변혁적 리더십이 제공하는 서비스품질에 미치는 영향에 관한 실증적 연구

다국어 초록 (Multilingual Abstract)

Abstract

Pragmatic study on the effect from the service quality offered by the innovative leadership
- centered on the beauty service industry -


Graduate School of Industry, Seokyeong University
Kang Seung-Hee majoring in Beauty service management


This study has the purpose for reorganizing the recognition frame on the leadership to prepare for the environmental change of the beauty service industry by reviewing the logical background for the leadership theory in order to find out and to develop the direction of the efficient service management of the beauty service industry, and then pragmatically investigating the leadership style for improve the service quality by deriving the sufficient motivation related to the job such as the pride and the edification of the correct vocational consciousness from the employees.
This study is the pragmatic one on the correlation between the manager's leadership style and the service quality caused from the vocational satisfaction of the employees. Five or more employees of each beauty parlor in Seoul have been surveyed for two weeks from 26th of October to 9th of November in 2009, and 186 questionnaires of 192 ones in total are used at this study, excluding 6 omitted or unfaithful ones. In terms of the demographical analysis on the collected questionnaires, the number of females(158) outnumbers the number of males(28) and the number of unmarried persons is 137(73.7%). As for the age distribution of the surveyed ones, the number of 20s is 109(over 50%), 36% of the surveyed ones has served at their positions for 5 years or longer while 29%(54 persons) shorter than one year and similarly 28.5%(53 persons) shorter than 3 years. As for the experience of the surveyed ones, 96 persons(51.6%) have the experience longer or equal to 5 years. The number of job-leavings representatively shows three times(45 persons, 24.2%) and once(43 persons, 23.1%) respectively.
In order to measure the validity and the reliability of the concept, the searching cause analysis and the reliability analysis are performed on the data. The VARIMAX method is used as the analysis method for the measured items to verify whether each asked item has the conceptual validity or not, and the Cronbach' α coefficient is used as the criteria verification method for the internal consistency on the surveyed items.
This study can be concluded based on these results as follows:
* It is the study on the effect caused from the vocational satisfaction by the innovative leadership.
The innovative leadership is strongly recognized by the employees with strong pride and faith, so it is the very progressive one which makes the employee change the value frame by himself or herself to create a new opportunity. It presents the various methods to satisfy the various intellectual needs of the employees caused from the continuous development and the change of the educational environment. Above all things, it is found that this leadership gives the significant effect on the vocational satisfaction for it enhances the understanding power and the rationality to improve the vocational ability and the problem-solving capability.
* It is the study on the effect caused from the service quality by the vocational satisfaction.
The vocational satisfaction the physical environment and the image(that is, the external appearance necessary for the service for the customers better) and performs the faithful service to correctly offer the service suitable for the customers' needs. The vocational satisfaction offers the service suitable for the unexpected needs of the customers and gives the customers the faith for the intellectual capacity, the courtesy, the honesty and the confidence of the employees. So, the vocational satisfaction is found to give the significant effect on the service quality because it grasps and manages the desire and the taste of the customers who want to be understood and known well.
The leader's capacity for improving the service quality is very important at the beauty service industry. In special, because the beauty service industry highly depends on the human resource, the role and the responsibility of the manager who plays the critical role at the beauty parlor are very important.
At this point, this study is expected to offer the useful frame that enables the owners and the mangers of the beauty parlor positively respond to various problems occurred from the beauty service field suitably for the environmental change, reorganizes the existing leadership frame for efficiently acting, and gives many precious helps for improving the service quality and for efficiently managing the human resource necessary to achieve the continuous managerial goal.

다국어 초록 (Multilingual Abstract)

Abstract

Pragmatic study on the effect from the service quality offered by the innovative leadership
- centered on the beauty service industry -


Graduate School of Industry, Seokyeong University
Kang Seung-Hee majoring in Beauty service management


This study has the purpose for reorganizing the recognition frame on the leadership to prepare for the environmental change of the beauty service industry by reviewing the logical background for the leadership theory in order to find out and to develop the direction of the efficient service management of the beauty service industry, and then pragmatically investigating the leadership style for improve the service quality by deriving the sufficient motivation related to the job such as the pride and the edification of the correct vocational consciousness from the employees.
This study is the pragmatic one on the correlation between the manager's leadership style and the service quality caused from the vocational satisfaction of the employees. Five or more employees of each beauty parlor in Seoul have been surveyed for two weeks from 26th of October to 9th of November in 2009, and 186 questionnaires of 192 ones in total are used at this study, excluding 6 omitted or unfaithful ones. In terms of the demographical analysis on the collected questionnaires, the number of females(158) outnumbers the number of males(28) and the number of unmarried persons is 137(73.7%). As for the age distribution of the surveyed ones, the number of 20s is 109(over 50%), 36% of the surveyed ones has served at their positions for 5 years or longer while 29%(54 persons) shorter than one year and similarly 28.5%(53 persons) shorter than 3 years. As for the experience of the surveyed ones, 96 persons(51.6%) have the experience longer or equal to 5 years. The number of job-leavings representatively shows three times(45 persons, 24.2%) and once(43 persons, 23.1%) respectively.
In order to measure the validity and the reliability of the concept, the searching cause analysis and the reliability analysis are performed on the data. The VARIMAX method is used as the analysis method for the measured items to verify whether each asked item has the conceptual validity or not, and the Cronbach' α coefficient is used as the criteria verification method for the internal consistency on the surveyed items.
This study can be concluded based on these results as follows:
* It is the study on the effect caused from the vocational satisfaction by the innovative leadership.
The innovative leadership is strongly recognized by the employees with strong pride and faith, so it is the very progressive one which makes the employee change the value frame by himself or herself to create a new opportunity. It presents the various methods to satisfy the various intellectual needs of the employees caused from the continuous development and the change of the educational environment. Above all things, it is found that this leadership gives the significant effect on the vocational satisfaction for it enhances the understanding power and the rationality to improve the vocational ability and the problem-solving capability.
* It is the study on the effect caused from the service quality by the vocational satisfaction.
The vocational satisfaction the physical environment and the image(that is, the external appearance necessary for the service for the customers better) and performs the faithful service to correctly offer the service suitable for the customers' needs. The vocational satisfaction offers the service suitable for the unexpected needs of the customers and gives the customers the faith for the intellectual capacity, the courtesy, the honesty and the confidence of the employees. So, the vocational satisfaction is found to give the significant effect on the service quality because it grasps and manages the desire and the taste of the customers who want to be understood and known well.
The leader's capacity for improving the service quality is very important at the beauty service industry. In special, because the beauty service industry highly depends on the human resource, the role and the responsibility of the manager who plays the critical role at the beauty parlor are very important.
At this point, this study is expected to offer the useful frame that enables the owners and the mangers of the beauty parlor positively respond to various problems occurred from the beauty service field suitably for the environmental change, reorganizes the existing leadership frame for efficiently acting, and gives many precious helps for improving the service quality and for efficiently managing the human resource necessary to achieve the continuous managerial goal.

목차 (Table of Contents)

• 목 차
• 제 1 장 서론 1
• 제 1 절 문제의 제기 1
• 제 2 절 연구의 목적 3
• 제 3 절 연구의 방법 및 구성 4
• 제 2 장 이론적 배경 5
• 제 1 절 리더십의 이론적 고찰 5
• 1. 리더십의 개념과 중요성 5
• 2. 리더십 이론의 접근방법 7
• 3. 리더십 유형 8
• 1) 거래적 리더십 8
• ① 조건적 보상 11
• ② 예외에 의한 관리 12
• 2) 변혁적 리더십 13
• ① 카리스마형 16
• ② 분발고취형 17
• ③ 개별적 배려형 18
• ④ 지적자극형 19
• 3) 감성적 리더십 20
• ① 자기인식 능력 21
• ② 자기관리 능력 21
• ③ 사회적 인식능력 22
• ④ 관계관리 능력 23
• 4) 관리적 리더십 23
• 5) 전략적 리더십 26
• ① 전략적 리더십의 개념 26
• ② 전략적 리더십과 조직성과 27
• 4. 리더십과 직무만족에 관한 선행연구 28
• 제 2 절 직무만족의 이론적 고찰 31
• 1. 직무만족의 개념 및 정의 31
• 2. 직무만족의 이론과 요인 32
• 3. 직무만족과 서비스품질에 관한 선행연구 33
• 제 3 절 서비스품질의 이론적 고찰 35
• 1. 미용서비스의 개념 및 특성 35
• 1) 미용서비스의 개념 35
• 2) 미용서비스의 특성 36
• 2. 서비스품질의 개념 및 특성 37
• 1) 서비스품질의 개념 37
• 2) 서비스품질의 특성 37
• 3. 서비스품질의 측정도구 및 결정요인 38
• 1) 서비스품질의 측정도구 38
• 2) 서비스품질의 결정요인 40
• 4. 서비스품질의 선행연구 41
• 제 3 장 연구의 설계 43
• 제 1 절 연구의 모형 43
• 1. 연구의 모형 설계 43
• 2. 자료의 분석방법 43
• 제 2 절 변수의 조작적 정의 44
• 1. 변혁적 리더십 44
• 1) 카리스마형 44
• 2) 분발고취형 44
• 3) 개별적 배려형 45
• 4) 지적자극형 45
• 2. 직무만족 46
• 3. 서비스품질 47
• 1) 유형성 47
• 2) 신뢰성 47
• 3) 응답성 47
• 4) 확신성 48
• 5) 공감성 48
• 제 3 절 연구가설의 설정 49
• 제 4 장 실증분석결과 50
• 제 1 절 표본의 특성 50
• 제 2 절 신뢰성 및 타당성 검정 52
• 제 3 절 가설 검정 56
• 제 5 장 결론 60
• *참고문헌 63
• *설문지 71
• *감사의 글
• 표 목 차
• <표 2-1> 리더십의 정의 6
• <표 2-2> 리더십 이론의 동향 8
• <표 2-3> 거래적 리더십 요인과 내용 11
• <표 2-4> 변혁적 리더십 요인과 내용 16
• <표 2-5> 변혁적 리더십과 거래적 리더십 20
• <표 2-6> 관리와 리더십의 비교 24
• <표 2-7> 서비스품질 측정모델의 비교 40
• <표 2-8> PZB의 서비스품질 결정요인 40
• <표 3-1> 연구모형 43
• <표 4-1> 표본의 인구통계학적 특성 51
• <표 4-2> 변혁적 리더십스타일에 대한 요인분석 결과 53
• <표 4-3> 직무만족에 대한 요인분석 결과 54
• <표 4-4> 서비스품질에 대한 요인분석 결과 55
• <표 4-5> 변혁적 리더십이 직무만족에 미치는 결과 57
• <표 4-6> 직무만족에 따른 서비스품질의 차이 59
• <표 4-7> 가설 검정결과 59