The Effects of Non Verbal Communication of Restaurant Employees on Customer Emotion, Customer Satisfaction, Customer Trust, and Revisit Intention

Kim, Bo‐Yeong; Jun, Jaehyeon; Han, Sang-Ho

doi:10.21871/kjfm.2018.09.9.3.45

Cited by 4 publications

(3 citation statements)

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“…(4) National image and SNS citizenship behavior were found to exert a statistically significant positive (+) effect on tourist behavioral intention. This finding supports the finding of previous studies by Alvarez and Campo [117], Kim, Kim, and Cha [123], Kim, Kim, and Choi [120], Kim, Kim, and Lee [118], Kim, Kwon, and Bae [119], Kwon and Song [124], Lee and Kim [121], Lee and Lockshin [122], and Suh and Yang [106]. In the culture and tourism industry, national image is considered a key variable that has a profound effect on global K-pop viewers' (tourists') decisions on their tourist destination.…”

Section: Summary Of the Studysupporting

confidence: 93%

The Phenomenon and Development of K-Pop: The Relationship between Success Factors of K-Pop and the National Image, Social Network Service Citizenship Behavior, and Tourist Behavioral Intention

Kim

Park

et al. 2022

Sustainability

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This study aims to understand the impact of six success factors of K-pop on the national image of Korea perceived by global viewers and SNS citizenship behavior. In addition, this study seeks to validate the impact of the national image of Korea/SNS citizenship behavior, as defined in the foregoing, on tourist behavioral intention. Our analysis was conducted within the theoretical frameworks of the SERVQUAL, Image Theory, and the Theory of Planned Behavior. To that end, 1247 global viewers (eight countries) who have listened, watched and searched for information on K-pop are surveyed. Four statistical programs (SPSS/SmartPLS/GSCA Pro/JASP) are used for regression analysis and structural equation modeling. The results indicate the following. (1) Four K-pop success factors (producers, casting, producing/promotion, and contents) demonstrate a statistically significant positive influence on national image. (2) Two K-pop success factors (casting and producing/promotion) demonstrate a statistically significant positive influence on SNS citizenship behavior. In addition, K-pop contents has a statistically significant positive influence on SNS citizenship behavior (only in SPSS). (3) National image has a statistically significant positive influence on SNS citizenship behavior; and national image and SNS citizenship behavior have a statistically significant positive influence on tourist behavioral intention. As an exemplary cultural product, K-pop is creating economic added value. It is necessary to establish the measures to integrate K-pop in product planning and PR for sustainable marketing for Hallyu tourism.

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Section: Summary Of the Studysupporting

confidence: 93%

The Phenomenon and Development of K-Pop: The Relationship between Success Factors of K-Pop and the National Image, Social Network Service Citizenship Behavior, and Tourist Behavioral Intention

Kim

Park

et al. 2022

Sustainability

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“…To ensure content validity, the items used to measure the constructs were adapted from extensive literature and modified to fit the study context. Measurement items for customer engagement were adapted from So et al (2013) , with 15 question items; measurement items for service quality were adapted from Oh and Kim (2017) , with 6 items; measurement items for perceived value were adapted from Yang and Peterson (2004) , with 6 items; measurement items for customer satisfaction were adapted from Kim et al (2018) , with 4 items; measurement items for trust were adapted from Chaudhuri and Holbrook (2001) , with 3 items; measurement items for WOM intention were adapted from Seo et al (2020) , with 3 items. Reuse intention was measured using four items adapted from Park and Park (2017) .…”

Section: Methodsmentioning

confidence: 99%

The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust

et al. 2022

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Because of the COVID-19, the tourism industry has been greatly affected, especially the occupancy rate of hotel companies. This study analyzes the effects of customer engagement and service evaluation on brand trust and customer behavioral intention based on 437 valid questionnaires from Chinese economy hotel companies using SPSS and AMOS. The components of customer engagement are subdivided into five dimensions: identification, enthusiasm, attention, absorption and interaction, and the impact of these five dimensions on brand trust in the COVID- 19 is investigated. Finally, it verifies the influence of trust on customers’ word-of-mouth (WOM) intention and customers’ reuse intention. The results of this study not only enrich the research on customer engagement and service evaluation in marketing circles but also give some advice to hotel companies in the COVID-19 customer engagement and service evaluation that can enhance the trust of enterprises and promote the behavior intention of customers, which has certain practical reference value.

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“…반응과 행동에 영향을 미친다고 보고 있고 (Depaulo, 1992), 서비스 제공자가 고객에게 보여지는 커뮤니케이션이 경영성과에도 영향을 미친다고 하였다 (Kim et al, 2018). 이러한 커뮤니케이션 과정에서 만들어진 내용을 관리하면서 만들어진 전반적인 고객의 지각 요소는 기업의 이미지가 된다고 보았다 (Keller, 1993).…”

Section: 서비스제공자의 언어적•비언어적 커뮤니케이션에 따라서 고객의unclassified

Effects of Salespersons’ Verbal and Nonverbal Communication in Beauty Service Encounters on Brand Image and Store Loyalty

Park

2023

Asian J Beauty Cosmetol

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Purpose: This study investigated the effect of salespersons’ verbal and nonverbal communication in beauty-service encounters on customers’ store loyalty, focusing on the mediating effect of brand image.Methods: Analyses were conducted by employing the Statistical Package for the Social Sciences program to investigate how salespersons’ verbal and nonverbal communication in beauty-service encounters affect customers’ store loyalty and brand image.Results: Verbal and nonverbal communication of salespersons in beauty-service encounters were found to positively influence brand image and customers’ store loyalty. In particular, beautyservice salespersons’ kinesics and paralanguage was identified to have a significant effect on store loyalty through brand image.Conclusion: When customers positively perceive beauty-service salespersons’ verbal and nonverbal communication, they will be satisfied with the beauty service; therefore, education and management in verbal and nonverbal communication is required. Accordingly, if beauty-service salespersons make an effort to boost confidence; wear neat and fashionable clothes; and maintain eye contact, positive facial expressions, and gestures, they will increase a store’s brand image and customers’ store loyalty.

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The Effects of Non Verbal Communication of Restaurant Employees on Customer Emotion, Customer Satisfaction, Customer Trust, and Revisit Intention

Cited by 4 publications

References 0 publications

The Phenomenon and Development of K-Pop: The Relationship between Success Factors of K-Pop and the National Image, Social Network Service Citizenship Behavior, and Tourist Behavioral Intention

The Phenomenon and Development of K-Pop: The Relationship between Success Factors of K-Pop and the National Image, Social Network Service Citizenship Behavior, and Tourist Behavioral Intention

The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust

Effects of Salespersons’ Verbal and Nonverbal Communication in Beauty Service Encounters on Brand Image and Store Loyalty

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