미용실의 외부서비스품질 결정요인 연구
A Study on the Determinants of External Service Quality in the Beauty Salon
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초록
This study is to explore the relationship of internal-external service quality in the beauty salon and further to analyze the impacts of the mediating variables such as job performance, job satisfaction, and life satisfaction coupled with the internal-external service quality management. Results of the research is as belows: 1) Internal service quality in the service management has influence on the job performance in a positive ways 2) Job satisfaction exerts more positive effects in terms of job performance than internal service quality 3) Life satisfaction gets positive impacts by job satisfaction, job performance and internal service quality, in the particular job satisfaction is the most influential factor among them 4) External service quality is effected positively by internal service quality, job performance, and job satisfaction is highly eminent in its effect on external service quality in the beauty salon To increase customer's perceptions of external service quality, managers must improve the internal service quality, job performance, job satisfaction and life satisfaction perceived by employee.
Abstract
This study is to explore the relationship of internal-external service quality in the beauty salon and further to analyze the impacts of the mediating variables such as job performance, job satisfaction, and life satisfaction coupled with the internal-external service quality management. Results of the research is as belows: 1) Internal service quality in the service management has influence on the job performance in a positive ways 2) Job satisfaction exerts more positive effects in terms of job performance than internal service quality 3) Life satisfaction gets positive impacts by job satisfaction, job performance and internal service quality, in the particular job satisfaction is the most influential factor among them 4) External service quality is effected positively by internal service quality, job performance, and job satisfaction is highly eminent in its effect on external service quality in the beauty salon To increase customer's perceptions of external service quality, managers must improve the internal service quality, job performance, job satisfaction and life satisfaction perceived by employee.
참고문헌 (25)
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