Journal of the Korean Applied Science and Technology (한국응용과학기술학회지)

The Korean Society of Applied Science and Technology (한국응용과학기술학회)
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The Effects of Emotional Dissonance and Service Sabotage on Skin Experts Who Have Experienced Inappropriate Customer Behavior

피부전문가들이 경험한 고객 불량행동이 감정부조화 및 서비스 사보타주에 미치는 영향

  • 성영환 (오산대학교 뷰티&코스메틱계열) ;
  • 이영조 (국제대학교 뷰티코디네이션학과)
  • Received : 2021.11.10
  • Accepted : 2021.12.15
  • Published : 2021.12.30
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Abstract

The purpose of this study is to investigate the effect of emotional dissonance and service sabotage on skin experts who have experienced inappropriate customer behavior. To achieve the purpose of the study. 383 skin experts in Seoul and Gyeonggi-do were selected as the subjects of the study. As for the analysis method, frequency analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed, and the following research results were derived through such research procedures. Inappropriate customer behavior showed a positive (+) correlation with emotional dissonance, and emotional suppression of emotional dissonance affects service sabotage.

본 연구의 목적은 피부전문가들이 경험한 고객 불량행동이 감정부조화 및 서비스 사보타주에 미치는 영향에 관한 연구이다. 연구의 목적달성을 위해 서울. 경기지역 피부전문가 383명을 연구대상으로 선정하였다. 분석방법은 빈도분석, 요인분석, 신뢰도분석, 상관관계분석, 다중회귀분석을 실시하였으며, 이와 같은 연구절차를 거쳐 다음과 같은 연구결과를 도출하였다. 고객 불량행동이 감정부조화에 정적(+)상관관계가 나타났고, 감정부조화의 감정억제가 서비스사보타주에 영향을 미치는 것으로 나타났다.

Keywords

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