Relationship between Jay Customer Behavior Hair Beauty Workers’ Emotional Labor, Emotional Exhaustion, and Service Sabotage

Abstract

The purpose of this study was to analyze the relationship between jay customer behavior and hair beauty worker’s emotional labor, emotional exhaustion, and service sabotage. Data were collected adopting a face-to-face/non face-to-face survey method for 206 hair beauty experts in K Metropolitan City, and the collected data were subjected to descriptive, confirmatory factor analysis (CFA), reliability, correlation, and structural equation model analysis was conducted to verify the five hypothesis of this study. The conclusions drawn through a series of research procedures are as follows. First, hypothesis 1 were accepted as joy customer behavior had a statistically significant positive(+) effect on the emotional labor of hair beauty workers. Second, hypothesis 2 were accepted as joy customer behavior had a significant positive(+) effect on the emotional exhaustion of hair beauty workers. Third customer joy customer behavior had a significant positive(+) effect on service sabotage of hair beauty workers, so hypothesis 3 was adopted. Fourth, the emotional labor of hair beauty workers had a statistically significant but positive(+) effect on service sabotage, so Hypothesis 4 was adopted. Fifth, the emotional exhaustion of haird beauty workers did not show a significant effect on service sabotage, so Hypothesis 5 was rejected. The results of this study are expected to localize a healthy beauty culture between workers and customers in the hair beauty industry and contribute to the establishment of a culture of mutual respect.