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Kor J Aesthet Cosmetol > Volume 9(3); 2011 > Article
종업원의 직무만족과 서비스몰입이 고객의 서비스품질 지각과 고객행동에 미치는 영향 -미용서비스업에서의 양자적 자료(dyadic data)를 중심으로-
이영주, 이재철
Influence of Employees' Job Satisfaction and Service Commitment upon Customers' Service Quality Perception and Customer Behavior - Use dyadic data in beauty service business -
Young-Joo Lee, Jae-Chyul Lee
ABSTRACT
This study was designed in order to examine causality by dyadic relationship targeting employees, who are engaged in beauty service business, and customers, who received service from the employees. The aim was first to clarify influence of employees' job characteristic upon job satisfaction and service commitment targeting employees, and then to examine influence of employees' service commitment upon service quality and customer behavior targeting customers. Examining the findings, all of functionality, importance, and autonomy, which are 3 elements in job characteristic, were indicated to have positive influential relationship upon job satisfaction. Also, even in relationship between job satisfaction and service commitment, the positive influence was confirmed. And, even in relationship between service commitment and service quality targeting customers, all of reliability, sympathy, typology, correspondence, and guarantee, which are 5 elements in service quality, were indicated to have positive influence. Even in relationship between service quality and customer behavior, all of five characteristics in service quality were confirmed to have positive influence upon customer behavior.
Key words: Job characteristic, Job satisfaction, Service commitment, Service quality, Customer Behavior
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