• Management & Information Systems Review
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• v.32 no.2
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• pp.289-314
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• 2013

This study analyzed differences in the effects of communication with salesperson's on customer's emotional responses and store loyalty at customer contact focusing on the moderating effects of salesperson's attribute. This study recognized the need for expanding the results of the prior researches to widen the understanding of communication, emotional responses, and store loyalty. This study tried to, first, examine the effects of communication between customers and salespersons on emotional responses and store loyalty at customer contact; second, determine the effects of reliability and attractiveness, which are attributes of salespersons, as moderating variables; third, examine relative influences of verbal and nonverbal communication on emotional responses and store loyalty. The results mainly showed, first, that communication significantly affected emotional responses and also had significant effects on arousal as well as positive and negative emotion, contrary to prior researches; second, that emotional responses significantly affected store loyalty; third, there was no difference in influences on emotional responses between verbal and nonverbal communication; fourth, the effects of communication on emotional responses depended on attributes of salespersons, demonstrating interactive effects between communication and attributes of salespersons. This study intended to provide theoretical expansion over relations between variables including the dimension of communication beyond empirical reconfirmation of prior researches. In addition, a strategic scheme was presented to manage positive relations with customers at customer contact.

• Journal of Digital Convergence
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• v.18 no.2
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• pp.183-195
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• 2020

Non-verbal communication cues seem to be increasingly used in social media, such as emoticon, like, follow, etc. A Q methodology study is conducted to explore this phenomenon. Via a series of focus group activities with Facebook heavy users, 34 Q statements concerning online non-verbal communication cues are derived. Different Facebook users conduct Q sorts of these statements based on frequent use basis. Analysis of Q sort result reveals three distinctive usage patterns of non-verbal communication cues in Facebook: 'safe distance keeping' type, 'observing hermit' type and 'fully dedicated aficionado' type. Discussions are made concerning different components of non-verbal communication cues utilized in these groups, respectively, which can provide a theoretical basis for social media design.

• Journal of Global Scholars of Marketing Science
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• v.15 no.3
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• pp.117-148
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• 2005

As this study aimed to examine which influence the nonverbal communication of service provider has upon service performance in terms of service industry, the specific objectives are as follows. First, it tried to examine into the relationship between the nonverbal communication in the service provider, and the emotional attachment. Nonverbal communication is divided into 4 kinds such as physical language, proxemics, paralanguage, and physical appearance. Second, it aimed to examine the relationship between the customer's attachment to the service provider, and the social competence and trust in the service provider. Third, it tried to examine into the relationship of service provider's social competence and trust with the customer satisfaction and with the switching costs. Additionally, it examined the moderating effect in the service type and the service usage period in terms of the model that was presented in this study. Given examining the verified results in these research hypotheses, those are as follows. First, given seeing the relationship between the nonverbal communication and the emotional attachment, it was represented that the physical language, proxemics, and physical appearance, except paralanguage, have significantly positive(+) influence upon emotional attachment. Second, it was indicated that emotional attachment has significantly positive(+) influence upon the social competence and trust in the service provider. Third, the social competence in the service provider had no positive effect(+) on customer satisfaction, and was having significantly positive(+) influence upon the customer's perceived switching barrier. Fourth, it was represented that the customer satisfaction toward the service provider have significantly positive(+) influence upon the switching barrier. Finally, as a result of having verified whether or not the moderating effect in the service type and the service usage period, it was indicated to be produced the difference depending on the service type in the relationships between the physical language and the emotional attachment, between the paralanguage and the emotional attachment, between the emotional attachment and the trust, and between the trust and the switching barrier. Depending on the service usage period, the difference was represented, respectively, in the relationships between the physical language and the emotional attachment and between the physical appearance and the emotional attachment.

• 기호학연구
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• no.56
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• pp.109-136
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• 2018

The purpose of this study is to examine the narrative correlation of nonverbal signs found in Charade. Charade, by using nonverbal signs, provides information about the character's psychological change, his or her relationship with others, and the places where they stay. The study of Charade, then, has to be approached considering not only the transmission of messages through nonverbal signs but also its signification. This study has analyzed the narrative and formation process of the subject that triggers the subject's activity by taking narrative semiotics to the film Carol (2015). As the status of women is represented by the mise-en-$sc{\grave{e}}ne$ at this time, this study aims to examine such a fact through Charade, which belongs to the realm of mise-en-$sc{\grave{e}}ne$. In this study, nonverbal signs that are used in Charade are drawn based on the nonverbal communication theory. The result of analyzing the texts showed that the use of interior decoration was outstanding in the process of expressing the status of female subjects. The use of gaze was noticeable in the process of expressing the acquisition of female subjects' power. Besides, it should be noted that the use of nonverbal signs such as accessories, territoriality, or gesture, was worthy of attention. It was confirmed that such nonverbal signs play an important role in the formation of subjects and configuration of narrative transformation.

• Archives of design research
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• v.20 no.1 s.69
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• pp.133-142
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• 2007

Unlike face-to-face communication, text-based communication by digital media has limitations that non-verbal elements are eliminated and social presence decrease. To overcome this problem, people try to find solutions which visualize emotion and situation by using emoticons, icons, computer language and so on. As most SMS users experience the failure of using emotions on the mobile phone, they need to make up for this point. In this study, we conducted research on the recent mobile fonts situations and surveyed users' perception on SMS fonts as to suggest solutions of expressing and visualizing emotions on the mobile phone, a representative media of personal communication. As a solution of reducing the failure, we conducted a survey on users' perception about fonts and the capability of the expressing emotions by fonts. The survey found that mobile fonts can be used as a method to express human emotion. As a finding, the shape of the font can be used as a method to visualize the emotion through text messaging. In future studies, such a method can be applied to variety of different personal media with the communication method based on text. Those studies can propose different usage for fonts in communication.

• Journal of vocational education research
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• v.30 no.4
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• pp.69-87
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• 2011

Until now, most of the attention related information and knowledge transmission is on the verbal message provided by educators. But recently, many researchers are emphasizing importance of nonverbal communication behavior in the evaluation of communicator include educators. When nonverbal messages reinforce verbal messages, meaning is conveyed quickly and easily and with increased comprehension. The purpose of this study is to analyze the effect of professor nonverbal communication on students' academic achievement. In this study, nonverbal communication was divided into the three dimensions of kinesis, proxemics, paralanguage, and physical appearance. It was studied to examine the direct or indirect effects of nonverbal communication on attitude toward the professor and academic achievement. Additionally, it examined the moderating effect of academic self-efficacy in the relationship between attitude toward the professor and academic achievement. The data were collected from 214 college students using an online survey. The results showed that the kinesis, proxemics, and physical appearance, except paralanguage, have significantly positive influence on attitude toward the professor. And the moderating effect of academic self-efficacy has also been founded.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.7
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• pp.2475-2482
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• 2010

This study aimed to evaluate correlation between self-evaluation factors(satisfaction, linkage with major, suitability of management, verbal and non-verbal communication) and academic achievement of medical students according to introduction of explanation meeting in cadaveric dissection. The study was carried out that medical students(n=57) explained cadaveric structure to health allied sciences students and discussed with each other. Just after the meeting,, medical students filled out a questionnaire on impact of self-evaluation factors and communication. We analyzed these factors and their scores using frequency analysis, T-test and analysis of variance. Regardless of their gender, age, previous experience, the majority of the students gave high scores in all of self-evaluation factors. Among them, only verbal communication factor was closely related to their academic achievement(p<0.05). The verbal and non-verbal communication also had a high correlation of 0.673(p<0.01). The explanation meeting provided chance to learn further with positive attitude to medical students and motivated them academically. Additionally, they realized that communication skill played a key role in transmitting medical knowledge to others. Therefore, introduction of communication-based explanation meeting would be very useful tool in improving educational efficiency.

• Fashion & Textile Research Journal
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• v.14 no.3
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• pp.413-422
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• 2012

This study is to verify the influence of salesperson's nonverbal communication on consumer emotions, and service quality in fashion shopping. This study sample is limited to Busan and Kyungnam Province's fashion shopping consumers. The responders included 239. Data were analyzed by frequency, factor analysis, and AMOS. As the results, kinesics, proxemics, paralanguage, and physical appearance are a major influence on positive consumer emotions that influence service quality. Kinesics and proxemics are a major influence on negative consumer emotions; however, paralanguage, and physical appearance are not a major determinant to influence negative consumer emotions; in addition, there is a direct link between negative consumer emotions and service quality. Also, consumer emotions mediated the relationship between nonverbal communication and service quality. Therefore, fashion firms should train employee manners to ensure that nonverbal communication is important in service encounters.

• Journal of Korean Academy of Nursing Administration
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• v.15 no.3
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• pp.382-390
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• 2009

Purpose: The purpose of this study was to determine whether nurses' nonverbal communication predict clients' service satisfaction and to investigate the mediating effects of their trustworthiness between nurses' nonverbal communication and clients' service satisfaction in psychiatric wards. Methods: A convenience sample of 206 psychiatric inpatients was obtained. Participants completed a demographic sheet and three study instruments. Results: There were statistically significant positive relationships between nurses' nonverbal communication, trustworthiness and clients' satisfaction. Trustworthiness was found to partially mediate the relationship between nonverbal communication and clients' satisfaction. Conclusion: Clients' perception of nurses' nonverbal communication, trustworthiness and satisfaction on the nursing services have a strong relationship. Findings contribute to a more comprehensive knowledge base regarding nursing services.

• The Journal of the Korea Contents Association
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• v.15 no.7
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• pp.181-192
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• 2015

Nonverbal immediacy plays a key role in interpersonal communication, inducing closeness and another interaction. This case study investigates the nonverbal behaviors in Human-Robot Interaction(HRI) focusing on immediacy, and how they affect perception of a robot. The results show that nonverbal immediacy, such as nodding and leaning forward, affect perceived interactivity. Nonverbal immediacy can be interpreted their meaning clearly when verbal feedback or other communication channel reinforcing them. Also, touch is found to affect come up with similar ones to the robot, because it is associated with concrete and discrete context. People tend to apply social rules to the robot, but they are more open to the unfamiliar robot compared to strangers. The findings in this study provide future HRI studies with heuristic implications by showing a direction and clarifying principles for composition of verbal and nonverbal expression.