| 피부관리실 종사자의 언어적, 비언어적 커뮤니케이션이 점포평가에 미치는 영향 |
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오수연, 한경희, 전지현 |
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| Research Paper : The Effect of Skin-care Worker`s Verbal and Nonverbal Communication on the Store Evaluation |
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Soo Yeon Oh, Kyong Hee Han, Ji Hyun Jun |
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| Abstract |
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This study examines the degree to which the service provider`s verbal and nonverbal communication has influence on the customer`s store evaluation. One of the important criteria of store evaluation is the truth through communication with service provider as well as service. For this study, the data were obtained from 275 male and female lived in Pusan, Kyungnam and Ulsan. The result is summarized as follows. First, verbal and nonverbal communication consists of three dimensions: verbal and paralanguage, physical appearance, kinesics. Second, verbal and paralanguage affects expert-based and benevolence-based trust but physical appearance and kinesics do not affect the trust. Third, expert-based trust and benevolence-based trust affect the store evaluation. The findings of this study are expected to be used as the basic data for developing and applying the program of skin-care workers` instruction. |
| Key Words:
Verbal and nonverbal communication, Expert-based trust, Benevolence-based trust, Store evaluation |
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