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