융합정보논문지 (Journal of Convergence for Information Technology)

중소기업융합학회 (Convergence Society for SMB)
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뷰티종사자의 불량고객 행동지각이 감정부조화 및 직무열의와 경영성과에 미치는 영향

The Effect of Jaycustomers Behavior Perception of Beauty Professionals on Emotional Harmony, Job Enthusiasm, and Management Performance

  • 이정희 (신경대학교 뷰티케어학과) ;
  • 성영환 (오산대학교 뷰티&코스메틱계열) ;
  • 이재은 (성결대학교 뷰티디자인학과) ;
  • 이영조 (국제대학교 뷰티코디네이션학과)
  • Lee, Jung-Hee (Department of Beauty Design, Shing yeong University) ;
  • Sung, Young-Whan (Department of Beauty & Cosmetic, Osan University) ;
  • Lee, Jae-Eun (Department of Beauty Design, Sungkyul University) ;
  • Lee, Young-Jo (Department of Beauty coordination, kookje University)
  • 투고 : 2021.10.13
  • 심사 : 2021.11.20
  • 발행 : 2021.11.28
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초록

연구목적은 불량고객 행동지각이 감정부조화 및 직무열의와 경영성과에 미치는 영향을 실증적 연구 하였다. 표본은 뷰티종사자327명이다. 연구방법은 빈도분석, 요인분석, 신뢰도분석, 상관관계분석, 단순회귀분석을 실시하였다. 연구결과 첫째, 불량고객 행동지각이 감정부조화 및 직무열의가 상실되는 것으로 확인되었다. 둘째, 불량고객 행동지각이 감정부조화에 통계학적 유의한 영향을 미치는 것으로 확인되었다. 셋째, 불량고객 행동지각이 경영성과에 통계학적 유의한 영향을 미쳤다. 넷째, 감정부조화가 직무열의에 통계학적 유의한 영향을 미쳤다. 다섯째, 경영성과가 직무열의에 영향을 미치는 것으로 보아 통계학적 유의한 영향을 미치는 것으로 확인되었다. 따라서 불량고객 행동지각은 뷰티종사자의 감정부조화로 인해 직무열의 및 경영성과에 부정적 요인을 주는 것으로 사료된다.

The purpose of this study is to empirically research the effect of jaycustomers behavior perception on emotional dissonance, job enthusiasm, and management performance. The sample was 327 beauty workers. The research methods were conducted by frequency analysis, factor analysis, reliability analysis, correlation analysis, and simple regression analysis. First, the study shows it was confirmed that the perception of jaycustomers behavior causes emotional dissonance and loss of job enthusiasm for beauty professionals. Second, it was confirmed that the perception of the behavior of jaycustomers had a statistically significant effect on emotional dissonance. Third, the perception of the behavior of jaycustomers had a statistically significant effect on management performance. Fourth, emotional dissonance had a statistically significant effect on job enthusiasm. Fifth, it was confirmed that management performance had a statistically significant effect on job enthusiasm. Therefore, it is believed the perception of jaycustomers behavior negatively affects beauty professionals.

키워드

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