미용인의 서비스회복노력이 직무만족도와 고객지향성에 미치는 향
The Effects of Service Recovery Efforts on Job Satisfaction and Customer Orientation in Cosmetologists
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This study attempted to investigate the effects of service recovery efforts on job satisfaction and customer orientation in cosmetology. Efforts to recover from a service failure form a personal psychological state. In terms of those elements having an influence on personal motivation and job satisfaction, ‘acceptance’, ‘explanation’ and ‘apology’ were formed. For data collection, a questionnaire survey was performed for cosmetologists in Busan. Excluding poorly answered responses, 300 copies were used for analysis. The collected data were analyzed using SPSS Ver.18. The results found the following: First, among the three sub-variables of service recovery efforts, ‘explanation’ and ‘apology’ revealed a statistically significant influence on job satisfaction while no effect was found in ‘acceptance’. Second, ‘explanation’ and ‘apology’ showed a statistically significant influence on customer orientation while no effect was observed in ‘acceptance’. Third, job satisfaction had an influence on customer orientation.
Abstract
This study attempted to investigate the effects of service recovery efforts on job satisfaction and customer orientation in cosmetology. Efforts to recover from a service failure form a personal psychological state. In terms of those elements having an influence on personal motivation and job satisfaction, ‘acceptance’, ‘explanation’ and ‘apology’ were formed. For data collection, a questionnaire survey was performed for cosmetologists in Busan. Excluding poorly answered responses, 300 copies were used for analysis. The collected data were analyzed using SPSS Ver.18. The results found the following: First, among the three sub-variables of service recovery efforts, ‘explanation’ and ‘apology’ revealed a statistically significant influence on job satisfaction while no effect was found in ‘acceptance’. Second, ‘explanation’ and ‘apology’ showed a statistically significant influence on customer orientation while no effect was observed in ‘acceptance’. Third, job satisfaction had an influence on customer orientation.
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