네일샵 서비스 실패와 회복전략이 고객만족과 재방문 의도에 미치는 영향
Effects of Nail Salon Service Recovery Plan on Customer Satisfaction and Revisit Intention
0
조회
0
다운로드
5
인용
0
참고문헌
키워드
초록
The purpose of the current study was to investigate the mediating effect of a service recovery plan after a nail shop service failure, as well as to analyze its effect on customer service satisfaction and the intention to revisit. The ultimate aim was to establish an effective nail shop service recovery system, and enhance customer satisfaction. The subjects selected were nail shop customers aged 20–50 residing at Daegu, who had experienced a failure in the service they received. From May 15 to June 30, 2019, total 400 survey forms were distributed. Out of 400 forms, 389 were collected among which 69 forms were incomplete; therefore, 320 forms were evaluated. First, service failure positively affected the service recovery plan. Second, service recovery plan positively affected customer satisfaction. Third, service failure negatively affected customer satisfaction. Fourth, service failure negatively affected the intention to revisit. Fifth, a service recovery plan had a positive effect on intention to revisit. Sixth, customer satisfaction positively affected intention to revisit. Seventh, the service recovery strategy had a partial mediating effect on service failure and customer satisfaction. Eighth, customer satisfaction had a partial mediating effect on service failure and return visit intention. Lastly, customer satisfaction had a complete mediating effect on service recovery strategy and return visit intention. The purpose of this study is to provide the basic data for suggesting the direction of nail services for proper recovery and improvement of customer relations in the service failure situation occurring during the process of providing nail shop services among beauty services.
Abstract
The purpose of the current study was to investigate the mediating effect of a service recovery plan after a nail shop service failure, as well as to analyze its effect on customer service satisfaction and the intention to revisit. The ultimate aim was to establish an effective nail shop service recovery system, and enhance customer satisfaction. The subjects selected were nail shop customers aged 20–50 residing at Daegu, who had experienced a failure in the service they received. From May 15 to June 30, 2019, total 400 survey forms were distributed. Out of 400 forms, 389 were collected among which 69 forms were incomplete; therefore, 320 forms were evaluated. First, service failure positively affected the service recovery plan. Second, service recovery plan positively affected customer satisfaction. Third, service failure negatively affected customer satisfaction. Fourth, service failure negatively affected the intention to revisit. Fifth, a service recovery plan had a positive effect on intention to revisit. Sixth, customer satisfaction positively affected intention to revisit. Seventh, the service recovery strategy had a partial mediating effect on service failure and customer satisfaction. Eighth, customer satisfaction had a partial mediating effect on service failure and return visit intention. Lastly, customer satisfaction had a complete mediating effect on service recovery strategy and return visit intention. The purpose of this study is to provide the basic data for suggesting the direction of nail services for proper recovery and improvement of customer relations in the service failure situation occurring during the process of providing nail shop services among beauty services.
참고문헌 (29)
- Ahn JY, "A study on preferences of nail·pedi art material and salon design, and consumption behavior", Master, Department of Cosmetic Beauty, pp.2015
- Ahn KM, "Social science research methodology", pp.45~89 (2005), Hakhyunsa
- Bitner MJ, "The service encounter : diagnosing favorable & unfavorable incidents", J Marketing, 54, pp.71~84 (1999)
- Cha JG, "Satisfaction with the age of nail art procedure", Master, Department of Cosmetology, pp.2015
- Choi MJ, "Moderating effects of service recovery on the relationship between service failure and customer satisfaction at esthetic salons", Master, Department of Beauty and Art, pp.2019
- Hart WL, "The profitable art of service recovery", Harvard Business Rev, 68, pp.148~157 (1990)
- Hoffman KD, "Tracking service failures & employee recovery efforts", J Marketing, 49, pp.49~61 (1995)
- Ho RH, "The effects of service recovery strategy on customer responses: focusing on moderating effect of service recovery authenticity", Master, Department of Business Administration, pp.2019
- Jin SY, "The impacts of service recovery on customer satisfaction and revisit intention under the hotel service failure : case study of southwest area hotel", Master, Department of Hotel Tourism, pp.2012
- Keaveney MS, "Customer switching behavior in service industry: an exploratory study", J Marketing, 59, pp.71~82 (1995)
- Kelly SW, "Antecedents to customer expectations for service recovery", J Acad Marketing, 1, pp.52~61 (1994)
- Kim EH, "The effects of hair salon service failure and compensation service on the complaining behavior in accordance with each DISC behavioral types", Master, Department of Beauty and Art, pp.2018
- Kim HJ, "A study on the management of service recovery paradox according to relationship quality", Master, Department of Beauty, pp.2017
- Kim JY, "Impacts of brand perxonality through customers's emotion on satisfaction, trust, and loyalty in restaurant industry", Master, Department of Hotel & Tourism Management, pp.2003
- Kim SA, "A structure relationship among of the service failure, recovery strategy, satisfaction after recovery and action intention in beauty service industry", Doctor, Department of Fashion Industry, pp.2012
- Kim SY, "Analysis of nail management use status and related factors of nail shop users", Master, Department of Beauty, pp.2014
- Miller JL, "Service recovery: a framework & empirical investigation", J Oper Manage, 4, pp.387~400 (2000)
- Lee EM, "Effects of the service recovery according to the types of service failures in the restaurant on the customer satisfaction, truth and partnership", Master, Department of Food Service Industry, pp.2007
- Lee EY, "Brand equity factors of family restaurant influencing repeat visit : focusing on the loyalty as moderating variable", Master, Department of Hotel Management, pp.2010
- Lee HM, "Influence of an effort for recovery in nail beauty service, satisfaction from recovery, and reliability on the intention of recommendation and switching decision", Master, Department of Cosmetic Beauty, pp.2016
- 박옥련, "네일샵 고객의 라이프스타일과 서비스 만족도에 따른 재방문에 관한 연구", 한국생활과학회지, 18(2), pp.547~555 (2009), 한국생활과학회
- Ryu EN, "Recovery justice and effect of hotel service default", Master, Department of Hotel Management, pp.2002
- Schweikart SB, "Service recovery in health service organization", Hosp Health Serv Admin, 1, pp.3~21 (1993)
- Seol YK, "A study on the impact of service relationship and brand identification on customer evaluations in service failure and recovery : with focus on recovery paradox effect", Master, Department of Business Administration, pp.2007
- Shin SY, "The development of relationship marketing strategy through service recovery system in restaurants", Master, Department of Hotel Management, pp.2001
- Smith AK, "The effect of customer emotional responses to service failures on their recovery efforts evaluation & satisfaction judgments", J Acad Marketing Sci, 1, pp.5~23 (2002)
- Tax SS, "Customer evaluation of service complaint experiences : implications for relationship marketing", J Marketing, 2, pp.60~76 (1998)
- Won YS, "An study on the moderators of the service recovery paradox", Doctor, Department of Hotel and Restaurant Management, pp.2005
- Yun SJ, "Structural relation between the service quality, customer satisfaction, intention to revisit that customers using nail art shop perceive", Master, Department of Education, pp.2014