The effects of nonverbal communication of hotel employees upon emotional responses of hotel guests

Kueh, Shirley (2012) The effects of nonverbal communication of hotel employees upon emotional responses of hotel guests. Masters thesis, Universiti Malaysia Sabah.

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Abstract

This study was carried out to understand the effects of hotel employees' nonverbal communication on the emotional responses of hotel guests in one and two star hotels of Kota Kinabalu. Through the administration of survey questionnaires, a total of 128 hotel guests participated in this study. Three dimensions of nonverbal communication were identified: body and vocal behaviour, physical appearance, and touching behaviour. With regards to emotional responses, two dimensions, namely positive and negative emotion were identified. The results showed that body and vocal behaviour, and physical appearance of hotel employees have a significant positive effect on the positive emotion of hotel guest. Meanwhile, only body and vocal behaviour of hotel employees negatively affect negative emotion of hotel guest. Interestingly, it was found that touching behaviour of hotel employees has a significant positive effect on negative emotion. Limitations of the study and suggestions for future research are also discussed.

Item Type: Thesis (Masters)
Uncontrolled Keywords: hotel, employees, nonverbal communication, guest
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD58.7-58.95 Organizational behavior, change and effectiveness. Corporate culture
Divisions: SCHOOL > School of Business and Economics
Depositing User: MDM SITI AZIZAH IDRIS
Date Deposited: 21 May 2013 02:52
Last Modified: 14 Nov 2017 07:41
URI: http://eprints.ums.edu.my/id/eprint/6014

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