保養品服務人員之關係美學、服務氣候與顧客滿意度關聯之研究

愛美是人的天性，隨著大眾生活水準的提升，消費者開始追求具有美感的生活及體驗，愛美的需求也持續增加，保養品成為多數人日常生活中不可或缺的必需品。本研究目的試圖瞭解保養品服務人員之關係美學與服務氣候及顧客滿意度之關聯性。以曾與保養品服務人員接觸過的經驗者為受訪對象，共450份有效問卷，結果顯示保養品服務人員之關係美學對顧客滿意度皆呈現顯著正相關，服務氣候對顧客滿意度亦皆呈現顯著正相關，干擾效果的部分，僅改善創新氣候對貼心美學與整體品牌滿意度之關係具有干擾效果，而服務氣候對保養品服務人員之關係美學與顧客滿意度之關係則具有部分中介效果。本研究期望在保養品服務人員之關係美學層面探討其結果，未來保養品品牌之服務人員在提供服務時能針對顧客需求提供更高品質的服務。

關鍵字

保養品服務人員；關係美學；服務氣候；顧客滿意度

並列摘要

Aesthetics is a human nature. With the increase in the standard of living of the general public, consumers have begun to pursue aesthetically pleasing lives and experiences. The demand for beauty has also continued to increase, and skin care products have become an indispensable necessity for most people's daily lives. The purpose of this study was to try to understand the relationship between the relationship aesthetics of the skin care products service personnel and the service climate and customer satisfaction. A total of 450 valid questionnaires were collected. All have significant and positive correlations. The service climate also shows a significant positive correlation with customer satisfaction. Some of the interference effects only improve the climate of innovation and have an interfering effect on the relationship between after-sales service and overall brand satisfaction. Service climate is also a service for skin care products. The relationship between personnel aesthetics and customer satisfaction has some mediating effects. This study expects the result of the aesthetics of the relationship between the skin care service personnel and the service personnel of the future skin care products brand to provide higher quality services to customer needs when providing services.