미용종사자의 임파워먼트가 직무만족과 서비스품질에 미치는 영향 = The Effects of Empowerment on Job Satisfaction and Service Quality of Beauty Professionals

다국어 초록 (Multilingual Abstract)

In today’s fast-changing society, as peoples’ quality of lives are improving and their drive for beauty increasing, the beauty industry must continuously adapt to the environment of the business management according to the currents of the time. Hence, it is necessary for the beauty industry to have beauty professionals capable of providing quality service and to implement effective management of such workforce. Accordingly, this study defines the concept of empowerment, job satisfaction, and service quality of beauty professionals and aims to provide basic data necessary for workforce management of beauty professionals and the establishment of beauty marketing strategies through an empirical investigation on how empowerment influences job satisfaction and service quality. According to the results from investigating the effects of empowerment on interpersonal satisfaction, work satisfaction, role self-esteem, satisfaction for welfare level and salary level, capacity factor showed a positive effect on all job satisfaction factors, whereas motivation factor showed a positive effect on interpersonal satisfaction, work satisfaction, role self-esteem, satisfaction for welfare level and job environment, but a negative effect on salary level alone. Examining the effects of empowerment on receiving customers, providing information, facilitating service, and confidence in service, results indicated that both capacity and motivation factors have positive effects on all service quality factors. As for the effects of job satisfaction on service quality, study results showed that job satisfaction factors have a positive effect on service quality factors. In conclusion, in order to respond to the changing environment in the management of beauty industry and to satisfy the diverse needs of the customers, it is necessary to implement effective workforce management that will make quality service a reality and to have the beauty professionals make efforts to improve their work skills to heighten their motivation and capacity for their job.