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미용실의 불만족 서비스가 불만족 처리 후 고객만족에 미치는 영향
임지현 ( Ji-hyun Lim ),장미여 ( Jmi-yeo Jang ),김성남 ( Soung-nam Kim ),박은준 ( Eun-jun Park ) 한국미용예술경영학회 2013 미용예술경영연구 Vol.7 No.3
Along with the improvement of the standards of living or the changes of life patterns, service industry has been developed, and also beauty care service industry has been constantly developed and increased. With this structural condition, in beauty care service industry, most of the managers are not only focused on technical training but also activating the best customer services provided to their customers. Here, this paper aims to examine the effect of settling dissatisfying services on customer satisfaction with the subjects of both male and female consumers using beauty care services. According to the result of regression analysis to examine the effect of dissatisfying services at beauty shops on customer satisfaction after the settlement, there exists negative correlation because as dissatisfying services are more, customer satisfaction decreases more after the settlement. According to the study result, even if the males and females using beauty care service industry are provided with the services to settle the dissatisfying factors, their satisfaction with the provision of the services is low. This implies that it is needed to make efforts to analyze and figure out the services’ dissatisfying factors closely in order to let the customers recognize the process of settling the dissatisfying factors and the result after that accurately and enhance the management for the customers using beauty care service industry.
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