미용실의 서비스 공정성이 고객 감정반응과 지속의도의 영향관계 및 매개효과

• 영문명: A Study of the Influence and Mediating Effects of Service Justice on Customers’ Emotional Response and Continuity Intention in Beauty Salon
• 발행기관: 한국인체미용예술학회
• 저자명: 장지연(Ji-yeon Jang) 지정훈(Jeong-Hun Ji)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제18권 제2호, 255~270쪽, 전체 16쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2017.06.20

영문 초록

This study attempted to analyze the influence and mediating effects of service equity in beauty salons on customer emotional response and continuity intention by classifying it into distributive, procedural and interactional categories. For this, a total of 500 questionnaires were collected from customers of beauty salons in Gwangju and Jeollanam-do. For their analysis, frequency analysis, exploratory factor analysis (EFA), estimation of Cronbach s alpha coefficients, correlation analysis, linear regression analysis and mediated regression analysis were performed, using SPSS v. 21.0. The study results found the following: In terms of the influence of service equity on customer emotional response, positive effects were observed. Specifically, distributive service (β=.395, p<.001) was most influential, followed by interactional (β=.276, p<.001) and procedural (β=.119, p<.05) service. Positive effects were found in the relationship between service equity and customer continuity intention. Specifically, distributive equity (β=.345, p<.001) was most influential, followed by procedural (β=.257, p<.001) and interactional (β=.150, p<.01) ones. In terms of the influence of customer emotional response (β=.695, p<.001) on continuity intention as well, positive effects with statistical significance were observed. Lastly, customer emotional response satisfied partial parameter conditions in the relationship between service equity and continuity intention. Therefore, this study seems to show that service equity is critical in improving customer emotional response and continuity intention.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 내용 및 방법

Ⅳ. 연구결과 및 고찰

Ⅴ. 결론 및 제언

키워드

Beauty Salon(미용실) Beauty Management(미용 경영) Service Justice(서비스 공정성) Customers’ Emotional Response(고객 감정반응) Continuity Intention(지속의도)