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Kor J Aesthet Cosmetol > Volume 8(4); 2010 > Article
미용서비스 제공자의 비언어적 커뮤니케이션이 고객만족과 구전효과에 미치는 영향
김미정, 배윤지
A Study on the Impact of Nonverbal Communication on Customer Satisfaction and Word of Mouth Effect in the Beauty Service
Mi-Jung Kim, Yoon-Ji Bae
ABSTRACT
This study aimed to examine which influence the nonverbal communication of service provider has upon service performance in terms of beauty industry. Based on previous literatures, this thesis proposes the structure about nonverbal communication of service provider(physical appearance, kinesics, proxemics, paralanguage), customer satisfaction and word of mouth effect. The survey data has obtained from users' of beauty service on 20's. The purpose of this thesis is to find the impact of physical appearance and kinesics on customer satisfaction and the impact of customer satisfaction on word of mouth effect.
Key words: Nonverbal communication, Physical appearance, Kinesics, Proxemics, Paralanguage
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