피부관리실의 물리적 환경이 고객의 감정적 반응을 매개로 고객의 재방문 의도에 미치는 영향

• 영문명: The Effects of Physical Environments of Skin care Salons through Mediating Customers’ Emotional Responses on Customers’ Revisit Intention
• 발행기관: 한국인체미용예술학회
• 저자명: 홍정미(Jung-mi Hong) 오수연(Soo-yeon Oh)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제19권 제1호, 273~285쪽, 전체 13쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2018.01.30

영문 초록

This study attempted to determine the effects of a skin care salon’s physical environments on customers’ emotional responses and revisit intention. For this, a questionnaire survey was performed among 500 customers of salons in Busan and Gyeongnam from June 1 to July 31, 2016. A total of 460 copies were used for final analysis while 40 poorly answered ones were excluded. The study results found the following: Among the physical environmental factors, ‘air-conditioning’, ‘convenience’ and ‘signal/symbol’ had a positive effect on emotional responses and revisit intention. In turn, the emotional responses had a positive influence on revisit intention. Furthermore, customers’ emotional responses played a mediating role between the physical environments and revisit intention. Physical environmental elements such as pleasantness, convenience and aesthetic senses could have a direct influence on customers’ revisit intention. In addition, it can stimulate their sensitivity, indirectly affecting their revisit intention. Therefore, it’s anticipated that these study results would be available as basic data for studies on how to improve customer satisfaction through the derivation of positive behavior.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 결과 및 고찰

Ⅴ. 결론

키워드

Physical Environment(물리적 환경) Customers’ Emotional Responses(고객의 감정적 반응) Revisit Intention(재방문 의도)