The Mediating Effect of Job Esteem on The Relationship Between Customer Misbehavior Experienced by Beauty Workers And Their Job Continuity

This study aims to verify the mediating effect of job esteem on the relationship between customer delinquent behavior experienced by beauty workers, who are subjected to longer and more frequent face-to-face interactions with clients compared to workers in other industries, and their job continuity. Correspondingly, this study surveyed 496 individuals between the ages of 20 and 50, who are currently working in the beauty service industry where building and maintaining customer relationships is crucial in an attempt to confirm whether cultivating job satisfaction and a sense of self-worth has a direct influence on job continuity. As a result of the analysis, customer misbehavior was found to have significant and negative impact on job esteem. The frequency of such experiences is inversely related to the level of job esteem; the more incidents of customer misbehavior, the lower the job esteem of the workers. On the other hand, job esteem was found to have significant and positive effects on job continuity, indicating that the job continuity of beauty workers would decrease due to the negative impact of customer delinquent behavior. However, this study revealed that experiencing customer misbehavior does not have directly impact on the job continuity of beauty workers. Instead, customer delinquent behavior was observed to have a less direct effect on job continuity compared to the influence of job esteem on job continuity, implying that the decrease in job esteem resulting from customer misbehavior affects job continuity. Thus, in order to improve job continuity among beauty workers, measures must be taken to enhance their job esteem. This can be achieved through several means, including fostering job value consciousness, implementing an effective organizational reward system, providing education on emotion control, maintaining a positive organizational culture that values emotional and psychological well-being, and operating human service systems while taking into account the individual's self-efficacy and self-esteem.