비언어적 의사소통이 외식업체의 서비스 품질에 미치는 영향

다국어 초록 (Multilingual Abstract)

Our using communication can be generally divided into two kinds; the verbal, and the nonverbal communication.
As service providers present customers services with some communication, the evaluation of service qualities can depend on the way of communication.
Some surveys show that nonverbal communications against verbal communications are occupied with 70% in the rate of total communication. Thus nonverbal communication should be appreciated in a detailed manner to improve the service quality. Nonverbal communication is referred to a variety of communicational methods except verbal utterance, that is, such as body language, eye-signal, sigh, atmosphere, hair style, clothing, etc.
Nonverbal communication can be classified with 4 kinds of spheres as Kinesics, Proxemics, Paralanguage, and Physical Appearance. And the service quality can be classified by Reliability, Responsiveness, Assurance, Empathy, and Tangible, based on the SERVQUAL model, that the consequences of which are measured by the quality scores.
This research aims at analyzing the effects of the nonverbal communication on the service quality by setting specific research model. The ranges of research are based on the restaurant food suppliers in A-San and Chun-An areas, using SPSS statistics program. We described the 4 elements of nonverbal communication while describing service quality with 4 elements as Reliability, Professional responsiveness, Empathy, Tangible, which are all cooperated with each other interactively.
In our food industry, there has been tended to disregard the importance of the nonverbal communication for the training, and also lack of professional educational system for it.
Taking advantage of this research, nonverbal communication should be regarded as more important by establishing the educational program as well as utilizing them as the following procedures, that eventually will be able to enhance the overall service quality.

목차 (Table of Contents)

• 제 1 장. 서론 = 1
• 제 1 절. 연구배경 및 문제제기 = 1
• 제 2 절. 연구의 목적 = 3
• 제 3 절. 연구의 구성 = 4
• 제 2 장. 이론적 배경 = 5
• 제 1 절 고객접촉 = 5
• 1. 고객접촉의 개념과 중요성 = 5
• 2. 고객접촉의 차원 = 12
• 제 2 절. 의사소통 = 18
• 1. 의사소통의 기초개념 = 18
• 2. 의사소통의 종류 = 21
• 3.의사소통의 장애요인 = 28
• 4. 비언어적 의사소통의 개념적 정의 = 32
• 제 3 절. 서비스 품질 = 39
• 1. 서비스 품질의 개념적 정의 = 39
• 2. 서비스 품질의 결정요인에 관한 선행연구 = 44
• 제 3 장. 실증분석을 위한 연구방법 = 51
• 제 1 절. 가설 설정 및 연구모형 = 51
• 1. 가설 설정 = 51
• 2. 연구모형 = 51
• 제 2 절 변수의 조작적 정의 = 52
• 1. 신체언어 = 52
• 2. 공간적 행위 = 53
• 3. 의사언어 = 54
• 4. 신체적 외양 = 54
• 5. 서비스 품질 = 55
• 제 3 절 조사 방법 = 57
• 1. 변수의 측정과 설문지의 구성 = 57
• 2. 조사대상 선정 = 60
• 3. 자료수집 = 61
• 4. 분석 방법 = 61
• 제 4 장. 실증 분석 및 연구 결과 = 62
• 제 1 절. 표본의 특성 = 62
• 1. 조사 대상자의 일반 특성 = 62
• 2. 요인분석 = 64
• 3. 가설 검증 = 66
• 4. 연구결과의 요약 = 71
• 제 5 장. 결론 및 시사점 = 73