[논문]미용서비스교육이 헤어미용종사자의 고객지향성과 직무성과에 미치는 영향

서선민; 고경숙

doi:10.22156/cs4smb.2022.12.04.316

미용서비스교육이 헤어미용종사자의 고객지향성과 직무성과에 미치는 영향
The Effects of Educational Satisfaction on Job Satisfaction and Organizational Commitment of Hair Beauty Service Employees -using leadership of chief managers as a mediator 원문보기

융합정보논문지 = Journal of Convergence for Information Technology, v.12 no.4, 2022년, pp.316 - 327

서선민 (원광디지털대학교 한방미용예술학과) , 고경숙 (원광대학교 자연과학대학 뷰티디자인학부)

초록
AI-Helper

본 연구는 미용서비스교육이 미용종사자의 고객지향성과 직무성과에 미치는 영향을 실증적으로 분석한 연구이다. 연구결과 첫 번째, 서비스교육훈련, 고객지향성과 직무성과의 상관분석을 실시한 결과 서비스교육훈련은 직무성과와, 고객지향성은 서비스교육훈련과 직무성과는 서비스교육훈련과 가장 높은 유의한 정적 상관이 있는 것으로 나타났다. 두 번째, 서비스교육훈련은 고객지향성과 유의한 영향을 미치는 것으로 나타났다. 또한 서비스교육훈련은 직무성과에 유의한 영향을 미치는 것으로 나타났다. 세 번째, 서비스교육훈련과 고객지향성은 직무성과에 유의한 영향을 미치는 것으로 나타났다. 직무성과에 가장 크게 영향을 미치는 요인은 고객지향성으로 나타났으며, 고객지향성, 서비스교육훈련의 하위요인 교육환경, 교육내용, 교육강사가 높을수록 직무성과가 높아지는 것을 알 수 있다. 이러한 연구결과는 미용종사자들의 교육환경과 강사진, 교육내용이 좋을수록 고객지향적인 서비스가 높게 나타나 충성도 높은 고객의 창출로 이어지며 직무성과를 향상시킬 수 있음을 보여준다.

Abstract ▼ AI-Helper

This study empirically analyzed the effects of beauty service training on customer orientation and job performance of beauty industry workers. First, as a result of the study, there were differences in service training, customer orientation, and job performance according to general characteristics, and service training showed significant differences in age, highest level of education, work experience, and number of employees, job performance in age, work experience, and number of employees, and job performance in age, academic background, work experience, and number of employees. Secondly, it was identified that service training makes a significant effect on customer orientation, the factor that makes the greatest effect on customer orientation among sub-factors of service training is educational content, and it can be seen that customer orientation increases when educational content, educational instructor, and educational environment are higher. Thirdly, it was identified that service training and customer orientation make a significant effect on job performance. hese research results show that the better the educational environment, instructor, and educational content of beauty industry workers, the higher the customer-oriented service, leading to the creation of loyal customers and can improve job performance as well.

주제어

표/그림 (8)

표 Table 1. General characteristics of study subjects
표 Table 2. Differences in work value according to general characteristics
표 Table 3. Differences in job satisfaction according to Customer-oriented
표 Table 4. Differences in service productivity according to job performance
표 Table 5. Correlation between service training, customer orientation, and job performance
표 Table 6. The effects of service training on customer orientation
표 Table 7. The effects of service training on job performance
표 Table 8. The effects of service training and customer orientation on job performance

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