Research Paper : A Qualitative Study on Disturbance Factors of Hair Shop Customer Experience

Jeong, Hee Young

Journal of the Korean Society of Cosmetology 2008;14(1):143-149.
Published online March 31, 2008.

헤어샵 고객의 체험방해 요인에 관한 질적 연구

정희영

Research Paper : A Qualitative Study on Disturbance Factors of Hair Shop Customer Experience

Hee Young Jeong

Abstract

The objectives of this thesis is to find out disturbance factors in hair shop customer experience thru qualitative study method and to give insights in developing positive elements in hair shop customer experience. The results of the study are summarized as followings as; The disturbance factors in hair shop customer experience are classified largely as environmental factors, systemic factors, factors by others` acts. Environmental factors included weather, hygienic conditions, atmosphere of the hair shop, accessibility and etc. Systemic disturbance factors included skill, attitudes of service crews, price and service fee and etc. Disturbance factors by others` acts are mentioned such as interference by others, cell phone calls and etc. I expect that in-depth analysis on customers` emotions and psychological conditions based on these facts found in this study help for drawing up effective and strategic customer relations and management plan to provide better customer experience and to cope with disturbance factors reflecting cultural elements.

Key Words: Consumer Experience, Qualitative Study, Disturbance Factor