뷰티서비스종사자의 블랙컨슈머 행동지각이 직무소진 및 정신건강에 미치는 영향

The Effects of the Perception of Black Consumer Behavior on Job Burnout and Mental Health in Beauty Service Employees

This study investigated the perception of black consumer behavior on job burnout and mental health and sought to determine how such diverse social and psychological variables are related to each other among beauty service employees. For data collection, a self-administered questionnaire was performed among hairdressing and skincare service providers in Seoul and Gyeonggi, and a total of 344 copies were used for final analysis. To analyze the collected data, frequency analysis, factor analysis, reliability analysis, correlation analysis and multiple regression analysis were conducted, using SPSS 23.0, and the results found the following: First, ‘habitual’, ‘obstinate’, ‘deceptive’ and ‘excessive’ had a positive influence on ‘emotional exhaustion’ and ‘depersonalization’ but a negative effect on ‘reduced personal accomplishment’. A negative correlation was found in mental health factors. In addition, a negative correlation was also found with ‘emotional exhaustion’ and ‘depersonalization’ while a positive correlation was observed with ‘reduced personal accomplishment’. Second, ‘habitual’, ‘obstinate’ and ‘deceptive’ affected job burnout. Third, ‘habitual’, ‘obstinate’ and ‘excessive’ showed an influence on mental health. Fourth, ‘emotional exhaustion’, ‘depersonalization’ and ‘reduced personal accomplishment’ had an influence on mental health. It’s anticipated that these empirical studies would suggest directions for internal customer management and better customer services in the beauty service industry.