비언어적 커뮤니케이션과 고객충성도간의 구조적 관계

목차 (Table of Contents)

• 1. 서론 1
• 2. 이론적배경 7
• 2.1 항공서비스의 특성 7
• 2.2 비언어적 커뮤니케이션 9
• 2.3 지각된 서비스품질 29
• 2.4 감정반응 36
• 2.5 고객만족/충성도 44
• 3. 연구의 접근방법 54
• 4. 실증분석 67
• 5. 결론 81
• 참고문헌 87
• 부록-설문지 98
• Abstract 104

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