네일 서비스 업체의 서비스 스케이프 및 인적 서비스가 고객 반응에 미치는 영향

A Effect of Service Scape and Human Service of Nail Service Shop on Consumer Response

This research deals with the influence of service scape and human service on customers’ emotional reaction and satisfaction and verify mediative effect of customer emotion in the relationship between service scape with human service and customers’ contentment. The result is as in the following. First, customers’ emotion have partial mediated effect on the relationship between the sub-compositional factors of service scape and the customers’ satisfaction. In the relationship between the sub-compositional factors such as accessibility, convenience, aesthetic impression and cooperative environment and the customers satisfaction, this indicates that every compositions in service scape elicit positive feelings from customers and link to satisfaction. Therefore, it is necessary for nail service enterprise to keep paying attention to service environment, entire service scape causing customers’ positive emotion. Second, customer emotional responses partially mediate human service nail service shops providing and customer’s satisfaction. Having partial meditative condition in the relationship between customer’s satisfaction and the sub-factors of human service including activeness, speciality, reliability, kindness means generally advanced human service links to the increased customer satisfaction.