| 미용사의 전문성에 대한 인식과 기대수준이 감정반응과 만족도에 미치는 영향 |
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이민선, 진용미 |
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| The Influence of Hairdresser’s Perception of Specialty and Expectations on Emotional Responses and Satisfaction |
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Min-seon Lee, Yong-mee Jin |
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| Abstract |
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The purpose of this study is to analyze the effect of expected level on the emotional response and satisfaction of hairdressers, and to present improvement. A total of 306 questionnaires were used as analysis materials, and the study results and suggestions are as follows. The more experienced a hairdresser is, the more professional he is, and practical skills are the most important choices when choosing a hairdresser. Rising expectations for vocationalism and trust have raised positive and negative feelings and increased customer satisfaction. These results are thought to expose the experience and expertise of the technology to increase customer expectations and satisfaction, and for the sake of improvement, the following suggestions are presented. First, it is a way to raise expectations with PR instead of other employees to expose expertise, and second, to make videos that can be easily exposed to customers by showing them in the Internet exposure or in the store space. In further studies, it is thought that the initial research that raises customer expectations can produce meaningful results through symbolic indicators that can demonstrate the expertise or skills of hair salons such as hotels and restaurants. |
| Key Words:
Beauty, Expected level, Emotional response, Satisfaction |
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