Asian J Beauty Cosmetol. 2010; 8: 0.
A Study on the Impact of Nonverbal Communication on Customer Satisfaction and Word of Mouth Effect in the Beauty Service
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.
Keywords :
Nonverbal communication, Physical appearance, Kinesics, Proxemics, Paralanguage
