2020 Only1 유통관리사 2급 한권으로 끝내기

1과목 ❚ 유통물류일반관리
제1장 유통의 이해
제1절 유통산업의 이해 ···················································4
1. 유통의 개념과 기능 / 4
2. 유통의 기능 / 5
3. 도소매 유통기관의 유형과 특징 / 5
제2절 유통산업의 환경 ··················································12
1. 유통의 발전과정 / 12
2. 유통환경의 변화와 특징 / 12
제3절 유통경제 ························································15
1. 유통산업의 경제적 역할 / 15
2. 시장경제와 이윤 / 16
제4절 유통경로 및 구조 ·················································18
1. 유통경로의 개념 / 18
2. 유통경로의 유용성 / 19
3. 유통경로의 유형과 관리 / 22
4. 유통경로의 조직 / 24
5. 유통경로의 믹스 / 29
6. 유통경로 결정에 관한 이론 / 34
7. 유통경로에서의 힘과 갈등관리 / 36
8. 소매업의 기능 및 특성 / 39
9. 소매업 발전에 관한 이론 / 42
10. 도매업의 기능 및 특성 / 47
11. 도매상의 유형 / 49
12. 도매상의 마케팅 전략 / 52
적중예상문제 ························································54

제2장 유통경영전략
제1절 유통경영환경분석 ·················································72
1. 유통경영전략의 필요성과 이해 / 72
2. 유통기업의 비전과 목표 / 73
3. 유통경영의 외부적ㆍ내부적 요소분석 / 74
제2절 유통경영전략의 수립과 실행 ········································77
1. 경쟁우위와 경쟁전략 / 77
2. 경영혁신 / 81
적중예상문제 ························································83

제3장 유통경영관리
제1절 조직의 구성과 관리 ···············································91
1. 조직의 기초이론과 변천과정 / 91
2. 조직의 설계 및 조직구조 / 91
3. 조직구조의 유형 / 94
4. 조직의 목표관리 / 97
5. 리더십 / 98
6. 모티베이션 / 105
제2절 인적자원관리 ····················································111
1. 인적자원관리의 기초와 개념 / 111
2. 직무분석 / 112
3. 직무평가 / 115
4. 인사고과 / 117
5. 인적자원의 확보ㆍ개발활동 / 120
6. 인적자원의 보상활동 / 122
제3절 재무관리 ·······················································125
1. 재무관리의 개요 / 125
2. 자본예산과 자본조달 / 126
3. 재무분석 / 128
제4절 회계관리 ·······················································131
1. 회계의 기초 / 131
2. 재무회계의 개념체계 / 133
제5절 구매 및 조달관리 ················································137
1. 구매 및 조달관리의 개념과 절차 / 137
2. 품질관리 / 139
3. 공급자 선택 및 관리 / 142
4. 구매실무 / 143
적중예상문제 ·······················································148

제4장 물류경영관리
제1절 도소매 물류의 이해 ··············································169
1. 도소매 물류의 기초 / 169
2. 도소매 물류의 고객서비스 / 175
제2절 도소매 물류관리 ·················································177
1. 수요예측 / 177
2. 재고관리 / 181
3. 운송, 보관 및 하역 / 182
4. 포장 및 하역 / 186
5. 물류관리를 위한 정보기술 / 189
6. 물류비 / 191
7. 물류 아웃소싱과 제3자 물류 / 193
8. 공급사슬관리 / 197
적중예상문제 ·······················································201

제5장 유통기업의 윤리와 법규
제1절 기업윤리의 기본개념 ··············································220
1. 기업윤리의 기본개념 / 220
2. 유통기업의 사회적 책임 / 222
3. 유통기업윤리 프로그램의 도입과 관리 / 224
4. 기업환경의 변화와 기업윤리 / 226
제2절 기업윤리의 기본원칙 ··············································227
1. 공리주의 / 227
2. 권리와 의무 / 228
3. 정의와 공평성 / 229
4. 개인과 기업의 윤리원칙 / 230
제3절 유통기업의 윤리경영 ··············································231
1. 인사관리의 윤리 / 231
2. 마케팅관리의 윤리 / 232
3. 회계 및 재무관리의 윤리 / 233
4. 서비스와 제조물유통관리의 윤리 / 235
5. 경영정보의 윤리 / 236

제4절 유통관련법규 ····················································236
1. 유통산업발전법 / 236
2. 전자문서 및 전자거래기본법 / 239
3. 소비자기본법 / 240
4. 전통시장 및 상점가 육성을 위한 특별법 / 242
5. 전자상거래 등에서의 소비자보호에 관한 법률 / 244
6. 방문판매 등에 관한 법률 / 245
적중예상문제 ·······················································247

2과목 ❚ 상권분석
제1장 유통 상권조사
제1절 상권의 개요 ·····················································262
1. 상권의 의의와 유형 / 262
2. 상권의 계층성 / 264
3. 상권조사의 방법과 분석 / 266

제2절 상권설정 및 분석 ················································269
1. 상권설정의 요소 / 269
2. 상권분석의 개념과 평가방법 / 271
3. 상권·입지분석의 주요이론 / 272
적중예상문제 ·······················································285

제2장 도소매입지
제1절 도소매입지의 개요 ···············································309
1. 소매입지와 도매입지 / 309
제2절 입지별 유형 ·····················································310
1. 도심입지와 독립입지 / 310
2. 쇼핑센터 / 312
3. 복합용도개발지역 / 318
제3절 입지선정 및 분석 ················································320
1. 입지선정의 의의 / 320
2. 소매입지의 평가 / 327
3. 입지영향인자 / 334
4. 백화점의 입지선정 / 341
5. 패션잡화점, 생활용품 전문점 및 식료품점의 입지선정 / 346
제4절 경쟁점 조사 ·····················································348
1. 경쟁점 조사 방법 / 348
2. 경쟁점 분석 / 350
3. 경쟁점 대책 / 352
적중예상문제 ·······················································355

제3장 점포개점전략
제1절 점포개점계획 ····················································375
1. 점포개점의 의의와 원칙 / 375
2. 출점을 위한 투자의 타당성 분석 / 376
3. 개점입지에 대한 법률적 검토 / 377
제2절 점포의 개점과 폐점 ··············································380
1. 출점 및 개점 / 380
2. 내점객 조사 / 382
3. 업종전환과 폐점 / 384
적중예상문제 ·······················································386

3과목 ❚ 유통마케팅
제1장 유통마케팅 전략기획
제1절 유통마케팅 전략 ················································398
1. 유통마케팅의 개요 / 398
2. 유통마케팅 환경분석 / 403
3. 소매고객의 특성 및 점포선택 / 406
4. 구매자시장의 세분화와 표적시장의 선정 / 411
제2절 유통경쟁전략 ····················································417
1. 유통경쟁의 개요 / 417
2. 환경 분석과 기업능력 분석 / 426
3. 포지셔닝 전략 / 427
4. 서비스 마케팅 / 428
제3절 상품관리전략 ····················································434
1. 상품관리의 개요 / 434
2. 가격존과 브랜드에 의한 상품분류 / 439
3. 업태별 상품기획 / 442
4. 단품관리전략 / 444
5. 제품수명주기별 상품관리전략 / 446
제4절 가격관리전략 ····················································450
1. 가격관리의 개요 / 450
2. 가격설정의 방법 / 453
3. 가격설정정책 / 456
제5절 판매촉진 전략 ···················································461
1. 판매촉진 전략의 개요 / 461
2. 촉진믹스 / 465
적중예상문제 ·······················································472

제2장 유통점포관리
제1절 점포구성과 레이아웃 ··············································506
1. 점포 레이아웃 관리 / 506
제2절 점포공간 및 환경관리 ·············································507
1. 매장의 공간관리 / 507
2. 매장의 내·외부 환경관리 / 508
제3절 상품진열 ·······················································509
1. 진열의 개요 / 509
2. 진열의 기본조건 / 510
3. 진열의 형식 및 기법 / 512
4. 상품포장 / 516
제4절 비주얼 프리젠테이션 ··············································518
1. 디스플레이 웨어 / 518
제5절 머천다이징 ·····················································518
1. 머천다이징의 개요 / 518
2. 상품의 매입과 구매계획 / 520
3. 상품의 발주와 재발주 / 524
4. 비주얼 머천다이징(VMD) / 526
적중예상문제 ·······················································528

제3장 상품판매와 고객관리
제1절 상품판매와 고객서비스 ············································541
1. 상품판매의 의의 / 541
2. 고객정보의 수집과 고객응대 / 542
3. 고객 컴플레인 대응 / 544
제2절 CRM 전략 및 구현방안 ···········································547
1. CRM의 배경 및 장점 / 547
2. CRM의 유형과 구현단계 / 549
적중예상문제 ·······················································554
제4장 마케팅 조사와 평가
제1절 유통마케팅 조사 ·················································561
1. 유통마케팅 조사의 개요 / 561
2. 유통마케팅 조사의 절차와 방법 / 561
3. 유통마케팅 자료분석기법 / 568
4. 마케팅 정보시스템 / 570
제2절 유통마케팅 성과평가 ··············································572
1. 유통마케팅 성과평가의 개요 / 572
2. 유통마케팅 목표의 평가 / 572
3. 유통업의 성과평가 / 573
적중예상문제 ·······················································580

4과목 ❚ 유통정보
제1장 유통정보의 이해
제1절 정보의 개념과 정보화 사회 ·······································600
1. 정보와 자료의 개념 / 600
2. 정보와 자료, 지식 간의 관계 / 602
3. 정보혁명의 의의와 특성 / 603
4. 정보화 사회의 개요 / 604
5. 정보화 사회의 특징과 문제점 / 607
제2절 정보와 유통혁명 ·················································608
1. 유통정보혁명의 시대 / 608
2. 유통업에 있어서의 정보혁명과 유통업태의 변화 / 609
제3절 정보와 의사결정 ·················································610
1. 의사결정의 이해 / 610
2. 의사결정의 종류와 정보 / 611
3. 의사결정상의 오류와 정보 / 613
제4절 유통정보시스템 ··················································615
1. 정보시스템의 개념 및 설계 / 615
2. 정보시스템의 유형 / 617
3. 정보시스템의 운영환경적 특성 / 620
5. 유통정보시스템의 구성요소 / 623
4. 유통정보시스템의 중요성 / 622
6. 유통정보시스템의 구축 / 625
적중예상문제 ·······················································627

제2장 지식경영
제1절 지식경영의 개념 ·················································640
1. 지식경제와 지식경영 / 640
2. 지식경영 관련 이론 / 641
제2절 지식경영 프로세스 ···············································643
1. 지식근로자와 지식경영자 / 643
2. 지적 자본과 지식기반 조직 / 644
3. 조직문화와 지식문화 / 645
4. 지식경영 프로세스 / 646
제3절 지식경영 정보기술과 지식관리시스템 ·································649
1. 지식경영 정보기술 / 649
2. 지식관리시스템 / 650
적중예상문제 ·······················································652

제3장 주요 유통정보기술
제1절 바코드의 이해 ···················································661
1. 바코드와 유통정보화 / 661
2. 바코드와 국제표준 / 664
3. 공통상품코드 / 669
4. 상품코드체계 / 674
5. 상품코드의 종류 / 676
제2절 POS 시스템 ····················································679
1. POS 도입과 유통네트워크화 / 679
2. POS 시스템의 효과 / 681
제3절 POS 데이터의 분류 및 활용 ·······································681
1. POS 데이터의 분류 및 활용 / 681
2. POS 데이터의 수집과 분석 / 682
3. POS 정보의 활용 / 683
4. POS와 RFID / 684
제4절 EDI 구축 및 효과 ················································689
1. EDI의 의의 / 689
2. EDI의 이용효과 / 691
3. VAN, CALS, Internet, EDI / 692
제5절 QR 시스템 구축 및 효과 ·········································699
1. QR의 의의 / 699
2. QR의 효과 / 700
제6절 발주시스템 ·····················································703
1. 발주시스템 / 703
2. 공급자 주도형 재고관리 / 704
적중예상문제 ·······················································706

제4장 유통정보의 활용
제1절 데이터 웨어하우징 ···············································733
1. 데이터 웨어하우징과 데이터 마이닝 / 733
2. 데이터 웨어하우징의 필요성과 특징 / 737
제2절 고객충성도 프로그램 ··············································738
1. 고객충성도 프로그램의 개념과 필요성 / 738
2. 고객충성도 프로그램을 위한 정보기술 / 739
3. e-CRM / 742
제3절 e-SCM ························································743
1. e-SCM 구축을 위한 기반기술 / 743
2. e-SCM 구축을 위한 정보시스템 / 747
3. e-SCM 구축 및 활용의 성과측정 / 749
제4절 e-Retailing 관리 ················································750
1. e-Catalog / 750
2. e-Marketplace / 751
3. e-Procurement / 754
4. CM, TOC, CPFR, APS, ATP / 756
적중예상문제 ·······················································760
제5장 전자상거래의 이해
제1절 전자상거래 모델 ·················································775
1. 전자상거래의 이해 / 775
2. 전자상거래 모델의 유형ㆍ평가·특성 / 776
3. 전자상거래와 E-Biz 및 U-Biz / 779
4. 유비쿼터스와 전자상거래 유형과 특징 / 781
제2절 전자상거래 시스템 ···············································785
1. 전자상거래 시스템의 구성요소 / 785
2. 전자상거래 시스템의 구축절차 / 786
제3절 전자상거래 기반기술과 전자상거래 운용 ······························787
1. 전자상거래 기반기술 / 787
2. 전자결제 / 788
적중예상문제 ·······················································795
부록 ❚ 최근기출문제
2018년 제1회 유통관리사 ·················································816
2018년 제2회 유통관리사 ·················································855
2018년 제3회 유통관리사 ·················································893
2019년 제1회 유통관리사 ·················································933
2019년 제2회 유통관리사 ·················································975
2019년 제3회 유통관리사 ················································1014