The effects of nonverbal communication of employees in the family restaurant upon customers' emotional responses and customer satisfaction

Hyo Sun Jung; Hye Hyun Yoon

doi:10.1016/j.ijhm.2010.09.005

The effects of nonverbal communication of employees in the family restaurant upon customers' emotional responses and customer satisfaction

Hyo Sun Jung, Hye Hyun Yoon

Research output: Contribution to journal › Article › peer-review

69 Citations (Scopus)

Abstract

The purpose of this study was to understand interrelationships among customers' perception of nonverbal communication, customers' emotional responses and customer satisfaction in the family restaurant. A total of 333 customers in Korea participated. The results showed that employees' kinesics and proxemics among nonverbal communications have a significant effect on customers' positive emotions, while employees' kinesics and paralanguage affect customers' negative emotions. Also, it was found that whether customers feel positive or negative determines their satisfaction. Limitations and future research directions are also discussed.

Original language	English
Pages (from-to)	542-550
Number of pages	9
Journal	International Journal of Hospitality Management
Volume	30
Issue number	3
DOIs	https://doi.org/10.1016/j.ijhm.2010.09.005
Publication status	Published - Sept 2011

Bibliographical note

Funding Information:
This work was supported by a grant from the Kyung Hee University in 2009 (KHU-20100128).

Keywords

Customer satisfaction
Emotional responses
Family restaurant
Nonverbal communication

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10.1016/j.ijhm.2010.09.005

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title = "The effects of nonverbal communication of employees in the family restaurant upon customers' emotional responses and customer satisfaction",

abstract = "The purpose of this study was to understand interrelationships among customers' perception of nonverbal communication, customers' emotional responses and customer satisfaction in the family restaurant. A total of 333 customers in Korea participated. The results showed that employees' kinesics and proxemics among nonverbal communications have a significant effect on customers' positive emotions, while employees' kinesics and paralanguage affect customers' negative emotions. Also, it was found that whether customers feel positive or negative determines their satisfaction. Limitations and future research directions are also discussed.",

keywords = "Customer satisfaction, Emotional responses, Family restaurant, Nonverbal communication",

author = "Jung, {Hyo Sun} and Yoon, {Hye Hyun}",

note = "Funding Information: This work was supported by a grant from the Kyung Hee University in 2009 (KHU-20100128). ",

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T1 - The effects of nonverbal communication of employees in the family restaurant upon customers' emotional responses and customer satisfaction

AU - Jung, Hyo Sun

AU - Yoon, Hye Hyun

N1 - Funding Information: This work was supported by a grant from the Kyung Hee University in 2009 (KHU-20100128).

PY - 2011/9

Y1 - 2011/9

N2 - The purpose of this study was to understand interrelationships among customers' perception of nonverbal communication, customers' emotional responses and customer satisfaction in the family restaurant. A total of 333 customers in Korea participated. The results showed that employees' kinesics and proxemics among nonverbal communications have a significant effect on customers' positive emotions, while employees' kinesics and paralanguage affect customers' negative emotions. Also, it was found that whether customers feel positive or negative determines their satisfaction. Limitations and future research directions are also discussed.

AB - The purpose of this study was to understand interrelationships among customers' perception of nonverbal communication, customers' emotional responses and customer satisfaction in the family restaurant. A total of 333 customers in Korea participated. The results showed that employees' kinesics and proxemics among nonverbal communications have a significant effect on customers' positive emotions, while employees' kinesics and paralanguage affect customers' negative emotions. Also, it was found that whether customers feel positive or negative determines their satisfaction. Limitations and future research directions are also discussed.

KW - Customer satisfaction

KW - Emotional responses

KW - Family restaurant

KW - Nonverbal communication

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DO - 10.1016/j.ijhm.2010.09.005

M3 - Article

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VL - 30

SP - 542

EP - 550

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

IS - 3

ER -

The effects of nonverbal communication of employees in the family restaurant upon customers' emotional responses and customer satisfaction

Abstract

Bibliographical note

Keywords

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