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.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2012.1
- 수록면
- 413 - 422 (10page)
이용수
초록· 키워드
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This study is to verify the influence of salesperson's nonverbal communication on consumer emotions, and service quality in fashion shopping. This study sample is limited to Busan and Kyungnam Province's fashion shopping consumers.
The responders included 239. Data were analyzed by frequency, factor analysis, and AMOS. As the results, kinesics,proxemics, paralanguage, and physical appearance are a major influence on positive consumer emotions that influence service quality. Kinesics and proxemics are a major influence on negative consumer emotions; however, paralanguage,and physical appearance are not a major determinant to influence negative consumer emotions; in addition,there is a direct link between negative consumer emotions and service quality. Also, consumer emotions mediated the relationship between nonverbal communication and service quality. Therefore, fashion firms should train employee manners to ensure that nonverbal communication is important in service encounters.
목차
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참고문헌 (26)
참고문헌 신청
Andeson, C. / 1990 / A model of distributor firm and manufacturer firm working partnership / Journal of Marketing 54 : 42 ~ 58
Argyle, M. / 1975 / Bodily communication / International Univ. Press
Argyle, M. Salter, V. / 1970 / The communication of inferior and superior attitudes by verbal and non-verbal signals / British Journal of Social and Clinical Psychology 9 (3)
Babin, J. / 1996 / The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance, and job satisfaction / Journal of Retai
Barnum, C. / 1989 / Taking Cues From Body Language / Management Review : 59 ~ 60
Argyle, M. / 1975 / Bodily communication / International Univ. Press
Argyle, M. Salter, V. / 1970 / The communication of inferior and superior attitudes by verbal and non-verbal signals / British Journal of Social and Clinical Psychology 9 (3)
Babin, J. / 1996 / The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance, and job satisfaction / Journal of Retai
Barnum, C. / 1989 / Taking Cues From Body Language / Management Review : 59 ~ 60
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