[논문]블랙컨슈머 행동지각이 미용 종사자의 분노표현과 이직의도에 미치는 영향

윤수미; 최묘선; 서은희; 윤미화

doi:10.22156/cs4smb.2022.12.05.183

블랙컨슈머 행동지각이 미용 종사자의 분노표현과 이직의도에 미치는 영향
The effect of black consumers' perception of behavior on beauty workers' anger and intention to change jobs 원문보기

융합정보논문지 = Journal of Convergence for Information Technology, v.12 no.5, 2022년, pp.183 - 193

윤수미 (한성대학교 미디어디자인학과) , 최묘선 (김포대학교 뷰티아트과) , 서은희 (한성대학교 뷰티예술학과) , 윤미화 (한성대학교 뷰티예술학과)

초록
AI-Helper

본 연구의 목적은 블랙컨슈머 행동지각이 미용종사자의 분노표현 및 이직의도에 미치는 영향을 분석하는 것이다. 자료 수집을 위하여 서울, 경기, 인천지역 뷰티 서비스 종사자를 중심으로 2021년 11월 1일부터 2022년 1월 31까지 3개월 동안 400명에게 설문지를 배포하여 최종 392부가 사용되었다. 자료 분석은 SPSS 25.0 프로그램을 사용하였다. 인구통계학적 특성을 파악하기위해 빈도분석을 수행하였다. 측정도구의 타당성을 이해하기 위해 요인분석, 신뢰도분석을 수행하였고, 상관관계분석, 회귀분석을 실시하였다. 분석한 결과 블랙컨슈머의 과도성과 억지성은 분노표출과 분노억제, 이직의도에 정(+)의 영향이 나타났으며, 분노표출과 분노조절은 이직의도에 정(+)의 영향이 나타났다. 따라서 블랙컨슈머의 과도한 문제제기나 억지성 서비스에 대한 근절방법이 필요하며, 조직원들의 올바른 고객응대 방법과 스트레스 해소를 위한 프로그램이 제공되어야 할 것으로 사료된다.

Abstract ▼ AI-Helper

The purpose of this study is to analyze the effect of black consumer behavior perception on the anger expression and turnover intention of beauty workers. For data collection, the final 392 copies were used by distributing questionnaires to 400 people for three months from November 1, 2021 to January 31, 2022, centering on beauty service workers in Seoul, Gyeonggi, and Incheon. For data analysis, SPSS 25.0 program was used. Frequency analysis was performed to identify demographic characteristics, and factor analysis and reliability analysis were performed to understand the validity of the measurement tool. Correlation analysis, A regression analysis was performed. As a result of the analysis, the transient and deterrence of black consumers had a positive (+) effect on anger expression, anger suppression, and turnover intention, and anger expression and anger control had a positive (+) effect on turnover intention. Therefore, it is necessary to raise excessive problems of black consumers or eradicate forced services, and it is believed that proper customer response methods and programs for stress relief should be provided by members.

주제어

표/그림 (12)

그림 Fig. 1. Research model
표 Table 1. General Characteristics
표 Table 2. Behavioral Perception Factor Analysis of Blackconsumers
표 Table 3. Anger Expression Factor Analysis
표 Table 4. Factor analysis of turnover Intention
표 Table 5. Correlation Analysis
표 Table 6. The Effet of Blackconsumer Behavior Perception on Anger Expression
표 Table 7. Effect of Blackconsumer Behavioral Perception on Anger Control
표 Table 8. The Effect of Blackconsumer Behavioral Perception on Anger Suppression
그림 Fig. 2. The effect of black consumers' perception of behavior on beauty workers' anger and intention to change jobs Research model
표 Table 9. Effect of Blackconsumer Behavioral Perception on Turnover intention
표 Table 10. The Effect of Expression of Anger on Turnover Intention

참고문헌 (29)

Y. J. Lee. (2002). Strategic Management of Bad Customers, Business essay, 36(4), 115-139, 119.
J. H. Suh & I. S. Song (2006) The consumer's Problematic Behaviors in the Form al Complaining Behavior. Korean Society of Consumer Policy and Education. 2(2), 65-84, 80-81.
K. Y. Chung S. H. Lee & S. W. Sim. (2008). Effects of Service Unfairmess on Customer Badness Intention in Casual-dining Restaurants. Korean Journal of Hospitality & Tourism, 17(2), 52-70, 61.
E. K. Lee & J. O. Jeon, (2014) Evolving Black Consumer: Co-Cffending Behavior of Blackconsumers, Korean Journal of Consumer and Advertising Psychology, 15(3), 435-461.
M. S. Choi, K. bb. Jung & Y. J. Lee.(2020). The Effect of Perception of Black Consumer Behavior on the Job Enthusiasm and Self-esteem of Beauty Service Workers. Asian J Beauty Cosmetol, 18(2), 183-193. DOI : 10.20402/ajbc.2020.0019

상세보기
S. Y. Jang. (2019). Type of black consumers' behavior analyzed by workers in beauty service. The Graduate School of Art Chung Ang University, Seoul.
E. J. Ma & K. S. Ko. (2021). The Effects of Black Consumer Behavior Perception on Emotional Exhaustion and ago resiliency of Hair Service Professionals, Journal of the Korean Applied Science and Techonlogy, 38(4), 974-985 DOI : 10.12925/jkocs.2021.38.4.974

원문보기 상세보기
J. H. Yang & H. G Kwon. (2019). The Effect of Black Consumer Behavior on Intention of Turnover: Focusing on the Mediation Effect of Psychological Contract Violation. Journal of Digital Convergence, 17(12), 139-145. DOI : 10.144400/JDC.2019.17.12.139
Korean Statistical Information Service. (n. d.). Statistics Korea (Online). https://kosis.kr
K. S. Lee. (2010). The Effects of Assertiveness Training on Reduction of Anger-In and Anger-Out of College Students. Locality and Globality: Korean Joutnal of Social Sciences, 34(2), 115-133. UCI(KEPA):I1410-ECN-0102-2012-300-001723544
S. Y. Kwon. (2016). The Influence of Internalized Shame on the Anger-Out Among College Students: The Mediating Effects of Social interest. The Journal of Welfare and Counselling Education, 5(1), 225-244.
J. S. Lee, H. Lee, Y. Y. Ahn & J. S. Yoo. (2010). The Effect on Intergrated up-counseling for Anger Management of University Students. Korea Youth Research Association, 17(2), 131-154.
J. S. Kim. (2012). The Relationship between Organizational Commitment and Intention to Leave and the Moderating Effect of Gender and Occupation in Dae-deok Venture Enterprises. Asia- Pacific. Journal of Business Venturing and Entrepreneurship, 7(4), 77-86.
J. J. Kim. (2001). The empirical study on the turnover decision process of reserch scientist : replication of unfolding model. Graduate School of Management, Korea University, Seoul.
S. D. Lee. (2008). The Effects of Transformational Leadership and self-Leadership on Empowerment and Job Performance of Hotel Employees. Dept. of Hotel, Tourism & Foodservice Management Graduate School, Dong Eui Uiversity, Pusan.
S. Y. Jang. (2019). Type of blacconsume behavior nalyzed by workers in beauty service. Major in Beauty Design Dept. of Fine Art and Design, The Graduate School of Art Chung Ang University, Seoul.
B. S. Shin. (2005). Blackconsumer Tendency upon Demographic Characteristics and the effect of Blackconsumer Tendency on Retaliation ntention and Self-Justifi cation. Self- justification. The Korea Cont tents Society1, 5(7), 379-388.
C. D. Spielberger, S. S. Krasner & Solomon E.P. (1988). The experience, expression, and control of anger. In Individual differences, stress, and health psychology (pp.89-108). Springer, New York, NY.
P. Pigors & C. A. Myers. (1981). Personal Administration : A Point of View and Method. 9thed, NewYork: Mcgraw-Hill.
M. Morbarak, J. Nissly & A. Levin. (2001). Antecedents to retention and turnover among child welfare, social work, and other human service employee : What can we learn from past research? A review and metanalysis. Social service review, 75(4), 625-661.

상세보기
E. K. Lee, E. M. Lee & J. O. Jeon. (2013). A Study on the Conceptualization of 'BlackConsumer Behavior' and Scale Development J Korean Marketing Management Association, 18(4), 183-207.
J. N. Ha. (2016). The Effects of Jay customers' Behavior Perceived by Hotel Employees on Anger Thought, Anger Expression and Burnout, Dept. of Hotel and Tourism Graduate School, Honam University, Gwng-Ju.
J. A. Hong, (2019) The Relationship Among Resilience, Job stress, Burnout, and Turnover Intention of Hairdresser, Dept of Beauty Graduate, Kyungil University, Kyungsan.
S. Y. Lee & Y. M. Jin. (2021). The Effects of the Perception of Black Consumer Beha vior on Emotion Labor and Self- Esteem in Hair Service Employees. J. Kor. Soc. Cosmetol. 27(4), 889-887 DOI:https://doi.org/10.52660/JKSC.2021.27.4.880
J. Y. Kim. (2017). The Effect of Beauty Salon Employee's Emotional Labo and Job Satisfaction from Client's Badness Behavior. Dept. of Beauty Arts, Seokyung University, Seoul.
J. N. Ha. & C, I. La. (2016) The Effects of Jaycustomer's Behavior Perceived by Hotel Employees on Anger Thought abd Anger Expression, Tourism Research, 41(3), 185-216.
M. S. Choi, K. B. Jung. & Y. J. Lee. (2020). The Effet of Perception of Black Consuner Behavior on the Job Enthusiasm and Self-esteem of Beauty Service Workers, Asian J Beauty Cosmetol, 18(2), 183-193. DOI : 10.20402/ajbc.2020.0019

상세보기
K. M. Park. & Z. W. Cui. (2015). A Study of Jaycustomer's Behavior Affecting Job Stress and Turnover intention of Cabin Crew:Focused on the Moderating Effects of Coping Strategies, Journal of the Korea Aviation Management, 13(6), 23-46. UCI:G704-001900.2015.13.6.002
J. C. Park & B. H. Kwon. (2018) The Effects of the Employees Self Encourage ment based on Verval Violence in the Workplace of Hotel Enterprise on Anger Express and Turnover Intention. Korean Journal of Hospitality and Tourism. 27(3), 135-153. DOI : 10.24992/KJHT.2018.04.27. 03.135.

표제어: PCR

동의어: Packet Collision Rate

용어 설명 출처 목록 (6)

용어 설명: PCR은 세균 특이성이 있는 primer를 이용하여 적은 수의 세균이 있을지라도 쉽게 검출할 수 있는 유용한 방법이며, 이를 이용하여 구강 내 치면세균막이나 타액에서 직접 세균을 검출할 수 있게 되었다[8].

내보내기 구분	파일저장 인쇄 메일전송
구성항목	기본정보 상세정보 관리번호, 논문명, 저널/프로시딩명, 저자 , 발행년, 권, 호, 시작페이지, 끝페이지, 발행기관 관리번호, 논문명, 대등논문명, 저자 , 저널/프로시딩명, 발행기관, 발행년, 발행언어, 권, 호, 시작페이지, 끝페이지, ISBN, ISSN, 주제분야, 키워드, 초록(한글), 초록(영문), 저자(소속기관)
저장형식	Text(ASCII format) Excel format RefWorks Direct Export RIS format (for Reference Manager, ProCite, EndNote), Scholar's Aids, Mendeley
메일정보	받는사람 (필수) @ 보내는사람 (선택) @ 제목 내용 KISTI 검색결과 이메일 서비스
안내	총 건의 자료가 검색되었습니다. 다운받으실 자료의 인덱스를 입력하세요. (1-10,000) 검색결과의 순서대로 최대 10,000건 까지 다운로드가 가능합니다. 데이타가 많을 경우 속도가 느려질 수 있습니다.(최대 2~3분 소요) 다운로드 파일은 UTF-8 형태로 저장됩니다. 파일의 내용이 제대로 보이지 않을실 때는 웹브라우저 상단의 보기 -> 인코딩 -> 자동선택 여부를 확인하십시오. ~ Text(ASCII format) Excel format

연합인증