Hairdressing service failure, service recovery, and customer behavioral intentions - Taking SEM Analysis of Chain Hair Salon as an Example

• Main Authors: KAO,YU-HSUAN, 高銪漩
• Other Authors: CHEN,KAO-SHENG
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/anc63z

碩士 === 嶺東科技大學 === 流行設計系碩士班 === 107 === There are many studies on how to improve the service quality and customer satisfaction in the hairdressing industry. However, there are few studies on service failures and service remediation on customer behavior intention patterns. Therefore, this study investigates the customer service intentions in the hairdressing industry service error and service remediation, and discusses the effect of the service remediation of the customer after the service failure of the hairdressing service personnel can be accepted by the customer. In this study, the questionnaires were distributed to a well-known chain hair salon in the central region, such as: Yizhongdian, Hankoudian, Jingyidian, Fengdadian, etc. Firstly, the Liszt five-point scale was used for scoring. The SEM analysis method was used to carry out basic statistical analysis of each research variable, and then the overall model verification analysis was carried out. The data analysis uses SPSS and Amos18 software as the analysis tools, and uses the linear structure relationship model to analyze the relationship between service failures, service remediation and customer behavior intentions, and uses the analyzed data to make mistakes in the part to improve Negligence and mistakes in service to achieve quality improvement and create better service. Scoring, mainly to explore the remediation model and customer attitudes and behavioral intentions, and then use the linear structure relationship model to verify the hypothesis model of this study to determine the effectiveness of the remediation model. The results of the study confirm that service failure requires service remediation, service remediation has a positive impact on the behavior of customers' repurchase intentions, and repurchase intention has a positive impact on off-role behavior. It is expected that the results of this research can be used as a reference for remedial methods when service failures occur in the hairdressing industry.