본 연구는 뷰티 인플루언서의 비대면 상담 서비스를 받아 본 경험이 있는 서울, 경기 지역의 20∼30대 여성을 대상으로 총 411부의 자료를 수집하여 SPSS WIN 20.0 통계 프로그램으로 분석하였다. 연구목적은 비대면 상담 서비스 품질이 고객신뢰도와 구매행동에 미치는 영향을 파악하고, 고객신뢰도의 매개효과를 분석하여 뷰티·화장품 마케팅 전략 수립에 필요한 기초자료를 제공하고자 하였다. 연구 결과, 첫째, 뷰티 인플루언서 비대면 상담 서비스 주요 이용 목적은 연령, 직업, 월 평균 소득에 따른 차이가 있음 을 알 수 있다. 둘째, 각 변수 간 상관관계가 나타났다. 셋째, 뷰티 인플루언서의 비대면 상담 서비스 품질 이 높아질수록 구매행동도 높아지는 것으로 나타났다. 넷째, 고객신뢰도가 높아질수록 구매행동 역시 높아 지는 것으로 나타났다. 다섯째, 뷰티 인플루언서의 비대면 상담 서비스 품질과 구매행동의 관계에서 고객 신뢰는 부분매개 효과가 확인되었다. 향후, 본 연구 결과가 뷰티·화장품 마케팅 전략 수립에 유용한 기초자 료로 도움이 될 수 있기를 기대한다.

Firms are increasingly using social media influencers to promote their products. We develop a two-period model to investigate a firm’s strategy for introducing a product via an influencer, where there is uncertainty in the influencer-product match. In the second period, the influencer exerts an effort to promote the product to her followers, who can spread the product information to non-followers via word-of-mouth (WOM). In the second period, the firm sells to the non-followers. We show that the firm’s pricing, production, and commission contract decisions depend on the influencer’s incentive-independent excess payoff from the promotion and on the difference between the WOM effect of followers who do or do not make a purchase rather than the WOM effect of each group. As the influencer’s incentive-independent payoff increase, the firm will increase (decrease) commissison rate and commission rate when the followers’ sensitivity to product price is relatively low (high) compared with that to the influencer’s effort. As the marginal WOM benefit of the first-period sales increases, the firm tends to reduce his unit net profit from sales. The influencer with a medium-sized follower base receives the highest commission rate and exerts the largest promotion effort. While the followers of influencers with a medium-sized follower base may pay the highest price. We also show that (i) there exists a threshold for the probability of match, above which the firm faces zero demand in the first period if an influencer-product mismatch occurs; and (ii) the firm may charge followers a lower price than non-followers, even though followers are less sensitive to price than non-followers. Finally, regarding influencer selection, we find that the firm may not be better off employing an influencer with a larger follower base.

Social networking sites (SNS) is an image-oriented sharing platform and can form social relationships among users. This allows individuals to create and share the contents which include their stories, ideas, reviews, opinions, and evaluations, etc. Consumers who sympathize with and trust these contents will follow them and form the relationships. Contents created and shared by individual users is more effective than advertisements delivered by brands in generating electronic word of mouth (e-WOM). Accordingly, opinion leaders and influencers who influence potential customers based on their opinions and style related contents have emerged in various fields such as health, fitness, fashion, beauty, food, and high-tech.