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환대산업 서비스접점직원의 비주얼 타투가 고객 감정반응 및 만족도에 미치는 영향

한국관광레저학회

2020. 10

권혁진, 옥민우, & 이충훈

Tattoos have been perceived very negatively in Korean society. Yet there has been a change to the perception and attitude toward tattoos in recent times. This change has been confirmed by the frequency of tattoos being seen on the streets. The purpose of this study is to investigate the effects of tattooed global hospitality workers on customer"s emotional response and satisfaction. The result of this study is as follows. There was a positive influence on the customer’s emotional response and satisfaction when they were served by a front line employee with tattoos in hospitality context. As a result, it was found that there was in fact a positive emotional response in regards to customer satisfaction when seeing a front line employee with tattoos in hospitality context. This study will be helpful as a basic study to prove that the perception of Korean society about people with tattoos has finally begun to change.

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