2024 Only1 유통관리사 2급 한권으로 끝내기 - 개정1쇄

황사빈,류하영 (지은이)(주)아이엠에듀2024-04-05

목차

1과목 유통물류일반관리

Chapter 01 유통의 이해

제1절 유통의 이해 ······················································ 4

1. 유통의 개념과 분류 / 4

2. 유통(중간상)의 필요성 / 5

3. 유통기능(function)과 유통흐름(flow) / 6

제2절 유통경로 및 구조 ················································· 13

1. 유통경로의 개념 / 13

2. 유통경로의 유용성 / 13

3. 유통경로의 유형과 관리 / 16

4. 유통경로의 조직 / 17

5. 유통경로의 믹스 / 21

6. 유통경로 결정에 관한 이론 / 24

7. 유통경로에서의 힘과 갈등관리 / 27

8. 소매업의 기능 및 특성 / 29

9. 소매업 발전에 관한 이론 / 31

10. 도매업의 기능 및 특성 / 36

11. 도매상의 유형 / 38

제3절 유통경제와 유통산업의 이해 ········································ 41

1. 유통환경의 변화와 특징 / 41

2. 유통산업의 경제적 역할 / 43

3. 유통비용과 이윤 / 44

실전감각 기르기 ······················································ 46

Chapter 02 유통경영전략

제1절 유통경영환경분석 ················································· 64

1. 유통경영전략의 필요성과 이해 / 64

2. 유통기업의 비전과 목표 / 65

3. 유통경영의 외부적ㆍ내부적 요소분석 / 66

제2절 유통경영전략의 수립과 실행 ········································ 69

1. 경쟁우위와 경쟁전략 / 69

2. 경영혁신 / 73

실전감각 기르기 ······················································ 75

Chapter 03 유통경영관리

제1절 조직관리 ························································ 83

1. 조직의 이해 / 83

2. 조직구조의 설계 / 83

3. 조직구조의 유형 / 85

4. 조직의 목표관리 / 87

5. 리더십 / 88

6. 조직의 동기부여 / 95

제2절 인적자원관리 ···················································· 100

1. 인적자원관리의 기초와 개념 / 100

2. 직무분석 / 101

3. 직무평가 / 104

4. 인사고과 / 106

5. 인적자원의 확보와 개발 / 109

6. 인적자원의 보상과 유지 / 110

제3절 재무관리 ······················································· 113

1. 재무관리의 개요 / 113

2. 자본예산과 자본조달 / 114

3. 재무분석 / 116

제4절 회계관리 ······················································· 118

1. 회계의 기초 / 118

2. 재무회계의 개념체계 / 119

제5절 구매 및 조달관리 ················································ 122

1. 구매 및 조달관리의 개념과 절차 / 122

2. 품질관리 / 123

3. 공급자 선택 및 관리 / 125

4. 구매실무 / 126

실전감각 기르기 ····················································· 131

Chapter 04 물류경영관리

제1절 도소매 물류의 이해 ·············································· 150

1. 도소매 물류의 기초 / 150

2. 도소매 물류의 고객서비스 / 156

제2절 도소매 물류관리 ················································· 158

1. 수요예측 / 158

2. 재고관리 / 161

3. 운송, 보관 및 하역 / 163

4. 포장 및 하역 / 166

5. 물류관리를 위한 정보기술 / 169

6. 물류비 / 171

7. 물류 아웃소싱과 제3자 물류, 제4자 물류 / 174

8. 공급사슬관리 / 177

실전감각 기르기 ····················································· 180

Chapter 05 유통기업의 윤리와 법규

제1절 기업윤리의 기본개념 ·············································· 199

1. 기업윤리의 기본개념 / 199

2. 유통기업의 사회적 책임 / 201

제2절 기업윤리의 기본원칙 ·············································· 202

1. 공리주의 / 202

2. 권리와 의무 / 203

3. 정의와 공평성 / 204

제3절 유통관련법규 ···················································· 205

1. 유통산업발전법 / 205

2. 전자문서 및 전자거래기본법 / 208

3. 소비자기본법 / 208

실전감각 기르기 ····················································· 211

2과목 상권분석

Chapter 01 유통 상권조사

제1절 상권의 개요 ····················································· 224

1. 상권의 정의와 유형 / 224

2. 상권의 계층성 / 226

제2절 상권분석 및 설정 ················································ 228

1. 상권분석의 의의와 방법 / 228

2. 상권ㆍ입지분석의 제이론 / 232

3. 상권설정의 의의와 방법 / 244

실전감각 기르기 ····················································· 247

Chapter 02 입지분석

제1절 입지의 개요 ····················································· 268

1. 소매입지와 도매입지의 개요 / 268

제2절 입지별 유형 ····················································· 269

1. 도시공간구조 / 269

2. 도심입지와 독립입지 / 270

3. 쇼핑센터 / 272

4. 복합용도개발지역 / 276

제3절 입지선정 및 분석 ················································ 278

1. 입지선정의 의의 / 278

2. 소매입지의 평가 / 285

3. 입지영향인자 / 291

4. 백화점의 입지선정 / 299

5. 의류패션전문점의 입지선정 / 301

6. 패션잡화점, 생활용품 전문점 및 식료품점의 입지선정 / 303

제4절 경쟁점 조사ㆍ분석 및 대책 ········································ 305

1. 경쟁점 조사 방법 / 305

2. 경쟁점 분석 / 307

3. 경쟁점 대책 / 308

실전감각 기르기 ····················································· 310

Chapter 03 개점전략

제1절 개점계획 ······················································· 330

1. 점포개점의 의의와 원칙 / 330

2. 투자의 기본계획 / 331

3. 개점입지에 대한 법률규제 검토 / 332

제2절 점포의 개점과 폐점 ·············································· 336

1. 출점 및 개점 / 336

2. 내점객 조사 / 338

3. 업종전환과 폐점 / 340

실전감각 기르기 ····················································· 342

3과목 유통마케팅

Chapter 01 유통마케팅 전략기획

제1절 유통마케팅 전략 ················································· 354

1. 유통마케팅의 개요 / 354

2. 유통마케팅 환경분석 / 358

3. 시장세분화 등 STP 전략 / 360

4. 포지셔닝 전략 / 366

제2절 유통경쟁전략 ···················································· 367

1. 유통경쟁의 개요 / 367

2. 환경 분석과 기업능력 분석 / 376

3. 서비스 마케팅 / 377

제3절 상품관리 및 머천다이징 전략 ······································· 382

1. 머천다이징 및 상품관리의 개요 / 382

2. 머천다이징과 브랜드 / 386

3. 업태별 머천다이징 및 상품기획 / 389

4. 상품 카테고리 계획과 관리 / 391

5. 제품수명주기별 상품관리전략 / 392

제4절 가격관리전략 ···················································· 396

1. 가격관리의 개요 / 396

2. 가격설정의 방법 / 399

3. 가격설정정책 / 402

제5절 촉진관리 전략 ··················································· 406

1. 촉진관리 전략의 개요 / 406

2. 프로모션믹스 / 410

3. 디지털 마케팅 전략 / 416

4. 소셜미디어 마케팅 / 418

실전감각 기르기 ····················································· 419

Chapter 02 점포관리

제1절 점포구성 및 레이아웃 ············································· 447

1. 매장 레이아웃 및 상품진열 / 447

제2절 매장환경관리 ···················································· 448

1. 매장환경과 환경관리 / 448

2. 매장의 내ㆍ외부 환경관리 / 449

제3절 상품진열 ······················································· 450

1. 진열의 개요 / 450

2. 진열의 기본조건 / 451

3. 진열의 형식 및 기법 / 453

4. 상품포장 / 457

제4절 비주얼 프리젠테이션 ·············································· 459

1. 디스플레이 웨어 / 459

제5절 머천다이징 ····················································· 459

1. 머천다이징의 개요 / 459

2. 상품의 매입과 구매계획 / 461

3. 상품의 발주와 재발주 / 465

4. 비주얼 머천다이징(VMD) / 466

실전감각 기르기 ····················································· 468

Chapter 03 상품판매와 고객관리

제1절 상품판매와 고객서비스 ··········································· 481

1. 상품판매의 의의 / 481

2. 고객정보의 수집과 고객응대 / 482

3. 고객 컴플레인 대응 / 484

제2절 CRM 전략 및 구현방안 ··········································· 487

1. CRM의 배경 및 장점 / 487

2. CRM의 유형과 구현단계 / 489

실전감각 기르기 ····················································· 494

Chapter 04 유통마케팅 조사와 평가

제1절 유통마케팅 조사 ················································· 501

1. 유통마케팅 조사의 개요 / 501

2. 유통마케팅 조사의 절차와 방법 / 501

3. 유통마케팅 자료분석기법 / 508

4. 마케팅 정보시스템 / 510

제2절 유통마케팅 성과평가 ·············································· 512

1. 유통마케팅 성과평가의 개요 / 512

2. 유통마케팅 목표의 평가 / 512

3. 유통업의 성과평가 / 513

4. 경로구성원의 평가 / 519

실전감각 기르기 ····················································· 521

4과목 유통정보

Chapter 01 유통정보의 이해

제1절 정보의 개념과 정보화 사회 ········································ 540

1. 정보와 자료의 개념 / 540

2. 정보와 자료, 지식 간의 관계 / 542

3. 정보혁명의 의의와 특성 / 543

4. 정보화 사회의 개요 / 544

5. 정보화 사회의 특징과 문제점 / 547

제2절 정보와 유통혁명 ················································· 548

1. 유통정보혁명의 시대 / 548

2. 유통업에 있어서의 정보혁명과 유통업태의 변화 / 549

제3절 정보와 의사결정 ················································· 550

1. 의사결정의 이해 / 550

2. 의사결정의 종류와 정보 / 552

3. 의사결정상의 오류와 정보 / 553

제4절 지식경영과 지식관리시스템의 활용 ·································· 555

1. 지식경제와 지식경영 / 555

2. 지식경영 관련 이론 / 556

제5절 지식경영 프로세스 ··············································· 558

1. 지식근로자와 지식경영자 / 558

2. 지적 자본과 지식기반 조직 / 559

3. 조직문화와 지식문화 / 560

4. 지식경영 프로세스 / 561

제6절 지식경영 정보기술과 지식관리시스템 ································· 564

1. 지식경영 정보기술 / 564

2. 지식관리시스템 / 565

제7절 유통정보시스템 ·················································· 566

1. 정보시스템의 개념 및 설계 / 566

2. 정보시스템의 유형 / 568

3. 정보시스템의 운영환경적 특성 / 571

4. 유통정보시스템의 중요성 / 573

5. 유통정보시스템의 구성요소 / 574

6. 유통정보시스템의 구축 / 576

실전감각 기르기 ····················································· 578

Chapter 02 주요 유통정보화 기술 및 시스템

제1절 바코드의 개념 및 활용 ············································ 599

1. 바코드와 유통정보화 / 599

2. 바코드와 국제표준 / 602

3. 공통상품코드 / 607

4. 상품코드체계 / 612

5. 상품코드의 종류 / 614

제2절 POS 시스템의 개념 및 활용 ······································· 617

1. POS 도입과 유통네트워크화 / 617

2. POS 시스템의 효과 / 618

3. POS 데이터의 분류 및 활용 / 619

4. POS 데이터의 수집과 분석 / 620

5. POS 정보의 활용 / 621

제3절 EDI의 개념 및 활용 ·············································· 622

1. EDI의 의의 / 622

2. EDI의 효과 / 624

3. VAN, CALS, Internet, Intranet & Extranet / 625

제4절 QR 시스템의 개념 및 활용 ········································ 631

1. QR의 의의 / 631

2. QR의 효과 / 632

제5절 발주시스템 ····················································· 635

1. 재고보충 시스템 / 635

2. 재고관리 방식 / 636

실전감각 기르기 ····················································· 638

Chapter 03 유통정보의 관리와 활용

제1절 데이터관리 ····················································· 660

1. 데이터 웨어하우징과 데이터 마이닝 / 660

2. 데이터 거버넌스 / 666

제2절 개인정보보호와 프라이버시 ········································ 667

1. 개인정보보호와 프라이버시의 개념 / 667

2. 개인정보보호 정책 / 668

3. 개인정보보호 방안 및 보안시스템 / 670

제3절 고객충성도 프로그램 ·············································· 673

1. 고객충성도 프로그램의 개념과 필요성 / 673

2. 고객충성도 프로그램을 위한 정보기술 / 675

실전감각 기르기 ····················································· 676

Chapter 04 전자상거래의 이해

제1절 전자상거래 개요 ················································· 684

1. 전자상거래의 개념 및 특징 / 684

2. 전자상거래 프로세스 / 686

제2절 전자상거래 운영 ················································· 687

1. 전자상거래 기반기술 / 687

2. e-Catalog / 688

3. e-Marketplace / 689

4. e-Procurement / 692

5. CM, TOC, CPFR, APS, ATP / 693

6. 전자결제시스템 / 697

실전감각 기르기 ····················································· 701

Chapter 05 유통혁신을 위한 정보자원관리

제1절 ERP 시스템 ····················································· 718

1. ERP 개념 / 718

2. ERP 요소기술 / 719

3. ERP 구축 / 720

4. ERP 적용 / 720

제2절 CRM 시스템 ···················································· 721

1. CRM 개념 / 721

2. e-CRM 개념 / 722

3. CRM 요소기술 / 723

4. CRM 분류 및 구축 / 724

5. CRM 적용 / 725

제3절 SCM 시스템 ···················································· 726

1. SCM 개념 / 726

2. e-SCM 개념 / 728

3. SCM 요소기술 / 729

4. SCM 요소기술 및 정보시스템 / 729

5. SCM 구축 및 활용의 성과측정 / 732

실전감각 기르기 ····················································· 734

Chapter 06 신융합기술의 활용

제1절 4차 산업혁명과 신융합기술 ········································ 740

1. 4차 산업혁명과 유통 산업의 변화 / 740

제2절 4차 산업혁명 신융합기술의 개념 및 활용 ····························· 741

1. 빅데이터와 애널리틱스 / 741

2. 인공지능 / 741

3. RFID / 742

4. 사물인터넷 / 747

5. 로보틱스와 자동화 / 748

6. 블록체인과 핀테크 / 749

7. 클라우드 컴퓨팅 / 751

8. 가상현실과 메타버스 / 752

9. 스마트물류와 자율주행 / 753

실전감각 기르기 ····················································· 754

부록 최근기출문제

2023년 제1회 유통관리사 ················································· 764

2023년 제2회 유통관리사 ················································· 802

2023년 제3회 유통관리사 ················································ 844