의료서비스 제공자의 비언어적 커뮤니케이션이 고객만족과 고객행동의도에 미치는 영향

다국어 초록 (Multilingual Abstract)

  In this study, the focus is placed on medical service providers to find out the relationships between the nonverbal communication in terms of customer satisfaction and intended customer behavior. As the result of the analysis, first, as for the nonverbal communication of service provider, the kinesics and proxemics, paralanguage are important factors to heighten the customer satisfaction while the physical appearance of service provider is shown as no influencing on the customer satisfaction. Next, the customer satisfaction impacts positive influence to the variables of customer behaviors. In addition, the study shows that the service providing time has the moderator effect in the relationship of the kinesics and customer satisfaction, and the paralanguage and customer satisfaction.