• 유통과학연구
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• 제20권3호
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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.

• 경영과정보연구
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• 제30권4호
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• pp.45-71
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• 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.

• 한국산학기술학회논문지
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• 제12권6호
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• pp.2607-2615
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• 2011

본 연구는 심폐소생술 시행 시 구령집단과 비구령집단 간의 심폐소생술 정확도 비교를 통하여 심폐소생술 시행에 효율성과 정확성을 높이고자 한다. 본 연구는 G도에 소재 대학생 62명(비구령집단 31명, 구령집단 31명)을 편의추출 하였으며, 조사기간은 2010년 10월 7일부터 10월 21일까지 이루어졌다. 분석방법은 SPSS WIN(Version 12.0) 프로그램을 이용하여 분석하였다. 연구결과 심폐소생술 시행 시 비구령집단이 구령집단보다 여러 영역에서 인공호흡과 가슴압박에 대한 심폐소생술의 정확도가 높게 나타났다. 이를 바탕으로 차후 심폐소생술 교육과 술기를 수행함에 있어서 비구령방법을 적용해 볼 필요가 있다. 그리고 응급상황에서 구령방법과 비구령방밥 간의 효과성에 대한 지속적 연구도 필요하다.

• 한국의상디자인학회지
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• 제24권1호
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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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• 제13권1호
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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.

• 비교문화연구
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• 제32권
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• pp.109-132
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• 2013

This paper compares sequential and non-sequential verbal conjunctions in Korean, English, and Japanese by looking at how sequential verbal conjunction is treated in each language. It frist reviews verbal conjunctions in Korean, where sequential conjunction is treated as subordination and non-sequential conjunction is treated as coordination, and looks at verbal conjunctions in English and Japanese to see whether or not sequential conjunction in those languages is subordination. According to Oh (2010), sequential and non-sequential conjunctions in Korean behave quite differently with respect to the tense and negation in the final conjunct. Also, Cho (1995, 2005) and Kwon (2004) show that syntactic operations such as extraction and scrambling clearly distinguish sequential conjunction from non-sequential conjunction. The purpose of this paper is to see how sequential and non-sequential conjunctions are analyzed in English and Japanese and to compare those languages with Korean, especially focusing on whether or not sequential conjunctions in English and Japanese are treated as subordination. For this purpose, I first investigate how tense and negation, which provided crucial evidence for concluding that Korean sequential conjunction is subordination, is interpreted in sequential and non-sequential verbal conjunctions in English and Japanese. Also, I investigate the syntactic properties of sequential and non-sequential conjunctions with respect to syntactic operations such as extraction and scrambling in those languages. The results of the investigation show that in Japanese, which is considered typologically similar to Korean, the sequential conjunction is a case of subordination, while in English, which is considered typologically different from Korean, both sequential and non-sequential conjunctions are treated as coordination.

• 한국멀티미디어학회논문지
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• 제19권3호
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• pp.659-672
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• 2016

In animated films, characters materialize narratives through acting. The narrative is an element to materialize accurate delivery of lines and emotions. The non-verbal actions should express lots of emotions and lines in scenes, and also they can be used as a way of empathy. This study analyzed the visualization factors of narrative focusing on a cat character frequently shown in animated films. For this, the visualization factors of non-verbal actions expressed in characters' personal space and dynamic space were extracted. Based on this, it aims to suggest the emotion expressing method of characters to realize effective narrative visualization. In the future, it aims to be used as reference data in case when producing non-verbal communication for 3D characters.

• 컴퓨터교육학회논문지
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• 제23권3호
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• pp.71-79
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• 2020

이 연구는 비대면 채널에서의 언어폭력이 사회적으로 이슈가 되고 있고 감정노동자들의 업무처리 상황에서 발생하는 언어폭력의 실제 사례들은 무엇이 있는가를 전문가심층면접을 통해 조사하였다. 그리고 실제 통화내용에서 언어폭력의 분포를 음성분석(SA)이라는 새로운 빅데이터 기술을 통해 확인하였다. 연구 결과 첫째 비대면 채널을 통해 일어나는 통화에서 언어폭력은 인격모독, 폭언/욕설, 무리한 요구, (성)희롱과 위협/협박으로 분류된다. 둘째 음성분석을 이용하여 이들 범주 중 가장 높은 빈도를 나타내고 있는 것은 인격모독과 폭언/욕설이었으며 인격모독에서는 하대/반말이 가장 높은 비율을 차지하고 있으며 폭언/욕설에서는 일반적 욕설의 비중이 가장 높았다. 특히 전체 언어폭력 사례에서 일반적 욕설이 차지하는 비율이 가장 높았다. 이 연구를 통해 비대면 채널 상황에서 발생하는 언어폭력의 유형을 정리하였으며 감정노동자들에게 있어서 언어적 스트레스가 직무에 어떠한 영향을 끼치는가에 대한 연구의 필요성을 시사하였다.

• 한국학교ㆍ지역보건교육학회지
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• 제20권3호
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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.

• 대한물리치료과학회지
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• 제9권1호
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• pp.1-8
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• 2002

This study set out to investigate what kind of effects the consistent visual stimuli and verbal and non verbal auditory stimuli have on pain alleviation, as well as to see the influence of joint application of visual and auditory stimuli at the same time on pain alleviation, according to lightness of 50lux and 200lux, ultimately providing basic data in setting up an environment in case of treating pain. The subject were comprised of 30 male and female adults with pain in the neck and back area. The subject were treated in their pain area with Transcutaneous Electrical Nerve Stimulator(TENS) 100HZ for 20 minutes in the research set where each visual, auditory, and joint visual and auditory stimuli was given. For analysis methods, Visual Analogue Scale(VAS) and McGill Pain Questionnaire were adopted to see the changes before and after treatment, and the electrocardiogram, systolic and diastolic pressure, number of heart rate and breathing frequence and endorphin were compared and analyzed using the Wilcoxon singed-rank test. And The Kreskal-walllis test was used to compare the two subgroups from each group. Wilcoxon singed-rank test and the Kreskal-walllis test was used to compare the two subgroups from each group. The results were as follows: 1. The group of 50lux and 200lux were compared given varying degrees of visual stimuli. The group of 200lux showed more reduction in pain points, average systolic and diastolic pressure and average endorphin. 2. The group of verbal and non verbal were compared given varying degrees of auditory stimuli. The group of non-verbal showed more reduction in average systolic and diastolic pressure. 3. The group of 200lux+verbal and 200lux+non verbal were compared given varying degrees of joint visual and auditory stimuli. There was found a statistical significance(p<0.05) in endorphin between the two groups, with more endorphin reduction for 200lux+non verbal group. And there was a statistically significant reduction in VAS and McGill before and after the treatment between the two groups.