헤어 커트 서비스를 위한 커뮤니케이션의 단어적 인식차이가 고객 만족에 미치는 영향

• 영문명: Effects of Differences in Lexical Perception of Communication for Hair Cut Services on Customer Satisfaction
• 발행기관: 한국인체미용예술학회
• 저자명: 이민경(Min-Kyeong Lee) 조지훈(Ji-Hoon Cho)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제17권 제3호, 163~174쪽, 전체 12쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2016.09.20

영문 초록

In modern beauty services, communication between service providers and customers has a significant effect on the improvement of customer satisfaction and customer relationship. Communication should reduce differences in lexical perception by expressing opinions through verbal and nonverbal communication. This study aims to increase customer satisfaction and help hairdressers facilitate the services provided by analyzing differences in the perception of verbal and nonverbal expressions in using the words regarding the length of haircut. A study was conducted with 87 service providers and 138 customers after choosing the words regarding the length of haircut through a preliminary survey. A correlation analysis, regression analysis and cross-tabulation analysis were conducted using SPSSWIN 22.0. The analysis of differences in the perception of verbal and nonverbal expressions and customer satisfaction by gender, age and visit frequency has found the following: The perception of verbal and nonverbal expressions in using the topic words was higher in men than women (gender) and in service providers than customers. It decreased as the respondents were older but increased as customers’ visit frequency decreased. When the difference of the perception was large between service providers and customers, in addition, customer satisfaction decreased. In customers, therefore, there was a difference in the perception of verbal and nonverbal perceptions of the words. Therefore, service providers need to properly manage customers’ verbal expressions regarding length of haircut in their communication with customers. The proper management of differences in lexical perception would improve customer satisfaction and customer relationships and help hairdressers provide haircut services properly.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 결과

Ⅴ. 결론 및 제언

키워드

Communication Verbal and Nonverbal Perception Differences Word Representation of the Customer Customer Satisfaction Hair Cut Services 커뮤니케이션 언어적 및 비언어적 인식차이 고객의 단어적 표현 고객만족도 헤어 커트 서비스