피부미용종사자의 회복탄력성이 고객지향성에 미치는 연구

A study on resilience on customer orientation in skin beauty salon employees

This study investigated the effects of resilience, an ability to respond to diverse stress situations in a flexible manner and return back to an original state, on customer orientation for skin beauty salon employees. For this, a total of 410 questionnaires were distributed to the employees of skin beauty salons in Seoul and the capital region from March 14 to April 11, 2018. Among them, 335 copies, excluding 75 poorly answered ones, were used for final analysis and the results found the following: Resilience had an influence on customer orientation with statistical significance. In other words, as resilience, an important resource in the service industry, was higher, customer orientation further increased. In terms of the sub-factors of customer orientation, which are reliability, responsiveness, tangibility and empathy, aggressive challenge was an important factor among the sub-factors of resilience. In other words, a spirit of determination among skin beauty salon employees who refuse to be just happy with the daily routine and are not afraid of taking on challenges was reflected. Therefore, this study targeted the strengthening of resilience and the assisting of these employees to grow into customer-oriented cosmetologists, making a contribution to the development of the cosmetology industry.