• Journal of the Korea Convergence Society
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• v.4 no.3
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• pp.7-13
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• 2013

The objective of this research is to find out the effect of service provider nonverbal attributes on customer evaluation in service recovery stage. Results showed that first, the better kinesics of service provider, the more satisfaction in service recovery stage. Second, the better service providers have physical appearance, the more revisit intention. But both the kinesics and physical appearance have not an effect on recommendation intention. This paper discussed theoretical and practical focusing on nonverbal attributes of service providers.

• 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.

• Management & Information Systems Review
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• v.32 no.2
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• pp.289-314
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• 2013

This study analyzed differences in the effects of communication with salesperson's on customer's emotional responses and store loyalty at customer contact focusing on the moderating effects of salesperson's attribute. This study recognized the need for expanding the results of the prior researches to widen the understanding of communication, emotional responses, and store loyalty. This study tried to, first, examine the effects of communication between customers and salespersons on emotional responses and store loyalty at customer contact; second, determine the effects of reliability and attractiveness, which are attributes of salespersons, as moderating variables; third, examine relative influences of verbal and nonverbal communication on emotional responses and store loyalty. The results mainly showed, first, that communication significantly affected emotional responses and also had significant effects on arousal as well as positive and negative emotion, contrary to prior researches; second, that emotional responses significantly affected store loyalty; third, there was no difference in influences on emotional responses between verbal and nonverbal communication; fourth, the effects of communication on emotional responses depended on attributes of salespersons, demonstrating interactive effects between communication and attributes of salespersons. This study intended to provide theoretical expansion over relations between variables including the dimension of communication beyond empirical reconfirmation of prior researches. In addition, a strategic scheme was presented to manage positive relations with customers at customer contact.

• Korean Medical Education Review
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• v.12 no.2
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• pp.13-18
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• 2010

This study is aimed to reflect non-cognitive traits that should be assessed in admissions interviews for medical school applicants, with the goal being to increase the reliability of the admissions interview. The admissions interview is valued for its ability to assess noncognitive and nonteachable attributes of good doctors, especially which cannot be evaluated with other admission assessment tools. Various characteristics of applicants including age, gender, exam scores, and nonverbal communication were found to have influenced the interview results. Bias from interviewers was a significant factor in the results of the interview. A Structured interview in multiple stations such as the Multiple Mini-Interview showed the highest reliability and validity. To make the interview fair, no information about the applicants was provided to the interviewers and interviewers were recruited from different backgrounds. There have been few research papers on admission interviews in Korea. Active research on the qualities of good doctors and effective and reliable admission interview methods should be encouraged. A strategy should be developed to overcome the philosophical obstacles that medical school professors want to admit academically excellent applicants.

• Korean Journal of Health Education and Promotion
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• v.31 no.1
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• pp.57-70
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• 2014

Objectives: The purpose of this study was to build a conceptual framework of bullying in nursing workplace. Methods: A comprehensive literature review was conducted to identify concepts in relation to bullying in nursing workplace by searching research articles published between 1995 and 2013. In-depth interviews were performed with 14 nurses who experienced bullying at work. The Hybrid Model was applied for concept analysis which led to identify attributes of bullying in nursing workplace. Results: The antecedents of bullying in nursing workplace were offenders, victims, and administrators. They create negative effects on organizational culture and imbalance of power between authority and subordinate workers in the organization. Bullying in nursing workplace that occurred in the forms of inefficient organizational culture, imbalance of power, and the vulnerability of individual or individuals and groups of individuals formed an unstable dynamic. It is expressed as verbal and nonverbal bullying, work-related bullying, and external threats. Consequently, workplace bullying causes physical and psychological withdrawal and increased negative energy in an organization. Conclusions: Workplace bullying consisted of verbal abuse, alienation, unreasonable work processes, restriction on work-related rights, and external threat.

• Journal of Families and Better Life
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• v.2 no.1
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• pp.131-150
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• 1984

The purpose of this study is to explore the family as an interaction system, concentrating on the mutual influences between communication and family development; (1) how Communication patterns affect family relationships, and (2) how relationships among family members affect communication. In order to do this Galvin, Brommel used the following frame work; family is a system in which communication regulates cohesion and adaptability by a flow of message patterns through a defined network of evolving interdependent relationships. A family system consists of members, the relationships among them, the family attributes, the members attributes and an environment in which family functions. Within the framework of common cultural communication patterns, each family has the capacity to develop its own communication code based on the experiences of individual members and the collective family experience. Most of us develop our communication skills within the family context learning both the general cultural language and the specific familial communication code. Communication may be viewed as a symbolic, transactional process as the process of creating and sharing meanings. To say that communication is a process implies a continuous interaction of an indefinite large numbers of variables with a concomitant,. continuous change in the values taken by these variables. Finally the process implies change, Family functions include the primary functions of cohesion and adaptability, and supporting functions of family images, themes, boundaries, and biosocial issues. The primary functions reveal concepts integrated family interaction and supporting function, along with those of cohesion and adaptability, give shape to family life. the characteristics of developed relationships of richness, uniqueness efficiency, substitutability, pacing , openness spontaneity, and evaluation are reflected in the verbal and nonverbal behaviors with which family members negotiated a set of common meanings and develop thier own unique message system. The message system is the major element of communication process and influences both the form and the content of thier relationship and in create and share meanings. Family systems need to provide order and predictability for thier members, specifically focusing on communication rules and the networks by which messages are transmitted. Most rules emerge as a result of multiful interactions. There are basic rules and rules about rules, or metarules. Perceiving the rules of family system is very difficult because often family members don't think about the basic rules, much less the metarules. Breaking the rule may result in the creation of a new set because the system may recalibrate itself to accept more variety of behavior. Families develop communication networks to deal with the general issue. Family adaptability may be seen through the degree of flexibility in forming and reforming networks and networks become a vital part of the decision- making process and relate to the power dynamics operating within the family. Networks also play an integral part in maintaining the roles and rules operating with the family system. Thus networks and rules have mutual influence. The family -of -origin issues influence all aspects of family communication and account for many of the communication patterns, rules and networks and the role of the family -of-origin influences as a primary force for communication on behavior of newly forming systems. Each family system develops its own communication meanings. There is not one right way to communicate within a family but may be indefinitly large change of family life and communication behavior. Study on functional family communication helps to gain a better understanding of dynamics of family communication and ability of a new insight into the family.