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The Effects of Hair Shop Employees' Communication Satisfaction on Turnover Intention and Customer Orientation
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헤어샵 종사자의 조직 내 커뮤니케이션 만족이 이직의도와 고객지향성에 미치는 영향

논문 기본 정보

Type
Academic journal
Author
Journal
대한미용학회 대한미용학회지 대한미용학회지 제15권 제4호 KCI Accredited Journals
Published
2019.1
Pages
439 - 448 (10page)

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The Effects of Hair Shop Employees' Communication Satisfaction on Turnover Intention and Customer Orientation
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Abstract· Keywords

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With diversification of communication system, efficient communication system has to be preceded within organizations to deliver correct information for business and service. Such clear communication has significant effects on customer satisfaction and service employees’ hospitality capability. The purpose of the present study was to look into the effects of employees’ communication satisfaction in a hair shop organization on turnover intention and customer orientation. After understanding the above-mentioned effects, this study also aimed to come up with useful results for practical application. To this end, a survey was carried out among 467 hair shop employees. SPSS 21.0 was used for descriptive statistics and reliability verification of the data collected from the survey. Additionally, Amos 21.0 was used to verify the casual relationship between variables with the structural equation model. Furthermore, frequency analysis, exploratory factor analysis, reliability analysis, confirmatory factor analysis, and structural equation were employed for statistical processing of the collected data. The results are summarized as follows. First, hair shop employees’ communication satisfaction had a significant positive effect on their turnover intention. Second, hair shop employees’ communication satisfaction had a significant positive effect on their customer orientation. Third, hair shop employees’ turnover intention had a significant positive effect on their customer orientation. Consequently, creating a smooth communication channel between the chairperson and the organization is necessary to weaken the turnover intention of the employees, thereby, inspiring attachment to the organization and increasing customeroriented attitude.

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References (41)

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Ahn CR / 2019 / Analysis on the influence relationship between jaycustomer behaviors and employee’s job attitude and organizational loyalty in hair shops : focused on moderating effects of emotional intelligence and social support google schola 방효진 / 2017 / 네일미용 종사자의 직무스트레스와 이직의도 / 대한미용학회지 13(4):351~359 Crossref 배수현 / 2016 / 근로자의 이직의도와 교육훈련내용의 직무연관성, 직무스트레스, 조직커뮤니케이션 및 직무 만족의 관계 / 직업교육연구 35(6):113~141 dbpia Chae SI / 1995 / Social science search methodology 2 / Hakhyun :241 google schola 조재근 / 2016 / 호텔 직원의 커뮤니케이션 만족이 직무열의에 미치는 영향: 자기효능감의 매개효과 / 외식경영연구 19(1):367~389 dbpia

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