Employees' Nonverbal Communication Cues and Satisfaction: Among Hotel Customers - Softcover

Ali, Anees Janee; Sabir Ahmad, Sarah

 
9783843377546: Employees' Nonverbal Communication Cues and Satisfaction: Among Hotel Customers
Softcover
ISBN 10: 3843377545 ISBN 13: 9783843377546
Verlag: LAP LAMBERT Academic Publishing, 2010

Inhaltsangabe

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.

Die Inhaltsangabe kann sich auf eine andere Ausgabe dieses Titels beziehen.

Reseña del editor

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.

Biografía del autor

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.

„Über diesen Titel“ kann sich auf eine andere Ausgabe dieses Titels beziehen.

Verlag
LAP LAMBERT Academic Publishing
Erscheinungsdatum
2010
Sprache
Englisch
ISBN 10 
3843377545
ISBN 13 
9783843377546
Einband
Tapa blanda
Anzahl der Seiten
92
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Nicht verfügbar