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Korean Academic Society of Business Administration
[ Article ]
korean management review - Vol. 47, No. 2, pp.403-423
ISSN: 1226-1874 (Print)
Print publication date 30 Apr 2018
Received 29 Aug 2017 Revised 07 Feb 2018 Accepted 14 Feb 2018
DOI: https://doi.org/10.17287/kmr.2018.47.2.403

영업통제시스템(SFCs)이 영업사원의 영업성과에 미치는 영향과 메커니즘에 관한연구: 리더-구성원의 교환관계와 팀 지원분위기의 매개효과 검증

이준섭* ; 손정민**
*(주저자) 연세대학교 경영대학 객원교수 901rccljs@naver.com
**(교신저자) 충남대학교 경영대학 조교수 sonjm81@gmail.com
A Study on the Effect and Mechanism of Sales Force Control Systems(SFCs) on Sales Performance: Focusing on the Mediating Role of LMX and Team Support Atmosphere
Junseop Lee* ; Jungmin Son**
*Yonsei University, School of Business, First Author
**Chungnam National University, School of Business, Corresponding Author

초록

본 연구는 영업조직의 통제이론에 근거한 영업통제시스템이 영업사원의 영업성과에 미치는 영향력과 메커니즘을 고찰한 연구이다. 기존의 문헌에서는 영업통제시스템과 영업사원의 영업성과의 관계에서 영업사원의 지향성 및 직무관련 태도 등의 개인의 심리적 기제를 밝히는 데 집중해 왔고, 사회적 교환관계를 형성함으로 인해 발생하는 조직 내 상사와의 관계 및 조직 내 분위기와 그 효과에 대한 연구의 진행은 매우 미흡한 상황이다. 본 연구에서는 이러한 이론적 공백을 채우고, 영업 관리 분야의 연구범위를 확장하기 위해 영업통제시스템의 하위차원인 활동통제와 결과통제가 영업사원의 영업성과에 어떠한 직접적인 영향을 미치는지, 그리고 이 과정에서 리더-구성원 교환관계(LMX)와 팀 지원 분위기가 어떠한 메커니즘 역할을 하는지를 규명하고자 하였다.

실증분석을 위한 자료는 국내 대형 생명보험사의 지원을 받아 1,016명의 영업사원, 157명의 영업매니저의 설문응답자료, 그리고 영업사원들의 객관적 영업실적 자료를 활용하였으며(triadic data sources) 모든 자료를 매칭(matching)하여 실증분석에 사용 하였다.

연구결과, 활동통제와 결과통제는 영업사원의 영업성과에는 직접적인 관계가 없는 것으로 확인되었고, 활동통제는 리더-구성원 교환관계(LMX)와 팀 지원 분위기에 긍정적인 영향이 있었으나 결과통제는 유의한 결과가 확인되지 않았다. 그리고 팀 지원 분위기는 영업사원의 성과에 긍정적인 영향을 미쳤으나 리더-구성원 교환관계(LMX)는 오히려 부정적인 영향이 있는 것으로 나타났다. 또한 활동통제와 영업성과의 관계에서 리더-구성원 교환관계(LMX)의 매개효과가 확인되었다. 이와 같은 실증연구결과에 기초하여 이론적 시사점과 실무적 시사점을 논의하였으며 연구의 한계점과 향후 연구방향을 제시하였다.

Abstract

This study examines the influence and mechanism of sales force control system based on control theory on sales performance of salesperson. Past literature have focused on identifying individual psychological mechanisms such as salesperson’s orientation and job-related attitudes in relation to the sales performance of the sales force control system. There is no research done about it. In order to fill the theoretical gap and to expand the scope of research in the field of sales management, this study investigates how the activity control and outcome control directly affect the salesperson’s sales performance. In addition, we tried to clarify the mechanism of Leader-Member Exchange(LMX) and team support atmosphere in this process.

Data for empirical analysis were obtained from large life insurance company in South Korea: 1016 salespeople, 157 sales managers' questionnaire response data, and objective sales data of salespeople. Using triadic data sources, we conducted empirical analysis.

As a result of the study, activity control and outcome control were not directly related to the sales performance of salesperson. Activity control positively affected the Leader-Member Exchange (LMX) and team support atmosphere. However, no significant results were found for outcome control. Team support atmosphere had a positive effect on salesperson performance, but the Leader-Member Exchange(LMX) had a negative effect. Finally, the mediating effect of the Leader-Member Exchange(LMX) on the relationship between activity control and sales performance was confirmed.

Based on these empirical studies, theoretical implications and practical implications are discussed. The limitations of the study and the direction of future research are also suggested.

Keywords:

Sales Force Control Systems, Leader-Member Exchange(LMX), Team Support Atmosphere, Sales Performance

키워드:

영업통제시스템, 리더-구성원 교환관계, 팀 지원 분위기, 영업성과

Acknowledgments

이 논문은 2017년도 충남대학교와 2015년도 정부(교육부)의 재원으로 한국연구재단의 지원을 받아 연구되었음(NRF-2015S1A5B5A07042830).

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• 저자 이준섭은 연세대학교 경영대학에서 박사학위를 취득하였고, 현재 연세대학교 경영대학에서 객원교수로 재직 중이다. 주요 연구분야는 영업마케팅, B2B마케팅이다.

• 저자 손정민은 연세대학교 경영대학에서 박사학위를 취득하였고, 현재 충남대학교 경영학부 조교수로 재직 중이다. 주요 연구분야는 마케팅모델링, 온라인 리테일이다.