미용 서비스 실패 유형이 고객만족에 미치는 영향

• 영문명: The Effect on Customer Satisfaction According to Type of Failure in the Beauty Industry －Focusing on the Mediation Effects of Service Recovery Justice－
• 발행기관: 한국인체미용예술학회
• 저자명: 전홍신ㆍ김윤(Hong Shin JeonㆍYoon Kim)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제17권 제1호, 233~248쪽, 전체 16쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2016.03.20

영문 초록

The aim of this study was to conduct a theoretical examination of the relationship between three factors - namely, the service failure type, the customer satisfaction, and the service recovery justice –, and to suggest some practical considerations for managers of beauty shops to improve the management of their shops. The results of this study demonstrate that a practical recovery system is required not only to respond to customers’ needs, but also to convert risks into opportunities by increasing customer satisfaction in highly risky situations of service failure. The findings also show that profit generation through an increase in customer satisfaction requires intermittent marketing efforts around service quality increase, as well as fair and active claim management in cases of service failures. Therefore, beauty service companies need to put service recovery strategies in place to be able to deal with service failures effectively. It is also worth noting that in events of service failures, maximum positivity in customers’ emotions can be achieved by front-line staff when they are able to observe customers’ emotional changes promptly and to respond to them actively and with appropriate authority.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 방법 및 절차

Ⅳ. 연구 결과 및 분석

Ⅴ. 결론 및 제언

참고문헌

키워드

미용 서비스 서비스 실패 고객 만족도 서비스 회복 공정성 Beauty Service Service Failure Customer Satisfaction Service Recovery Justice