The Impact of Employee Friendliness on Customer Satisfaction with Employee Language as a Moderating Effect

• 영문명: The Impact of Employee Friendliness on Customer Satisfaction with Employee Language as a Moderating Effect
• 발행기관: 글로벌융합연구학회
• 저자명: Sa-Won Moon
• 간행물 정보: 『글로벌융합연구학회지』제2권 제2호, 90~101쪽, 전체 12쪽
• 주제분류: 복합학 > 학제간연구
• 파일형태: PDF
• 발행일자: 2023.12.31

영문 초록

In today's fiercely competitive business environment, enterprises are increasingly realizing the importance of enhancing customer satisfaction. Improving customer satisfaction serves as a fundamental cornerstone for gaining market share and maintaining competitiveness. This is particularly crucial in the current globalized business market, where employees need to engage in effective communication with international customers to foster their own competitiveness. We conducted a structural equation modeling survey targeting 251 Chinese tourists visiting Korea to investigate these dynamics. Surprisingly, we found that the communication skills of staff have a limited impact on customer satisfaction. On the contrary, the stronger the foreign language proficiency of the staff, the higher the level of customer satisfaction. This research provides practical insights for businesses seeking to enhance customer satisfaction.

목차

1. Introduction

2. Theoretical Background and Research Hypotheses

3. Research Design

4. Results

5. Conclusion

References

키워드

Employee friendliness Language expression Foreign language proficiency Customer satisfaction