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논문 기본 정보

자료유형
학술저널
저자정보
전선복 (조선이공대학교)
저널정보
한국미용학회 한국미용학회지 한국미용학회지 제21권 제4호
발행연도
2015.8
수록면
603 - 613 (11page)

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초록· 키워드

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This study was conducted for the purpose of identifying the correlations among beauty shop's service quality and emotional response, recommendation intention and defection intention of customers. The subject of the research consisted of beauty shop's customers and data collection was conducted through convenience sampling. The collected data was processed using SPSS 17.0 programs and subject to the t-test and one-way ANOVA. The results of this study are described below. First, the beauty shop's service quality was classified by the tangibles, reliability, responsiveness, certainty and empathy quality. Also, emotional response was classified by the positive and negative emotion. Second, according to the analysis on the effects of beauty shop's service quality on emotional responses, significantly effects were found in tangibles, certainty and empathy factors. Third, in terms of the effects of the positive emotional response of beauty shop's customer on the customer recommendation intention, significantly positive effects were observed, while the negative emotional response of beauty shop's customer had a negative impact on the customer recommendation intention. Fourth, in terms of the effects of the negative emotional response of beauty shop's customer on the defection recommendation intention, significantly positive effects were observed. Fifth, there were partially differences in the beauty shop's service quality and customer emotional responses by general characteristics. Finally, there were significant differences in the beauty shop's customer recommendation intention by job and the beauty shop's customer defection intention by age and monthly income.

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