• Journal of Distribution Science
• /
• v.16 no.6
• /
• pp.85-96
• /
• 2018

Purpose - There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables. Research design, data, and methodology - The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS. Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees' positive verbal communication and customers' positive emotion, and it also has a negative moderating role in the causal relationship between customers' positive emotion and overall quality of life. Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Second, service companies should try to improve not only the corporate-side performance like trust but also the customer-side performance like quality of life. Third, it will be significant for them to lower the level of negative expectancy disconfirmation for the purpose of improving not only the positive emotions of customers but also the quality of customers' life.

• Child Health Nursing Research
• /
• v.16 no.3
• /
• pp.220-229
• /
• 2010

Purpose: The purpose of this study was to describe quality of life in school age children and the relationship between quality of life and parenting attitude as perceived by children and parent-child communication pattern. Methods: Data were collected between May 26 and June 3, 2009 using self-report questionnaires from 148 pairs of children and their parents. The children were enrolled in 4th to 6th grades. The questionnaires included the Parental Bonding Instrument (PBI), Parent-Child Communication (PCC) Scale, and Pediatric Quality of Life Inventory (PedsQL). The data were analyzed using the SPSS WIN 17.0 program. Results: The Quality of Life (QOL) score for the children was significantly higher among children reporting higher parental bonding attitude (mother r=.38, father r=.34) and parent-child communication (mother r=.43, father r=.36). Results of multiple regression showed that factors significantly associated with QOL were academic achievement, caregiver available after school, parent-child communication, school satisfaction, relationship with peers, and birth order among siblings. Conclusion: Positive relationships and good communication with parents and satisfaction with school life were important factors associated with quality of life in school age children.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.37 no.1
• /
• pp.51-63
• /
• 2013

This study investigates the effect of verbal and nonverbal communication on customer emotions and service quality perceptions. The subjects used in this study were customers of a fashion shop in Sunchon South Korea. The questionnaires were conveniently sampled from July 2010 to August, 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, it was found that the verbal communication of service providers have a significant impact on customer emotion. Second postures/proxemics and physical appearance/paralanguage (out of 3 factors of nonverbal communication) have significant (+) influences on the positive emotion of customers and kinesics have significant (-) effects on the negative emotion of customers. Third, the verbal communication of service providers has a considerable impact on customer service quality perceptions. Forth, given the relationship between non-verbal communication and service quality, it was represented that all factors (postures/proxemics, physical appearance/paralanguage, and kinesics) of nonverbal communication, have significant positive influences upon customer service quality perceptions. Fifth, it was found that customer emotions have a significant impact on customer service quality perceptions.

• Journal of Korean Society for Quality Management
• /
• v.43 no.2
• /
• pp.201-218
• /
• 2015

Purpose: This study surveyed the effects of instructors' verbal and nonverbal communication quality on students' learning flow and satisfaction. We divided the two types of communication into sub-factors - verbal communication into language, and nonverbal communication into kinesics, proxemics, paralanguage and physical appearance - to examine the causal relationship between learning flow and learning satisfaction. Methods: This study was conducted on the students (parents) of a paid early childhood education program run by "I" company located in Seoul, from November 12, 2014 to November 18, 2014. A total of 317 (90.5 %, effective) questionnaires were collected and analyzed using SPSS 18.0 and AMOS 18.0. Results: First, the verbal communication of the lecturers was found to have significantly positive (+) effects on learning satisfaction. Second, among the nonverbal communications, proxemics and physical appearance were found to have positive (+) effects on learning flow. Third, among the nonverbal communications, proxemics was found to have positive (+) effects on learning satisfaction. Fourth, the learning flow of students was found to have positive (+) effects on learning satisfaction. Conclusion: This study's findings can contribute to realizing desirable communication between instructors and students.

• Korean Business Review
• /
• v.17 no.2
• /
• pp.203-228
• /
• 2004

This dissertation investigated the evaluation model of IT Service quality: concentrated on the quality components in mobile communication service. Today, mobile communication service is changing dramatically. The first and second generation's mobile communication services were designed for voice and SMS(Short Message Service). However, while the mobile communication industry grows, the mobile technology made more services available for customers. Customers' changing needs brought a new opportunities to the market. Now, mobile communication service is facing a new era as multi-functioning, multimedia service, and high speed data transfer service are being introduced. There has been a lot of theoretical literature on service quality components of mobile communication, but most of the literature was focused on the voice service and SMS(1st and 2nd generation). As mobile communication service evolves, the components may have to be altered or rebuilt. To identify which service quality components ought to be utilized, prior studies on service quality components, service quality, and customer satisfaction were reviewed. Also, a survey was conducted on the various aspects of mobile communication service. This study suggests 6 components of service quality: those are supporting facilities, cellular phone(facilitating goods), quality of the voice service(explicit service), supplementary services, supporting services, and cost. Empirical results supported that all of these components are proven as the service quality components, but, with regards to customer satisfaction, only cellular phone(facilitating goods) and supplementary services are effective. As previously stated, the relationship between service quality and customer satisfaction is also proven. This study is a point of departure for the success of upcoming generation's mobile communication service. It identifies what is valuable from the customer's point of view. Furthermore, it suggests some ideas to prepare for future market opportunities.

• Fashion & Textile Research Journal
• /
• v.14 no.3
• /
• pp.413-422
• /
• 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 the Korean Society for Library and Information Science
• /
• v.14
• /
• pp.93-130
• /
• 1987

Scientific communication is an information exchange activity between scientists. Scientific communication is carried out in a variety of informal and formal ways. Basically, informal communication takes place by word of mouth, whereas formal communication occurs via the written word. Science is a highly interdependent activity in which each scientist builds upon the work of colleagues past and present. Consequently, science depends heavily on scientific communication. In this study, three mathematical models, namly Brillouin measure, logistic equation, and Markov chain are examined. These models provide one with a means of describing and predicting the behavior of scientific communication process. These mathematical models can be applied to construct quality filtering algorithms for subject literature which identify synthesized elements (authors, papers, and journals). Each suggests a different type of application. Quality filtering for authors can be useful to funding agencies in terms of identifying individuals doing the best work in a given area or subarea. Quality filtering with respect to papers can be useful in constructing information retrieval and dissemination systems for the community of scientists interested m the field. The quality filtering of journals can be a basis for the establishment of small quality libraries based on local interests in a variety of situations, ranging from the collection of an individual scientist or physician to research centers to developing countries. The objective of this study is to establish the theoretical framework for informetrics which is defined as the quantitative analysis of scientific communication, by investigating mathematical models of scientific communication.

• Child Health Nursing Research
• /
• v.8 no.2
• /
• pp.141-151
• /
• 2002

The purpose of this study was to find out the correlations between mother-adolescent communication and quality of life in the adolescents. The study subjects consisted of 171 adolescents who were going to middle school and high school. The data included general characteristics, health related characteristics, stress, mother-adolescent communication and quality of life. The data were analyzed by frequency, mean, percentage, t-test, ANOVA and Pearson's correlation using the SPSS statistical program. The result were as follows: 1. The mean score for the stress of adolescent was 2.48(maximum score: 5) and there were significant difference according to demographic variables that is sex, grade, father's being and health related variables that is health status, frequently ill, illness severity and illness of family. 2. The mean score for the mother-adolescent communication was 3.27(maximum score : 5) and there were significant difference according to demographic variables that is father's and mother's being. There were no significant difference according to any health related variables. 3. The mean score for the quality of life of adolescent was 3.97(maximum score : 7) and there were no significant difference according to demographic and health related variables. 4. There was a negative correlation between the stress and the quality of life. There was a positive correlation between the quality of life and the mother-adolescent communication. There was a no correlation between the mother-adolescent communication and the quality of life. Consequently, the implication for nursing of this study is that there is a need to develop relief strategy of stress for the female adolescents. And there is a need to develop a promoting program of quality of life for the adolescents considering the stress and the mother-adolescent communication.

• Journal of Korean Academy of Nursing Administration
• /
• v.22 no.3
• /
• pp.220-229
• /
• 2016

Purpose: The objective of this study was to investigate the influence of hospital nurses' self-leadership, communication skill, and self-esteem on the quality of nursing service. Methods: The participants, 230 nurses working at a general hospital in Seoul, completed a cross-sectional descriptive questionnaire survey between January 17 and 28, 2014. The collected data were analyzed using the SPSS 19.0 program for descriptive statistics, t-test, one way & two way ANOVA, correlation, and multiple regression analysis. Results: Nurses' self-esteem and communication skill had significant main effects on self-leadership and the quality of nursing service, but the interaction effect of the two independent variables was not significant. Variables that significantly influenced the quality of nursing service were self-leadership, communication skill, self-esteem, and career longevity. The explanatory power of these variables for the quality of nursing service was 54.4%. Conclusion: Findings indicate a need for education programs for nurses which are designed to promote communication skill and enhance self-esteem and self-leadership skills which will in turn enhance the quality of nursing service.

• The Journal of Korean Institute of Communications and Information Sciences
• /
• v.18 no.2
• /
• pp.192-201
• /
• 1993

According to technical advances of telecommunication, communication network has changed to digital transmission from analog transmission network. In the long run, current network will be altered into ISDN which makes end-to-end digital communication. This transition of communication network brings about an important questions for networking plan, administration, and speech quality in order to achieve the effective and advanced telecommunication. Speech quality criterions and degradation factors of digital communication system differ from those of existing analog system because of other characteristics like single echo. It is, therefore, necessary to design new criterions and specifications for digital communication network. This Paper describes the relation between speech communication and speech transmission quality and describes the implementation of model system for quality evaluation of digital speech communication network. In addition, some applications of model system implemented are proposed.