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미용 서비스 실패에 한 회복노력과 회복만족이 재이용의도에 미치는 향 : 심각성과 통제성의 조효과를 심으로

The Effect of Recovery efforts and Recovery Satisfaction for Beauty service failures on re-use intention : Focusing on the moderating effect of Seriousness and Controllability

김성은|김정미
한국화장품미용학회 (The Korean Society of Cosmetics and Cosmetology)|2018.12|한국화장품미용학회지 (Korean Society of Cosmetics and Cosmetology)|제8권 제3호|pp. 415-429

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참고문헌

키워드

SatisfactionSeriousnessControllabilityRecovery effortsre-used intention
주제분류미용

초록

The purpose of the present study was to examine the effect of recovery efforts and recovery satisfaction on re-used intention focusing on the moderating effect of seriousness and controllability in beauty service failure situation. This research was conducted through a questionnaire survey, and 437 women were interrogated from Mar. 10th to Mar. 17th, 2017. To analyze the data, factor analysis, Cronbach’s ɑ, frequency analysis and multiple regression analysis were performed using SPSS 20.0 program and AMOS 22.0. The results are as follows. First, justice and authenticity of recovery efforts of beauty service stores showed a significant positive impact on recovery satisfaction, and justice had a stronger effect on recovery satisfaction than authenticity. Second, Recovery Satisfaction has a significant positive impact on recovery efforts, and Recovery Satisfaction has a direct effect on the effect of recovery efforts on re-use intention. Third, the adjustment effect of the seriousness perceived by the customer between the recovery effort and the recovery satisfaction was not statistically significant, but the controllability of the controllability was statistically significant. The implications of the research and directions for future study have also been discussed.

Abstract

The purpose of the present study was to examine the effect of recovery efforts and recovery satisfaction on re-used intention focusing on the moderating effect of seriousness and controllability in beauty service failure situation. This research was conducted through a questionnaire survey, and 437 women were interrogated from Mar. 10th to Mar. 17th, 2017. To analyze the data, factor analysis, Cronbach’s ɑ, frequency analysis and multiple regression analysis were performed using SPSS 20.0 program and AMOS 22.0. The results are as follows. First, justice and authenticity of recovery efforts of beauty service stores showed a significant positive impact on recovery satisfaction, and justice had a stronger effect on recovery satisfaction than authenticity. Second, Recovery Satisfaction has a significant positive impact on recovery efforts, and Recovery Satisfaction has a direct effect on the effect of recovery efforts on re-use intention. Third, the adjustment effect of the seriousness perceived by the customer between the recovery effort and the recovery satisfaction was not statistically significant, but the controllability of the controllability was statistically significant. The implications of the research and directions for future study have also been discussed.

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