외식업 직원의 비언어적 커뮤니케이션이 고객감정, 고객만족, 고객신뢰 그리고 재방문의도에 미치는 영향

• 영문명: The Effects of Non Verbal Communication of Restaurant Employees on Customer Emotion, Customer Satisfaction, Customer Trust, and Revisit Intention
• 발행기관: 한국프랜차이즈경영학회
• 저자명: 김보영(Bo-Yeong Kim) 전재현(Jae-Hyeon Jun) 한상호(Han， Sangho)
• 간행물 정보: 『한국프랜차이즈경영연구』제9권 제3호, 45~55쪽, 전체 11쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2018.09.30

영문 초록

Purpose – Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities.

목차

1. 서론

2. 이론적 배경

3. 연구설계

4. 결론

키워드

비언어적 커뮤니케이션 고객감정 고객만족 고객신뢰 재방문의도 프랜차이즈 산업 Smartpls 3.0 Non Verbal Communication Customer Emotion Customer Satisfaction Customer Trust Revisit Intention Franchise industry Smartpls 3.0