프랜차이즈 헤어샵 종사자의 라포르가 감정노동 및 조직시민행동에 미치는 영향

Hair salon service cost increase, due to recent rise in prices, can be a huge burden to customers. In order to keep the existing customers, salon employees should voluntarily act to maintain lasting relationships with their clients to provide service that is equivalent to the increased price. This is a study on rapport, which means trust and empathy with customers, targeting franchise hair shops that provide well-organized service education. This study is to provide a foundation to improve customer satisfaction. This study was conducted based on previous studies and social issues on rapport, emotional labor, and organizational citizenship behavior, and is organized in the order of research necessity, theoretical background, research plan, and conclusion. The survey was conducted face-to-face, and frequency, factor, reliability, and regression analysis were conducted on the final 341 copies through the SPSS 21.0 statistical package program. This research shows that franchise hair salon employee’s rapport had a significant impact on their emotional labor, and the rapport had a positive impact on O.C.B(Organizational Citizenship Behavior). Although franchise hair salon employee’s emotional labor had a significant impact on O.C.B, it had a positive impact on internal behavior and negative impact on external behavior. Finally, franchise hair salon employee’s emotional labor was partially mediated between rapport and O.C.B. Therefore, franchise hair salon owners should help their employees form rapport with clients and pay close attention to the workers so that they can maintain positive emotional status to show more internal behaviors than external behaviors.