미용사의 공감과 커뮤니케이션이 만족 및 재방문에 미치는 영향 |
한지은, 진용미 |
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Effects of the empathy and Communication of Hairdressers on Satisfaction and Revisit |
Ji-eun Han, Yong-mi Jin |
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Abstract |
The purpose of this study is to present improvement plans of sympathy and communication to increase ordinary persons satisfaction with beauty salons and revisit. For final 346 questionnaires, a frequency analysis, factor analysis, reliability analysis and multiple regression analysis through SPSS 21.0 program. The research results and conclusion are as follows: First, it has found that the higher customers' cognitive and emotional sympathy is, the higher satisfaction and revisit are. hairdressers' efforts to reduce the gaps of sympathy that each hairdresser and customer feel are required as they visit other beauty salons as the customers who receive the services and make presentations about and discuss their feelings in terms of sympathy. Second, it has found that communication factors of beauty salons increase customer satisfaction and revisit. It is thought that consideration for customers in a spirit of putting themselves in their shoes and clean space need to be prepared and guidelines for having conversations with them by procedure need to be set. |
Key Words:
Communication, Empathy, Hairdresser, Satisfaction and return visits |
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