미용인의 직무특성이 임파워먼트와 서비스질에 미치는 영향
The Effects of Job Characteristics on Empowerment and Service Quality among Cosmetologists
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This study empirically investigated the effects of job characteristics on empowerment and service quality among cosmetologists. In job characteristics, a particular job trait can cause critical psychological states among employees, and such mental states affect their motivation at work and job satisfaction. In terms of subscales, technical diversity, task identity and task significance were derived. For data analysis, a questionnaire survey was conducted among cosmetologists in Busan, and a total of 208 copies, excluding those that had been poorly answered, were used for the final analysis. The data were analyzed using SPSS 23.0. The results found the following: First, task identity and task significance had an influence on empowerment with statistical significance. In contrast, no influence was found in technical diversity. Second, in terms of the effects of empowerment on service quality, as perceived empowerment increased, the quality of service improved.
Abstract
This study empirically investigated the effects of job characteristics on empowerment and service quality among cosmetologists. In job characteristics, a particular job trait can cause critical psychological states among employees, and such mental states affect their motivation at work and job satisfaction. In terms of subscales, technical diversity, task identity and task significance were derived. For data analysis, a questionnaire survey was conducted among cosmetologists in Busan, and a total of 208 copies, excluding those that had been poorly answered, were used for the final analysis. The data were analyzed using SPSS 23.0. The results found the following: First, task identity and task significance had an influence on empowerment with statistical significance. In contrast, no influence was found in technical diversity. Second, in terms of the effects of empowerment on service quality, as perceived empowerment increased, the quality of service improved.
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