Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
The Influence of Coffee Shop Physical Environment, Nonverbal Communication on the Customer Emotional Responses and Customer Satisfaction
- Journal of Tourism Sciences
- Abbr : JTS
- 2015, 39(8), pp.11-27
- DOI : 10.17086/JTS.2015.39.8.11.27
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Kim Young Joong 1, Choi, Wook-Hee 1, Jeong Yoonjo 1
1동국대학교
Accredited
ABSTRACT
This purpose of this study was to understand the influence of physical environment, nonverbal communication of coffee shop and employees on customer emotional responses and customer satisfaction. Based on a total of 304 samples obtained for empirical research, this study reviewed the reliability and fitness the research model and verified a total of 8 hypotheses using the AMOS program. The hypothesized relationships in the model were simultaneously tested through the use of a structural equation model(SEM). The proposed model provided and adequate data fit, χ2=695.047(df 434), p<.001, CMIN/df=1.602, GFI=.877, AGFI=.850, NFI=.849, CFI=.937, RMSEA=.045. The model’s fit, as indicated by these indexes, was deemed satisfactory, thus providing a good basis for testing the hypothesized paths. The SEM showed that social factor(β=.298), paralanguage(β=.402) and proxemics(β=.276) had a significant positive influence on emotional responses. In addition, emotional responses(β=.794) had a significant positive influence on customer satisfaction. Limitations and future research directions are also discussed.
Statistics
-
496 Viewed
-
1 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
고동완
/ 2003
/
The Effect of Users’ Perceived Risk and Emotional Response on Satisfaction in Skiing
/ 관광학연구
/ 한국관광학회
27(2)
: 49~69
[journal]
구효진
/ 2012
/
The Effect of Physical Environment for Ethnic Restaurants on Customers' Emotional responses and Behavioral Intentions
/ 관광연구저널
/ 한국관광연구학회
26(2)
: 225~241
[journal]
김기성
/ 2014
/
Study on Emotional Response Depending on Physical Environment of Hotel Banquet on Brand Image of Hotel - Centering on Moderating Effect of Human Resource Service Quality -
/ Tourism Research
/ 한국관광산업학회
39(2)
: 213~236
[journal]
김상희
/ 2007
/
Effect of the Verbal and Non-verbal Communication of Salespersons in Service Encounter on Customers' Emotion and Behavioral Intension- Focusing on the Emotional Contagion Phenomenon -
/ 소비자학연구
/ 한국소비자학회
18(1)
: 97~131
[journal]
김성덕
/ 2013
/
The Phased Relationship among Physical Environment of Urban Camping site, Emotional Response, Satisfaction, and Revisit Intention
/ 한국체육학회지
/ 한국체육학회
52(3)
: 389~403
[journal]
김성혁
/ 2009
/
The Effect of Customer Perception of the Physical Environments of Hotel Restaurants on Emotional Reaction, Customer Satisfaction, Repurchase Intention and Recommendation Intention
/ 관광연구
/ 대한관광경영학회
23(4)
: 81~99
[journal]
김영규
/ 2014
/
Relationship of the Physical Service Quality on the Customers' Emotional Response and Relationship Quality of Coffee Shops Based on the Management Types
/ 한국외식산업학회지
/ 한국외식산업학회
10(1)
: 83~92
[journal]
김영규
/ 2013
/
Study on the Effect of Physical Environment of Coffee Shop on Customers' Relationship Quality
/ 관광연구저널
/ 한국관광연구학회
27(3)
: 371~383
[journal]
김유경
/ 2005
/
A Study on Nonverbal Communication in the Service Provider
/ Journal of Global Scholars of Marketing Science(마케팅과학연구)
/ 한국마케팅과학회
15(3)
: 117~148
[journal]
김준회
/ 2014
/
The Effects That the Physical Environment in Shops has on the Customers' Emotion and Royalty
/ 디지털융복합연구
/ 한국디지털정책학회
12(4)
: 157~170
[journal]
김태희
/ 2008
/
The impact of upscale restaurant physical environment on customers' emotional responses and behavioral intentions
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
17(3)
: 71~85
[journal]
김홍범
/ 2011
/
Impacts of the Failure of Hotel F&B Service on Service Recovery: Focussing on the Mediation Effect of Perceived Fairness and Emotional Reaction
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
20(1)
: 49~67
[journal]
박상희
/ 2013
/
Effect of Servers' Non Verbal Communication at Franchised Coffee Shops on Brand Image and Brand Trust
/ 관광연구
/ 대한관광경영학회
27(6)
: 301~317
[journal]
박정순
/ 1993
/ 예(禮)의 커뮤니케이션: 유교사상과한국인의 인간커뮤니케이션
/ 한국언론학보
30(가을)
: 59~98
[journal]
박정하
/ 2013
/
A Study on Relation Between Physical Environment, Emotional Reaction and Behavioral Intention of the Coffee House - Focusing on Daejeon Area -
/ 호텔관광연구
/ 한국호텔관광학회
15(4)
: 329~346
[journal]
손민혁
/ 2014
/
The Effect of Instructors' Nonverbal communication on Emotional Reactions, Service Value, and Customer Satisfaction in Sport Center
/ 한국체육학회지
/ 한국체육학회
53(5)
: 249~260
[journal]
심경섭
/ 2012
/
A Study on the Development of Confucian Values Scale
/ 한국심리학회지:일반
/ 한국심리학회
31(2)
: 465~491
[journal]
윤만희
/ 2014
/
Customer’s Perceived Control in the Service Encounter: Relationships with Physical Environment, Emotion, and Behavior/Intention
/ 경영학연구
/ 한국경영학회
43(5)
: 1735~1759
[journal]
김태희
/ 2007
/
Research on How Motivation to Dine Out Effects Consumption Impulse and Satisfaction - Focusing on Ethnic Restaurants
/ 동아시아식생활학회지
/ 동아시아식생활학회
17(6)
: 957~962
[journal]
이소영
/ 2013
/
The Impact of Foreign Airline Flight Attendant’s Non-verbal Communication on the Korean Customer’s Satisfaction
/ 한국항공경영학회지
/ 한국항공경영학회
11(4)
: 3~31
[journal]
이승연
/ 2011
/
A Study on effect of Customer Emotion and Satisfaction by Hotel Employee's Nonverbal Communication
/ 호텔리조트연구
/ 한국호텔리조트학회
10(2)
: 139~150
[journal]
이준재
/ 2012
/
Study on relation of the DINESCAPE of a franchise cafe and their customer value, emotional reaction and behavioral intention
/ 관광레저연구
/ (사)한국관광레저학회
24(1)
: 493~511
[journal]
이형룡
/ 2005
/
The Effect of the Service Failure's Recovery on the Emotional Response and the Purchase Intention in the Restaurant
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
14(2)
: 295~316
[journal]
정효선
/ 2010
/
The Effects of Verbal and Nonverbal Communication of Service Providers in the Family Restaurant on the Customers' Trust and Satisfaction
/ 한국식품조리과학회지
/ 한국식품조리과학회
26(3)
: 272~280
[journal]
홍경완
/ 2005
/
A Study on the Causal Model of Service Quality, Pleasure, Arousal and Visitors’ Satisfaction in Tourism Event
/ 관광학연구
/ 한국관광학회
29(3)
: 125~144
[journal]
Anderson, J. C.
/ 1988
/ Structural equation modeling in practice : A review and recommended twostep approach
/ Psychological Bulletin
103(3)
: 411~423
[journal]
Baker, D. A.
/ 2000
/ Quality satisfaction and behavioral intentions
/ Annals of Tourism Research
27(3)
: 785~804
[book]
Baker, J.
/ 1987
/ The services challenge, integrating for competitive advantage
/ AMA
[journal]
Barnum, C.
/ 1989
/ Why americans fail at overseas negotiation
/ Management Review
78(10)
: 55~57
[journal]
Bitner, M. J.
/ 1992
/ Servicescapes : The impact of physical surroundings on customers and employees
/ Journal of Marketing
56(2)
: 57~71
[journal]
Bonn, M. A.
/ 2007
/ Heritage cultural attraction atmospherics : Creating the right environment for the heritage cultural visitor
/ Journal of Travel Research
45(3)
: 345~354
[journal]
Brown, T. J.
/ 2002
/ The customer orientation of service worker : Personality trait influences on self and supervisor performance ratings
/ Journal of Marketing Research
39(1)
: 110~119
[journal]
Burgoon, J. K.
/ 1990
/ Nonverbal behaviors, persuasion and credibility
/ Human Communication Research
17
: 140~169
[journal]
Delmonte, M.
/ 1991
/ Use of non-verbal constructing and metaphor in psychotherapy
/ International Journal of Psychomatics
38(4)
: 68~75
[book]
DeVito, J. A.
/ 1985
/ Human communication
/ Harper and Row
[journal]
Fornell, C.
/ 1981
/ Evaluating structural equation models with unobservable variables and measurement error
/ Journal of Marketing Research
18(1)
: 39~50
[journal]
Gabbott, M.
/ 2000
/ An empirical investigation of the impact of nonverbal communication on service evaluation
/ European Journal of Marketing
34(3-4)
: 384~398
[journal]
Han, H. S.
/ 2007
/ Assessing guest emotional experiences influencing customer satisfaction in the lodging industry
/ Journal of Travel and Tourism Marketing
23(1)
: 43~56
[book]
Harrison, R. P.
/ 1974
/ Human communication as a field of study
/ Sarah Sanderson King SUNY Press
[journal]
공옥례
/ 2009
/
A comparative study on negative emotions triggering behavioral responses and dissatisfaction due to failed service encounters
/ 서비스경영학회지
/ 한국서비스경영학회
10(1)
: 271~298
[journal]
Kotler, P.
/ 1973
/ Atmospherics as a marketing tool
/ Journal of Retailing
49(4)
: 48~64
[book]
Mehrabian, A.
/ 1974
/ An approach to environmental psychology
/ MA MIT Press
[book]
Oliver, R. L.
/ 1997
/ Satisfaction a behavioral perspective on the consumer
/ McGraw-Hill International Editions
[journal]
박보영
/ 2013
/
The Effects of Nonverbal Communication Cues of a Coffee Shop Server on Customer’s Emotional Responses and Behavioral Intentions Focusing on Facial Expressions and Physical Appearances
/ 한국광고홍보학보
/ 한국광고홍보학회
15(3)
: 255~282
[journal]
박영제
/ 2013
/
Impacts of Pizza Restaurants’ Physical Environment on Service Quality and Behavioral Intention
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
22(4)
: 37~53
[journal]
펑펑
/ 2014
/
Correlations between Servicescape and Customer Satisfaction and the Impact of Customer Satisfaction on Revisiting Intention into the Coffee Shop
/ 외식경영연구
/ 한국외식경영학회
17(2)
: 99~115
[journal]
Russell, J. A.
/ 1980
/ A description of the affective quality attributed to environment
/ Journal of Personality and Social Psychology
38(2)
: 311~322
[journal]
Rust, R. T.
/ 1995
/ Return on quality : Marketing service quality financially accountable
/ Journal of Marketing
59(2)
: 58~70
[journal]
Sundaram, D. S.
/ 2000
/ The role of nonverbal communication in service encounters
/ Journal of Services Marketing
14(5)
: 378~391
[journal]
Swan, J. E.
/ 1985
/ Deepening understanding of hospital patient satisfaction:Fulfillment and equity effects
/ Journal of Health Care Marketing
5(Summer)
: 7~18
[journal]
Wakefield, K. L.
/ 1999
/ Customer response to intangible and tangible service factors
/ Psychology &Marketing
16(1)
: 51~68
[journal]
Westbrook, R.
/ 1985
/ A motivation-based shopper typology
/ Journal of Retailing
61(1)
: 78~103
[journal]
Westbrook, R. A.
/ 1991
/ The dimensionality of consumption emotion patterns and consumer satisfaction
/ Journal of Consumer Research
18(1991)
: 84~91
[journal]
Yi, Y. J.
/ 1998
/ The influence of physical environment on service quality perception : A comparative study
/ Korean Marketing Review
13(1)
: 61~86
[book]
Zeithaml, V. A.
/ 2006
/ Service marketing
/ McGraw-Hill Irwin