| 피부관리실의 서비스회복이 미용만족과 행동의도에 미치는 영향: 성별, 연령 조절효과를 중심으로 |
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허은주, 하명희, 김세범 |
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| The Effects of Service Recovery by Skin Care Shop on Beauty Satisfaction and Behavioral Intentions - Focusing on the Mediating Effects of Gender and Age- |
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Eun Ju Heo, Myung Hee Ha, Sae Bum Kim |
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| Abstract |
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This study aimed to identify how service recovery works on beauty satisfaction and behavioral intentions at skin care shops. Wesurveryed skin care customers and investigated the relationships between recovery justice and beauty satisfaction. We also tried toanalyse the mediating effects of gender and age on the relationships. For this purpose, we selected customers who had experienced service failure at skin care shops by using convenience sampling method, and conducted a questionnaire survey from March 1st to April1st, 2014. Total 280 copies of the questionnaire were collected. Of these, 250 were used for the final analysis. The descriptive and reliability analysis were conducted using SPSS 19.0. The confimatory factor analysis and path analysis were conducted for hypothesis testing using AMOS 21.0. The findings of this study can be summarized as follows. First, the justice of service recovery procedure has asignificant effect on beauty satisfaction. Second, the justice of service recoverry distribution has a significant influence on beauty satisfaction. Third, the justice of interaction in service recovery failed to have a significant effect on beauty satisfaction. Fourth, beauty satisfaction significantly affects behavioral intentions. Fifth, mediation effects of gender and age were confirmed to be significantly valid. |
| Key Words:
Behavioral intentions, Customer satisfaction, Recovery justice, Service recovery, Skin care |
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