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@article{ART001245968},
author={ 이경복 and 정명선 },
title={ 패션 제품 판매원의 감정 노동과 자기효능감 및 탈진감이 고객지향적 판매 행동에 미치는 영향 },
journal={ 복식문화연구 },
issn={1226-0401},
year={2008},
number={1},
pages={33 - 47},
doi={10.29049/rjcc.2008.16.1.33},
url={http://dx.doi.org/10.29049/rjcc.2008.16.1.33}

TY - JOUR
AU - 이경복 AU - 정명선
TI - 패션 제품 판매원의 감정 노동과 자기효능감 및 탈진감이 고객지향적 판매 행동에 미치는 영향
T2 - 복식문화연구
PY - 2008
VL - 16
IS - 1
PB - 복식문화학회
SP - 33 - 47
SN - 1226-0401
AB - The purposes of this study were to extract the effects of emotional labor, self-efficacy and burnout on customer- oriented selling behavior of salesperson by literature review and to examine the effect variables on customer- oriented selling behavior empirically. The questionnaire was administered to 400 salespersons who were selling clothes, cosmetics, shoes, leather products and accessories in department stores located in Kwang-ju city during August 18-24, 2006. Data collected from 307 salespersons were analyzed by using descriptive statistics, factor analysis, t-test, ANOVA, Duncan-test, correlation, regression analysis and path analysis. The results were as follows: First, Salesperson's emotional labor was composed of two factors; emotional labor toward the customer and emotional labor toward the organization. Second, Salesperson's emotional labor had negative significant influence on customer-oriented selling behavior. Specifically, the emotional labor toward the organization negatively influenced on customer-oriented selling behavior, but the emotional labor toward the customer positively influenced on customer-oriented selling behavior. Third, Salesperson's emotional labor positively influenced on burnout. Specifically, emotional labor toward organization significantly influenced on burnout, but emotional labor toward customer did not influenced on burnout. Fourth, Salesperson's self-efficacy positively influenced on customer-oriented selling behavior. Fifth. Salesperson's self-efficacy negatively influenced on burnout. Finally, Salesperson's burnout negatively influenced on comer-oriented selling behavior. The direct effect of salesperson's self-efficacy on customer-oriented selling behavior was large than the indirect effect of salesperson's self-efficacy mediate burnout. But the indirect effect of salesperson's emotional labor mediate burnout was large than the direct effect of salesperson's emotional labor on customer- oriented selling behavior.
KW - emotional labor(감정 노동), self-efficacy(자기효능감), burnout(탈진감), customer-oriented selling behavior(고객지향적 판매 행동).
DO - 10.29049/rjcc.2008.16.1.33
UR - http://dx.doi.org/10.29049/rjcc.2008.16.1.33
ER -

이경복 , 정명선 (2008). 패션 제품 판매원의 감정 노동과 자기효능감 및 탈진감이 고객지향적 판매 행동에 미치는 영향. 복식문화연구, 16(1), 33 - 47.

이경복 , 정명선 . 2008, “패션 제품 판매원의 감정 노동과 자기효능감 및 탈진감이 고객지향적 판매 행동에 미치는 영향”, vol.16, no.1, pp. 33 - 47. Available from: doi:10.29049/rjcc.2008.16.1.33

이경복 and 정명선 “패션 제품 판매원의 감정 노동과 자기효능감 및 탈진감이 고객지향적 판매 행동에 미치는 영향“ 복식문화연구 16.1 pp. 33 - 47. (2008): 33.

이경복 , 정명선 . 패션 제품 판매원의 감정 노동과 자기효능감 및 탈진감이 고객지향적 판매 행동에 미치는 영향 복식문화연구 [Internet]. 2008; 16(1), : 33 - 47. Available from: doi:10.29049/rjcc.2008.16.1.33

이경복 , 정명선 . “패션 제품 판매원의 감정 노동과 자기효능감 및 탈진감이 고객지향적 판매 행동에 미치는 영향“ 복식문화연구 16, no.1, (2008): 33 - 47. doi: :10.29049/rjcc.2008.16.1.33