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목차

논문개요 9

제1장 서론 12

제1절 문제제기 12

제2절 연구목적 16

제2장 이론적 배경 19

제1절 신체적 매력 19

1. 신체적 매력 19

2. 신체적 매력의 선행연구 30

제2절 감정적 애착 38

1. 감정적 애착 38

2. 감정적 애착의 선행연구 48

제3절 관계만족 54

1. 관계만족 54

2. 관계만족의 선행연구 61

제3장 연구 설계 67

제1절 연구모형과 연구가설 67

1. 연구 모형 67

2. 연구 가설의 설정 67

제2절 변수의 조작적 정의 76

제3절 조사 설계 79

1. 조사설계 및 대상 79

2. 조사기간 및 방법 79

제4절 설문지 구성 및 분석방법 80

1. 설문지 구성 80

2. 분석방법 81

제4장 실증 분석 82

제1절 표본의 특성 82

1. 표본의 인구통계학적 특성 82

제2절 측정도구의 타당도 및 신뢰도 분석 84

1. 타당도 및 신뢰도 분석 84

제3절 가설 검증 89

1. 상관관계 검증 89

2. 가설의 검증 90

3. 가설 검증결과 요약 95

제5장 결론 및 시사점 96

제1절 연구결과 요약 96

제2절 연구의 시사점 99

제3절 연구의 한계점 및 향후 방향 104

참고문헌 106

부록 : 설문지 129

Abstract 133

표목차

〈표 1-1〉 신체적 매력의 정의 21

〈표 1-2〉 신체적 매력의 구성요소 28

〈표 2-1〉 신체적 매력의 선행연구 35

〈표 2-2〉 신체적 매력의 선행연구 36

〈표 3-1〉 감정적 애착의 개념 40

〈표 3-2〉 감정적 애착의 구성요소 47

〈표 3-3〉 감정적 애착의 선행연구 52

〈표 4-1〉 관계만족의 정의 57

〈표 4-2〉 관계만족의 선행연구 65

〈표 5-1〉 설문구성내용 및 문항 80

〈표 6〉 조사대상자의 일반적 특성 83

〈표 7〉 신체적 매력의 신뢰도 및 타당도 분석결과 85

〈표 8〉 감정적 애착의 신뢰도 및 타당도 분석 결과 87

〈표 9〉 관계만족 신뢰도 및 타당도 분석결과 88

〈표 10〉 변수의 상관관계분석 결과 89

〈표 11〉 신체적 매력과 감정적 애착의 회귀분석 결과 91

〈표 12〉 감정적 애착과 관계만족의 회귀분석결과 91

〈표 13〉 신체적 매력과 관계만족의 회귀분석결과 93

〈표 14〉 신체적 매력과 관계만족의 관계에서 감정적 애착의 매개효과 94

〈표 15〉 가설 검증 결과 요약 95

그림목차

〈그림 1-1〉 연구모형 67

초록보기

 As the service industry become increasingly complex and competitive, the company of the boundaries between enterprises are blurred, they are constantly demanding a change in their survival power. But the source of corporate competitive advantage is people and the service provider. The service provider is responsible for the process of purchasing and consuming and this is an important human resource that affects customers' service quality perceptions and satisfaction as a representative of service companies that are engaged in service production and sales while directly interacting with each other. Human resources with highly specialized knowledge, skills and abilities can not be imitated easily by competitors and are the source of the company's continuous competitive advantage.

In particular, the competitiveness of other competitors is difficult to imitate, and the role of human resources in creating excess profits, exceeding the general expected revenues of the market, is directly linked to the performance of the company.

The service provided from the employee to the customer is the most important factor in determining the behavior and attitude of the customer. This is because services as a products have consumptive traits that play a very important in customers' evaluation of them.

Their intangible qualities lead customers to judge the services provided to them with visible exterior elements. Aa a result, the physical attractiveness of employee is a decisive factor in customer satisfaction with the services or evaluation of companies(Koering & Page, 2002) In other words, in a services-based company providing services through its employees' face-to face contacts with customers, the physical attractiveness of employee is considered very critical to the business's performance(Lovelock & Wright,1999). In conclusion, the physical attractiveness of employees has a positive effect on customer behaviors(Baker, 1986). because they play a role in transmitting overall information about the service(Berry, 1980).and is very important in terms of service marketing.

Therefore this study is based on interpersonal service encounters, which is the study of how the physical attractiveness of service providers working in the service production field affects consumers.

Specifically, this study investigated to identify the relationship between physical attractiveness of service providers and emotional attachment and relationship satisfaction. In order to achieve the purpose of this study, 363 service customer participated in the survey who have visited the service company for 1week in the Seoul metropolitan area in recent(as of the June, 2018). The data were processed using SPSS 12.0, and the hypotheses were tested through factor analysis, reliability analysis, correlation analysis, simple and multiple regression analysis, and hierarchical regression analysis. Hypothesis 1,2,3 a simple regression analysis was conducted toverify the relationship between physical attractiveness, emotional attachment relationship satisfaction. For the verification Hypothesis 4, we used as a mediation analysis.

The empirical results of this study are summarized as follows.

First, the physical attractiveness to service providers positively affected emotional attachment. Second, the emotional attachment to service providers had a positive effect on relationship satisfaction.

Third, the physical attractiveness had a positive effect on

relationship satisfaction. Fourth, the emotional attachment to the service provider played a mediating role between physical attraction and relationship satisfaction. The study has contributed to broadening the understanding of the effects of physical attractiveness from a consumer's perspective which is still limited by clarifying the effects of physical attractiveness, emotional attachment, and relationship satisfaction. In addition, research on the emotional attachment between the customer and the employee in the study of physical attractiveness and the relationship of the relationship satisfaction are the first studies presented in Korea. Relationship satisfaction is an important variable that can lead to a prolonged relationship (Kim, Yong-Joo,2010) and proves that the leading variables that affect the variables are physical attractiveness and emotional attachment.

Finally, based on the results of the study, the theoretical and practical implications of this study are presented, and suggests limitations of this study and research directions for future research.

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