Title
Employees' Nonverbal Communication Cues and Satisfaction: Among Hotel Customers,Used
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Customer satisfaction has become an essence of success in today's highly competitive world. In service industry specifically, communication is vital to determine customer satisfaction. Past researches indicated that, most meaning of conversational messages comes from nonverbal communication. Therefore, this study intended to examine the relationship of nonverbal communication cues to customer satisfaction. A total of 210 hotel customers were sampled.They were evaluated on their perception on hotel employees' nonverbal communication behavior that would lead to their satisfaction to the services provided. The results illustrate that three (interpersonal warmth, attire and proxemics) of the nonverbal communication cues were significant and positively related to customer satisfaction. Proxemics was rated as the nonverbal communication cues that provided the most impact on customer satisfaction.
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