketing Research, 43(4), pp.693~702 (2006)
  54. Gehman, Jole, "Values Work: A Process Study of the Emergence and Performance of Organizational Values Practices", Academy of Management Journal, 56(1), pp.84~112 (2013)
  55. Gibson, Cristina B., "Contextual Determinants of Organizational Ambidexterity", Academy of Management Journal, 46(2), pp.209~226 (2004)
  56. Greenhalgh, L., "Organizational Decline, Research in the Sociology of Organizations, Vol.2", pp.231~276 (1983), JAI Press
  57. Greenhalgh, Leonard, "Job Insecurity: Toward Conceptual Clarity", Academy of Management Review, 9(3), pp.438~448 (1984)
  58. Guzzo, Richard A., "Expatriate Managers and the Psychological Contract", Journal of Applied Psychology, 79(4), pp.617~626 (1994)
  59. , 2013
  60. Heaney, Catherine A., "Chronic Job Insecurity among Automobile Workers: Effects on Job Satisfaction and Health", Social Science & Medicine, 38(10), pp.1431~1437 (1994)
  61. Heide, Jan B., "Interorganizational Governance in Marketing Channels", Journal of Marketing, 58(1), pp.71~85 (1994)
  62. Hunter, Larry W., "Feeling the Heat: Effects of Stress, Commitment, and Job Experience on Job Performance", Academy of Management Journal, 50(4), pp.953~968 (2007)
  63. Inkpen, Andrew C., "Social Capital, Networks and Knowledge Transfer", Academy of Management Review, 30(1), pp.146~165 (2005)
  64. Ivancevich, John M., "Organizational Level Stress Management Interventions: A Review and Recommendations", Journal of Organizational Behavior Management, 8(2), pp.229~248 (1987)
  65. Jafri, Hassan, "Influence of Psychological Contract Breach on Organizational Commitment", Synergy, 9(2), pp.19~30 (2011)
  66. Jafri, Md. H., "Influence of Psychological Contract Breach on Organizational Citizenship Behaviour and Trust", Psychological Studies, 57(1), pp.29~36 (2012)
  67. Jaramillo, Fernando, "A Meta Analysis of the Relationship between Sales Orientation Customer Orientation (SOCO) and Salesperson Job Performance", Journal of Business and Industrial Marketing, 22(5), pp.302~310 (2007)
  68. Jaworski, Bernard J., "Market Orientation: Antecedents and Consequences", Journal of Marketing, 57(3), pp.53~70 (1993)
  69. Johlke, Mark C., "Antecedents to Boundary-spanner Perceived Organizational Support", Journal of Management Psychology, 17(2), pp.116~128 (2002)
  70. John, George, "An Empirical Investigation of Some Antecedents of Opportunism in a Marketing Channel", Journal of Marketing Research, 21(3), pp.278~289 (1984)
  71. Johnston, Mark W., "A Longitudinal Assessment of the Impact of Selected Organizational Influences on Salespeople's Organizational Commitment during Early Employment", Journal of Marketing Research, 27(3), pp.333~344 (1990)
  72. Kalliath, Thomas J., "A Test of Value Congruence Effects", Journal of Organizational Behavior, 20(7), pp.1175~1198 (1999)
  73. Kashyap, Vishal, "An Exploratory Examination of Shared Values in Channel Relationships", Journal of Business Research, 65(5), pp.586~593 (2012)
  74. Katz, Daniel, "The Social Psychology of Organizations" (1978), Wiley
  75. Keillor, Bruce D., "Sales Force Performance Satisfaction and Aspects of Relational Selling: Implications for Sales Managers", Journal of Marketing Theory and Practice, 7(1), pp.101~115 (1999)
  76. Kelley, Scott W., "An Investigation of Positive Affect, Prosocial Behaviors and Service Quality", Journal of Retailing, 73(3), pp.407~427 (1997)
  77. Kidwell, Roland E., "Antecedents and Effects of Free Riding in the Franchisor-franchisee Relationship", Journal of Business Venturing, 22(4), pp.522~544 (2007)
  78. King, James E., "White-collar Reactions to Job Insecurity and the Role of the Psychological Contract: Implications for Human Resource Management", Human Resource Management, 39(1), pp.79~92 (2000)
  79. Kinnunen, Ulla, "Organizational Antecedents and Outcomes of Job Insecurity: A Longitudinal Study in Three Organizations in Finland", Journal of Organizational Behavior, 21(4), pp.443~459 (2000)
  80. Knouse, Stephen B., "Ethical Decision-making in Business: Behavioral Issues and Concerns", Journal of Business Ethics, 11, pp.369~377 (1992)
  81. Kotler, Philip, "Marketing Management" (1994), Englewood Cliffs
  82. Kotler, Philip, "Marketing for Hospitality and Tourism" (1996), Prentice-Hall
  83. LePine, Jeffrey A., "The Nature and Dimensionality of Organizational Citizenship Behavior: A Critical Review and Meta-Analysis", Journal of Applied Psychology, 87(1), pp.52~65 (2002)
  84. Locke, Edwin A., "What is Job Satisfaction?", Organizational Behavior and Human Performance, 4(4), pp.309~336 (1969)
  85. March, James G., "Organizations" (1958), Wiley
  86. Martin, Craig A., "Psychological Climate, Empowerment, Leadership Style, and Customer-oriented Selling: An Analysis of the Sales Manager-salesperson Dyad", Journal of the Academy of Marketing Science, 34(3), pp.419~438 (2006)
  87. Mauno, Saija, "Multi-wave, Multi-variable Models of Job Insecurity: Applying Different Scales in Studying the Stability of Job Insecurity", Journal of Organizational Behavior, 22(8), pp.919~937 (2001)
  88. Meglino, Bruce M., "A Work Values Approach to Corporate Culture: A Field Test of the Value Congruence Process and Its Relationship to Individual Outcomes", Journal of Applied Psychology, 74(3), pp.424~432 (1989)
  89. Mohr, Gisela B., "The Changing Significance of Different Stressors after the Announcement of Bankruptcy: A Longitudinal Investigation with Special Emphasis on Job Insecurity", Journal of Organizational Behavior, 21(3), pp.337~359 (2000)
  90. Mohr, Lois A., "The Role of Employee Effort in Satisfaction with Service Transactions", Journal of Business Research, 32(3), pp.239~252 (1995)
  91. Mooney, M., "Let's Use Job Security as a Productivity Builder", Personnel Administrator, 29(1), pp.38~44 (1984)
  92. Moorman, Robert H., "Does Perceived Organizational Support Mediate the Relationship between Procedural Justice and Organizational Citizenship Behavior?", Academy of Management Journal, 41(3), pp.351~357 (1998)
  93. Morgan, Robert M., "The Commitment-trust Theory of Relationship Marketing", Journal of Marketing, 58(3), pp.20~38 (1994)
  94. Morrison, Elizabeth W., "When Employees Feel Betrayed: A Model of How Psychological Contract Violation Develops", Academy of management Review, 22(1), pp.226~256 (1997)
  95. Noordewier, Thomas G., "Performance Outcomes of Purchasing Arrangements in Industrial Buyer-vendor Relationships", Journal of Marketing, 54(4), pp.80~93 (1990)
  96. Oliver, Richard L., "An Empirical Test of the Consequences of Behavior-and Outcome-based Sales Control Systems", Journal of Marketing, 58(4), pp.53~67 (1994)
  97. Pierce, Jon L., "Self-esteem within the Work and Organizational Context: A Review of the Organization-based Self-esteem Literature", Journal of Management, 30(5), pp.591~622 (2004)
  98. Podsakoff, Philip M., "Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies", Journal of Applied Psychology, 88(5), pp.879~903 (2003)
  99. Ramaswami, Sridhar N., "Marketing Controls and Dysfunctional Employee Behaviors: A Test of Traditional and Contingency Theory Postulates", Journal of Marketing, 60(2), pp.105~120 (1996)
  100. Reisel, William D., "Job Insecurity Spillover to Key Account Management: Negative Effects on Performance, Effectiveness, Adaptiveness, and Esprit De Corps", Journal of Business and Psychology, 19(4), pp.483~503 (2005)
  101. Rhoades, Linda, "Perceived Organizational Support: A Review of the Literature", Journal of Applied Psychology, 87(4), pp.698~714 (2002)
  102. Rindfleisch, Aric, "Transaction Cost Analysis: Past, Present, and Future Applications", Journal of Marketing, 61(4), pp.30~54 (1997)
  103. Robinson, Sandra L., "Violating the Psychological Contract: Not the Exception but the Norm", Journal of Organizational Behavior, 15(3), pp.245~259 (1994)
  104. Robinson, Sandra L., "Psychological Contracts and OCB: The Effect of Unfulfilled Obligations on Civic Virtue Behavior", Journal of Organizational Behavior, 16(3), pp.289~298 (1995)
  105. Rokeach, M., "The nature of human values" (1973), Free Press
  106. Rosenblatt, Zehava, "A Test of a Multidimensional Model of Job Insecurity: The Case of Israeli Teachers", Journal of Organizational Behavior, 17(S1), pp.587~605 (1996)
  107. Rousseau, Denise M., "Psychological and Implied Contracts in Organizations", Employee Responsibilities and Rights Journal, 2(2), pp.121~139 (1989)
  108. Rousseau, Denise M., "Psychological Contracts in Organizations: Understanding Written and Unwritten Agreements" (1995), Sage Publications
  109. Rust, R. T., "Service Marketing" (1996), HarperCollins
  110. Saxe, Robert, "The SOCO Scale: A Measure of the Customer Orientation of Sale People", Journal of Marketing Research, 19(3), pp.82~113 (1982)
  111. Schneider, Benjamin, "Linking Service Climate and Customer Perceptions of Service Quality: Tests of a Causal Model", Journal of Applied Psychology, 83(2), pp.150~163 (1998)
  112. Schurr, Paul H., "Influences on Exchange Processes: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness", Journal of Consumer Research, 11(4), pp.939~953 (1985)
  113. Singh, Jagdip, "Performance Productivity and Quality of Frontline Employees in Service Organizations", Journal of Marketing, 64(2), pp.15~34 (2000)
  114. Sora, Beatriz, "The Consequences of Job Insecurity for Employees: The Moderator Role of Job Dependence", International Labour Review, 149(1), pp.59~72 (2010)
  115. Steers, Richard M., "Antecedents and Outcomes of Organizational Commitment", Administrative Science Quarterly, 22(1), pp.46~56 (1977)
  116. Steiger, James H., "Structural Model Evaluation and Modification: An Interval Estimation Approach", Multivariate Behavioral Research, 25(2), pp.173~180 (1990)
  117. Sverke, Magnus, "No Security: A Meta-analysis and Review of Job Insecurity and Its Consequences", Journal of Occupational Health Psychology, 7(3), pp.242~264 (2002)
  118. Szymanski, David M., "Determinants of Selling Effectiveness: The Importance of Declarative Knowledge to the Personal Selling Concept", Journal of Marketing, 52(1), pp.64~77 (1988)
  119. Thibaut, J., "The Social Psychology of Concepts" (1959)
  120. Turnley, William H., "The Impact of Psychological Contract Fulfillment on the Performance of In-Role and Organizational Citizenship Behaviors", Journal of Management, 29(2), pp.187~206 (2003)
  121. Villena, Verónica. H., "On the Same Page? How Asymmetric Buyer-supplier Relationships Affect Opportunism and Performance", Production and Operations Management, 26(3), pp.491~508 (2017)
  122. Wang, Taolin, "A Social Exchange Perspective of Employee-organization Relationships and Employee Unethical Pro-organizational Behavior: The Moderating Role of Individual Moral Identity", Journal of Business Ethics, 159, pp.473~489 (2019)
  123. Wathne, Kenneth H., "Opportunism in Interfirm Relationships: Forms, Outcomes, and Solutions", Journal of Marketing, 64(4), pp.36~51 (2000)
  124. Wayne, Sandy J., "Perceived Organizational Support and Leader-member Exchange: A Social Exchange Perspective", Academy of Management Journal, 40(1), pp.82~111 (1997)
  125. Wayne, Sandy J., "The Role of Fair Treatment and Rewards in Perceptions of Organizational Support and Leader-member Exchange", Journal of Applied Psychology, 87(3), pp.590~598 (2002)
  126. Williams, Michael R., "The Influence of Salespersons’ Customer Orientation on Buyer-seller Relationship Development", Journal of Business & Industrial Marketing, 13(3), pp.271~287 (1998)
  127. Williamson, Oliver E., "The Economic Institutions of Capitalism: Firms, Markets, Relational Contracting" (1985), The Free Pres
  128. Williamson, Oliver E., "Opportunism and Its Critics", Managerial and Decision Economics, 14(2), pp.97~107 (1993)
  129. Yeo, Chankoo, "The Customer Orientation of Salesperson for Performance in Korean Market Case: A Relationship between Customer Orientation and Adaptive Selling", Sustainability, 11(21), pp.6115~ (2019)

관련 논문AI추천

영업사원의 조직동일시가 고객지향적 판매에 미치는 영향: 고용형태의 조절효과를 중심으로여찬구, 이호택, 조연진한국전략마케팅학회 · 마케팅논집(Journal of Marketing Studies)2017 · 제25권 제1호심리적 계약위반이 고객지향성에 미치는 영향: 조직기반 자긍심과 직무 불안정성의 매개적 역할이한근, 조윤형지식경영연구원 · 기업과혁신연구2023 · 제46권 제3호심리적 계약위반 경험이 서비스 종업원의 고객지향적 판매행동에 미치는 영향: 조직 동일시 매개효과여찬구, 이한근, 지성구한국상품학회 · 상품학연구2022 · 제40권 제6호서비스 기업에서 조직정치지각과 종업원의 적응적 판매행동과의 관계허정, 이한근지식경영연구원 · 기업과혁신연구2024 · 제47권 제4호상사의 윤리적 리더십이 판매원의 적응적 판매행동과 조직몰입에 미치는 영향강성천, 송치훈, 편해수한국전문경영인학회 · 전문경영인연구2018 · 제21권 제1호영업사원의 고객지향성은 항상 옳은가?: 고객지향성의 두 차원이 직무성과에 미치는 차별적 영향김향미, 한계숙한국상품학회 · 상품학연구2016 · 제34권 제4호

이 간행물의 다른 논문 (3건)

창업기업 CEO의 마케팅지식이 마케팅성과를 높여주는가?김상덕pp. 1-21고객의 서비스실패 경험과 재이용의도: 종업원의 진정성 및 서비스회복 시스템의 3차항 조절효과정기백, 최석봉pp. 22-41O2O서비스 환경에서 새로운 어플리케이션의 수용요인과 회피요인에 관한 연구장영혜, 김판수pp. 42-58
원문 보기