Employees'' Nonverbal Communication Cues and Satisfaction

Anees Janee Ali

ISBN 10: 3843377545 / ISBN 13: 9783843377546

Published by LAP LAMBERT Academic Publishing Nov 2010, 2010

About this Item

Neuware -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.Books on Demand GmbH, Überseering 33, 22297 Hamburg 92 pp. Englisch.

Seller Inventory # 9783843377546

Bibliographic Details

• Title: Employees'' Nonverbal Communication Cues and Satisfaction
• Publisher: LAP LAMBERT Academic Publishing Nov 2010
• Publication Date: 2010
• Language: English
• ISBN 10: 3843377545
• ISBN 13: 9783843377546
• Binding: Taschenbuch
• Condition: Neu
• Dimensions: 220W x 150H x 6D millimeters 220 millimeters width by 150 millimeters height by 6 millimeters depth
• Weight: 155 grams

About this title

Synopsis

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.

About the Author

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.