• 유통과학연구
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• 제16권6호
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• pp.85-96
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• 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
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• 제16권3호
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• pp.220-229
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• 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.

• 한국의류학회지
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• 제37권1호
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• pp.51-63
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• 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.

• 품질경영학회지
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• 제43권2호
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• pp.201-218
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• 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.

• 산학경영연구
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• 제17권2호
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• pp.203-228
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• 2004

이 논문은 IT서비스의 품질평가 모델을 개발하는 것을 목적으로 한다. 접근방법은 이동통신 서비스(휴대폰)의 품질평가 요소들을 중심으로 조사연구를 하였다. 오늘날 이동통신 서비스 산업은 날로 발전하고 있고 소비자 역시 새로운 제품품질에 대한 욕구가 다양화되고 있어 다기능, 다매체서비스, 고속데이터 전달서비스 등 다양한 부가서비스의 새로운 경쟁시대에 직면하고 있다. 이 연구에서 얻어진 결과는 이동통신 서비스의 전반적인 품질 결정요인으로 (1) 통화품질, (2) 휴대폰단말기, (3) 지원서비스, (4) 부가서비스, (5) 지원시설 및 설비, (6) 비용이 유의한 영향을 미치고 있고, 이동통신 서비스의 본원적 기능인 통화품질에 추가하여 휴대폰 단말기와 부가서비스들이 중요한 영향을 미치는 것으로 나타났다. 한편 휴대폰 단말기와 부가서비스 요소는 이동통신 서비스의 전반적 품질결정에 직접적으로 영향을 미칠 뿐만 아니라, 고객만족에도 직접적으로 영향을 미치는 요소로 확인되었다. 이는 소비자들이 직접 휴대하고 이용하는 단말기와 부가서비스가 매우 중요하다는 사실을 다시 한 번 확인해주는 것으로 보인다.

• 한국의류산업학회지
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• 제14권3호
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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.

• 한국문헌정보학회지
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• 제14권
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• pp.93-130
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• 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
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• 제8권2호
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• pp.141-151
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• 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.

• 간호행정학회지
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• 제22권3호
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• pp.220-229
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• 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.

• 한국통신학회논문지
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• 제18권2호
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• pp.192-201
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• 1993

통신기술이 발전함에 따라 통신망이 아날로그 전송 형태로부터 디지털 전송 형태로 바뀌고 있으며, 궁극적으로는 end-to-end 디지털 통신을 실현하는 종합정보통신망(ISDN)으로 변천하고 있다. 이러한 통신망의 변천에 따라 새로운 망의 설치 및 운용과 더불어 통신의 효율화와 선진화를 달성하기 위한 통화품질의 향상도 중요한 과제로 부각되고 있다. 또한, 새로운 디지털 음성 통신계에서는 통화품질에 영향을 주는 요인들이 기존 아날로그 형태의 음성 통신계와는 다르게 나타나기 때문에 새로운 통화품질의 조건 및 기준을 확립할 필요가 있다. 본 논문에서는 음성통신과 통화품질과의 관계를 설명하고, 디지틀 음성통신계의 통화품질을 설계하기 위한 평가 실험용 디지틀 통화모델 시스템의 설계 및 개발에 대하여 기술한다. 또한, 구현한 모델 시스템의 몇가지 활용을 제안한다.