earticle

영어

This study attempted to examine the effects of nonverbal communication of hairdressers on the formation of rapport and customer satisfaction. Frequency analysis, exploratory factor analysis and reliability analysis, correlation analysis, and multiple regression analysis were conducted using SPSS 25.0 according to the purpose of the study. As a result, first, it was found that nonverbal communication of hairdressers had a significant effect on the formation of rapport and customer satisfaction. Second, it was found that the formation of rapport had a significant effect on customer satisfaction. Finally, in the relationship between nonverbal communication and customer satisfaction, rapport was found to have a partial mediating effect.

중국어

本研究旨在探讨美发师非语言交流对客户间相互信任关系形成及客户满意程度的影响, 研究数据采用SPSS25.0统计程序进行分析, 并基于研究目的进行了频率分析􀕵探索性因 子分析, 信度分析, 相关性分析, 多元回归分析. 研究结果为如下 : 第一, 美发师的非语言 交流对相互信任关系形成和顾客满意度具有显著影响. 其次, 相互信任关系形成对顾客满意 度具有显著影响. 最后, 非语言交流和顾客满意度之间的关系中, 相互信任关系呈现局部媒 介效果.