The relationship among verbal and non-verbal communication, customers’ emotional response, and customer satisfaction at the airline service encounter

2018 ◽  
Vol 27 (7) ◽  
pp. 31-49
Author(s):  
Hee-Jung An ◽  
Hae-Jin Yoon
Keyword(s):  
Customer Satisfaction ◽  
Emotional Response ◽  
Verbal Communication ◽  
Service Encounter ◽  
The Relationship

scholarly journals Cultural Effects On Customer Satisfaction With Service Encounters

2009 ◽  
Vol 2 (1) ◽  
pp. 45-56 ◽  
Author(s):  
Shirley A. Hopkins ◽  
Winter Nie ◽  
Willie E. Hopkins
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Cultural Differences ◽  
Service Encounter ◽  
Future Research ◽  
Service Encounters ◽  
Service Employee ◽  
Cultural Effects ◽  
The Relationship

The conceptual model presented in this paper illustrates the relationship that we propose exist between several aspects of culture and customer satisfaction with a service encounter. Specifically, the model proposes that (1) the effectiveness of the service script used during a service encounter is directly related to customer satisfaction with the encounter, (2) cultural differences between the customer and the service employee have an impact on the effectiveness of the service script, and (3) the extent to which the customer identifies with his/her culture moderate the effects that cultural differences have on service script effectiveness. Implications for future research are provided, as are recommendations for managing the relationship.

Emotional Experiences of Students in the Classroom

2010 ◽  
Vol 15 (2) ◽  
pp. 142-151 ◽  
Author(s):  
Wondimu Ahmed ◽  
Greetje van der Werf ◽  
Alexander Minnaert
Keyword(s):  
Heart Rate ◽  
Emotional Response ◽  
Task Difficulty ◽  
Physiological Reactivity ◽  
Emotional Experiences ◽  
Heart Rate Monitoring ◽  
Coding Scheme ◽  
Stimulated Recall ◽  
Response Systems ◽  
The Relationship

In this article, we report on a multimethod qualitative study designed to explore the emotional experiences of students in the classroom setting. The purpose of the study was threefold: (1) to explore the correspondence among nonverbal expressions, subjective feelings, and physiological reactivity (heart rate changes) of students’ emotions in the classroom; (2) to examine the relationship between students’ emotions and their competence and value appraisals; and (3) to determine whether task difficulty matters in emotional experiences. We used multiple methods (nonverbal coding scheme, video stimulated recall interview, and heart rate monitoring) to acquire data on emotional experiences of six grade 7 students. Concurrent correspondence analyses of the emotional indices revealed that coherence between emotional response systems, although apparent, is not conclusive. The relationship between appraisals and emotions was evident, but the effect of task difficulty appears to be minimal.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

Linking ‘Halal’ Friendly Hotel Attributes and Customer Satisfaction:The Islamic Tourism Sector

2016 ◽  
Vol 4 (4) ◽  
pp. 43
Author(s):  
Lennora Putit ◽  
Mazzini Muda ◽  
Ainul Nadzirah Mahmood ◽  
Nor Zafirah Ahmad Taufek ◽  
Norhayati Wahib
Keyword(s):  
Customer Satisfaction ◽  
Dress Code ◽  
Significant Relationships ◽  
Tourism Sector ◽  
Managerial Implications ◽  
Halal Food ◽  
Increasing Demand ◽  
Islamic Dress ◽  
The Relationship ◽  
Survey Questionnaires

An increasing demand for Islamic tourism has driven the concept of a ‘Halal’ (or permissible) friendly hotel into another level of business insight within the consumers’ travel market. The concept via its unique value proposition has rapidly become very attractive not only to Muslim tourists, but also to non-Muslim tourists globally. This study aims to examine the relationship linking ‘Halal’ friendly hotel attributes and customer satisfaction. Using purposive sampling, a total of 410 survey questionnaires were distributed to targeted respondents with only 323 usable feedbacks and used for data analysis. Regression results revealed that four main “Halal-friendly hotel” attributes have significant relationships with customer satisfaction. These include prayer facilities, Halal food, Islamic dress code and general Islamic morality. Of these four attributes, prayer facilities proved to have the most significant impact on customer satisfaction. Findings and managerial implications were further discussed in this article.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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