지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
Even if Demand in air industry is increasing Job stress has become an important issue in today's world. One must recognize that not all stress is negative. A certain amount of stress is needed for an employee to remain motivated in their position. Therefore it is estimated that air service market become highly unclear and competitiveness to attract customer is deepening. To overcome this air situation and secure its competitiveness, improvement in its service quality will be an important competitive strategy. So Specific of this study are as follows ; firstly to find out real relations between perceived nonverbal communication and perceived service quality and customer satisfaction. Secondly to analyze groups comparatively by demographics characteristics and verify intermediate effect from the relations between perceived service quality and customer satisfaction. The result of this real analysis is summarized as follows; Firstly nonverbal communication has a positively meaningful effect on perceived service quality, Secondly perceived service quality has a positively meaningful effect on customer satisfaction. It suggest following things, it show that communication of service staff consists of not only linguistic from but also various nonverbal communication form. Because service has an effect on customer through various nonverbal communication ways, such as facial expression and gesture should be also used. Therefore in educating service staff, these things should be included and in managing them, it should make them consider them as important.
목차
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참고문헌 (39)
참고문헌 신청
Argyle, M. / 1975 / Bodily Communication / International University. Press
Bayes, M. A. / 1972 / Behavioral Cues of Interpersonal Warnth / Journal of Consulting And Clinical Psychology 39 (2) : 333 ~ 339
Birdwhistell. L. / 1952 / Introduction To Kinesics / Louisville University of Louisville Press
Brady, M. K. / 2001 / Managing Behavioral Intentions In Diverse Cultural Environment: An Investigation of Service Quality, Service Value, And Satisfaction For American And E
Chang, T. / 1994 / Price, Product Information, And Purchase Intention: An Empirical Study / Journal of Academy of Marketing Science 22 (1) : 16 ~ 27
Bayes, M. A. / 1972 / Behavioral Cues of Interpersonal Warnth / Journal of Consulting And Clinical Psychology 39 (2) : 333 ~ 339
Birdwhistell. L. / 1952 / Introduction To Kinesics / Louisville University of Louisville Press
Brady, M. K. / 2001 / Managing Behavioral Intentions In Diverse Cultural Environment: An Investigation of Service Quality, Service Value, And Satisfaction For American And E
Chang, T. / 1994 / Price, Product Information, And Purchase Intention: An Empirical Study / Journal of Academy of Marketing Science 22 (1) : 16 ~ 27
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