미용서비스종사자의 직무소진에 영향을 미치는 요인에 관한 연구

Abstract

Beauty service industry becomes more valuable and profitable market because of improvement of the quality of life, alteration of economic behavior, and growing demands for high quality beauty services. Because of the fact that beauty service is one of the sectors which highly depend on human force, beauty service employees play the critical role in making customer loyalty and producing long-term revenue. So, it is important to make employees do their job providing proper service to meet each customer’s different needs and making value for them. In this regard, beauty service employees experience job stress due to job overload and too much time contacting with customer face-to-face. Eventually their job stress leads to job burnout and it causes negative result for customer and employer. As the result, the interest for job burnout of beauty service employees has constantly increased and also studies for job burnout have been preceded in beauty service industry. However, it is mainly conducted about customer satisfaction side, so there are no enough studies to research the factors influencing job burnout and their correlation. To fill this gap, this study examines the job stressor, job stress and job burnout using structural equation model. This study posits organizational characteristics, individual role, and interpersonal relationship as cause of job stressors based on prior studies and then tests which factor affect job stress and the relationship with job stress and job burnout. The model is tested via a survey of 236 beauty service employees who work in P franchise beauty salon. The results show that job environment, one of the organizational factors, has a positive effect on job stress. And role overload, one of the individual role factors, has a positive effect on job stress. Also both noncooperation and nonsupport, the interpersonal factors, have positive effects on job stress. Finally, the results show that job stress has a positive effect on job burnout. This study indicates causes and relationships of job stress and burn-out in labor-intensive beauty service.