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KMID : 1145120160140020159
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Asian Journal of Beauty and Cosmetology
2016 Volume.14 No. 2 p.159 ~ p.169
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Zone of Tolerance for Service Quality according to Type of Skin Care Shops
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Woo Seung-Hee
Park Chul-Ho
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Abstract
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Purpose: This study examined zone of tolerance related to service qualities of different types of skin care shops (general skin care shop, in-hospital skin care shop, and beauty total care center).
Methods: To analyze the data, SPSS Ver. 12.0 statistical package program was used, and frequency analysis, factor analysis, and Cronbach’s α coefficient calculation were performed as descriptive statistics for evaluating the zone of tolerance according to types of beauty salons.
Results: The result suggests that, regarding service quality according to types of skin care shops, waiting time, indoor convenience, staff, and atmosphere and reservation system provided service within the zone of tolerance, while outdoor convenience, price, and supplementary service did not reach it.
Conclusion: The findings suggest service quality of different types of skin care shops improved service quality by reducing waiting time as a result of using reservation system, improving comfort by renovating the interior, and bettering service by training the staff. However, as customers found the prices burdening, various efforts to offer price discount by using special events, membership, and card, for instance, will need to be made and, if such discount is implausible, it will be necessary to offer services that are suitable for the price.
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KEYWORD
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Zone of tolerance, Tolerance, Service, Skin shop, Skin care
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