earticle

영어

As service industries are making developments in specialization and concentrated products, consumers are in want of more improved services. In this situation, improved service manners are also called for as equally important. In view of this general interest in improvement of service manners is growing, industrial companies are making much effort to offer more systematic and specialized services to satisfy their customers and clients. This study, first, will compare and analyse hair salon workers’ understanding of the importance of proper service manners and their recognition of the practicing detailed elements in service manners. This study is thereby to provide the workers in hair salon industries with ideas of how to improve the quality of service manners through service manner education. Surveyees have been mostly female singles in their twenties, with high-school education background, though these surveys were unbiased random ones. The workplace of the surveys have been mostly non-franchised large- and medium-sized hair salons, average daily working hours was between ten and twelve. The most common method of salaries for these surveys was the usual type, namely the one which consisted in ‘basic working year level plus incentives.’ Working experience in hair designing was in most cases anywhere from one to four years. As for the elements of manner, this study has had four divisions: management of image, sanitary conditions of the shops, handling of the customers complaints, and general treatment of the customers. When the surveys’ recognition of the importance of those manner elements was compared with their practice, it was found that their actual practice was not quite up to the level of the recognition. This means that even though hair salon workers were acknowledging the importance of manners, the ideas had not been put into practice. It study has found, therefore, improvements of quality in hair salon manners need to be made through more realistic measures in order to be realized in real life situations, rather than through mere conventional educations. This study concludes that only this way will lead the hair salon industry to true quality service developments and to making improved profits. The scope of research in this study has been limited to workers in Seoul and Kyeongki-province area. This study finally suggests for the future studies to have a more broad scope of research area.