호텔 서비스 제공자의 비언어적 커뮤니케이션이 고객만족과 서비스 충성도에 미치는 영향

참고문헌 (Reference)

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2 김상희, "서비스접점에서 소비자 감정표현과 판매원 반응에 관한 연구 : 언어적, 비언어적 커뮤니케이션을 중심으로" 한국소비자학회 16 (16): 111-146, 2005

3 김정옥, "서비스 제공자의 비언어적 커뮤니케이션이 고객의 서비스 품질 지각에 미치는 영향" 11 (11): 153-172, 2006

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