| 지각된 대기시간 경험에 따른 고객감정반응이 서비스품질만족과 수용가능성에 미치는 영향 -미용서비스를 중심으로- |
|
김유정, 진용미 |
|
|
| Research Paper : Effect of Customer Emotional Response According to Delayed Waiting Time Experience on Service Quality Satisfaction and Acceptability- Intention in Service Relationship in Beauty Services - |
|
Yoo Jung Kim, Yong Mi Jin |
|
|
| Abstract |
|
This study aims to explore the effect of customer emotion according to delayed waiting time on service quality satisfaction and acceptability. Data collection was done against customers of beauty parlors and total of 286 questionnaires were analyzed using SPSS 20.0 to conduct frequency analysis, factor analysis, reliability analysis, and multiple regression analysis. As for the demographic result, unmarried women over 30 to below 40 years old accounted for the majority. Dimensions on experience of delayed waiting time were deduced as five factors and customer emotional response as two. When average value and correlation between waiting time experience and customer emotional response were looked at, the factor |
| Key Words:
Perceived waiting time, Emotional response, Negative emotion, Positive emotion |
|
PDF Links
Download Citation
