• 유통과학연구
• /
• 제20권3호
• /
• pp.45-52
• /
• 2022

Purpose: This study investigated the impact of staff verbal and non-verbal communication on consumer satisfaction and revisit intention. The study sought to identify differences in demographic and eating out characteristics on perceived verbal and non-verbal communication. Research design and methodology: This study used a survey method to collect data. The questionnaire asked about previous experience with verbal and non-verbal communication with staff at a counter service restaurant. The study measured degrees of perceived verbal and non-verbal communication. In addition, the effect of verbal and non-verbal communication on satisfaction and revisit intention was measured. The principal results: Results of ANOVA showed significant differences in monthly income on verbal communication and monthly income and budget for dining out on verbal and non-verbal communication. Both verbal and non-verbal communication affected satisfaction and revisit intention significantly with slightly more power of verbal communication than non-verbal communication. Major conclusions: Results of this study suggest that consumers are affected by both verbal and non-verbal communication. Staff communication is critical to increasing consumer satisfaction and revisit intention; hence, training staff in effective communication is necessary.

• 경영과정보연구
• /
• 제30권4호
• /
• pp.45-71
• /
• 2011

본 연구는 서비스접점에서 판매원의 비언어적 커뮤니케이션이 고객의 비언어적 커뮤니케이션과 반응에 미치는 영향을 검토하며 또한 이 과정에서 고객의 인구통계적 특성인 성별이 조절효과를 가지는가를 검토하고자 한다. 선행연구들은 판매원의 비언어적 커뮤니케이션 고객의 행동반응에 미치는 영향을 언급하였다면 본 연구는 상호작용적 비언어적 커뮤니케이션 관점에서 판매원의 비언어적 단서가 고객의 비언어적 단서에 영향을 미치고 고객의 비언어적 단서가 고객의 감정적, 행동적 반응에 영향을 미친다는 것을 제시하고자 한다. 또한 고객의 성별에 따라 상호작용적 커뮤니케이션이 달라질 수 있음을 제시하고자 한다. 연구결과 판매원의 비언어적 커뮤니케이션 중 신체언어가 고객의 비언어적 커뮤니케이션에 영향을 미치며, 성별에 따른 차이검증 결과 판매원의 비언어적 커뮤니케이션 중 신체언어가 여성이 남성보다 고객의 비언어적 커뮤니케이션에 미치는 영향이 컸으며, 신체적 외형이 고객의 비언어적 커뮤니케이션에 미치는 영향은 남성이 여성보다 더 크게 나타났다. 그리고 고객의 비언어적 커뮤니케이션은 고객의 감정에 영향을 미치고 이러한 감정은 고객행동에 영향을 미치는 것으로 나타났다. 이러한 결과는 서비스접점에서 판매원의 비언어적 커뮤니케이션은 정서감염과 모방현상을 통해 고객의 비언어적 커뮤니케이션에 영향을 미치며 고객은 안면피드백을 통해 다시 자신의 감정을 형성하는 근거로 삼는다는 것을 나타내고 있다. 본 연구의 결과는 고객의 긍정적 반응을 높일 수 있는 중요한 요소로 기존 선행연구에서 간과되었던 판매원의 비언어적 커뮤니케이션을 제시함으로써 실무적으로나 학문적으로 서비스접점에서 판매원의 비언어적 커뮤니케이션에 관심을 가질 수 있는 계기를 제공하고 있다.

• 한국의상디자인학회지
• /
• 제24권1호
• /
• pp.71-82
• /
• 2022

This study investigated the effect of non-verbal communication of beauty service employees on customer trust and revisit intention, and verified the mediating effect of trust in the relationship between non-verbal communication and revisit intention. The results of this study are as follows: First, the relationship between non-verbal communication and customer trust of beauty service employees found that non-verbal communication had a significant effect on trust. Second, the relationship between the non-verbal communication of beauty service employees and customer revisit intention found that all non-verbal methods of communication, except body language, had a significant effect on revisit intention. Third, it was found that trust had a significant effect on revisit intention. Fourth, as a result of analyzing the mediating effect of customer trust on the relationship between non-verbal communication of beauty service employees and customer's revisit intention, spatial language, and appearance language showed that customer trust had a full mediating effect on the relationship between revisit intention.

• Educational Technology International
• /
• 제13권1호
• /
• pp.49-77
• /
• 2012

The development of mobile devices and network technology is changing the ways in which people communicate with one another. Mobile text message has emerged as one of the most frequently used form of communication, which also gave rise to various non-verbal texts such as emoticons. Nonetheless, the use of text messages has largely been denied in education because text messages often involve colloquial and non-verbal texts considered inappropriate or grammatically incorrect by the teacher. In efforts to provide a theoretical framework to better understand mobile e-text communication, this research compared the practical usages of non-verbal texts in the mobile e-learning environment. The study developed three types of text messages according to the degree of using non-verbal texts and their phraseology as instructors' messages, which were then distributed to 259 students via mobile text messaging. The perceptions of students were analyzed using a semantic differential scale and a questionnaire. The results showed clear differences in students' perceptions of non-verbal text and traditional text, and that optimally designed non-verbal texts turned out to encourage the students' interaction the most out of the three types of text messages. Following the discussion of the results, an expanded theoretical framework beyond Ong's concepts of orality and literacy is also suggested to understand the evolution of mobile e-text communication in education.

• 산경연구논집
• /
• 제15권1호
• /
• pp.1-8
• /
• 2024

Purpose: The purpose is to investigate the types of communication between aviation industry workers and passengers according to environmental changes following the COVID-19 pandemic. This study analyzes the impact of verbal and non-verbal communication styles of airport staff, especially those working at airline check-in counters, on passenger satisfaction. Research Design: The research design focuses on the impact of verbal communication styles and non-verbal communication factors of airline check-in counter staff, who represent the initial point of contact with passengers among airport staff, on passenger satisfaction. The survey period for sample collection was from July 1 to July 30, 2023, and the study was conducted targeting passengers boarding aircraft through Incheon Airport and Gimpo Airport. Result: First, it is important for airport staff to recognize all passengers, especially corporate customers, as corporate customers rather than simply as individuals boarding an airplane. Second, as the importance of non-verbal expressions increases due to the impact of COVID-19, physical and verbal responses are necessary. Third, it is important to check which language the passenger understands. Conclusions: Since communication through nonverbal expressions has become more important since COVID-19, airport employees need to recognize the importance of nonverbal communication. This awareness can serve as a foundation for building trust between airport staff and passengers.

• 한국의류학회지
• /
• 제37권1호
• /
• 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.

• 한국의류학회지
• /
• 제46권6호
• /
• pp.1161-1179
• /
• 2022

In this study, the effects of show host's verbal communication subfactors, such as paralanguage, friendliness, and professionalism, as well as nonverbal communication subfactors, such as demonstration attitude, appearance, and attractiveness, on purchase intention were examined by evaluating customer empathy and product reliability. Data was collected from 20s-50s females. SPSS 23.0 and AMOS 23.0 were used for data analysis. The results revealed that professionalism and friendliness had a positive impact on customer empathy; however, friendliness had a negative impact on product reliability. Moreover, nonverbal communication subfactors had a positive impact on empathy, and appearance had a positive impact on product reliability. In contrast, attractiveness had a negative impact on product reliability, whereas empathy and product reliability had a positive impact on purchase intention. Thus, ensuring appropriate verbal and nonverbal communication is essential for customer empathy and product reliability. Given that a show host's friendliness, professional verbal communication, demonstration attitude, appearance, and attractiveness have a positive impact on customer empathy, these factors should be considered critical qualities of show hosts.

• 한국의상디자인학회지
• /
• 제26권2호
• /
• pp.45-56
• /
• 2024

The purpose of this study is to verify the effects of the instructor's communication type on class satisfaction. To this end, a survey was conducted on 204 people taking classes related to beauty design, and regression analysis was conducted on the collected data using SPSS 25.0. It was found that the instructor's communication type had a significant effect on the formation of rapport with learners and class satisfaction. As the instructor's verbal and non-verbal communication positively affects the formation of rapport and enhances class satisfaction, efforts are be needed to improve these aspects. In addition, it can be seen that the instructor's communication type is a variable that positively affects class satisfaction through the formation of rapport. Therefore, instructors need to use appropriate communication types, and the effect of class satisfaction with learners can be enhanced through non-verbal cues, such as exchanging gazes, while having a natural posture, and smiling.

• 한국콘텐츠학회논문지
• /
• 제20권10호
• /
• pp.259-267
• /
• 2020

수업은 교수자와 학습자 간의 커뮤니케이션을 기반으로 이루어진다. 수업에서 교수자의 언어적 커뮤니케이션과 더불어 비언어적 커뮤니케이션은 중요한 역할을 담당하고 있으며 학습과정과 학습성과에 영향을 준다는 점에 관심이 점차 증가하고 있다. 본 연구는 문헌연구를 근거하여 교수자의 비언어적 커뮤니케이션과 연계된 학습자의 학습과정 변인으로 감성적 실재감과 라포, 학습성과 변인으로 학습만족도를 정하였다. 본 연구의 목적은 대학 수업에서 교수자의 비언어적 커뮤니케이션과 대학생의 감성적 실재감, 라포 및 학습만족도 간의 관계를 구조적으로 규명하는 데 있다. 경기지역 A대학교 및 대전지역 K대학교의 재학생 378명으로부터 자료를 수집하였으며 구조방정식을 통해 자료를 분석하였다. 연구결과, 교수자의 비언어적 커뮤니케이션은 대학생의 감성적 실재감과 라포에 정적 영향을 미쳤다. 감성적 실재감은 라포와 학습만족도에 정적 영향을 미쳤으며 라포는 학습만족도에 정적 영향을 미쳤다. 교수자는 수업 중 비언어적 커뮤니케이션의 역할을 인식하고 적절하게 활용할 수 있어야 할 것이다. 본 연구결과는 대학 수업에서 교수자의 비언어적 커뮤니케이션 활용에 대한 기초자료로 활용될 수 있을 것이다.

• 한국학교ㆍ지역보건교육학회지
• /
• 제20권3호
• /
• pp.123-134
• /
• 2019

Objectives: The purpose of this study is to identify the problems of verbal violence that adolescents face in the post-human age, when the non-face-to-face media is increasing. Methods: A survey was conducted on 305 adolescents, aged 14 to 16 years of middle school and high school students. The data were analyzed with the SPSS 25.0. Results: As a result of conducting multiple regression analysis to identify the type of conversation that affects verbal abuse of adolescents, a model with a conversation with family, conversation with other people, messenger conversation such as KakaoTalk, and video chat conversation was selected. The amount of explanation was 11.4%. (R2 = .114) Of these, non-face-to-face conversations have been shown to increase verbal violence, and face-to-face conversations with family have, in turn, lowered the risk. As a result of t-testing to examine the effect of verbal abuse experience on the verbal violence index, the damage experience was significant in depression (p = .042) and impulsive aggression (p = .021). (P = .000). Conclusion: This study reiterates the importance of family dialogue along with the fact that the development of various non-face-to-face media in the Fourth Industrial Revolution can have a negative impact on adolescent mental health.