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Synopsis
Customer satisfaction has become an essence of success in today's highly competitive world. In service industry specifically, communication is vital to determine customer satisfaction. Past researches indicated that, most meaning of conversational messages comes from non-verbal communication. Therefore, this study intended to examine the relationship of non-verbal communication cues to customer satisfaction. A total of 210 hotel customers were sampled.They were evaluated on their perception on hotel employees' non-verbal communication behavior that would lead to their satisfaction to the services provided. The results illustrate that three (interpersonal warmth, attire and proxemics) of the non-verbal communication cues were significant and positively related to customer satisfaction. Proxemics was rated as the non-verbal communication cues that provided the most impact on customer satisfaction.
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Présentation de l'éditeur
Customer satisfaction has become an essence of success in today's highly competitive world. In service industry specifically, communication is vital to determine customer satisfaction. Past researches indicated that, most meaning of conversational messages comes from non-verbal communication. Therefore, this study intended to examine the relationship of non-verbal communication cues to customer satisfaction. A total of 210 hotel customers were sampled.They were evaluated on their perception on hotel employees' non-verbal communication behavior that would lead to their satisfaction to the services provided. The results illustrate that three (interpersonal warmth, attire and proxemics) of the non-verbal communication cues were significant and positively related to customer satisfaction. Proxemics was rated as the non-verbal communication cues that provided the most impact on customer satisfaction.
Biographie de l'auteur
Nadia Hezlin Yashaiya (main author) is the alumni of MBA program of School of Management, Universiti Sains Malaysia. Currently she is working as a lecturer at a private college in Kuala Lumpur. Anees Janee Ali, PhD (aneesali15@yahoo.com) is a lecturer at School of Management, Universiti Sains Malaysia.
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Employees Nonverbal Communication Cues and Satisfaction
Edité par
LAP LAMBERT Academic Publishing, 2010
ISBN 10 : 3843377545
ISBN 13 : 9783843377546
Neuf
Couverture souple
Vendeur : moluna, Greven, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Etat : New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Autor/Autorin: Ali Anees JaneeNadia Hezlin Yashaiya (main author) is the alumni of MBA program of School of Management, Universiti Sains Malaysia. Currently she is working as a lecturer at a private college in Kuala Lumpur. Anees Janee Ali, PhD. N° de réf. du vendeur 5467625
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Employees'' Nonverbal Communication Cues and Satisfaction : Among Hotel Customers
Edité par
LAP LAMBERT Academic Publishing, 2010
ISBN 10 : 3843377545
ISBN 13 : 9783843377546
Neuf
Taschenbuch
Vendeur : AHA-BUCH GmbH, Einbeck, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Taschenbuch. Etat : Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Customer satisfaction has become an essence of success in today's highly competitive world. In service industry specifically, communication is vital to determine customer satisfaction. Past researches indicated that, most meaning of conversational messages comes from non-verbal communication. Therefore, this study intended to examine the relationship of non-verbal communication cues to customer satisfaction. A total of 210 hotel customers were sampled.They were evaluated on their perception on hotel employees' non-verbal communication behavior that would lead to their satisfaction to the services provided. The results illustrate that three (interpersonal warmth, attire and proxemics) of the non-verbal communication cues were significant and positively related to customer satisfaction. Proxemics was rated as the non-verbal communication cues that provided the most impact on customer satisfaction. N° de réf. du vendeur 9783843377546
Quantité disponible : 1 disponible(s)
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Employees'' Nonverbal Communication Cues and Satisfaction
Edité par
LAP LAMBERT Academic Publishing Nov 2010, 2010
ISBN 10 : 3843377545
ISBN 13 : 9783843377546
Neuf
Taschenbuch
Vendeur : BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Taschenbuch. Etat : Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Customer satisfaction has become an essence of success in today's highly competitive world. In service industry specifically, communication is vital to determine customer satisfaction. Past researches indicated that, most meaning of conversational messages comes from non-verbal communication. Therefore, this study intended to examine the relationship of non-verbal communication cues to customer satisfaction. A total of 210 hotel customers were sampled.They were evaluated on their perception on hotel employees' non-verbal communication behavior that would lead to their satisfaction to the services provided. The results illustrate that three (interpersonal warmth, attire and proxemics) of the non-verbal communication cues were significant and positively related to customer satisfaction. Proxemics was rated as the non-verbal communication cues that provided the most impact on customer satisfaction. 92 pp. Englisch. N° de réf. du vendeur 9783843377546
Quantité disponible : 2 disponible(s)
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Employees'' Nonverbal Communication Cues and Satisfaction
Edité par
LAP LAMBERT Academic Publishing Nov 2010, 2010
ISBN 10 : 3843377545
ISBN 13 : 9783843377546
Neuf
Taschenbuch
Vendeur : buchversandmimpf2000, Emtmannsberg, BAYE, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Taschenbuch. Etat : Neu. Neuware -Customer satisfaction has become an essence of success in today''s highly competitive world. In service industry specifically, communication is vital to determine customer satisfaction. Past researches indicated that, most meaning of conversational messages comes from non-verbal communication. Therefore, this study intended to examine the relationship of non-verbal communication cues to customer satisfaction. A total of 210 hotel customers were sampled.They were evaluated on their perception on hotel employees'' non-verbal communication behavior that would lead to their satisfaction to the services provided. The results illustrate that three (interpersonal warmth, attire and proxemics) of the non-verbal communication cues were significant and positively related to customer satisfaction. Proxemics was rated as the non-verbal communication cues that provided the most impact on customer satisfaction.Books on Demand GmbH, Überseering 33, 22297 Hamburg 92 pp. Englisch. N° de réf. du vendeur 9783843377546
Quantité disponible : 2 disponible(s)
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Employees* Nonverbal Communication Cues and Satisfaction: Among Hotel Customers
Edité par
LAP LAMBERT Academic Publishing, 2010
ISBN 10 : 3843377545
ISBN 13 : 9783843377546
Ancien ou d'occasion
Paperback
Vendeur : Mispah books, Redhill, SURRE, Royaume-Uni
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Paperback. Etat : Like New. Like New. book. N° de réf. du vendeur ERICA77338433775455
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