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The Effects of Estheticians' Communication Styles on Customer Satisfaction
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피부관리사의 커뮤니케이션 스타일이 고객만족에 미치는 영향

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Type
Academic journal
Author
이해영 (건국대학교 대학원 뷰티디자인전공) Jung Yeon Ja (건국대학교)
Journal
한국미용학회 한국미용학회지 한국미용학회지 제23권 제2호 KCI Accredited Journals
Published
2017.4
Pages
276 - 288 (13page)

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The Effects of Estheticians' Communication Styles on Customer Satisfaction
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Abstract· Keywords

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This study is empirically intended to look into the effects of estheticians' communication styles on customer satisfaction. To achieve this, a survey was carried out to 164 customers in skin care shops. The findings showed that communication styles of collaboration, trust and consideration have a positive effect on customer satisfaction. For the control style, most customers disliked and had a negative reaction. Revisit customers preferred the trust type, which they were highly negative toward the expertise, direction and control styles for estheticians' service skills. And they preferred collaboration through sufficient communication with customers and consideration through mutual trust, and the style that leads the skin care service for them. This means that mutual bilateral communication with customers through trust and collaboration beyond estheticians' unilateral services can lead to customer revisit by maximizing customer satisfaction. Consequently, it is possible to maintain the continuous relationship between customers.
#Communication Style #Customer Satisfaction #Esthetician #Revisit Intention

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References (57)

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권혜영 / 2008 / 피부관리실의 고객만족을 위한 서비스 선호도 연구 / 한국미용학회지 14(4):1287~1306 google schola 권혜영 / 2009 / 고객의 피부관리실 이용행태와 서비스 향상 방안연구 / 한국한국피부미용향장학회지 4(4):78~89 google schola 김남연 / 2010 / 고객의 특성에 따른 피부관리실 고객만족도연구 -수도권을 중심으로- / 아시안뷰티화장품학술지 8(4):313~326 dbpia 김문주 / 2003 / 피부관리사의 업무와 업무 만족간의 관계에 대한연구 / 한국인체미용예술학회지 4(1):98~112 google schola 김미정 / 2013 / 항공사 e-서비스품질이 e-고객만족과 e-신뢰 및 행동의도에 미치는 영향 : 국내 대형항공사와 저비용항공사 비교연구 / 관광연구 28(4):395~417 dbpia

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