• Journal of Distribution Science
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• v.20 no.3
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• pp.45-52
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• 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.

• Management & Information Systems Review
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• v.30 no.4
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• pp.45-71
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• 2011

This study aims at reviewing the effect of the non-verbal communication of salespersons at service encounter on customers' non-verbal communication and responses. The previous studies overlooked the correlation between salespersons' non-verbal communication and customers' non-verbal communication at service encounter, although non-verbal communication of salespersons has potentialities evoking customers' non-verbal communication and emotional responses in various ways. If it is a salesperson who a customer first encounters within a shop, the non-verbal communication of salesperson affects his/her non-verbal communication and these non-verbal communication affect his/her emotional responses, and these emotional responses affect his/her behavior. This phenomenon is based on the theory of emotional contagion, mimic, and face feedback. Therefore the non-verbal communication such as greetings, postures and eye-contact manners through the personal interactions between salespersons and customers, can be said to be an antecedent variable which affects the positive responses of customer. As a result of the study, the kinesic of salesperson's non-verbal communication was found to affect customers' non-verbal communication, and customers' non-verbal communication affect emotional responses experienced at service encounter, and customers' positive emotion affect customers' behavior responses. This result provides an opportunity which makes one turn eyes on salespersons' non-verbal communication at sales encounter both practically and scientifically, through introducing salespersons' non-verbal communication as an important factor which can enhance customers' positive responses but has been passed over by the previous studies.

• Journal of the Korea Fashion and Costume Design Association
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• v.24 no.1
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• pp.71-82
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• 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
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• v.13 no.1
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• pp.49-77
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• 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.

• The Journal of Industrial Distribution & Business
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• v.15 no.1
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• pp.1-8
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• 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.

• Journal of the Korean Society of Clothing and Textiles
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• v.37 no.1
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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.

• Journal of the Korean Society of Clothing and Textiles
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• v.46 no.6
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• pp.1161-1179
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• 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.

• The Journal of the Korea Contents Association
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• v.20 no.10
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• pp.259-267
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• 2020

Teaching and learning is based on communication between instructors and learners. In addition to instructor's verbal communication in the classrooms, non-verbal communication plays an important role. There is growing concerned about instructor's non-verbal communication affecting the learning process and learning outcomes. Based on the literature research student's emotional presence and rapport were used variables of learning process, and learning satisfaction was used as a variable of learning outcome to see the relationship of instructor's non-verbal communication. Data was collected from 378 students at A university in Gyeonggi-do and K university in Daejeon. The data was analyzed through structural equations modeling. As a result of the study, instructor's non-verbal communication had a positive impact on emotional presence and rapport. Emotional presence had a significant influence on rapport and learning satisfaction positively, and rapport had a positive effect on learning satisfaction. Instructors should be able to recognize the role of non-verbal communication in the classes as well as be able to use it appropriately. This study could be used as basic data onto the use of non-verbal communication in university classrooms.

• The Journal of Korean Society for School & Community Health Education
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• v.20 no.3
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• pp.123-134
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• 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.

• Management & Information Systems Review
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• v.25
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• pp.171-201
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• 2008

Previous research on negative contents of verbal message being more influential has a two broad streams as impression formation theory and negative information having an more diagnostic informational value. Therefore, this research was intended to obtain consistent results from researches by message frame segmentation of verbal message and to determine the medium of verbal message. It was proven from the research that objects influencing verbal message are being effected by the participation ratio of products and the positive indication is having more meaningful difference than the negative indication statistically unlike to the results of previous researches. Unlike just a biased positive message or negative message as the result of previous research, it was proven that the positive indication is influential regardless of sequences according to participation ratio and site participation in case of positive and negative being existing together.