서비스 직원의 신체적 매력도가 고객의 태도 및 만족도에 미치는 영향 = 서점과 패밀리레스토랑의 조절 효과

다국어 초록 (Multilingual Abstract)

The purposes of this study were to understand the effect of employees` physical attractiveness in service industry upon customer`s attitude and satisfaction, and to examine the moderating effect of company type between the employees` physical attractiveness and the customer`s attitude. Based on total 192 samples obtained from the empirical research, this study reviewed reliability and fitness of research model and verified total 4 hypotheses using Amos program. SEM resulted that the employees` physical attractiveness showed a positive significant effect on customer`s employee attitude, and customer`s employee attitude had a positive significant effect on company attitude. Also, customer`s employee attitude had a positive significant effect on customer satisfaction, and customer`s company attitude had a positive significant effect on customer satisfaction. As a result of analyzing the moderating role, the effect of employees` physical attractiveness in service industry upon customer`s attitude was moderated by the company type. Limitations and future research directions are also discussed.