• The Journal of Industrial Distribution & Business
• /
• v.15 no.1
• /
• 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.

• Korean journal of food and cookery science
• /
• v.26 no.3
• /
• pp.272-280
• /
• 2010

The purpose of this study was to understand the interrelationships between the customers' perception of verbal and nonverbal communication, customers' trust and satisfaction in the family restaurant. Based on a total of 310 samples that were obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model(SEM). The proposed model provided an adequate fit to the data, $X^2$=953.126(df=417), p<.001, CMIN/df 2.286, GFI .831, NFI .889, IFI .934, TLI .926, CFI .934. The results showed that employees' verbal communication ($\beta$=.264), paralanguage ($\beta$=.172) and physical appearance ($\beta$=.120) among the nonverbal communications had a significant positive effect on the customers' trust. In addition, the customers' trust ($\beta$=.644) had a significant positive effect on the customer satisfaction. Limitations and future research directions are also discussed.

• Science of Emotion and Sensibility
• /
• v.17 no.4
• /
• pp.61-70
• /
• 2014

Verbal communication has limits in the interaction between robot and man, and therefore nonverbal communication is required for realizing smoother and more efficient communication and even the emotional expression of the robot. This study derived 7 pieces of nonverbal information based on shopping behavior using the robot designed to support shopping, selected facial expression as the element of the nonverbal information derived, and coded face components through 2D analysis. Also, this study analyzed the significance of the expression of nonverbal information using 3D animation that combines the codes of face components. The analysis showed that the proposed expression method for nonverbal information manifested high level of significance, suggesting the potential of this study as the base line data for the research on nonverbal information. However, the case of 'embarrassment' showed limits in applying the coded face components to shape and requires more systematic studies.

• Korean Journal of Child Studies
• /
• v.34 no.2
• /
• pp.1-25
• /
• 2013

The purpose of this study was to examine the relationship among infants' nonverbal communication, maternal verbal behaviors and the infants' acquisition of vocabulary. The subjects were 93 pairs of 10 to 18 months old infants and their mothers residing in the Seoul and GyeongGi-Do area. The results were as follows : (1) In terms of the infants' nonverbal communicative means, it appeared that the group of 16~18 month olds utilized more gesture and vocalization. As regards the infants' nonverbal communicative functions in terms of social behavior and joint attention, the group of 16~18 month olds was found to perform more of the behaviors from this category than the other groups. There was a significant difference in the maternal verbal behavior among the different age groups. (2) Among the infants' nonverbal communicative means, gesture and vocalization, there appeared to be a significant relationship between vocalization and the infants' acquisition of vocabulary. In addition, there was an important relationship between the high usage of infants' nonverbal communicative functions with behavior regulation and the high usage of joint attention and the successful acquisition of vocabulary among infants. (3) Social play, which is a maternal verbal behavior categorized as one of the strategies for getting infants' attention, was significantly related to the acquisition of infants' vocabulary. (4) When mothers used more imitating sounds and mimetic words, requests for information, descriptions, conventional social expressions, and imitation to enhance responsiveness, infants were found to have acquired a larger vocabulary.

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

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

• Journal of Korean Elementary Science Education
• /
• v.30 no.1
• /
• pp.51-60
• /
• 2011

The purpose of this study was to investigate gifted students' verbal-nonverbal interactions in small grouped classes and to classify them into characteristics. For this study, an instrument to measure gifted student's verbal-nonverbal interactions was developed. The subjects were 16 students of 5th and 6th grades at H-area gifted center in rural area. Video recorded was classified each 5minutes by researchers. The results were as follows; First, verbal interactions were about 27% and non-verbal interactions were about 73%. Activities unrelated to learning were about 20%. Second, high achievement gifted students enjoyed verbal interactions including discussions. Third, gifted students can be classified 3 types(Spoken-centered, Written-centered and Played-centered) by interactions. The results revealed that gifted student's verbal-nonverbal interactions played an important role in communication between students and teacher as well as students. Small-grouped instructions according to characteristic and levels of gifted students are needed in gifted science education.

• Journal of Korean Library and Information Science Society
• /
• v.7
• /
• pp.115-145
• /
• 1980

The purpose of this paper is to explore the significance of nonverbal communication in the field of library profession. Confronted with explosive information produced not only in numbers but also in kinds, libraries are highly organized, and that it is difficult for the average person to use the library. Librarians who must encounter with users must be able to read their needs and understand all level of communication. Librarians must not only to understand what and how they say but also why they say it. To understand patron's messages and to communicate effectively, librarian as a communication specialist must be able to instruct users in "how to a n.0, pproach in an information search but also able to bring about meaningful dialog between the librarian and the patron.tron.

• Journal of Distribution Science
• /
• v.3 no.2
• /
• pp.121-142
• /
• 2005

We're living in a world of one global village. The globalization of business is acceleration as more companies cross national borders to find customers, materials and money. Many foreign companies and organizations are doing their business aggressively in Korea and many Korean companies and rushing into foreign market. When people communicate for business with someone from another culture, there could be difficult communication barriers to overcome resulting from differences in their values, beliefs, norms for behavior, expectations, attitudes and so on. To do successfully business, we need to understand culture background and communication style that is different from nation, race, language. Communication barriers stemming from cultural differences may vary. Largely, they can be divided into value system, non-verbal communication, and perception process. Value system can be divided into individualism versus group orientation, avoidance of uncertainty degree, power distance, and high- context culture versus low-context culture. Also non-verbal communication method and perception process may play decisive roles in communication effectiveness. Especially nonverbal communication barriers which sometimes play more important roles than the verbal parts are composed of eye contact, gesture, kinesics, proxemics, chronemics, paralanguage and language of color Cross-cultural communication affect business situation. I expect that if we understand cultural background, and then we overcome cross-cultural communication barriers. To overcome and to adapt inter-cultural business, we need to develope curriculum on the cross-cultural education which I will study in the next paper.