본 연구는 헤어서비스전문가의 블랙컨슈머 행동지각이 정서적 소진과 자아탄력성에 미치는 영향에 대하여 연구하는 것을 목적으로 한다. 서울, 경기, 전남지역 헤어미용전문가를 대상으로 318부의 설문지가 최종 분석 자료로 사용되었으며 SPSS 26.0 통계 프로그램을 사용하여 분석 되었다. 연구결과는 첫째, 블랙컨슈머 행동지각이 정서적 소진에 정적(+)상관관계를 보였고, 블랙컨슈머 행동지각이 자아탄력성에 부적(-)상관관계를 보였다. 정서적 소진과 자아탄력성은 서로 부적(-)상관관계를 보였다. 둘째, 블랙컨슈머 요인 중 과도성이 정서적 소진에 영향을 미치고 있음이 확인되었다. 셋째, 블랙컨슈머 요인 중 과도성, 상습성이 자아탄력성에 영향을 미치고 있음이 확인되었다. 넷째, 정서적 소진은 자아탄력성에 영향을 미치고 있음이 확인되었다.

Black Friday, a biggest holiday shopping season in the United States, has been regarded as a great opportunity that fashion retailers can dramatically increase their sales. However, there has been a lack of attention to consumers' shopping experiences on Black Friday from the consumer perspectives. The objective of this study is to explore consumer shopping experiences on Black Friday, in terms of consumer responses toward the experiences, shopping values, and any possible factors influencing the experiences. The method of critical incident technique was used with 198 critical incidents extracted from 165 responses of university students in the United States. As results, the shopping experiences on Black Friday were categorized into positive vs. negative shopping experiences. After that, the positive and negative experiences were respectively divided into two common themes: utilitarian shopping value vs. hedonic shopping value. In addition to the common themes, 12 categories were also emerged. Among positive experiences, utilitarian shopping experiences includes two categories of off-price shopping and shopping for expensive products, whereas hedonic shopping experiences includes three categories of impulse buying, holiday atmosphere, and shopping for the latest or luxury brand products. Among negative experiences, utilitarian shopping experiences includes four categories of modest discounts, out of stock, time-consuming queues, and fatigue of holiday shopping, while hedonic shopping experiences includes three categories of crowded environments, compulsive buying, and poorly managed stores. In conclusion, it is notable that consumer can undergo negative as well as positive shopping experiences on Black Friday. Implications and suggestions are also discussed.