미용실 서비스품질이 고객의 감정적 반응과 재방문 의도에 미치는 영향

• 영문명: Impact of Service Quality in Beauty Shops on Emotional Reaction and Revisit Intention of Customers
• 발행기관: 한국인체미용예술학회
• 저자명: 전선복(Seon-Bok Jeon) 전정애(Jeong-Ae Jeon) 이재숙(Jae-Sook Lee)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제14권 제2호, 7~26쪽, 전체 20쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2013.06.20

영문 초록

This paper investigated the impact of service quality in beauty shops on the revisit intention of customers and conducted an empirical test on its mediated effect on the emotional reaction of customers. The results of the empirical test are described below. In accordance with the analysis of the impact of service quality in a beauty shop recognized by customers on their emotional reaction, the pass coefficient of certainty showed the highest score. This means that the pass coefficient of certainty has the highest impact on the emotional reaction of customers, followed by sympathy, service tangibility and reliability, in that order. Next, for the customers experiencing a positive emotion while being served in a beauty shop, service quality had a significant impact on the intention to revisit. Finally, the emotional reaction of customers played the role of mediator in the relationship between the service quality in a beauty shop and the intention to revisit.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 연구결과 및 고찰

Ⅴ. 결론

참고문헌

키워드

서비스품질 감정적 반응 재방문 의도 미용실 Service Quality Emotional Reaction Intention to Revisit Beauty Shop