earticle

영어

This study is intended to look into the effects of sustainability management on customer satisfaction and recommendation intention of franchised hair salon. To achieve this, a survey was empirically carried out to 285 female customers in their 20s to 50s visiting franchised hair shops. The SPSS program was used for data analysis. The overall results showed that customers' perception of economic, social and environmental responsibility activities had a positive effect on customer satisfaction and recommendation intention. As stated above, the long-term relationship with existing customers through the delivery and satisfaction of service quality beyond temporary short-term customer-focused services would improve the local environment and the quality of whole society in the economic development, social responsibility and transparent management with the community while the size of hair salons was growing and their global franchise management with national enterprise network was expanding. Consequently, their participation in partnership as the contributing community can improve customer satisfaction, leading to loyal customers as positive friendly customers on the recommendation of acquaintance and others.