Journal of Convergence for Information Technology (융합정보논문지)

Convergence Society for SMB (중소기업융합학회)
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The effect of black consumers' perception of behavior on beauty workers' anger and intention to change jobs

블랙컨슈머 행동지각이 미용 종사자의 분노표현과 이직의도에 미치는 영향

  • Yun, Su-Mi (Dept. of media Design, Hansung University) ;
  • Choi, Myo-Sun (Dept. of Beauty art Course, Kimpo University) ;
  • Seo, Eun-Hee (Dept. of Beauty Arts, Hansung University) ;
  • Yoon, Mi-Hwa (Dept. of Beauty Arts, Hansung University)
  • 윤수미 (한성대학교 미디어디자인학과) ;
  • 최묘선 (김포대학교 뷰티아트과) ;
  • 서은희 (한성대학교 뷰티예술학과) ;
  • 윤미화 (한성대학교 뷰티예술학과)
  • Received : 2022.03.08
  • Accepted : 2022.05.20
  • Published : 2022.05.28
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Abstract

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.

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.

Keywords

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