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2012
호텔직원의 비언어적 커뮤니케이션이 신뢰 및 고객만족, 재방문의도에 미치는 영향:서울시내 특급호텔을 중심으로
A Study on the Effects of Hotel Employee's Nonverbal Communication on Trust and Customer satisfaction, Revisit Intention
(사)한국관광레저학회
박종철, 강미정, 이준재
논문정보
- Publisher
- 관광레저연구
- Issue Date
- 2012-08-01
- Keywords
- -
- Citation
- -
- Source
- -
- Journal Title
- -
- Volume
- 24
- Number
- 6
- Start Page
- 369
- End Page
- 387
- DOI
- ISSN
- 1229-0424
Abstract
This study aims to examine how customer Trust and employee's nonverbal communication, one of environmental variants, can influence on their satisfaction and revisit intention. It is also another goal of this study to provide strategic materials through making out preventive measures against the customer satisfaction and revisit intention. The results of this study, based on a positive analysis, could be summarized as follows. First, the kinesics, paralanguage, physical appearance, proxemics turned out to have affirmative effects on customer's Trust. Second, the kinesics, physical appearance, proxemics turned out to have affirmative effects on customer's satisfaction. Third the kinesics, paralanguage, physical appearance turned out to have affirmative effects on customer's revisit intention. Fourth, the trust turned out to have affirmative effects on customer's satisfaction. Fifth, the trust turned out to have affirmative effects on customer's revisit intention.
- 광주대학교
- KCI
- 관광레저연구
저자 정보
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