The Study of Hairdressing Practitioners Emotional Labor, Uncivilized Behavior of Customers, Emotional Extortion on Service Quality and Service Performance

• Main Authors: LUM, TUCK-CHENG, 林德政
• Other Authors: Wu, Jun-Yen
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/v479q5

碩士 === 環球科技大學 === 中小企業經營策略管理研究所 === 106 === The purpose of this research is to explore the relationship between the emotional labor, uncivilized behavior of customers, emotional extortion and service quality, service performance of hairdressers. The research is based on the beauty salons of middle region of Taiwan. Limited by manpower, material and time, the random sampling survey isn’t included in other region of Taiwan. The questionnaire survey were dispensed by visiting hairdressers working in hair salons. A total of 300 questionnaire were administered.The statistical methods applies in the study include descriptive statistics, independent sample t-test, one-way ANOVA, factor analysis, related analysis, regression analysis. The results are listed as follows: 1. Significant differences were found among emotional labor，uncivilized behavior of customers ， emotional extortion ，service quality and service performance based on different demographic variables of hairdressers. 2. Emotional labor, uncivilized behavior of customers and emotional extortion of hairdressers have significant positive correlations with and predictive power on service quality and service performance. Finally, according to the results of this research , some suggestions were proposed for the hairdressers and the future researchers hoping to benefit the development of hair and beauty industry in the future.