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Pol J Cosmetol 2010, 13(1): 10-19pl,en  Communication as a determinant of customer satisfaction in beauty parloursJana Metelska 1/, Monika Matecka 2/ 1/ Katedra i Zakład Farmakoekonomiki i Farmacji Społecznej Uniwersytetu Medycznego im. K. Marcinkowskiego w Poznaniu 2/ Zakład Organizacji i Zarządzania Uniwersytetu Medycznego im. K. Marcinkowskiego w Poznaniu Summary Cosmetologists working in beauty parlours should have the knowledge on interpersonal communication as it plays a major role in building customer satisfaction. Contact with people, their needs and expectations are an integral element of a cosmetologist´s work. Correct communication affects not only service user´s but also the service provider´s satisfaction, as well as the success of the service provider´s business. Incorrect communication leads to many misunderstandings in interpersonal relations. These misunderstandings, however, can be prevented by extending knowledge on how to communicate effectively and by development and improvement of skills on establishment and maintenance of contact with customers. Key words: satisfaction, communication, customer, beauty services |