미용실 고객불평행동이 종사자의 직무스트레스와 이직의도에 미치는 영향

In this study, an empirical analysis was conducted to understand public dissatisfaction behavior and customer dissatisfaction behavior on behavioral complaint behavior as customer dissatisfaction behavior in beauty salons, and to find out the effect on job stress and turnover intention. The survey subjects were beauticians who are actually working, and a total of 302 copies were used for the final analysis by conducting a self-written questionnaire. For statistical processing, regression analysis was conducted using the SPSS 24.0 program. As a result of the analysis, customer dissatisfaction behaviors at beauty salons were derived as two factors: public dissatisfaction behavior and behavioral complaint behavior, and job stress and turnover intention were derived as one factor in a single dimension. It was found that job stress increased when the public dissatisfaction behavior and behavioral complaint behavior of the sub-factors of customer dissatisfaction behavior increased, and it was confirmed that the sub-factors of customer dissatisfaction had a negative (-) effect when the public dissatisfaction behavior increased, and the higher the behavioral dissatisfaction behavior, the higher the positive (+) effect. In order to prevent customer dissatisfaction behavior, it presents examples of types of complaints and response manuals and references, creates a program to improve the ability to complain behavior, experiences direct situations in advance through professional training and phase expansion periodically, and on the contrary, it takes the customer’s position and develops the ability to quickly grasp the customer’s psychology to educate them so that they can respond appropriately. Through this, positive effects can be expected by reducing job stress, and psychological stability can be supported by talking about experiences as a supervisor, comfort, and advice, and communicating complaints and concerns about daily work. Alternatively, if you invite people who are respected directly to the store and conduct on-site mentoring about their jobs through their lectures, you can expect a positive effect to reduce the impact of job stress and job turnover intention. It is also considered to be a meaningful study to find out more specific solutions and countermeasures to solve the job stress and job turnover intention of beauty salon workers.