• 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.

• Journal of Internet Computing and Services
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• v.19 no.4
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• pp.95-105
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• 2018

As the IT industry has developed, the frequency of mobile communication usage has increased sharply. Mobile communication has many advantages such as improving work performance, communication beyond time and local constraints, and rapid and vast amounts of information exchange. However, mobile communication also allows supervisors to give their subordinates work at any time. Thus, mobile communication may also have a negative impact on workers' stress levels during non-work time. This study examined required time, urgent business, personal engagement, and trivial matters as sub-dimensions of mobile communication messages that workers could receive during non-work time. Further, the nature of the relationship between team leaders and members explains how these messages may increase the stress levels of workers. Supervisors should prohibit the use of such mobile communication, and efforts should be made at the enterprise level. Through this research, we aim to explain the dual nature of mobile communication, and understand how to optimize the usage of this innovative technology

• 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 Korean Journal of Community Living Science
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• v.22 no.1
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• pp.21-33
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• 2011

This study examined the effects of family environmental variables and parent-child communication on the self-esteem of delinquent and non-delinquent juveniles. For this study, a questionnaire was administered to 117 non-delinquent juveniles living with their parents as high school students and 98 delinquent juveniles aged 15~18 who live in detention centers for adolescence. The data was analyzed using t-test, cross-tab, correlation, and hierarchical multiple regression analysis with SPSS /PC window program. Based on these results, the following conclusions were drawn. First, it was found that non-delinquent juveniles show a more open communication style with their parents than delinquent juveniles. Furthermore, a high level of parent-child communication was associated with high self-esteem in adolescents. Second, although physical environment such as family type or economic status influences an adolescents' self-esteem, the degree of positive parent-child communication style has a much greater effect on an adolescents' self-esteem. Finally, in terms of the effects of family environmental variables and parent-child communication style on self-esteem, parent-child communication style has a stronger effect on delinquent juveniles than non-delinquent juveniles. These results shows the importance of communication style between parent and child, especially for families with delinquent juveniles.

• Journal of Families and Better Life
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• v.19 no.5
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• pp.189-202
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• 2001

The purpose of this study was to investigate the effects of perceived parents-adolescent communication style on adoescent’s self-efficacy. The subjexts of this study were 625 students selected at random from first and second grade of high school in Daegu. A questionnaire was used as survey method. Factor analysis, MANOVA and cluster analysis for data analysis and Scheffe test for post-hoc analysis were employed. The man findings were as follows: Firs, there were significant differences in the degree of adolescent’s self-efficacy according to perceive father-adolescent communication style. In case that adolescents perceived their father’s communication style as reasonable, the degree of self-control, self-confidence and attribution were higher than those of other cases such as non-interferential or impulsive communication style. The adolescents who perceived the father’s communication style as reasonable showed higher preference of difficult task than those who perceived it as non-interferential style. The adolescents who perceived father’s communication style as reasonable and non-interferential showed higher attribution than those who perceived it as impulsive style. Second, there were significant differences in the degree of adolescent’s self-efficacy according to perceived mother-adolescent communication style. In case that adolescents perceived their mother’s communication style as reasonable, the degree of self-control was higher than that of other cases such as non-interferential and impulsive communication style. The adolescents who perceived their mother’s communication style as reasonable showed higher self-confidence than those who perceived as impulsive style.

• Journal of Distribution Science
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• v.16 no.7
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• pp.17-24
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• 2018

Purpose - This study focuses on the quality of nonverbal communication by the flight attendants at the airline, and the factors that contribute to improve customer behavior, thereby providing positive implications for corporate management. Research, design, data, and methodology - For the empirical analysis of this study, reliability analysis and frequency analysis were conducted. T-test and ANOVA analyses were performed. In addition, the effects of nonverbal communication have on customer behavior have regressed analysis. The collected data was empirical suing the SPSS Win 18.0. Results - Among the non-verbal communication qualities were found to significantly influence customer attitudes, and demographic differences in airline flight attendants were also shown to influence their perceptions. Empirical analysis revealed significant differences in demographic characteristics between gender, age and airlines used. Conclusions - All of the non-verbal communication's attributes were found to significantly impact customer attitude. It is used to train the importance of nonverbal communication quality for the role of cabin crew members and to enhance the loyalty of the customers to Airline. This study identifies the relationship between the impact of non-verbal communication quality on customer attitudes and implies the importance of non-verbal communication quality for airline flight attendants. Also, this study suggests that there is a close mechanism between the nonverbal communication and the customer attitudes to airlines.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.5
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• pp.507-518
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• 2022

This study aimed to measure the monetary and non-monetary effects on brand awareness at hypermarkets in Riyadh. The independent variable consists of three sub-variables: price reductions, free samples, and purchasing vouchers. The research population has all Saudi and non-Saudi buyers in Riyadh. The figures show that the population size reached 3.87 million in 2019. The proportional stratification sampling technique and the recommended sample size were 387 buyers. The five-point Likert scale with the fully structured questionnaire was used. The study concldes the effect of free samples on brand awareness while there was no effect of monetary instruments. The results show that the three sales promotion incentives (price reduction, free samples, and purchasing vouchers) moderately affected brand awareness and a key role in explaining consumer behavior, so the significant impact was proved. In summary, this study showed that price reductions have the power of creating the perception of buyers at hypermarkets in Riyadh. Non-cash instruments were more effective than cash instruments in enhancing brand awareness at the hypermarkets in the Saudi market. So, the price reductions and purchasing vouchers have less power in conducting communication-based awareness. Building awareness and improving brand image through free samples were most visible in communication strategy.

• Journal of Oriental Neuropsychiatry
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• v.26 no.4
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• pp.365-382
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• 2015

Objectives: Interpersonal stress is a major cause and aggravating factor of Hwabyung. The purpose of this study was to compare communication type and stress coping style between the Hwabyung patients group and non-Hwabyung patients group. Methods: The total number of study participants was 101. Based on the Hwabyung symptom scale, the study participants were divided into Hwabyung patients group (30 patients) and non-Hwabyung patients group (43 patients; control group), and the others were excluded from the study . All included patients were administered the Virginia Satir’s communication type questionnaire and stress coping scale based on Folkman & Lazarus’s theory. The independent t-test was used to determine the statistical significance between the features of communication types and stress coping styles in each group. In addition, Spearman correlation analysis was used to identify the relationship between communication types and stress coping styles. Results and Conclusions: 1. Communication types differed significantly between the Hwabyung patients group and non-Hwabyung patients group. 2. Hwabyung patients scored significantly higher in each dysfunctional communication type than functional communication type. Scores of placating stance and super-reasonable stance, which were subtypes of dysfunctional communication type, were high in the Hwabyung patients group. The non-Hwabyung patients group scored the highest in Congruent stance, classified as functional communication type. 3. Stress coping style was not significantly different between the two groups.