의료미용종사자가 지각한 블랙컨슈머행동이 회복탄력성 및 고객지향성에 미치는 영향 = The Effect of Black Consumer Behavior Perceived by Medical Beauty Workers on Resilience and Customer Orientation

국문 초록 (Abstract)

본 연구는 의료미용종사자가 지각하는 블랙컨슈머행동이 회복탄력성과 고객지향성에 미치는 영향을 규명하여 블랙컨슈머행동으로 인한 감정소진을 효율적으로 대처하고 회복할 수 있는 방안을 제시하고자 한다. 블랙컨슈머행동의 억지행동과 갑질행동이 회복탄력성의 통제성과 긍정성에 영향을 미치는 요인으로 나타났으며, 블랙컨슈머의 갑질행동이 회복탄력성의 사회성에 영향을 미치는 것으로 확인되었다. 블랙컨슈머행동의 억지행동과 과다보상 요구행동을 고객지향성의 업무상자세에 정적(+) 영향을, 기만행동은 부적(-) 영향을 미치는 요인으로 확인되었으며, 블랙컨슈머행동의 억지행동과 갑질행동은 고객지향성의 개인적자세에 영향을 미치는 것으로 확인되었다. 의료미용종사자의 회복탄력성 중 통제성, 긍정성, 사회성은 고객지향성의 업무상자세와 개인적자세에 영향을 미치는 것으로 나타났다. 이러한 결과를 바탕으로 의료미용종사자들의 블랙컨슈머행동으로 인한 스트레스와 정신건강을 회복하는 방안을 모색하고, 회복탄력성을 강화시킬 수 있는 심리회복 교육프로그램을 제공함으로써 고객지향성 고취 및 실질적인 업무성과 향상에 도움이 되기를 바란다.

다국어 초록 (Multilingual Abstract)

The purpose of this study is to find the effect of the black consumer behavior perceived by medical beauty workers on resilience and customer orientation and to suggest a plan for efficiently dealing with and recovering from the emotional exhaustion made by black consumer behavior. To achieve them, from March 1 to April 15, 2023, this researcher had conducted a Naver online questionnaire survey with medical beauty workers at dermatologic clinics and cosmetic surgery clinics in Seoul and the metropolitan areas. A total of 291 data were used finally for analysis. Willful behavior followed by bossing-around behavior as subfactors of black consumer behavior most affected control and positiveness as subfactors of resilience. Bossing-around behavior as a subfactor black consumer behavior was found to influence sociality as a subfactor of resilience. The effect of black consumer behavior on customer orientation was analyzed. It was found that as subfactors of black consumer behavior, willful behavior and behavior of demanding overcompensation positively affected work attitude as a subfactor of customer orientation; deception behavior negatively influenced work attitude. Willful behavior followed by bossing-around behavior as subfactors of black consumer behavior most affected personal attitude as a subfactor of customer orientation. The effect of medical beauty workers’ resilience on customer orientation was analyzed. Control, positiveness, and sociality as subfactors of resilience influenced work attitude and personal attitude as subfactors of customer orientation. Based on the results, we hope to find ways to restore the stress and mental health of medical beauty workers due to black consumer behavior, and provide psychological recovery training programs to strengthen their resilience, which will help them improve their customer orientation and practical work performance.