네일 서비스 종사원의 인적 특성이 신뢰 및 고객 충성도에 미치는 영향

A Study of the Effects of Nail Shop Employee’s Individual Characteristics on Customer’s Trust and Customer Loyalty

The purposes of this study were to verify the ways in which shop employee’s individual characteristics are managed and their effects on customer`s trust and customer loyalty as well as to examine the relationship between shop employee’s individual characteristics and customer loyalty. To achieve the purposes, a questionnaire was conducted with 359 beauty shop customers were analyzed using SPSS 18.0. The results of this study were summarized as follow: First, shop employee’s individual characteristics was related positively to customer trust. Second, customer trust was related positively to consumer loyalty. Third, shop employee’s individual characteristics management indirectly affected the customer loyalty through customer trust.