Employees' Nonverbal Communication Cues and Satisfaction (Paperback)

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.

General

Imprint:	Lap Lambert Academic Publishing
Country of origin:	Germany
Release date:	November 2010
First published:	November 2010
Authors:	Anees Janee Ali • Sarah Sabir Ahmad
Dimensions:	229 x 152 x 6mm (L x W x T)
Format:	Paperback - Trade
Pages:	92
ISBN-13:	978-3-8433-7754-6
Categories:	Books > Business & Economics > Business & management > Management & management techniques > General
LSN:	3-8433-7754-5
Barcode:	9783843377546

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