헤어미용사의 커뮤니케이션능력이 고객만족과 관계지속성에 미치는 영향

• 영문명: The Influence of Hairdressers’ Communication Skills on Customer Satisfaction and Relationship Continuity
• 발행기관: 한국인체미용예술학회
• 저자명: 김희정 조현정
• 간행물 정보: 『한국인체미용예술학회지』제24권 제2호, 147~159쪽, 전체 13쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2023.06.20

영문 초록

In the modern times when good appearance is a key factor to gain a competitive advantage, hairstyling is a service that people must have to improve their personal image. Customers keep a conversation with a hairdresser to let him/her know what they want. This study attempted to seek a plan to make beauty industry more competitive by examining the effects of hairdressers’ communication on customer satisfaction and relationship continuity. For this, the influence of hairdresser-customer communication on customer satisfaction and effects of customer satisfaction on relationship continuity were investigated, and the results found the followings: Verbal communication had an influence on customer satisfaction. In nonverbal communication, ‘appearance language’, ‘pseudo language’ and ‘facial language’ were influential. In addition, customer satisfaction affected relationship continuity. The above results confirm that both verbal and nonverbal communications play a critical role in providing hairdressing services. Therefore, it is anticipated that achieving the service level that customers expect would improve customer relationships by increasing customer satisfaction and make a contribution to the growth and development of beauty industry.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 결과

Ⅴ. 결론 및 제언

참고문헌

키워드

커뮤니케이션 고객만족 관계지속성 헤어미용사 Communication Customer Satisfaction Relationship Persistenc Continuity Hairdresser