Paper Key : IRJ************697
Author: Choi, Seongwoo
Date Published: 23 Jan 2023
Abstract
In this study, among various service quality factors to be considered in order to secure competitiveness of service companies, the role and importance of human services, which provide services in the space closest to customers, was noted. In this paper, a preliminary investigation was conducted to identify that verbal and non-verbal communication elements, one of the many qualities of employees who communicate at customer contact points, can affect customersbrand image and customer loyalty to services. In the future, through preliminary research on these existing studies, we set up a hypothesis that verbal and non-verbal communication, customer service has a positive effect on brand image and customer loyalty, and the relationships will be revealed through poll and statistical analysis.
DOI LINK : 10.56726/IRJMETS33069 https://www.doi.org/10.56726/IRJMETS33069