호텔 직원의 비언어적 커뮤니케이션이 고객의 감정반응과 만족에 미치는 영향에 관한 연구:
A Study on effect of Customer Emotion and Satisfaction by Hotel Employee's Nonverbal Communication
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초록
The purpose of this study was to investigate the relationship between nonverbal communication and the customer emotion and satisfaction as well as to suggest marketing implications based on the result. We collected 326 statistically usable questionnaires and analyzed them with pass analysis by using AMOS(7.0) and SPSS(16.0). The major findings were as follows:First,a. It was found that 'paralanguage' of nonverbal communication had no influence on customer emotion. b. It was found that 'kinesics'& 'proxemics' of nonverbal communication had influence on customer emotion. c. It was found that 'physical appearance' of nonverbal communication had influence on positive emotion. Second, all factors of customer emotion has a significant effect on customer satisfaction.
Abstract
The purpose of this study was to investigate the relationship between nonverbal communication and the customer emotion and satisfaction as well as to suggest marketing implications based on the result. We collected 326 statistically usable questionnaires and analyzed them with pass analysis by using AMOS(7.0) and SPSS(16.0). The major findings were as follows:First,a. It was found that 'paralanguage' of nonverbal communication had no influence on customer emotion. b. It was found that 'kinesics'& 'proxemics' of nonverbal communication had influence on customer emotion. c. It was found that 'physical appearance' of nonverbal communication had influence on positive emotion. Second, all factors of customer emotion has a significant effect on customer satisfaction.
참고문헌 (17)
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