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dc.contributor.author현성협-
dc.date.accessioned2018-03-29T07:25:39Z-
dc.date.available2018-03-29T07:25:39Z-
dc.date.issued2014-01-
dc.identifier.citation호텔관광연구, 2014, 52, p.141-166(26pages)en_US
dc.identifier.issn1229-3482-
dc.identifier.urihttp://kiss.kstudy.com/thesis/thesis-view.asp?key=3236097-
dc.identifier.urihttp://hdl.handle.net/20.500.11754/53780-
dc.description.abstractBy the development of economy and the improvement of living standards, more and more people are making request for the quality of higher life. Service industry, especially concerned with hotel, has been one of the most important factors of modern life. Today, hotels are attempting to attract more customers by providing various services for hotel firms` financial performance. Especially, of many areas in the hotel business, the service is being emphasized as an important factor for business success, and it has been confirmed that the verbal communication and non-verbal communication of service provider become fundamental factors of service to satisfy hotel customers. 1) The primary aim of this study is to examine the influence of the hotelier`s communication on the emotional response, satisfaction and behavioral intention of the customers. 300 questionnaires were distributed to the hotel customers, and among them, 210 questionnaires were collected. To empirically test a proposed model, we employed SPSS 18.0 and carried out exploratory factor analysis and multi regression analysis. As a result of the data analysis, research findings showed that there were two dimensions of verbal communication(staff-led and customer-led communication) and four dimensions of non-verbal communication(proxemics, paralanguage, physical appearance and kinetics). The verbal and non-verbal communication of the hotelier impacts on both customers` positive and negative emotional responses at service encounter. This phenomenon is based on the theory of emotional contagion that one`s positive and emotional expression causes its counterpart to have a similar emotional experience. In addition, the influences of positive and negative emotional response on customers` satisfaction and behavioral intentions are significant. This study provides meaningful knowledge for the hotel industry in terms of communication importance toward customer`s emotional response, satisfaction and behavioral intention. As a result, this study offers instructive meanings for the management to service design, staff training andeducation to operate effective and successful business. Hotel managers need to recognize the role of service providers` communication at service encounter, and they should conduct communication strategies depending on service typology.en_US
dc.description.sponsorship이 논문은 2013년도 부산대학교 특성화분야 육성 사업의 연구비를 지원 받아 연구되었음.en_US
dc.language.isoko_KRen_US
dc.publisher한국호텔관광학회,en_US
dc.subjectVerbal communicationsen_US
dc.subjectNon-verbal communicationsen_US
dc.subjectcustomer`s emotional responseen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectBehavioral intentionen_US
dc.title호텔리어의 커뮤니케이션이 고객의 감정반응, 고객만족과 행동의도에 미치는 영향: 부산지역 호텔 이용고객대상으로en_US
dc.title.alternativeThe Impact of the hotelier communication style on customer`s emotional response, customer satisfaction and behavioral intentions: to target customers in Busan hotelen_US
dc.typeArticleen_US
dc.relation.no1-
dc.relation.volume16-
dc.relation.page141-166-
dc.relation.journal호텔관광연구-
dc.contributor.googleauthor이형주-
dc.contributor.googleauthor현성협-
dc.contributor.googleauthorLee, Hyung Ju-
dc.contributor.googleauthorHyun, Sung Hyup-
dc.relation.code2014000961-
dc.sector.campusS-
dc.sector.daehakCOLLEGE OF SOCIAL SCIENCES[S]-
dc.sector.departmentDIVISION OF TOURISM-
dc.identifier.pidsshyun-
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COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > ETC
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