1과목 유통물류일반관리

Chapter 01 유통의 이해
제1절 유통의 이해 ······················································4
1. 유통의 개념과 분류 / 4
3. 소매 유통기관의 유형과 특징 6
2. 유통경로의 필요성(중간상의 필요성) / 5
제2절 유통환경의 변화와 유통경제 ········································13
1. 유통환경의 변화와 특징 / 13
3. 시장경제와 이윤 / 16
2. 유통산업의 경제적 역할 / 15
제3절 유통경로 및 구조 ·················································18
1. 유통경로의 개념 / 18
3. 유통경로의 유형과 관리 / 21
5. 유통경로의 믹스 / 26
7. 유통경로에서의 힘과 갈등관리 / 32
9. 소매업 발전에 관한 이론 / 37
11. 도매상의 유형 / 44
2. 유통경로의 유용성/ 18
4. 유통경로의 조직 / 22
6. 유통경로 결정에 관한 이론 / 29
8. 소매업의 기능 및 특성 / 34
10. 도매업의 기능 및 특성 / 42
12. 도매상의 마케팅 전략 / 47
적중예상문제 ·························································48
Chapter 02 유통경영전략
제1절 유통경영환경분석 ·················································66
1. 유통경영전략의 필요성과 이해 / 66
3. 유통경영의 외부적·내부적 요소분석 / 68
2. 유통기업의 비전과 목표 / 67
제2절 유통경영전략의 수립과 실행 ·········································71
1. 경쟁우위와 경쟁전략 / 71 2. 경영혁신 / 75
적중예상문제 ·························································77
Chapter 03 유통경영관리
제1절 조직의 구성과 관리 ···············································85
1. 조직의 기초이론과 변천과정 / 85
3. 조직구조의 유형 / 88
5. 리더십 / 92
2. 조직의 설계 및 조직구조 / 85
4. 조직의 목표관리 / 91
6. 모티베이션 / 98
제2절 인적자원관리 ····················································104
1. 인적자원관리의 기초와 개념 / 104
3. 직무평가 / 108
5. 인적자원의 확보·개발활동 / 112
2. 직무분석 / 105
4. 인사고과 / 110
6. 인적자원의 보상활동 / 114
제3절 재무관리 ·······················································117
1. 재무관리의 개요 / 117
3. 재무분석 / 121
2. 자본예산과 자본조달 / 118
제4절 회계관리 ·······················································122
1. 회계의 기초 / 122 2. 재무회계의 개념체계 / 123
제5절 구매 및 조달관리 ················································127
1. 구매 및 조달관리의 개념과 절차 / 127
3. 공급자 선택 및 관리 / 130
2. 품질관리 / 128
4. 구매실무 / 131
적중예상문제 ························································136
Chapter 04 물류경영관리
제1절 도소매 물류의 이해 ··············································155
1. 도소매 물류의 기초 / 155 2. 도소매 물류의 고객서비스 / 161
제2절 도소매 물류관리 ·················································163
1. 수요예측 / 163
3. 운송, 보관 및 하역 / 168
5. 물류관리를 위한 정보기술 / 175
7. 물류 아웃소싱과 제3자 물류 / 179
2. 재고관리 / 166
4. 포장 및 하역 / 172
6. 물류비 / 177
8. 공급사슬관리 / 183
적중예상문제 ························································186
Chapter 05 유통기업의 윤리와 법규
제1절 기업윤리의 기본개념 ··············································205
1. 기업윤리의 기본개념 / 205 2. 유통기업의 사회적 책임 / 207
제2절 기업윤리의 기본원칙 ··············································208
1. 공리주의 / 208
3. 정의와 공평성 / 210
2. 권리와 의무 / 209
제3절 유통관련법규 ····················································211
1. 유통산업발전법 / 211
3. 소비자기본법 / 214
5. 전자상거래 등에서의 소비자보호에 관한 법률 / 218
2. 전자문서 및 전자거래기본법 / 214
4. 전통시장 및 상점가 육성을 위한 특별법 / 217
6. 방문판매 등에 관한 법률 / 220
적중예상문제 ························································222

2과목 상권분석

Chapter 01 유통 상권조사
제1절 상권의 개요 ·····················································236
1. 상권의 의의와 유형 / 236
3. 상권조사의 방법과 분석 / 240
2. 상권의 계층성 / 238
제2절 상권설정 및 분석 ················································242
1. 상권설정의 요소 / 242
3. 상권·입지분석의 주요이론 / 246
2. 상권분석의 개념과 평가방법 / 244
적중예상문제 ························································258
Chapter 02 도소매입지
제1절 도소매입지의 개요 ···············································279
1. 소매입지와 도매입지 / 279
제2절 입지별 유형 ·····················································280
1. 도심입지와 독립입지 / 280
3. 복합용도개발지역 / 287
2. 쇼핑센터 / 282
제3절 입지선정 및 분석 ················································289
1. 입지선정의 의의 / 289
3. 입지영향인자 / 302
5. 의류패션전문점의 입지선정 / 312
2. 소매입지의 평가 / 296
4. 백화점의 입지선정 / 310
6. 패션잡화점, 생활용품 전문점 및 식료품점의 입지선정 / 314
제4절 경쟁점 조사·분석 및 대책 ········································316
1. 경쟁점 조사 방법 / 316
3 .경쟁점 대책 / 319
2. 경쟁점 분석 / 318
적중예상문제 ························································321
Chapter 03 점포개점전략
제1절 점포개점계획 ····················································341
1. 점포개점의 의의와 원칙 / 341
3. 개점입지에 대한 법률적 검토 / 343
2. 출점을 위한 투자의 타당성 분석 / 342
제2절 점포의 개점과 폐점 ··············································346
1. 출점 및 개점 / 346
3. 업종전환과 폐점 / 350
2. 내점객 조사 / 348
적중예상문제 ························································352

3과목 유통마케팅

Chapter 01 유통마케팅 전략기획
제1절 유통마케팅 전략 ················································364
1. 유통마케팅의 개요 / 364
3. 소매고객의 특성 및 점포선택 / 370
2. 유통마케팅 환경분석 / 368
4. 구매자시장의 세분화와 표적시장의 선정 / 373
제2절 유통경쟁전략 ····················································380
1. 유통경쟁의 개요 / 380
3. 포지셔닝 전략 / 390
2. 환경 분석과 기업능력 분석 / 389
4. 서비스 마케팅 / 391
제3절 상품관리전략 ····················································396
1. 상품관리의 개요 / 396
3. 업태별 상품기획 / 404
5. 제품수명주기별 상품관리전략 / 408
2. 가격존과 브랜드에 의한 상품분류 / 401
4. 단품관리전략 / 406
제4절 가격관리전략 ····················································412
1. 가격관리의 개요 / 412
3. 가격설정정책 / 418
2. 가격설정의 방법 / 415
제5절 판매촉진 전략 ···················································423
1. 판매촉진 전략의 개요 / 423 2. 촉진믹스 / 427
적중예상문제 ························································434
Chapter 02 유통점포관리
제1절 점포구성과 레이아웃 ··············································462
1. 점포 레이아웃 관리 / 462
제2절 점포공간 및 환경관리 ·············································463
1. 매장의 공간관리 / 463 2. 매장의 내·외부 환경관리 / 464
제3절 상품진열 ·······················································465
1. 진열의 개요 / 465
3. 진열의 형식 및 기법 / 468
2. 진열의 기본조건 / 466
4. 상품포장 / 472
제4절 비주얼 프리젠테이션 ··············································474
1. 디스플레이 웨어 / 474
제5절 머천다이징 ·····················································474
1. 머천다이징의 개요 / 474
3. 상품의 발주와 재발주 / 480
2. 상품의 매입과 구매계획 / 476
4. 비주얼 머천다이징(VMD) / 482
적중예상문제 ························································484
Chapter 03 상품판매와 고객관리
제1절 상품판매와 고객서비스 ············································497
1. 상품판매의 의의 / 497
3. 고객 컴플레인 대응 / 500
2. 고객정보의 수집과 고객응대 / 498
제2절 CRM 전략 및 구현방안 ···········································503
1. CRM의 배경 및 장점 / 503 2. CRM의 유형과 구현단계 / 505
적중예상문제 ························································510
Chapter 04 마케팅 조사와 평가
제1절 유통마케팅 조사 ·················································517
1. 유통마케팅 조사의 개요 / 517
3. 유통마케팅 자료분석기법 / 524
2. 유통마케팅 조사의 절차와 방법 / 517
4. 마케팅 정보시스템 / 526
제2절 유통마케팅 성과평가 ··············································528
1. 유통마케팅 성과평가의 개요 / 528
3. 유통업의 성과평가 / 529
2. 유통마케팅 목표의 평가 / 528
4. 경로구성원의 평가 / 534
적중예상문제 ························································536

4과목 유통정보

Chapter 01 유통정보의 이해
제1절 정보의 개념과 정보화 사회 ·······································556
1. 정보와 자료의 개념 / 556
3. 정보혁명의 의의와 특성 / 559
5. 정보화 사회의 특징과 문제점 / 563
2. 정보와 자료, 지식 간의 관계 / 558
4. 정보화 사회의 개요 / 560
제2절 정보와 유통혁명 ·················································564
1. 유통정보혁명의 시대 / 564
2. 유통업에 있어서의 정보혁명과 유통업태의 변화 / 565
제3절 정보와 의사결정 ·················································566
1. 의사결정의 이해 / 566
3. 의사결정상의 오류와 정보 / 569
2. 의사결정의 종류와 정보 / 567
제4절 유통정보시스템 ··················································571
1. 정보시스템의 개념 및 설계 / 571
3. 정보시스템의 운영환경적 특성 / 576
5. 유통정보시스템의 구성요소 / 579
2. 정보시스템의 유형 / 573
4. 유통정보시스템의 중요성 / 578
6. 유통정보시스템의 구축 / 581
적중예상문제 ························································583
Chapter 02 지식경영
제1절 지식경영의 개념 ·················································596
1. 지식경제와 지식경영 / 596 2. 지식경영 관련 이론 / 597
제2절 지식경영 프로세스 ···············································599
1. 지식근로자와 지식경영자 / 599
3. 조직문화와 지식문화 / 601
2. 지적 자본과 지식기반 조직 / 600
4. 지식경영 프로세스 / 602
제3절 지식경영 정보기술과 지식관리시스템 ·································605
1. 지식경영 정보기술 / 605 2. 지식관리시스템 / 606
적중예상문제 ························································608
Chapter 03 주요 유통정보기술
제1절 바코드의 이해 ···················································617
1. 바코드와 유통정보화 / 617
3. 공통상품코드 / 625
5. 상품코드의 종류 / 632
2. 바코드와 국제표준 / 620
4. 상품코드체계 / 630
제2절 POS 시스템 ····················································635
1. POS 도입과 유통네트워크화 / 635 2. POS 시스템의 효과 / 637
제3절 POS 데이터의 분류 및 활용 ·······································637
1. POS 데이터의 분류 및 활용 / 637
3. POS 정보의 활용 / 639
2. POS 데이터의 수집과 분석 / 638
4. POS와 RFID / 640
제4절 EDI 구축 및 효과 ················································645
1. EDI의 의의 / 645
3. VAN, CALS, Internet, EDI / 648
2. EDI의 이용효과 / 647
제5절 QR 시스템 구축 및 효과 ·········································655
1. QR의 의의 / 655 2. QR의 효과 / 656
제6절 발주시스템 ·····················································659
1. 발주시스템 / 659 2 .공급자 주도형 재고관리 / 660
적중예상문제 ························································662
Chapter 04 유통정보의 활용
제1절 데이터 웨어하우징 ···············································689
1. 데이터 웨어하우징과 데이터 마이닝 / 689 2. 데이터 웨어하우징의 필요성과 특징 / 693
제2절 고객충성도 프로그램 ··············································694
1. 고객충성도 프로그램의 개념과 필요성 / 694
3. e-CRM / 698
2. 고객충성도 프로그램을 위한 정보기술 / 695
제3절 e-SCM ························································699
1. e-SCM 구축을 위한 기반기술 / 699
3. e-SCM 구축 및 활용의 성과측정 / 705
2. e-SCM 구축을 위한 정보시스템 / 703
제4절 e-Retailing 관리 ················································706
1. e-Catalog / 706
3 .e-Procurement / 710
2. e-Marketplace / 707
4. CM, TOC, CPFR, APS, ATP / 712
적중예상문제 ························································716
Chapter 05 전자상거래의 이해
제1절 전자상거래 모델 ·················································731
1. 전자상거래의 이해 / 731
3. 전자상거래와 E-Biz 및 U-Biz / 735
2. 전자상거래 모델의 유형·평가·특성 / 732
4. 유비쿼터스와 전자상거래 유형과 특징 / 737
제2절 전자상거래 시스템 ···············································741
1. 전자상거래 시스템의 구성요소 / 741 2. 전자상거래 시스템의 구축절차 / 742
제3절 전자상거래 기반기술과 전자상거래 운용 ······························743
1. 전자상거래 기반기술 / 743 2. 전자결제 / 744
적중예상문제 ························································751

부록 최근기출문제

2021년 제1회 유통관리사 ·················································772
2021년 제2회 유통관리사 ·················································810
2021년 제3회 유통관리사 ·················································848