지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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초록· 키워드
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The purpose of this study is to identify how to improve the quality of department store'ssales associates for customer loyalty. This study examines the importance of salesassociates' education, skills, and customer service towards customer loyalty. Thequestionnaire survey was conducted to collect data from 220 clothing sales associatesworking in department stores. This survey was paper- based. The participants were askedabout the questionnaires; sales associates' education, sales associates' ability, customerservice, and customer loyalty. General demographic characteristic of participants in thestudy are as follows; females (72.27%) participated the survey more than males (27.73%).
With the age ranging from early 20s to over 40s, most people who took the survey rangedfrom early 30's to mid 30's with 33.64%. The result indicated that sales associates'education, and customer service skills were significantly corelated to each other. Salesassociates' education had no co relation to customer loyalty. In applying the researchfindings, department stores can design their training contents to offer better trainingquality. Education of sales associates can be focused by providing various trainingcontents, exercise, effective options, along with the opportunity to improve the qualities of training.
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참고문헌 (34)
참고문헌 신청
Peh, C. C. / Challenges, lessons, and opportunities
Russell, D. W. / 1998 / Analyzing data from experimental studies : A latent variable structural equation modeling approach / Journal of Counseling Psychology 45(1):18~29
Saxe, R. / 1982 / The soco scale- a measure of the customer orientation of sales people / Journal of Marketing Research 19:343~351
Sheth, J. N. / 1973 / A model of industrial buying behavior / Journal of Marketing 37:50~56
Takahashi, T. / 1996 / The impact of using item parcels on ad hoc goodness of fit indices in confirmatory factor analysis: An empirical example / Paper presented at the annual meeting of the American Educational Research Association
Russell, D. W. / 1998 / Analyzing data from experimental studies : A latent variable structural equation modeling approach / Journal of Counseling Psychology 45(1):18~29
Saxe, R. / 1982 / The soco scale- a measure of the customer orientation of sales people / Journal of Marketing Research 19:343~351
Sheth, J. N. / 1973 / A model of industrial buying behavior / Journal of Marketing 37:50~56
Takahashi, T. / 1996 / The impact of using item parcels on ad hoc goodness of fit indices in confirmatory factor analysis: An empirical example / Paper presented at the annual meeting of the American Educational Research Association
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