베이커리 카페 종사원의 비언어적 커뮤니케이션과 관계품질과 충성도 간의 관계

• 영문명: The Relationship between Nonverbal Communication and Relationship Quality and Loyalty of Barkery Cafe’ Employees
• 발행기관: 관광경영학회
• 저자명: 김윤서 문형철 신형철
• 간행물 정보: 『관광경영연구』제24권 제7호, 69~90쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.12.31

영문 초록

This study is a study on the relationship between relationship quality and loyalty of nonverbal communication of bakery cafe’ employees. When providing services to consumers, we tried to present the importance of non-verbal communication that positively affects relationship quality and loyalty. The purpose of this study is to provide basic data for business strategies and related academic education. Survey is a random sampling method among non-probability sampling methods. It was conducted using a Google questionnaire to consumers who have visited bakery cafes from May 1 to June 1, 2020. A total of 275 copies were collected and all 275 copies were used as data. As a result, hypothesis 1, the physical appearance and body language of the bakery cafe’ employees had a positive (+) effect on the relationship quality. Hypothesis 2, trust and satisfaction were found to have a positive (+) effect on loyalty. Hypothesis 3, physical appearance and body language were found to have a positive (+) effect on loyalty through relationship quality as a partial mediation. This study has theoretical and practical implications for nonverbal communication among bakery cafe’ employees.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 성과분석

Ⅴ. 결 론

참고문헌

키워드

Bakery cafe Bakery Cafe’ Employees Nonverbal communication Relationship quality Loyalty