의류판매원의 역할모호성 및 역할갈등이 직무만족과 고객지향성에 미치는 영향 = The effect of apparel product salesperson' role ambiguity and role conflict on job-satisgaction and customer orientation

다국어 초록 (Multilingual Abstract)

The purposes of this study are to observe how the apparel product salesperson' role ambiguity and role conflict affect their job- satisfaction and customer orientation. Also this study is to analyze the effect of organizational support, senior support and customer support as moderate variable.
It shows that role ambiguity and role conflict that apparel product salesperson suffers due to job-stress and job-satisfaction can affect in dealing with consumer.
The subject consists of 194 apparel product salespersons working in department stores and apparel s franchise stores in Seoul and Kyeonggi Province.
Date was analyzed by using SPSS 11.0 methods such as reliability analysis and moderated regression analysis.
The following result were founded.
First, apparel product salesperson' role ambiguity and role conflict influence job-satisfaction. This result shows that job-stress such as role ambiguity and role conflict should be eliminated in order to raise apparel product salesperson' job-satisfaction. Consequently, it can help to increase company's efficiency.
Second, the more satisfied apparel product salespersons are, the bigger the influence of customer orientation is.
The more satisfied salespersons, they try to avoid any action that might cause any customer's dissatisfaction and in the long run, they are shown to be more engaged with customers.
Third, the more satisfied apparel product salespersons are with their organizational support, the less role ambiguity influences their job-satisfaction.
However, role conflict is hardly influenced by organizational support. It says that the cause of role conflict is customer or their boss.
Also the more satisfied apparel product salespersons are with senior support or customer support, the less role ambiguity and role conflict influences job-satisfaction.

목차 (Table of Contents)

• 목차
• Ⅰ. 서론 = 1
• Ⅱ. 이론적 배경 = 4
• 1. 의류판매원의 특성 = 4
• 1.1 판매원의 개념 및 역할 = 4
• 1.2 의류판매원의 역할 = 6
• 1.3 판매원에 관한 선행연구 = 7
• 2. 의류판매원의 직무스트레스 = 10
• 2.1 직무스트레스 개념 = 10
• 2.2 직무스트레스 유발요인 = 10
• 2.3 의류판매원의 역할모호성과 역할갈등 = 14
• 2.4 판매원의 역할모호성과 역할갈등발생요인 = 16
• 2.5 직무스트레스(역할모호성·역할갈등)와 직무만족의 관계 = 17
• 3. 의류판매원의 직무만족 = 20
• 3.1 직무만족의 개념과 중요성 = 20
• 3.2 직무만족에 영향을 미치는 요인 = 22
• (1) 조직지원 = 23
• (2) 관리자지원 = 24
• (3) 고객지원 = 26
• 4. 고객지향성 = 27
• 4.1 고객지향성의 개념과 특징 = 27
• 4.2 고객지향성의 구성차원 = 28
• Ⅲ. 연구방법 = 31
• 1. 연구모형 = 31
• 2. 가설 = 32
• 3. 용어정리 = 33
• 3.1 외생 잠재변수(독립변수) = 33
• 3.2 내생 잠재변수(매개변수) = 34
• 3.3 내생 잠재변수(종속변수) = 35
• 3.4 조절변수 = 36
• 4. 예비조사 = 37
• 5. 연구대상 및 자료수집 = 38
• 6. 분석 방법 = 38
• Ⅳ. 연구분석 및 결과 = 39
• 1. 신뢰성 분석 = 39
• 2. 연구가설 검증 = 40
• 2.1 의류판매원의 직무스트레스와 직무만족에 대한 분석 = 40
• 2.2 의류판매원들의 직무만족에 따른 고객지향성 분석 = 41
• 2.3 의류판매원들의 조직지원 만족에 따른 조절효과 분석 = 42
• 2.4 의류판매원들의 관리자지원 만족에 따른 조절효과 분석 = 43
• 2.5 의류판매원들의 고객지원 만족에 따른 조절효과 분석 = 45
• Ⅴ. 결론 및 제언 = 47
• 참고문헌 = 50
• 1. 국내문헌 = 50
• 2. 국외문헌 = 52
• 부록 = 56
• ABSTRACT = 62