customers don’t have similar physical appearance will it affect the avoidance intenti on of
customers in salon?
RQ 5: Does physical appearance affects avoidance?
The sixth one is does suitable behavior affects avoidance? Suitable behavior was defined as
manner, friendliness of the other customers in the salon service setting. If the other customers
don’t behave well, will it affects avoidance?
RQ 6: Does suitable behavior affects avoidance?
Approach is defined as the intention of customers to come into the salon. In th
seventh
research question was does approach affect perceived service quality? This means when
customers with the same similarity, suitable behavior and physical appear ance approaching
the salon. Will they have a positive perceived service quality of the overall service?
RQ 7: Does approach affect perceived service quality?
The eight research question was does avoidance affects perceived service quality? When
customers avoid the salon, will it affect the perceived service quality in the salon? The
customers that avoids usually will tell the reason they avoid the salon to their friends and
family.
RQ 8: Does approach effects positive word of mouth intention?
The ninth research question was does approach effects positive word of mouth intention?
Approaching a salon affects the customer intention in delivering positive word of mouth?
Most likely yes because the customers are happy of the service experience in the salon.
RQ 9: Does approach effects positive word of mouth intention?
The tenth research question was does avoidance effects positive word of mouth intention?
Avoidance is a negative factor to the salon business because negative customers will
influence each other. Therefore this question is very important.
RQ 10: Does avoidance effects positive word of mouth intention?
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