thesis about beauty salon

Virtual Library
Editorial Board Member
Write For Us
Terms & Conditions
Refund Policy
Privacy Policy
June 9, 2021
Posted by: RSIS
Categories: IJRISS, Social Science

International Journal of Research and Innovation in Social Science (IJRISS) | Volume V, Issue V, May 2021 | ISSN 2454–6186

Service Quality and Customer Satisfaction among Beauty Salons

Rey Avila Mangarin 1 , Jennifer C. Gonzaga 2 1 The University of Mindanao (Panabo) 2 Dean of Business Education, Samal Island City College

Abstract: This study was conducted to determine the significant influence of service quality on customer satisfaction among beauty salons in a certain municipality of Davao del Norte, Philippines. A quantitative non-experimental descriptive-correlational design was employed in the study utilizing a convenient sampling technique among respondents distributed from six beauty salons each with a quota of 50 customers to rate for year 2019. Mean was used to measure the level of service quality and customer satisfaction while linear regression analysis was used in determining what domain of service quality significantly influence customer satisfaction among beauty salons. As a result, service quality was in high level which while customer satisfaction was in moderate level. It was also found out that there is a low positive significant relationship between service quality and customer satisfaction among beauty salons and that 9.06% of the customer satisfaction can be attributed to service quality. Further, only tangibles domain significantly influences customer satisfaction while the rest did not. Thus, service quality is recommended to be enhanced to achieve a high level of customer satisfaction.

Keywords: beauty salons, customer satisfaction, service quality

I.INTRODUCTION

Every morning, most people have different rituals of beautifying personally. It involves the daily shower and shave, the weekly nail trim and the monthly haircut. Beauty salon is an establishment that can provide and offer services for both men and women in enhancing their physical image. It offers various services like haircut, hair treatment, foot care and spa, manicure, pedicure etc. However, not all beauty salon can easily gain customers and increase profit due to the lack of information that should from their target individuals (Sena, 2014). Thousands of beauty care service providers have arrived all over the country in the last decade. The beauty salon industry started to enter the business world hence, customer satisfaction is affected. In order to comprehend the booming industry, understanding the perceptions of the consumers is essential to maintain its quality of giving service (Akter, 2008).

beauty salon Recently Published Documents

Total documents.

Latest Documents
Most Cited Documents
Contributed Authors
Related Sources
Related Keywords

The Effect of Hairdresser's Job Crafting on Customer Orientation and Work Performance

This study aims to understand the effect of salon selection factors on customer satisfaction and customer loyalty through SNS to provide marketing strategies to increase salon profits through SNS. In the SPSS 21.0 program, frequency analysis, factor analysis, reliability analysis, and multiple regression analysis were performed using data from the final 301 part of the questionnaire. The results of the survey are as follows. First of all, the characteristics of SNS were universal and tangible, divided into information, reliability, and beauty salon options. In addition, customer satisfaction and customer loyalty are divided into a single dimension. Second, it was reported that the more the latest information on SNS characteristics is recognized, the higher the customer satisfaction and customer loyalty are. Third, it was found that the more reliable objective information on the factors for selecting beauty salons through SNS was recognized, the higher customer satisfaction and customer loyalty were. Taken together, it is expected that a differentiated education system through SNS will be introduced, and sales will improve by positively affecting customer satisfaction and customer loyalty. In subsequent studies, more reliable studies are expected to be conducted through age diversification and segmentation of various variables.

Identification of Pathogenic Microbes in Tools of Beauty Salon in Jeddah City

Beauty salons may draw in customers with glamour; however, they could also be considered a major health issue. They can cause the spread of bacterial and fungal infections. The purpose of this research was to identify pathogenic microbes from beauty salon tools. Microorganisms from contaminated salon tools and cosmetic products were isolated using various selective media. Microbial isolates were identified based on their molecular and biochemical characteristics. The most common bacterial species isolated were Staphylococcus aureus, Staphylococcus epidermidis, Staphylococcus equorum, Microbacterium spp., Bacillus siamensis, Bacillus subtilis, Sphingomonas aeria, Macrococcus spp., Microbacterium oxydans, Brachybacterium spp., Micrococcus luteus, and Brachybacterium nesterenkovii. Fungal isolates included Penicillium spp., Aspergillus niger, Purpureocillium lilacium, and Aspergillus flavus. Overall, Staphylococcus spp. and A. niger were the most common organisms isolated from the samples. The presence of potential pathogens indicates that the tools used in salons have not been adequately sterilized and the high risk of diseases spread.

Transformação digital: um estudo de caso em um salão de beleza / Digital tranformation: study case in a beauty salon

Apesar do avanço da globalização, muitas empresas de pequeno porte ainda possuem certas dificuldades para adaptar-se às novas tecnologias, dessa forma, o objetivo deste artigo é fornecer metodologias para aprimorar a gestão empresarial de uma empresa de pequeno porte, por meio de um projeto de transformação digital. Para isso, foi escolhido um salão de beleza, localizado em Belém do Pará, onde foram feitos estudos nas áreas de gerência de projetos, gerência da qualidade e simulação de processos, e aplicadas ferramentas de cada uma delas. Na gerência de projetos, foram usadas ferramentas como Canvas Project, Estrutura Analítica de Projetos - para definir o escopo - e Cronograma. Para gerência da qualidade, foi elaborado indicadores com foco na satisfação do cliente no processo de atendimento. Por fim, na simulação de processos, o software ARENA foi usado para criar uma precisão do resultado das propostas apresentadas. Com isso, foi possível perceber que as ferramentas e softwares utilizados para viabilizar e gerenciar o projeto foram fundamentais para a sua execução, e o salão de beleza, o qual foi o objeto do estudo, foi beneficiado com a aplicação do sistema de gestão proposto.

Qualidade no atendimento e sua relação com a satisfação do cliente: o caso de um salão de beleza / Quality in customer service and its relation to customer satisfaction: the case of a beauty salon

Peran kapabilitas interaksi dan kreasi nilai bersama untuk meningkatkan kinerja pemasaran.

ABSTRACTThis study focuses on the role of Individual and Relational Interaction Capability in increasing Emotional and Social Value Co-Creation on Market Performance in beauty salon services. Value Co-Creation is one of the service organization's strategies in utilizing external resources from customers. This strategy is crucial because the performance of service organizations is mostly determined by the ability of the frontline staff who interact with customers during service meetings. This research belongs to explanatory research with a population of beauty salon customers in Central Java. The sample consisted of 203 customers, and it was determined using the purposive sampling technique. The author collects customer data through the distribution of offline and online questionnaires analyzed using SPSS 23.0-based regression. This study has proven that Emotional and Social Value Co-Creation can mediate between Individual and Relational Capability with Market Performance. Emotional and social values that are created together will be beneficial for the parties involved. For customers, interactions during the value co-creation process will increase their satisfaction because it can fulfill their needs and desires. This study has also shown the role of individual and relational capability in increasing customer willingness to engage in mutual value creation interactions.JEL Codes: D20, L10, M20.Keywords : individual interaction capability, relational interaction capability, emotional value co-creation, social value co-creation, market performance. ABSTRAKStudi ini fokus pada peran Individual dan Relational Interaction Capability dalam meningkatkan Emotional dan Social Value Co-Creation menuju Market Performance pada jasa salon kecantikan. Value Co-Creation merupakan salah satu strategi organisasi jasa dalam memanfaatkan sumberdaya eksternal yang berasal dari pelanggan. Strategi ini sangat penting karena performa organisasi jasa sangat ditentukan oleh kemampuan frontline staff dalam berinteraksi dengan pelanggan pada saat pertemuan jasa. Jenis penelitian bersifat explanatory research dengan populasi pelanggan salon kecantikan di Jawa Tengah. Ukuran sampel yang digunakan sebanyak 203 pelanggan. Teknik pengambilan sampel menggunakan pPurposive sSampling. Peneliti mengumpulkan data pelanggan melalui penyebaran kuisioner secara offline dan online. Alat analisis data menggunakan regresi berbasis SPSS 23.0. Studi ini telah berhasil membuktikan bahwa Emotsional dan Social Value Co-Creation mampu memediasi antara Individuasl dan Relational Capability dengan Market Performance Nilai emosional dan soscial yang dikreasikan bersama akan bermanfaat bagi pihak-pihak yang terlibat. Bagi pelanggan, interaksi selama proses value co-creation akan meningkatan kepuasannya karena kebutuhan dan keinginannya dapat terpenuhi. Studi ini juga telah membuktikan peran individual dan relational capability dalam meningkatkan keinginan pelanggan terlibat dalam interaksi penciptaan nilai bersama.

Selected factors determining the choice of cosmetic masks by cosmetologists

A very important issue in the practice of cosmetologists is the selection of an appropriate cosmetic mask at the end of each care treatment. Due to their effects, cosmetic masks can contain various active substances in different concentrations that are tailored to the needs of a given skin type. The aim of the study was to investigate what are the guidelines of cosmetologists while choosing cosmetic masks in a beauty salon and home care.

The Influence of Beauty-salon Relational Benefits on Continuance Intention in the Young Elderly

Transformação digital: um estudo de caso em um salão de beleza / digital transformation: study case in a beauty salon, effects of awareness of the beauty master compositional system on job satisfaction and turnover intention of beauty workers.

As the beauty industry grows and the level of beauty technology increases, companies must deploy highly qualified workers, among whom beauty salons are certificates obtained by the best technology hairdressers in the beauty field, but they require high technology, time and cost, but have low acceptance and recognition. Therefore, in this study, we sought to investigate the effect of beauty salon perceptions on compositional systems, job satisfaction and turnover intentions for general hairdressers, and analyzed a total of 289 copies using SPSS21.0 as a self-entry survey. First, female managers in their 40s, who earn more than 5 million won with more than seven years of experience, and secondly, the necessity, adequacy, complement, job satisfaction, and turnover were derived in a single dimension. Third, due to the effect of recognition of beauty functional systems on the composition of beauty functional testing systems, the higher the propensity for recognition, the higher the propensity for appropriateness, and the higher the propensity for subsidiarity. Fourth, job satisfaction showed a fifth definition relationship with a higher propensity for awareness, and a higher tendency for turnover meant a definition relationship with a higher propensity for awareness. As such, it is very important to raise awareness of beauty salons in order to develop the beauty industry and improve advanced technology, and efforts should be made to establish a system to revitalize the beauty salons' system on-site.

The Effects of the Consumer's Consumption Tendency on the Consumption Behavior of Customers visiting Hair salons

As Korea's economic leeway has increased through rapid economic growth, the past simple consumption patterns for food, clothing, and shelter have changed from consumption patterns that invest for quality of life. This change in consumption has also affected the beauty industry, and competition in the beauty salon industry is getting fiercer day by day. Accordingly, it is judged that it is necessary to study the consumption propensity and behavior of customers visiting beauty salons in the current situation. Therefore, this study was conducted to find out whether consumption propensity affects consumption behavior by filling out a questionnaire targeting people in their 20s and 40s who have visited beauty salons. We want to provide the necessary basic data.

Export Citation Format

Share document.

Academia.edu no longer supports Internet Explorer.

To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser .

Enter the email address you signed up with and we'll email you a reset link.

We're Hiring!
Help Center

Service Quality Assessment of Beauty Salons in Batong Malake, Los Baños Using Importance Performance Analysis

A beauty salon is a business that provides services for both men and women through beautification of their hair, nails or skin. This study aims to evaluate the service quality provided by beauty salons at Batong Malake, Los Baños, Laguna using Importance Performance Analysis (IPA). An online survey was conducted with 152 respondents through convenience sampling. The questionnaire consist of _ service attrbutes rated based on importance and performance. The mean ratings of each feature was obtained and plotted against the four quadrants of IPA matrix. 'Concentrate Here' is the main focus of the study where service features with high importance but low performance rating are located. It was determined that availability of service information, promptness of service, availability of internet connection and parking space must be improved.

Related Papers

othman altwijry , Muhamad Abduh

ruel muico , Joshua Noel Cañeda

Putting up a business has been a dream of many people. However, there are many aspects to be considered in entering the world of business, because every business has its own purpose. As known, the main purpose of business is to earn profit which funds the costs of operating the business as well as providing for the life needs of the proprietor. In addition, a business offers value through products and services to customers who pay for the value with cash or its equivalents. Businesses provide jobs for the people of a local community where it operates. It helps in the enhancement of the country’s international relation with other countries by means of investments, which lead to the improvement of the country’s economy. There are two types of business that people can choose from, the product-oriented business and service-oriented business. Both product and service-oriented businesses sell a product. But the ultimate difference between the two is that the product-oriented business actually sells a physical, tangible product, while the service-oriented business owners sell skills as the main product. The service-based businesses are the ones wherein work is performed in a professional manner by an individual or team for the benefit of the customers. The typical service-oriented businesses provide intangible products such as accounting, banking, consulting, cleaning, landscaping, education, insurance, treatment and transportation services. Service-oriented businesses rely on people and the client experience, which can be risky. On the other hand, product-based businesses can be assured that the product is going to be the same from customer to customer, making the customer’s experience fairly predictable, such as McDonalds, KFC, Ford Motor Company, Toyota Motors, Unilever and many more. As any business owner will tell, employees are one of the most important factors in any company. Whether the business is a large multinational organization or a small start-up that is just beginning to grow, the people you employ are absolutely vital. Because one of the major challenges for a start-up business is establishing reputation – ensuring that the company name is synonymous with good work, quality service and professionalism. With your employees acting as the face of the business, it is vital that the right people are on-board. It can take years to build a reputation and seconds to destroy one, so it is sensible to put procedures in place to protect the interests of the business and the employees in it. But in many instances even with the right people in the business there will be a scenario that can challenge the reputation of the business. The dictum that “Customers are always right!” is drilled into every young retail or hospitality worker, and has somehow made its way into the psyches of established business owners. It is used to convince customers that good service will be received from the company and to convince employees to give customers good service. It advocates that customer complaints should be treated seriously so that customers do not feel cheated or deceived. But the problem is, the customer is not always right, and always having this as a viewpoint can result in serious disservice to the business, employees, and customers. However, it was pointed out that customers can be dishonest, have unrealistic expectations that can lead to misunderstanding. The purpose of this study is to highlight the problems in the measurement of service quality, why the management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations.

Muhamad Abduh , Salina Hj. Kassim

Investigating Islamic banks customer satisfaction and switching behaviour is imperative for the Islamic banking industry because it could assist in explaining the level of relationship between Islamic banks and their customers. Accordingly, the present study is aimed at examining customer satisfaction and switching behaviour of Islamic banks’ customers for the case of Saudi Arabia. Data for this study is obtained through survey method that involves the distribution of questionnaire to about 216 Islamic banks’ customers in Saudi Arabia. Importance and performance analysis (IPA) method is employed to achieve the objective of this study. The finding of this study indicated that, internet banking, shariah compliance, confidentiality, bank’s type, accuracy of bank statement, new technology adoption, and front-line friendliness dimensions fall under the quadrant of “keep up the good work” with high level of performance and importance. In contrast, the attributes that are located in quadrant called “concentrate here” are ATM location, clarity in giving explanation, promptness in giving response, staff understanding on Islamic contracts, staff-handling complaints and parking area.

Muhamad Abduh

The landscape of modern financial institution has seen its dominance not only by conventional banks but also Islamic banking system. The intense competition brought about due to this development has earned service quality an important determinant of customer loyalty. As such this study is aimed at evaluating the service quality of Islamic banks, particularly in the UAE. The analysis is done using descriptive statistics and importance-performance analysis method. The finding shows that attributes plotted in quadrant “concentrate here” are speedy approval of financing proposal, speedy approval of opening new account, cost of services and products, and Islamic working environment. It shows that the performance of those attributes needs to be improved in order to maintain existing and attract new customers. Meanwhile, attributes plotted in quadrant “possible overkill” are internet banking and variety of the banking products. Hence, effective and efficient services are still considered as the main factors affecting customer satisfaction and bank management should wisely and carefully manage those attributes in the future.

Sharmin Sultana , TASNIM ISLAM

Everyone wants to be beautiful. One's beauty can be enriched with proper nourishment, treatment and care. For that reason beauty parlors have been established in cities and towns. It's a flourishing business in service sector. This study attempts to measure customer satisfaction on parlors in Chittagong city. A structured questionnaire is developed on SERVQUAL model. The survey is conducted among 100 respondents in 5 most popular beauty parlors in Chittagong. The purpose of the study is to identify customer perception on tangibility, reliability, responsiveness, assurance and empathy in beauty parlors in Chittagong and to evaluate the effect of service quality on customer satisfaction. The statistical tools SPSS is used to calculate the mean and linear regression analysis. The findings show that tangibility has the highest mean score among five factors. Moreover, tangibility factor has significant influence on customer satisfaction. Beauty parlors should consider these factors more to satisfy customer.

Justin Paul

A B S T R A C T Healthcare industry in developing countries has recorded high growth rate in the recent years. This study seeks to identify the most critical factors in hospitals related to service quality that will ensure survival and success in the future. This study was conducted using the data from the consumers who received services from 40 different private hospitals in Hyderabad, India. Tangibility, reliability, responsiveness, assurance and empathy (Service Quality dimensions), patient satisfaction and loyalty to the hospital were the variables considered for this study. A path analysis was done on AMOS V20 in order to compute path coefficients, direct and indirect effects of the variables on patient's satisfaction and also loyalty to the hospital. We found that reliability and responsiveness (not empathy, tangibility, and assurance) impact patients' satisfaction. Patient's satisfaction is directly related to patients' loyalty to the hospital. Marital status and age have no impact on the regression weights of the variables analyzed; however, it was found that to some extent gender does.

Influence of Quality Service on Customer Satisfaction

Ogony Samwel

Tourism industry is a key player in income earning and accounts for a size-able proportion of the national G.D.P. This paper focuses on the influence of quality service on customer satisfaction on the tourism industry in Kenya through a study that involves the use of descriptive survey research design. The analysis was done to determine the relationship between the service dimensions and customer satisfaction. These were fitted in regression model to help us identify the service dimensions that were independently related to customer satisfaction. This paper institutes basis for assuming that service quality is not the only factor determining customer satisfaction in a service sector and also that service quality dimension is an important tool of evaluating service quality by the customers.

Disaster Mugondi

Tesfaye Fentaw , endalkachew l , Tane Koloobalo

The concern of this research is assessing hotel service quality by using Importance performance Analysis (IPA) Model in the special focus of hotels in Bule Hora and Yabello town, Ethiopia. The study used cross sectional descriptive research design that employee quantitative method. The data were collected by using questionnaire. The respondents are identified by using convenient sampling method. The study revealed that, fourteen (14) service quality attributes are performed poorly by the hotels. However, these fourteen (14) attributes are important by the customers/visitors. Twelve (12) service quality attributes are high importance to the customers and high performance by the hotels. Six (6) were low importance and low performance. And two service quality attributes was highly performed and low importance. Background of the Study Studying customer's service is both important and difficult task. Its difficulty arises because of the unique characteristics of the service quality including intangibility, inseparability, perishability, heterogeneity. It's important is related with customers loyalty with necessary satisfaction, image building, increase business performance and etc (Chu and Choi, 2001). Among many scholars who define and describe service quality Gronroos (1978) suggests service quality has two components: technical quality and functional quality. Technical quality refers to what the service provider delivers during the service provision while functional quality is how the service employee provides the service. Parasuraman et al. (1988) define service quality as a difference between customer expectation of service and customers' perceptions of the actual service. From this definition customers are the sole judges of service quality. If they perceive it to be good service, then it is. They assess the quality of service their expectation to the service with perception/ actual service. Even several studies are conducted throughout the world still there is a room to work on service quality of country and culture specific because service quality of one culture may not be applicable to the other even with tourism industry itself (Salazar, 2010). Due to these reasons, the service qualities measured and assessed by using different methods. In recent time service quality in the hospitality industry measured and evaluated through the use of Importance Performance Analysis (IPA) method. The IPA method introduced in the late 1970s in the marketing research and used as a useful tool in other disciplines too (Wu & Shieh, 2009). It is a use full tool in the management insight to identify the organization strengths and weaknesses for improving the performance. So many researchers use IPA to studying customer's satisfaction to identify improvement opportunities and to guide strategic planning efforts (Wu &Shieh, 2009, 2010; Yavas & Shemwell, 2001). IPA has been used as a tool to evaluate service quality and applicable in educational organizations (IPA model is a technique that use to criteria that consumers use in making a choice. One criterion is the relative importance of attributes the other is consumer's evaluations of the offering in terms of those attributes (Kitcharoen K., 2004). Because the underlying assumption of the IPA technique is that customers' level of satisfaction with the attributes is mainly derived from their expectations and judgment of the product's or service's performance. Studying the importance performance of the hotels service considered as improving the quality of the services that delivered by the establishment (Chu and Choi, 2000)

Journal of Services Marketing

Elisabeth Robinot

Structural modeling of dissatisfaction, complaint behavior, and revisiting intentions in hairdressing services

Hye Won Lee 1 &
Mi Young Kim ORCID: orcid.org/0000-0001-8371-1972 2

Fashion and Textiles volume 7 , Article number: 7 ( 2020 ) Cite this article

7423 Accesses

2 Citations

1 Altmetric

Metrics details

This study aims to present a comprehensive model that effectively explains dissatisfaction, complaint behavior, and revisiting intentions of hair service consumers through an empirical analysis. In order to empirically verify the conceptual model, a questionnaire was developed based on previous studies and responses that were collected through an online survey agency. Subjects were Korean female consumers in their 20s to 50s who experienced dissatisfaction with hair services in the salons they visited during the past year. The conceptual model suggested in the theoretical research was analyzed empirically through the structural equation modeling (SEM) test and finally suggested after ordering, eliminating unnecessary paths. According to the results, dissatisfaction with the hair service significantly affects the complaint behavior and the revisiting intentions while the complaint behavior has a mediating effect between dissatisfaction and the revisiting intentions. Analysis showed that dissatisfaction with human response services and private complaint behaviors are the factors that most negatively influence revisiting intentions. It was confirmed that businesses should focus on the management of the customer service delivered by the employees and on word of mouth. Public complaint behavior was proven to increase revisiting intentions of consumers, needing more attention. This study aims to provide plausible reasons and objective materials to the establishment of a solid theoretical base for the research on dissatisfaction, complaint behavior, and revisiting intentions of hair service consumers. It is expected that the results of this study will help create differentiated marketing strategies for unsatisfied and complaining consumers.

Introduction

As a result of socioeconomic development and changing trends, aesthetic levels and consumer expectations are increasing, as are demands and consumption. Particularly, hairstyling has gained attention as it is considered a tool to express an individual’s sense of beauty that is easy to style and change. In an era when appearance and image are paramount as personal values, it is not surprising that hairstyling is considered important to represent identity as it can create diverse images and emphasize beauty (Lee 2009 ; Seo 2009 ).

Hair services are performed individually and consumers subjectively evaluate the services, being satisfied or unsatisfied. In other words, the same services can be evaluated differently according to the elements and levels involved. Furthermore, human services are difficult to standardize and vary depending on circumstances. In addition, it is not easy to evaluate a service beforehand and go back when the service proved to be unsatisfactory due to the diversity and complexity of hair services. Against this backdrop, it is expected that cases of dissatisfaction, complaint, and damage are increasing recently. The number of consumer damage cases received by ‘the Korea Consumer Agency’ related to hair services more than doubled, increasing from 199 in 2011 to 460 in 2017. The trend is evident in the fact that the cumulative total of counseling sessions for hair service dissatisfaction was 17,696 in ‘1372 consumer-counseling centers’ between January 2017 and January 2019, ranked 11th in the service industry. Unfortunately, there has been no adequate research on the reasons for dissatisfaction in the hair care business or even suggestions for improvement. Up until now, research has been limited to satisfaction with hair services with similar variables (Lee and Kim 2014 ). Therefore, systematic approaches to variables related to consumer dissatisfaction and suggestions for differentiated marketing strategies should be made based on the results of these researches.

As a combination of tangible and intangible services, hair services have been studied under different constructs by several researchers. However, it is undisputed that hair services include material and human aspects as well as hairstyling as a result of treatments. Dissatisfaction occurs when there is a gap between the quality expected and the quality received by consumers for each factor of the service (Gardial et al. 1994 ). This causes consumer complaint behaviors, such as negative word of mouth, direct appeal to the service provider, or appeal to public agencies (Kim and Lee 2015 ). Still, not all consumers express their dissatisfaction with complaint behavior; most of consumers do nothing about it (Kim 2008 ). It implies that there are numerous latent dissatisfactions among consumers. Consumer complaints should be considered not only as negative indicators but also as a valuable source of information for development, and should be seen as opportunities to improve the quality of services.

Considering the fierce competition in the hair service industry, repurchase is necessary for service providers because it is more profitable to retain customers than to win prospective consumers (Dube et al. 2009 ). Moreover, it has been found that consumers with complaint behavior experiences are more likely to make repurchases than those without (Baek and Lee 2009 ). Briefly, it is necessary to understand how dissatisfaction and complaint behavior of hair service consumers affect their revisiting intentions and examine what effects the complaint behavior has as a mediator between dissatisfaction and revisiting intentions.

This study aims to present a comprehensive model that explains dissatisfaction and complaint behavior of hair service consumers and prove it empirically. The factors of dissatisfaction with hair services and the types of complaint behaviors in which they result will be discussed in order to discover their influence in revisiting intentions. It is expected that the measures suggested to promote consumer revisiting will help the development of the hair services industry.

Literature review

Dissatisfaction with and complaints about hair services, dissatisfaction with hair services.

Customers’ expectations about hair services include several aspects, such as human services provided by hairstylists and other professionals, facilities, equipment, and environments. Hair service is a combination of different tangible and intangible interconnected service factors and consumer evaluation differs according to the individual construct and its levels.

According to Hwang and Hwang ( 2001 ), hair services can be divided into material services, such as tangibility, accessibility, and cleanness; human services, such as emotional consideration and competence of the staff; and policies, such as store management, reputation, credit card policies, and hairdressing technics. Kim ( 2004 ) also suggested that hair services include material aspects, staff, policies, and hairdressing technics. Kim ( 2010 ) stated that hair services constitute personal relationship, physical environment, and cosmetology skills in a study that examines the effects of hair services quality on customer satisfaction. Kim and Kim ( 2006 ) considered hair services in the dimensions of technique and technology and discovered that there are three factors of quality: technical, technological, and material. Jin ( 2010 ) confirmed that the quality of human and non-human services positively affects customer loyalty, revisiting intentions, and positive word of mouth. In a study analyzing the determinants of male customers’ satisfaction with hair salons, the following hair service constructs were identified: environment, friendly staff, customer management, and technique-related services (Jeong 2011 ).

The hair service constructs suggested in the aforementioned studies can be summarized into three groups of factors: product services related to hairdressing techniques, human services, and material services. Product services are a result of hair dressing services, while human services concern the services’ delivery process, and material services concern the environment in which the services are provided.

Lee and Kim ( 2014 ) categorized hair services into product services and non-product services. Product services are defined as services that have the function of a product and include cut, perm, coloring, styling, treatment, and shampooing. Non-product services include human and material services, while human services comprise hair care services and non- hair care service. In other words, human services are subdivided into hair care services, associated with hair care technics and emotional services, which integrates friendliness, response, and sympathy. This study divides human services into technical services and responses: friendliness and sincere attitude of employees are defined as human response services; services related to technics and results are defined as hairstyling services; material services comprise physical environments or services including facilities, equipment, tools, interior arrangement, and the atmosphere of the hair salon.

Although studies on customer dissatisfaction with hairdressing services have been conducted since Ryu’s ( 2005 ) study, there are very few of them. Most of the studies on hairdressing services do not extend beyond measuring the quality of hairdressing services and identifying their effects on satisfaction. Although some studies since 2010 have investigated dissatisfaction, the number of such studies is extremely small. Ryu ( 2005 ) revealed that there was a high level of dissatisfaction with price, quality, and waiting time when the subjects used hairdressing services. Kim ( 2009 ) analyzed the factors in customers’ dissatisfaction with hair salons in terms of surrounding environment, hairstyling, customer friendliness, service, internal and external environments, employee image, amenities, and price. Among other hairdressing services, a study on haircut services revealed that dissatisfaction with the service had a significant effect on complaint behavior (Moon 2014 ). Noh ( 2015 ) categorized hairdressing service dissatisfaction as human response, hairstyling, post-hairdressing service, and complaint. In addition, Lee ( 2017 ) classified the customer dissatisfaction perceived by hairstylists as quality, facility, service, hairstyling, and price.

Studies on consumer dissatisfaction with hairdressing services have mainly focused on analyzing the frequency or comparison with the average. Various dissatisfaction factors have been used by different researchers. As examined above, most of the factors included tangible material services, employees’ interpersonal human response services, or dissatisfaction with the hairstyle itself as a direct result of hairdressing services. Hence, as stated above, this study intends to examine customer dissatisfaction in three categories: material services, human response services, and hairstyling services.

Complaint behavior in hair services

Consumers revisit the establishments when they are satisfied with the result and the service delivery process but showed negative intentions about revisiting them when not satisfied (Lee et al. 2010 ). Such reactions to dissatisfaction, where consumers realize problems and make decisions about responses, can be considered as complaint behaviors (Angel et al. 1995 ). Consumer complaint behavior is becoming a necessary feedback mechanism in the field of marketing and one of the key elements to be understood in order to prevent sales reduction, unfavorable consumer attitude, and expenses (Nan 2008 ).

In general, complaint behavior includes behavioral and non-behavioral aspects (Park 2012 ). Earlier studies suggested a systematic classification of complaint behavior. Day and Landon ( 1977 ) offer a classification of consumer complaint behavior, based on a first distinction between no action and action, which further divides action into private and public action (Singh 1988 ; William and Teel 1983 ). No action means taking no actions at all; private action means warning friends or talking them out of buying, while public action includes seeking redress directly from the companies, taking legal action to obtain redress, or complaining to business, private, or governmental agencies. As some consumers complain through overt and covert behavior, it is essential to include non-behavior as an act of protest. This is also necessary to identify the overall composition of consumers’ complaints (Han 1996 ).

Previous researches on complaint behavior of hair service consumers are extremely rare; there has been only one research that classified and discussed complaint behavior (Kim 2013 ). The researcher divided complaint behaviors into two categories: active and passive. Behaviors such as demands for redress, legal action, request for refund or exchange, and third-party complaint are categorized as active complaint behaviors, while passive complaint behaviors include no action, stopping buying, or negative word of mouth.

Items and variables of all existing researches on consumer dissatisfaction of hair services included no action, private, and public complaint behaviors. In order to conduct an empirical analysis, this study established three dimensions of complaint behaviors: No action, which comprises taking no specific action or complaining; Private complaint behavior, which comprises spreading negative word of mouth to friends; and Public complaint behavior, which comprises seeking redress from the service provider or complaining to public organizations.

What is common among the above definitions of complaints is that complaint behavior is a consumer’s response to dissatisfaction (Joung 1998 ). Consumers’ complaint behavior is the result of a decision-making process where they are dissatisfied, after they are provided with a product or service (Park and Cho 2010 ). Consumers’ complaint behaviors reportedly increase when the price is high, it takes too long to search, or it is likely to cause physical harm (Han 1996 ). Hairdressing services are very important as they include a high level of consumer engagement, serve as a means of expressing oneself, and show a high level of visibility. Furthermore, as services delivered by human skill, it is difficult to standardize the quality of hairdressing services; they are delivered differently for different people on different occasions. Additionally, hairdressing services are more likely to invite dissatisfaction or complaints because the original condition is hard to restore once services have been delivered. Even if a business is customer-oriented and equipped with a strong customer satisfaction system, it cannot be perfect in all aspects, and there is a good possibility that dissatisfaction might occur at any step of the service (Nan 2008 ).

Studies on hairdressing services are largely conducted on satisfaction. Many studies have verified that consumers recommend hairdressing services to other people and communicate positively by word of mouth when they are satisfied with a service (Kim 2007 ; Park 2005 ). From these findings, it can be predicted that private complaint behaviors, or negative word of mouth, increase when consumers are dissatisfied. When a consumer has a negative experience with a service, they communicate by word of mouth to resolve the discomfort from their experience and to prevent others from using the service. Such private complaint behaviors are especially important because they are vivid and convincing and have a large ripple effect on consumers who have not yet used the service (Lim et al. 2011 ).

Empirical studies on the relationship between hair service dissatisfaction and complaint behavior are scarce. Moon ( 2014 ) analyzed dissatisfaction and complaint behavior in the hair-cutting process. The author showed that there is a correlation between dissatisfaction in general areas, such as the consultation process, service process, and cutting technique, and complaint behavior. Among them, dissatisfaction with the service process was found to have a significant effect on complaint behavior. Ryu ( 2005 ) showed that higher dissatisfaction with the hair service leads to more complaint behavior. Ryu argued that complaint behavior plays an important role in resolving dissatisfaction.

Kim ( 2009 ) analyzed the relationship between complaint behavior and the factors related to consumer dissatisfaction at hair salons. In case of dissatisfaction with internal and external environmental factors and cost-related factors, it was shown that consumers complained privately, but actively, about the inconvenience to people around them. It was shown that dissatisfaction with hair treatment factors and cost-related factors lead to customers using different hair salons. Dissatisfaction with environmental factors lead them to directly complain to employees or managers. In addition, it was shown that factors related to the environment, service, and the image of the employees had a significant effect on whether they were likely to take legal action to receive compensation, one of the dependent variables in the study. Dissatisfaction with charges led them to complain to the employees. However, dissatisfaction with the surrounding environment and the internal and external environment led to no response. Finally, dissatisfaction with factors related to the environment and the image of the employees led to active behavior of posting the inconvenience on the Internet.

Hair service consumers’ general and damage-related dissatisfaction, and consequent complaint behavior are on the rise. Consumers’ complaint behavior provides the opportunity to understand and deal with the contents of the complaint. Hence it should be used as an opportunity to identify problems related to complaints and to devise policy, development, and progress measures based on them.

From previous studies, we confirmed that dissatisfaction with hairdressing services works as a preceding variable for complaint behavior and that consumers show behavioral and non-behavioral responses when complaining. This study divided dissatisfaction with hairdressing services into material services, human response services, and hairstyling services while categorizing complaint behavior into no action, private complaint behavior, and public complaint behavior. We also predicted that dissatisfaction with hairdressing services would have an effect on complaint behaviors. As such, the following hypothesis has been established from the above:

Hypothesis 1

Dissatisfaction with hairdressing services will have a significant effect on complaint behaviors.

Dissatisfaction with material services will have a significant effect on no action.

Dissatisfaction with material services will have a significant effect on private complaint behavior.

Dissatisfaction with material services will have a significant effect on public complaint behavior.

Dissatisfaction with human response services will have a significant effect on no action.

Dissatisfaction with human response services will have a significant effect on private complaint behavior.

Dissatisfaction with human response services will have a significant effect on public complaint behavior.

Dissatisfaction with hairstyling services will have a significant effect on no action.

Dissatisfaction with hairstyling services will have a significant effect on private complaint behavior.

Dissatisfaction with hairstyling services will have a significant effect on public complaint behavior.

Intentions to revisiting hair service providers

Given the fierce competition among hair service providers, it is more effective to prevent existing consumers from leaving than to attract new consumers to achieve stable profits. Thus, companies can save marketing expenses and expect a steady generation of profit from positive word of mouth and repurchase of services by current customers (Dube et al. 2009 ). Repurchase intent is a key factor for a hair service provider to create sustainable profits and performance.

A substantial amount of research has confirmed that satisfaction with hair services increases revisiting intentions (Jeon and Jeon 2007 ; Jeong 2007 ; Song 2015 ). In contrast, consumer dissatisfaction also greatly affects their intentions to revisit; dissatisfied consumers are less likely to revisit the establishment than satisfied consumers (Choi 2015 ). Dissatisfaction and complaint behavior have negative influences on the maintenance of existing consumers. It is projected that dissatisfaction and complaint behaviors in the hair service industry also significantly and negatively affects the revisiting intentions of customers. The following hypotheses are established:

Hypothesis 2

Dissatisfaction with hairdressing services will have a significant effect on revisiting intentions.

Dissatisfaction with material services will have a significant effect on revisiting intentions.

Dissatisfaction with human response services will have a significant effect on revisiting intentions.

Dissatisfaction with hairstyling services will have a significant effect on revisiting intentions.

Hypothesis 3

Complaint behavior will have a significant effect on revisiting intentions.

No action will have a significant effect on revisiting intentions.

Private complaint behavior will have a significant effect on revisiting intentions.

Public complaint behavior will have a significant effect on revisiting intentions.

Research model and problems

Based on theoretical research, this study has established a research model as in Fig. 1 in order to examine the relationship among consumer dissatisfaction, complaint behavior, and revisiting intentions in the hairdressing service industry, as well as to identify the effects among variables. It intends to verify this model through structural equation modeling, as well as to check the suitability of the model. Then, it will verify the hypothesis by identifying the path and the influence of each variable.

Research model

Measuring tools

Dissatisfaction with hair services is divided into three dimensions: hairstyling services, human response services, and material services. For this study, the measurement items from the previous studies of Hwang and Hwang ( 2001 ), Park and Jang ( 2002 ), and Chung ( 2006 ) were modified and adjusted to 13 items. Complaint behaviors were categorized into the dimensions of no action, private complaint behavior, and public complaint behavior, which originated from the modification of ten items used in the studies of Han ( 1996 ), Hwang ( 2004 ) and Kim ( 2009 ). To measure revisiting intentions, three items were used adjusted from the studies of Song ( 2008 ) and Seok ( 2010 ). During the questionnaire survey, the subjects were instructed to recall an experience with a dissatisfactory hairdressing service and to respond about that service and any complaints they made at the time.

Data collection and analysis method

Three experts in fashion design and hairdressing reviewed and validated the questionnaire items, and a preparatory survey was conducted twice in September of 2016 in order to assess the adequacy of the items. Subjects are female consumers between their 20s and 50s who experienced dissatisfaction with hair services in the salons they visited during the past year. Data was gathered between October 24 and 30, 2016, by an online survey organization. A total of 570 responses were analyzed. SPSS 23.0 and AMOS 23.0 were used to conduct exploratory factor analysis, Cronbach’s α, confirmatory factor analysis, and structural equation modeling (SEM) verification.

Results and discussion

Exploratory factor analysis (efa).

In order to identify the dimensions of consumer dissatisfaction about the hair service, complaint behavior and revisiting intentions and verify the validity of the measuring tool, Exploratory Factor Analysis (EFA) was conducted as Principal Component Analysis using orthogonal rotation of Varimax. Cronbach’s α was used to verify the reliability of the factors; after the first round of factor analysis, three items considered to have decreasing reliability were eliminated and the remaining items were submitted to the EFA.

Then, the Kaiser–Meyer–Olkin (KMO) and Bartlett’s tests were conducted to test the sphericity of the dissatisfaction variables. The KMO test resulted in 0.813, while the Bartlett’s test resulted in less than 0.05, which is the minimum value to be suitable for a factor analysis. The dimension of hair service dissatisfaction constituted 10 items in three dimensions, and the criteria was 1 or higher. Factor 1 was composed of items that measure dissatisfaction with facilities, equipment, cleanliness, and sanitation of hair salons and was referred to as Dissatisfaction with Material Services. Factor 2 was constituted of items that measure dissatisfaction with unkindness of the staff and hairstylists and others related to customer service, was referred to as Dissatisfaction with Human Response Services. Factor 3 considered the hairstyle after the styling service and was referred to as Dissatisfaction with Hairstyling Services. The total explanatory power of total variance for the three dimensions was 76.210 and the reliability coefficient was 0.7 or higher in all dimensions, proving internal consistency. The KMO test result for complaint behaviors in hair services was 0.759 and the Bartlett’s test result was less than a significant level of 0.05, which is the minimum suitable for factor analysis. As for the first dimension of complaint behaviors in the hair services, three dimensions with the value of 1 or higher were extracted out of the 10 items after the factor analysis. Factor 1 was constituted of items related to complaints to consumer agencies or public organizations and request for refund or free services, and was referred as to public complaint behaviors. Factor 2 was constituted of items related to complaints to friends and families and was referred as to private complaint behaviors. Factor 3 was constituted of items regarding taking no action and was referred as to no action. The total explanatory power of the three dimensions was 78.901% and the reliability coefficient for all dimensions was 0.7 or higher.

The result of KMO test for revisiting intentions was 0.773 and the Bartlett’s test result was less than a significant level of 0.05, which is the minimum suitable for factor analysis. A factor analysis was conducted for three items by asking if respondents were willing to revisit the hair salon after experienced dissatisfaction with their services, and found it is unidimensional. Items included statements about the revisiting intentions and willingness to use the service in the future, and were referred as to revisiting intentions. The total variance explanatory power was 90.000% and the reliability was high with a α-coefficient of 0.944. The results can be seen in Table 1 .

Confirmatory factor analysis (CFA)

The AMOS 21.0 program was used to conduct the confirmatory factor analysis and verify the validity of the measurement variables used in this research. The factor structure was as follows: hair service dissatisfaction constitutes dissatisfaction about material, human response, and hairstyling services; hair service complaint behavior includes no action, private, and public complaint behavior; revisiting intentions have a single factor structure. The goodness of fit of the model was χ 2 = 614.490, df = 209, GFI = 0.913, NFI = 0.930, RMR = 0.038, RMSEA = 0.058, and AIC = 748.490, which are within the criteria of goodness of fit; GFI ≥ 0.9, NFI ≥ 0.9 RMR ≤ 0.05, RMSEA ≤ 0.1.

Results of the convergent validity test

Factor loading, significance, AVE, and construct reliability were reviewed in order to test the convergent validity of each factor. All factor loadings were 0.5 or higher at p < 0.001 and the C.R. value was 1.965 or higher. AVE was higher than 0.5, and construct reliability was higher than the reference value of 0.7, which guarantees the convergent validity for all the constructs (see Table 2 ).

Results of the discriminant validity test

Average variance extracted and squared correlation coefficient of variables were compared in order to test the discriminant validity of the variables. The result showed that the squared correlation coefficient of variables was higher than the AVE and that a discriminant validity was established among the latent variables (see Table 3 ).

Structural equation modeling (SEM)

Results of the structural equation modeling (sem).

Based on the theoretical study, a research model on complaint behavior of consumers unsatisfied with the hair service and loyalty towards the hair salon was tested using the SEM. The goodness of fit index of the model was χ 2 = 649.034, df = 212, GFI = 0.910, NFI = 0.926, RMR = 0.052, and RMSEA = 0.060, which is a satisfactory level. The analysis results revealed two paths: ‘dissatisfaction about material service → private complaint behavior’ and ‘dissatisfaction about material service → revisiting intentions’, which were lower than the significant level of 5% ( p ≤ 0.05). In order to complete the final model, the least significant path was eliminated in order to make all the paths significant. The final model, with no insignificant paths, was analyzed through the SEM method and the results are shown in Fig. 2 . The goodness of fit of the model was also satisfactory at χ 2 = 650.057, df = 214, GFI = 0.910, NFI = 0.926, RMR = 0.051, and RMSEA = 0.060.

Result of structural equation modeling (SEM) analysis

Dissatisfaction with material services did not support a path leading to private complaint behaviors or intention to revisit. This implies that it would not have an effect on negative word of mouth or intention to revisit, even when hairdressing service consumers are dissatisfied with material services such as a hair salon’s facility, interior, or equipment. Hairdressing businesses have standardized interiors, facilities, and equipment, as well as an increased quality of material services when part of a brand or franchise. In addition, material services can still be evaluated when customers have not personally received any service, and better access to information through the Internet and smartphones allows consumers to identify and select the material service level ahead of the time. More importantly, trust or loyalty to a hairstylist seemingly precedes material services, as hairdressing services are primarily based on hairstylists’ skills. According to the results of Chung ( 2006 ) study, which found that hair salon facilities did not have an effect on establishing human loyalty, it is inferred that consumers revisit a hair salon once human loyalty is established, even if they are dissatisfied with the material services. This is consistent with the aforementioned finding that showed no correlation between dissatisfaction with hairstyling services and dissatisfaction with material services.

Causal relationship (mediating effects) analysis

The effects decomposition was conducted in order to analyze the mediating effect of the complaint behavior between the customers’ dissatisfaction and the revisiting intentions in the hair service business. Direct and indirect effects between variables and total effects were identified and statistical significance was analyzed for direct and indirect effects.

The path coefficients were 0.208 for ‘dissatisfaction about material service → no action,’ − 0.294 for ‘dissatisfaction about human response service → no action,’ − 0.094 for ‘dissatisfaction about hairstyling service → no action,’ and 0.180 for ‘dissatisfaction about hairstyling service → private complaint behavior.’ The path coefficient was 0.249 for ‘dissatisfaction about material service → public complaint behavior’, 0.243 for ‘dissatisfaction about human response service → public complaint behavior’, − 0.087 for ‘dissatisfaction about hairstyling service → public complaint behavior’, 0.098 for ‘no action → revisiting intentions’, − 0.347 for ‘private complaint behavior → revisiting intentions’, and 0.214 for ‘public complaint behavior → revisiting intentions,’ which means that all the paths have direct effects only. In relation to consumer dissatisfaction about hair services through complaint behavior as a mediator to revisiting intentions, ‘dissatisfaction about material service → revisiting intentions’ has an effect of 0.074 only through indirect effects while ‘dissatisfaction about human response service → revisiting intentions’ has a direct effect of − 0.243 and indirect effect of − 0.070. In contrast, ‘dissatisfaction about hairstyling service → revisiting intentions’ has a direct effect of − 0.147 and an indirect effect of − 0.090, totalizing an effect of − 0.237. The indirect effects between no action and private complaint behavior or public complaint behavior were proven significant when being tested with the bootstrapping technique. In particular, the path ‘dissatisfaction about material service → revisiting intentions’ was mediated via no action and public complaint behavior, while the path ‘dissatisfaction about human response/hairstyling service → revisiting intentions’ was partially mediated via complaint behavior.

It was discovered that consumers tend to stay silent and take no actions even if they were unhappy about material aspects of the service, such as facilities of the hair salon, interior design and atmosphere, cleanliness, or equipment. However, consumers do not tolerate when employees are unfriendly or careless. Consumers of hair services are likely to spread negative word of mouth when they are disappointed with the hair stylists, staff of the hair salon, or the hairstyle itself. In addition, when they are not happy with the facilities of the salon, an uncomfortable atmosphere, an unsanitary environment, an inadequate equipment, or an unfriendly staff, they tend to resort to public complaint behavior in order to seek a solution. In contrast, when they do not like the finished hairstyle, it is unlikely that they present public complaint behaviors. The result of hair care or hair styling service totally depends on the stylist’s skills. When consumers are not satisfied with the hairstyle, they tend to resort to private measures, such as talking to the stylist at the salon, instead of making public complaints. It is understandable that customers do not rely on public complaints for fear of hurting the feelings of the responsible hairstylist, choosing to speak directly to them to resolve the situation.

According to the analysis, consumers being unsatisfied with material services do not affect revisiting intentions themselves, but increases revisiting intentions if mediated by no action or public complaint behavior. When hairstylists or staff of the hair salon are unfriendly or insincere, consumers tend to resort to complaint behavior; if it is a public complaint behavior, such as seeking redress or taking legal actions, it increases revisiting intentions of consumers. It is interpreted that the settlement of complaints through the public complaint behavior causes customers to revisit. In contrast, a private complaint behavior, such as rapping out a complaint to friends or family members or not acting in any way, further decreases their revisiting intentions. Moreover, when consumers are not satisfied with the hairstyle done, they do not revisit or have complaint behaviors, further curtailing the revisiting intentions.

Even when unsatisfied with the service, consumers tend to intend to revisit the hair salon when they let it go without doing anything, because what they were not happy about was not serious or important. In other words, they revisit the establishment when their problems are acceptable. In addition, when they complaint directly to the hair service provider or complain publicly to third parties, their revisiting intentions increase. This implies that it is important to let consumers officially express their dissatisfaction. In contrast, consumers do not use the hair service provider again when they complain privately about their dissatisfaction. The results are shown in Table 4 .

Based on the above results, hypotheses 1-1, 1-3, 1-4, 1-5, 1-6, 1-7, 1-8, 1-9, 2-2, 2-3, 3-1, 3-2 and 3-3 were adopted, while hypotheses 1-2 and 2-1 were dismissed.

This study aimed to establish a model that could identify and effectively explain the relationship among consumer dissatisfaction, complaint behavior, and revisiting intentions in the hair service business for a comprehensive analysis. The findings of the study can be summarized as follows.

First, the dimensions of hair services consumers’ dissatisfaction were identified as material service, human response service, and hairstyling service, and total variance was of 76.210%. The types of complaint behavior expressing dissatisfaction with hair services were no action, private complaint behavior, and public complaint behavior, with the explanatory power of 78.901%. It was revealed that revisiting intention is unidimensional, with a total explanatory power of 90.000%.

Second, the confirmatory factor analysis was conducted in order to verify if all constructs can be stably separated. The results showed that the goodness of fit satisfied the standards and proved suitable based on logical foundation. Construct validity and discriminant validity have also been satisfied.

Third, the conceptual model suggested in the theoretical research was empirically analyzed through the SEM test. Then, the final model was suggested by the ordering of paths and the mediating effects were analyzed in order to confirm the direct and indirect effects of the paths among the variables. According to the results, dissatisfaction about material services positively affects ‘no action’ and public complaint behavior, and direct paths from dissatisfaction with material service to revisiting intentions proved insignificant and mediated via complaint behavior. Furthermore, dissatisfaction with human response services negatively affects ‘no action’ and revisiting intentions, and positively affects private and public complaint behaviors. The path from dissatisfaction with human response services to revisiting intentions was partially mediated via complaint behaviors. In addition, dissatisfaction about hairstyling service negatively affects no action, public complaint behavior, and revisiting intentions and positively affects private complaint behaviors. The path from dissatisfaction with hairstyling services to revisiting intentions was partially mediated via complaint behaviors. In addition, no action and public complaint behavior positively affects revisiting intentions, while private complaint behavior negatively affects revisiting intentions.

This study has some implications. First, unlike most preceding studies on hair services focusing on consumer satisfaction, this study pays attention to dissatisfaction and complaint behavior of consumers.

Second, the dimensions and constructs of hair service dissatisfaction and complaint behavior were identified in order to prove their reliability and usefulness.

Third, unlike preceding studies, the paths and influences among consumer dissatisfaction, complaint behaviors, and revisiting intentions were examined, and the relationship among them was comprehensively discussed. The effects of dissatisfaction and complaint behaviors on revisiting intentions of consumers, with and without the mediating effect of complaint behaviors, were identified in order to analyze the relationship between internal dissatisfaction of consumers and complaint behavior, and how they constitute the whole structure.

Fourth, the results revealed that hair service providers should focus primarily on the human response aspects of the service delivered by the staff. Active efforts to improve customer service will be an effective measure to increase consumers’ revisiting intentions. It is recommended to create customer service guidelines in order to standardize the appearance, outfit, and languages, and to provide Customer Service education. Dissatisfaction with hairstyling services was also found to lower the intention to revisit the service. Hence, as hairstyling itself is key in hairdressing services, it would be important to continuously train and manage hairstylists so that their skills are improved. It would be equally important to recognize that a systematic training system is essential for customer satisfaction and employee management and to maintain the system firmly in place.

Fifth, private complaint behaviors, out of complaint behavior variables, proved having the greatest negative effect on revisiting intentions of consumers. Hair service providers should be aware of the importance of the word-of-mouth management and create an atmosphere where consumers feel free to express what they are not happy about instead of going back without saying anything. In particular, there is a need to focus on employee friendliness and skill so that dissatisfaction with human response services and hairstyling services does not lead to private complaint behavior. It is also important to diversify the channels through which they can communicate their dissatisfaction effectively and to create measures to double-check the customer complaints.

Sixth, it was discovered that public complaint behaviors of consumers increase their revisiting intentions. This is because dissatisfaction can be settled and problems can be solved through public complaint behaviors, which in turn make customers return. The findings show that it is necessary to lead consumers to make public complaints. For this, complaints desks with easy access should made available to customers.

Availability of data and materials

Not applicable.

Angel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer behavior (8th ed.). Forth Worth: The Dryden Press.

Google Scholar

Baek, B. S., & Lee, Y. G. (2009). Determinants of consumer complaint behavior: A comparison of Korean and U.S. consumers. Journal of Consumer Studies, 20 (3), 75–98.

Choi, B. Y. (2015). Customer’s perceived gap between satisfaction and importance in company cafeteria selection attributes influencing on Repurchasing intentions and customer switching intentions . Unpublished master’s thesis, Sejong University, Seoul, Korea.

Chung, H.-S. (2006). Hairdressing service consumers’ dualistic loyalty to service person and store . Unpublished doctoral dissertation, Seoul National University, Seoul, Korea.

Day, R. L., & Landon, E. L. Jr. (1977). Toward a theory of consumer complaint behaviour, Consumer and industrial buying behaviour , AG Woodside, J N Sheth and P D Bennett, eds, NY North-Holland.

Dube, J.-P., Hitsch, G. J., & Rossi, P. E. (2009). Do switching costs make markets less competitive? Journal of Marketing Research, 46 (4), 435–445.

Article Google Scholar

Gardial, S. F., Clemons, D. S., Woodruff, R. B., Schumann, D. W., & Burns, M. J. (1994). Comparing consumers recall of prepurchase and postpurchase product evaluation experiences. Journal of Consumer Research, 20 (4), 548–560.

Han, K. S. (1996). A study on consumers’ complaint behavior . Unpublished master’s thesis, Kyonggi University, Gyeonggi-do, Korea.

Hwang, H. K. (2004). A study on complaining behaviors toward beauty care service: Focused on centered on female consumers in Busan . Unpublished master’s thesis, Seoul: Sook-Myung Women’s University.

Hwang, S.-A., & Hwang, S.-J. (2001). A study on service quality and consumer satisfaction of beauty parlor. Journal of the Korean Society of Costume, 51 (8), 171–183.

Jeon, Y. J., & Jeon, O. J. (2007). A study on men’s satisfaction and intention to revisit beauty shop service. Journal of the Korean Society of Clothing and Textiles, 31 (5), 826–835.

Jeong, E. –J. (2011). The deciding factor of customer service satisfaction when choosing salons: Focusing on male customers between the ages of 20 and 40 . Unpublished master’s thesis, Sook-Myung Women’s University, Seoul, Korea.

Jeong, M. Y. (2007). A study on the effects of service quality on repurchase intention - based on beauty service industry . Unpublished master’s thesis, Seokyeong University, Seoul, Korea.

Jin, Y.-M. (2010). The actual uses of barbershops or beauty salons and the influence of the service quality on customer satisfaction and customer loyalty . Unpublished doctoral dissertation, Seokyeong University, Seoul, Korea.

Joung, K. A. (1998). An integrated model of consumer complaining behavior . Unpublished doctoral dissertation, Keimyung University, Daegu, Korea.

Kim, E. H. (2004). A study on the effects of beauty service quality on beauty parlor clients’ loyalty to the parlor . Unpublished master’s thesis, Hansung University, Seoul, Korea.

Kim, H. J. (2008). Research of different types of restaurants and their credibility, dissatisfied customers, behavior cased by dissatisfaction expectations of compensation and demands of compensation . Unpublished master’s thesis, Silla University, Gyeongsangnam-do, Korea.

Kim, J. E. (2009). A study on customers’ complaint behavior against hair shop . Unpublished master’s thesis, Kyung Il University, Gyeongsangbuk-do, Korea.

Kim, J. H. (2010). The effect of hairdressing service quality, service value and employee’s attractiveness on the customer satisfaction . Unpublished master’s thesis, Daegu University, Daegu, Korea.

Kim, M. J. (2007). Research about an actual condition of using a beauty salon and relations of a service quality, a customer satisfaction, a customer loyalty . Unpublished master’s thesis, Kon Kuk University, Seoul, Korea.

Kim, S. H. (2013). The effect of beauty service step failure and customer participation activities on dissatisfactory emotion and complaint behavior—individuals with experience of beauty service dissatisfaction as subjects . Unpublished master’s thesis, Seokyeong University, Seoul, Korea.

Kim, S.-N., & Kim, K.-I. (2006). A study on the effect of the perceived beauty service quality on the purchase intention. Journal of Fashion Business, 10 (1), 106–119.

Kim, Y. J., & Lee, S. S. (2015). Family and environment research: Effect of consumers’ awareness in store and determinants of consumer complaint behavior on consumer complaint intention: Focus on super stores and traditional markets. Family and Environment Research, 54 (2), 119–130.

Lee, H. S., Ahn, G. H., & Ha, Y. W. (2010). Consumer behavior (5th ed.). Seoul, Korea: Bobmunsa.

Lee, H. W., & Kim, M. Y. (2014). Hairdressing service concept framework and the analysis of previous study on consumer satisfaction of hairdressing service. Journal of the Korean Society of Cosmetology, 20 (1), 127–137.

Lee, K. M. (2017). A study on complaint processing manual at customer dissatisfaction in the beauty industry . Unpublished master’s thesis, Youngsan University, Gyeongsangnam-do, Korea.

Lee, O. S. (2009). Studies of women’s hairstyle attitude and recognition . Unpublished master’s thesis, Sook-Myung Women’s University, Seoul, Korea.

Lim, J. W., Kim, J. I., Hong, S. T., & Lee, Y. J. (2011). Consumer behavior-3rd edition . Seoul, Korea: Kyung Moon Sa.

Moon, S. H. (2014). Hair cut after the procedure dissatisfaction and complaining behavior. Unpublished master’s thesis, Kwangju Women’s University, Gwangju, Korea.

Nan, W. (2008). The impact of prevention goal and promotion goal on negative consumption emotions and behaviotal responses — focused on disappointment and regret . Unpublished master’s thesis, Chung Nam National University, Chungcheongnam-do, Korea.

Noh, Y. J. (2015). Effect of benefits sought from hair services via social commerce network on dissatisfaction & brand/service evaluation . Unpublished master’s thesis, Seokyeong University, Seoul, Korea

Park, E. J., & Jang, Y. Y. (2002). Service quality and consumer satisfaction in beauty service; Relating to the outcome quality and the process quality. The Research Journal of the Costume Culture, 10 (4), 350–363.

Park, J.-S. (2005). Relations between customer satisfaction, store loyalty and word - of - mouth in beauty service . Unpublished master’s thesis, Kyung Hee University, Seoul, Korea.

Park, J. W. (2012). A study on customer complaint behavior intention by the restaurant service delivery process failure — focusing on moderating effects of customer’s participating behavior & purchase frequency . Unpublished doctoral dissertation, Sejong University, Seoul, Korea.

Park, S. K., & Cho, N. H. (2010). Consumer post-purchasing behavior of internet shopping -Focusing on dissatisfaction and complaint behavior. The Research Journal of the Costume Culture, 18 (2), 217–228.

Ryu, M.-H. (2005). Consumer complaint behavior over dissatisfaction with beauty salon services. Journal of Korean Home Management Association, 23 (4), 79–89.

Seo, G. W. (2009). Satisfaction investigation of hair consultation through customer image tributary . Unpublished master’s thesis, Chung-Ang University, Seoul, Korea.

Seok, Y. N. (2010). The effect of service quality in beauty salons on customer satisfaction and revisit intention . Unpublished master’s thesis, Seokyeong University, Seoul, Korea.

Singh, J. (1988). Consumer complaint intentions and behavior; definitional and taxonomical issues. Journal of Marketing, 53 (January), 93–107.

Song, E. Y. (2015). A Study on the effects of service quality on customer satisfaction and revisit intention — focus on hair salon . Unpublished master’s thesis, Seokyeong University, Seoul, Korea.

Song, Y. S. (2008). Relationship among internal marketing, internal customers’ satisfaction, service Quality, and revisit intention in the beauty service company . Unpublished doctoral dissertation, Pai Chai University, Chungcheongnam-do, Korea.

William, O. B., & Teel, J. E. (1983). Selected determinant of consumer satisfaction and complaint report. Journal of Marketing Research, 20 (1), 21–28.

Download references

Author information

Authors and affiliations.

Researcher, Department of Clothing, Gachon University, 1342, Seongnam-daero, Sujeong-gu, Seongnam-si, Gyeonggi-do, Republic of Korea

Hye Won Lee

Professor, Department of Clothing, Gachon University, 1342, Seongnam-daero, Sujeong-gu, Seongnam-si, Gyeonggi-do, Republic of Korea

Mi Young Kim

You can also search for this author in PubMed Google Scholar

Contributions

HL is the leading author of this article, originated the research idea, conducted the data analysis and drafted the manuscript. MYK guided the design of the study, and finalized the manuscript. Both authors read and approved the final manuscript.

Corresponding author

Correspondence to Mi Young Kim .

Ethics declarations

Ethics approval and consent to participate.

This research was conducted in ethical way, under the approval and supervision of Gachon University (1044396-201610-HR-081-01) Institutional Review Board. Also Written informed consent was obtained from the participants.

Competing interests

The authors declare that they have no competing interests.

Additional information

Publisher's note.

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Rights and permissions

Open Access This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/ .

Reprints and permissions

About this article

Cite this article.

Lee, H.W., Kim, M.Y. Structural modeling of dissatisfaction, complaint behavior, and revisiting intentions in hairdressing services. Fash Text 7 , 7 (2020). https://doi.org/10.1186/s40691-019-0191-3

Download citation

Received : 04 November 2018

Accepted : 14 September 2019

Published : 25 February 2020

DOI : https://doi.org/10.1186/s40691-019-0191-3

Share this article

Anyone you share the following link with will be able to read this content:

Sorry, a shareable link is not currently available for this article.

Provided by the Springer Nature SharedIt content-sharing initiative

Hairdressing service
Dissatisfaction
Complaint behavior
Revisiting intentions

Literature review finds barber shops, beauty salons to be effective venues for promoting health education

July 7, 2014

Barbershops and beauty salons have long been seen as excellent venues for handing out health information and increasing community awareness. But how effective are these settings at getting the word out and improving health outcomes?

Much of Linnan’s own research involves dissemination of health information through salons and barber shops. Here, Donna Hooker, proprietor of Donna’s Hair Salon, in Sanford, N.C., talks with a customer about how to prevent falls. Linnan and colleagues have worked closely with Ms. Hooker and other barber shop and salon owners to share health information with people who otherwise might not have access to it.

Laura A. Linnan ScD, professor in the UNC Gillings School of Global Public Health’s Department of Health Behavior and a member of the UNC Lineberger Comprehensive Cancer Center, and her colleagues conducted the first synthesis review of the literature on outcomes associated with barbershop and beauty salon-based activities.

The results, published in the July print issue of the American Journal of Preventive Medicine , provide important insights about how to best use these settings as places to share health information.

The study also provides valuable information about future programs, activities and research that can be done by collaborating with shop owners, barbers and cosmetologists and their customers to address health concerns in these community settings.

Using PubMed and other secondary search engines, Linnan and her team uncovered 54 studies published in the past 14 years that described efforts to recruit people to join a program or research study, promote various health topics or learn how to work within beauty salons and barbershops to conduct public health activities.

The team found a growing literature describing how researchers and practitioners recruit, develop, intervene and evaluate health programs in beauty salons and barbershops. Some of the studies were labeled “formative” — i.e., they helped establish the foundation for how to work within these settings. More than half of the papers described ways to recruit individuals into studies that occur in the salons and barbershops or that take place outside of these settings.

The studies showed high levels of success, particularly in recruiting minorities.

The remaining papers described “intervention studies,” nearly 75 percent of which yielded statistically significant results on the primary health outcome studied. These studies targeted mostly racial/ethnic minority groups and focused on a variety of health topics, such as cancer, hypertension and diabetes, and explored the extent to which intervention studies achieved intended health outcomes.

Linnan labeled these results promising, but specified a need for more rigorous research designs.

The review suggests that intervention and recruitment efforts could benefit from more collaboration between researchers, shop owners and their customers. Barbershops and beauty salons are excellent settings for reaching populations who suffer disproportionately from a wide range of health disparities. While evidence of intervention effectiveness is growing, Linnan emphasized the need for more research to better understand which topics and types of interventions are best-suited for salons and shops, given the timing, complexity, and resources and access required to achieve desired health outcomes.

Joining Linnan in the study were Heather D’Angelo, doctoral candidate in health behavior at the Gillings School, and Cherise B. Harrington, PhD, former UNC Lineberger health disparities postdoctoral fellow and now assistant professor in the School of Public Health and Community Services at George Washington University.

Use this form to submit news, events and announcements to be shared via our newsletter and digital screens.

View and download the visual elements associated with the Gillings School.

For the use of our faculty, staff and students, the School offers the following PowerPoint template, which can be modified as needed.

This form allows faculty and staff to create a new web profile or update a current one.

This form enables Gillings School representatives to submit requests for website edits.

Three Gillings students named 2024 Community Engagement Fellows

Information for:.

Supported by

Most Styles-ish

7 Unforgettable Dogs at Westminster

The dog show can have only one winner, but each canine in contention for the title stood out in their own right.

Share full article

A black dog with long hair is brushed by a woman in a light-colored suit.

By The Styles Desk

Only one dog can win best in show at the Westminster Kennel Club Dog Show , and this year the honor went to Sage, a spectacularly coifed miniature poodle whose main-character energy was hard to ignore. But what of the dogs she defeated?

Seven dogs entered the final round, each representing distinct canine groups: herding, working, hound, terrier, toy, sporting and non-sporting. (Don’t ask what “non-sporting” means; theoretically the group could just be labeled “other.”) The dogs were big and small, fast and slow, excited and phlegmatic — a dizzying range of canine pulchritude and behavior.

Each dog was judged on how well they adhered to the Platonic ideal of their breed. But even the losers were winners. Here’s a look at what made the seven finalists champions in their own right, and impossible to forget.

Mercedes: Most Likely to Succeed (Next Year)

Let’s be honest here. Some of the dogs in the final round looked less like dogs and more like clients of a beauty salon staffed by celebrity stylists who had watched “Zoolander” one too many times. But Mercedes, the magnificent 4-year-old German shepherd bitch who took reserve best in show — that means second place — was all dog. Sadly, she had no chance to demonstrate her prowess at herding, the group to which she belongs. But she cavorted around the ring as if she owned the place and genuinely seemed to be having fun, which was more than you could say for a lot of the dogs. Mercedes’s joy and sense of humor were infectious. We hope she comes back in 2025.

Sage: Most Likely to Cancel a Date to Wash Her Hair

It takes a lot of work — and a lot of product — to tame your hair into the sort of gravity-defying, topiary-evoking extravaganza expressed so perfectly by Sage, a miniature poodle, who was this year’s Westminster champion. Never mind that Sage had to be carried into the ring by her devoted handler for the final round, haughty as an empress, while the other dogs — including Comet, with his much shorter legs — entered the usual prosaic way, by jogging without assistance. (Maybe this is why miniature poodles belong to the non-sporting group.) Sage’s mysterious allure and amusing gait — when she did bestir herself to move, it was in a kind of dainty, reluctant trot — stole the judge’s heart, if not America’s.

Louis: Most Supermodely

The hound group had won best in show in consecutive years at Westminster, and while Louis, a 6-year-old Afghan hound, couldn’t quite live up to those expectations, he left everyone feeling like they could do more with their look. His long and lustrous black hair was worthy of a shampoo commercial, or a 1980s rock band.

Monty: Most Likely to Petition for a Four-Day Work Week

In real life, dogs from the working group are meant to do specific human-adjacent jobs, and giant schnauzers are no exception. According to the American Kennel Club, they’re regularly used in police, military and search-and-rescue work. Monty, a 3-year-old who entered Westminster as the top-ranked show dog in the United States, looks more like a white-collar worker. He bore his loss with the sort of dignity and self-possession you would expect from a giant in his field (of schnauzers).

Comet: Most Impractical

The dogs of Westminster are judged on how well they meet the specifications of their breed, not whether they’d be up for a game of fetch. So Comet, a 3-year-old Shih Tzu, can be forgiven for exuding an air of luxury, rather than one of utility. He’s from just outside Toledo, Ohio, but the toy group champion seems like he’d be at home in one of the extremely tall apartment buildings in midtown Manhattan.

Micah: Most … Sporting?

The groups, for the most part, make sense. Toy dogs are small, working dogs work, herding dogs herd. The sporting group has plenty of dogs that live up to the name — golden retrievers and labradors are wildly popular as active pets. But Micah, a 2-year-old black cocker spaniel, looks more like a puppy wearing his mom’s mink coat than a hunting companion.

Frankie: Most Ready to Rumble

Even the working dogs tend toward fancy at dog shows, and the terriers — by far the dominant group in Westminster history — have plenty of dogs that are somewhere between delicate and nervous. But Frankie, a 3-year-old colored bull terrier, stood out in her very crowded group by looking like she could easily wrestle toys away from the other dogs at the park. Maybe Canada’s cold winters have toughened her up?

Sarah Lyall and Benjamin Hoffman contributed reporting.

Inside the Westminster Dog Show

Here are more good reads about good dogs..

Up Close and Personal: The Westminster Dog Show is a flurry of activity, but stopping to take a close look reveals what makes breeds unique .

Behind the Curtain: We spent the leadup to the final event at the 2020 event backstage at Westminster. This is what we saw .

Becoming a Judge: For these canine experts, an invitation to pick the Westminster winners is an honor — and a serious responsibility. Here’s what it takes to do the job .

Quiz: Do dogs really look like their owners? Put the theory to the test by trying to guess which prize pup belongs to which human .

IMAGES

GENUINE BEAUTY
Beauty Salon and Family Medicine Practice: Business Model Proposals
(PDF) How to evaluate the services of a small beauty salon in Manaus?
Park hair and beauty
Concept of Beauty (400 Words)
Conclusion Beauty Salon Business Plan

COMMENTS

Beauty Salon Establishment in the Twenty-First Century
The master's thesis project was a journey and an academic experience that was unique, extremely challenging and something that a person has to experience for oneself. ... module to introduce the topic of Beauty Salon Establishment using multimedia components such as videos and interactive activities. The e-learning project was created
Small Business Sustainability in the Salon Industry
Miles (2014) concluded that 67% of. businesses remain open after 2 years, nearly 44% of small business owners remain in. operations after 4 years, and 50% may sustain their business after 5 years. Small business. failure may result in a loss of income and employment for both the business owners and. their employees.
Strategies for Salon Business Owners in the 21st Century
2020). There are an estimated 370,000 licensed salons operating in the United States, which generate approximately $57 billion in revenues (Beebe et al., 2018; SBA, 2020). Salon owner operators are sole proprietors who are self-employed with fewer than five employees (Zheng, 2019). Despite the increased growth of salons, the overall failure rate
Small Business Hair Salon Owners Effective Marketing Strategies
The results of this study provided effective marketing strategies that small. business hair salon owners could use to sustain their business beyond 5 years. Small businesses, including small business hair salons, contribute to the economic growth and. development of local economies to sustain profits beyond 5 years.
The Beauty Industry's Influence on Women in Society
will address the relationship in the results section. A woman's anxiety can come from hundreds of sources; beauty advertisements, peer. pressure, innate feelings of insecurity, etc. It has been found that overall the beauty industry has. a negative effect on a woman's self-esteem, body image, and perception of beauty.
PDF Service Quality and Customer Satisfaction among Beauty Salons
As a result, service quality was in high level which while customer satisfaction was in moderate level. It was also found out that there is a low positive significant relationship between service quality and customer satisfaction among beauty salons and that 9.06% of the customer satisfaction can be attributed to service quality. Further, only ...
The Effect of Quality of Online Reservation System in Beauty Salon on
The effect of marketing mix in the beauty industry on customer satisfaction and intention to reuse, A Master's Degree thesis of Chung-Ang University Graduate School of Korea, p. 10.
Service Quality and Customer Satisfaction among Beauty Salons
As a result, service quality was in high level which while customer satisfaction was in moderate level. It was also found out that there is a low positive significant relationship between service quality and customer satisfaction among beauty salons and that 9.06% of the customer satisfaction can be attributed to service quality. Further, only ...
A Complete Case Study of Hair and Beauty Salon Run by Alison Burns
Abstract. This report looks at the different reasons behind the current problems existing within the company, and enumerates recommendations that may be implemented by Alison Burns. It is need to be clear that the organizational structure and the key role of the hair and beauty salon run by Alison Burns. The structure of the salon should be ...
beauty salon Latest Research Papers
This research belongs to explanatory research with a population of beauty salon customers in Central Java. The sample consisted of 203 customers, and it was determined using the purposive sampling technique. The author collects customer data through the distribution of offline and online questionnaires analyzed using SPSS 23.0-based regression.
PDF Will My Customers Come Back? A Study of Beauty Salons in Taiwan
separated the beauty salon from hairdressing and made the beauty salon an independent business un it. This was the biggest revolution in the beauty salon industry in Taiwan. The 1980s was a major turning point in Taiwan's economy. Beauty salons as a service started to gain the
A literature synthesis of health promotion research in salons and
Search terms included salon, beauty salon, or barbershop and health promotion, health education, intervention, recruitment, or screening. Nail and tanning were used as exclusion terms. The literature search in 2010 and updated in 2013 yielded 113 articles that were reviewed for relevance by examining titles and abstracts.
PDF Customer relationship marketing in hair and beauty salon
trainings with hair and beauty salon owners. The ideal would be that the theory material of this thesis will help the company to give their customers better support on maintain a cus-tomer relationship in a company. Phorest has understood that one of the reasons hair and beauty salons are struggling is the lack of customer relationship management.
Strategies Small Business Salon Owners Use to Survive Longer Than 5 Years
2014); small business salons in the cosmetology industry fail at a rate of 51% within 5 years (U.S. Department of Labor [DOL], 2017). The general business problem was some small business salon owners start their business without adequate planning for long-term sustainability of their businesses. The specific business problem was some small business
Service Quality and Customer Satisfaction among Beauty Salons
This study was conducted to determine the significant influence of service quality on customer satisfaction among beauty salons in a certain municipality of Davao del Norte, Philippines. A quantitative non-experimental descriptive-correlational design was employed in the study utilizing a convenient sampling technique among respondents distributed from six beauty salons each with a quota of 50 ...
Service Quality and Customer Satisfaction among Beauty Salons
It was also found out that there is a low positive significant relationship between service quality and customer satisfaction among beauty salons and that 9.06% of the customer satisfaction can be ...
Research Study in III
This thesis entitled, "Comparative Study of Customer Satisfaction Demographic Profile in Beauty Salon" prepared and submitted by Jizhel M. Datu, Michael Dimalanta, Raiza Mae Flores, Renshandel S. Liangco, Rochel P. Ilo, Miradel S. Mateo, Katherine D. Popatco, Christine Joy R. Torres, Jolina S. Valencia in partial fulfillment of the requirements ...
PDF Iida Ylimartimo & Jenna Lehtinen
Title of thesis: Marketing plan for a hair salon Supervisor: Anna Alapeteri Term and year when the thesis was submitted: Fall 2019 Number of pages: 59 + 6 The purpose of this thesis is to develop a marketing plan for hair salon Elmeri, whose owner Sari Ylimartimo is the commissioner of the work. The case company
Service Quality Assessment of Beauty Salons in Batong Malake, Los Baños
A beauty salon is a business that provides services for both men and women through beautification of their hair, nails or skin. This study aims to evaluate the service quality provided by beauty salons at Batong Malake, Los Baños, Laguna using Importance Performance Analysis (IPA).
Structural modeling of dissatisfaction, complaint behavior, and
A study on the effects of service quality on repurchase intention-based on beauty service industry. Unpublished master's thesis, Seokyeong University, Seoul, Korea. Jin, Y.-M. (2010). The actual uses of barbershops or beauty salons and the influence of the service quality on customer satisfaction and customer loyalty. Unpublished doctoral ...
Literature review finds barber shops, beauty salons to be effective
Barbershops and beauty salons are excellent settings for reaching populations who suffer disproportionately from a wide range of health disparities. While evidence of intervention effectiveness is growing, Linnan emphasized the need for more research to better understand which topics and types of interventions are best-suited for salons and ...
Thesis On SALON by Gautam Mishra
thesis project on. unisex salon submitted by. gautam mishra 1/19/fad/b.sc. id/002. under the guidance of mrs. anika singh. assistant professor, fad in partial fulfillment for the award of the ...
Westminster Dog Show 2024: Unforgettable Dogs Like Sage, Monty and
Amir Hamja/The New York Times. By The Styles Desk. May 15, 2024. Only one dog can win best in show at the Westminster Kennel Club Dog Show, and this year the honor went to Sage, a spectacularly ...