미용종사자에서 조직유효성과 고객지향성 및 이직의도 간 상호 영향 관계 - 서울·경기지역 헤어뷰티샵을 중심으로 -
Correlation among Organizational Effectiveness, Customer Orientation, and Turnover Intention in Hair Beauty Shop Workers in Seoul and Gyeonggi Districts
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초록
본 연구는 서울, 경기 지역의 헤어뷰티샵에 근무하는 미용종사자의 조직효율성, 고객지향성, 이직의도의 상호 영향 관계를알아보기 위해 설문조사를 실시하여 다음과 같은 주요 결과를얻었다. 첫째, 조직유효성, 고객지향성, 이직의도를 요인분석 한 결과, 조직유효성은 조직몰입과 직무만족 두 가지 요인이 도출되었고, 고객지향성은 서비스지향, 관계지향의 두 가지 요인이 도출되었다. 둘째, 미용종사자의 조직유효성, 고객지향성, 이직의도간에 상호 영향 관계를 알아본 결과, 미용종사자의 고객지향성이 높을수록 조직유효성이 높았으며 (p<0.001), 조직몰입과 고객지향성이 높을수록 이직의도는 낮았다 (p<0.001). 이들 결과를 통하여, 헤어뷰티샵 미용종사자들이 조직경영과동료와의 관계에 만족할 때, 본인의 직무에 관해 성취감을 느끼고 고객에게도 최상의 서비스를 제공할 수 있는 능력을 발휘할뿐만 아니라 경쟁력 있는 조직을 유지할 수 있고, 개인 또한 이직을 고려하지 않는 것으로 판단된다. 또한 직원들에게 적절한서비스, 기술 교육 및 종사자들을 위한 근무환경을 제공한다면,다양해진 고객의 욕구를 충족시킬 수 있는 미용서비스 산업으로의 발전에 기여할 수 있을 것으로 기대된다.
Abstract
Beauty industry highly depends on service employees, because it satisfies customers by providing beauty technology and services. Considering beauty industry characteristics associated with organizational effectiveness which is based on the recognition and attitude of employees, it is necessary to understand the importance of organizational management and its impact on the turnover intention. This study aimed to know the organizational effectiveness, customer orientation, and turnover intention of beauty service employees, and to analyze the correlation among those factors. This study also aimed to provide basic data for the development of the beauty service industry that decreases employees’ turnover rate and enhances service quality by raising the overall satisfaction with their organization and responsibility. The data were collected from hair beauty shop workers in Seoul and Gyeonggi districts using a questionnaire survey in December 2015. Customer orientation of workers was positively correlated with their organizational effectiveness (p<0.001). Turnover intention of workers decreased with an increase in their engagement in organization and customer orientation (p<0.001). When hair beauty shop workers are satisfied with the organization management and relationships with their colleagues, they are fulfilled in their current job, deliver high quality service to their customers, maintain competitive organization, and do not consider changing their workplace. We expect that providing better treatment, adequate education, and improved working conditions to hair beauty shop workers will contribute to the development of the beauty service industry, which satisfies a variety of customers’ needs.
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