1,059
Views
1
CrossRef citations to date
0
Altmetric
Articles

The effect of chefs’ nonverbal communication in open kitchens on service quality

&

References

  • Alonso, A. D., & O’Neill, M. A. (2010). Exploring consumers’ images of open restaurant kitchen design. Journal of Retail & Leisure Property, 9(3), 247–259. doi:10.1057/rlp.2010.5
  • Argyle, M. (1975). Bodily communication. New York, NY: International University Press.
  • Argyle, M. (1983). The psychology of interpersonal behavior. Harmondsworth, UK: Penguin.
  • Baraban, R. S., & Durocher, J. F. (2010). Successful restaurant design. Hoboken, NJ: John Wiley & Sons.
  • Baum, T. (2006). Reflections on the nature of skills in the experience economy: Challenging traditional skills models in hospitality. Journal of Hospitality Tourism Management, 13(2), 124–135. doi:10.1375/jhtm.13.2.124
  • Birdwhistell, R. (1995). Background to kinesics. Philadelphia: ETC: A Review of General Semantics, 13(1), 10–18.,
  • Burgoon, J. K. (1979). Attributes of the newscaster’s voice as predictors of his credibility. Journalism Quarterly, 56, 276–281.
  • Burgoon, J. K., Buller, B., & Woodall, G. (1996). Nonverbal communication: The unspoken dialogue. New York, USA: McGraw-Hill.
  • Chaiken, S. (1979). Communicator physical attractiveness and persuasion. Journal of Personality and Social Psychology, 37, 1387–1397. doi:10.1037/0022-3514.37.8.1387
  • Cho, Y. G. (2011). The effect of the verbal and nonverbal communication of flight attendant in service encounter on customer’s loyalty: Focused on mediating effect of customer’s trust (Master’s thesis). Sejong University, Seoul, Korea.
  • Cho, Y.-J. (2012). The effects of sales person’s nonverbal communication on consumer emotions and service quality in fashion shopping. Journal of the Korean Society for Clothing Industry, 14(3), 413–422. doi:10.5805/KSCI.2012.14.3.413
  • Chow, A. J., Alonso, A. D., Douglas, A. C., & O’ Neill, A. M. (2010). Exploring open kitchens’ impact on restaurateurs’ cleanliness perceptions. Journal of Retail and Leisure Property, 9(2), 93–104. doi:10.1057/rlp.2009.26
  • Dodd, C. H. (1982). Dynamic of intercultural communication. Dubuque, Iowa, USA: Brown Company Publishers.
  • Drago, C. (2007). Nonverbal communication and restaurant personnel. Master’s Thesis, Oregon State University.
  • Gabbott, M., & Hogg, G. (2000). An empirical investigation of the impact of non-verbal communication on service evaluation. European Journal of Marketing, 34(3/4), 384–398. doi:10.1108/03090560010311911
  • Gabbott, M., & Hogg, G. (2001). The role of non-verbal communication in service encounters: A conceptual framework. Journal of Marketing Management, 17, 5–26. doi:10.1362/0267257012571401
  • Gagi´C, S., Teˇsanovi´C, D., & Joviˇci´C, A. (2013). The vital components of restaurant quality that affect guest satisfaction. Turizam, 17(4), 166–176. doi:10.5937/Turizam1304166G
  • Gibbs, D., & Ritchie, C. (2010). Theatre in restaurants: Constructing the experience. In M. Morgan, P. Lugosi, & J. R. Ritchie (Eds.), The tourism and leisure experience: Consumer and managerial perspectives (pp. 182–201). Bristol, UK: Channel View Publications.
  • Grnroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18, 30–44.
  • Ha, J., & Jang, S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2–13. doi:10.1016/j.ijhm.2009.03.009
  • Harisson, R. P. (1974). Beyond words: An introduction to nonverbal communication. Englewood Cliffs, NJ: Prentice-Hall.
  • Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460–478. doi:10.1108/09564230410564939
  • Hong, M. N. (2007). The effect of communication styles and nonverbal communication factors on a service provider’s evaluation: Analysis of the moderating effect of service types (Doctoral dissertation). Kyonggi University. Kyonggi-do, Korea.
  • Hurley-Hanson, A. E., & Giannantonio, C. M. (2006). Recruiters’ perceptions of appearance: The stigma of image norms. Equal Opportunities International, 25(6), 450–463. doi:10.1108/02610150610713755
  • Jandt, F. E. (2001). Intercultural communication: An introduction (3rd ed.). Thousand Oak, CA: Sage Publication.
  • Jang, B. J., & Chung, K. J. (2014). Effects of communication style of the convention service provider on the self-esteem, trust, and relationship orientation of the user. Northeast Asia Tourism Research, 10(2), 91–114.
  • Jung, H. S., & Yoon, H. H. (2011). The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction. International Journal of Hospitality Management, 30(3), 542–550. doi:10.1016/j.ijhm.2010.09.005
  • Kang, J., & Hyun, S. S. (2012). Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons. International Journal of Hospitality Management, 31(3), 772–785. doi:10.1016/j.ijhm.2011.09.014
  • Kim, S. H. (2007). Effect of the verbal and non-verbal communication of sales persons in service encounter on consumers’ emotion and behavioral intension-focusing on the emotional contagion phenomenon. Journal of Consumer Studies, 18(1), 97–131.
  • Kim, Y. K. (2015). The relationships between flight attendant’s job burnout, perceived health, quality of life, and commitment. International Journal of Tourism and Hospitality Research, 29(1), 45–60.
  • Kivela, J., & Crotts, J. (2006). Tourism and gastronomy: Gastronomy’s influence on how tourists experience a destination. Journal of Hospitality and Tourism Research, 30, 354–377. doi:10.1177/1096348006286797
  • Knapp, M. L. (1980). Essential of nonberval communication. New York, NY: Holt, Rinehant and Winston.
  • Ko, W., & Su, L. (2014). Foodservice quality: Identifying perception indicators of foodservice quality for hospitality students. Food Nutrition Science, 5, 132–137. doi:10.4236/fns.2014.52017
  • Lee, J. S. (2008). The effects of nonverbal communication of service encounters on guest satisfaction and service loyalty: Focused on hotel. Journal of Korea Service Management Society, 9(1), 25–46. doi:10.15706/jksms.2008.9.1.002
  • Lee, J. S., & Kim, H. J. (2013). The effects of service provider’s communication style on the self-esteem, trust, and behavior intention. Northeast Asia Tourism Research, 9(2), 79–101. doi:10.19035/nal.2015.9.2.4
  • Lewis, R. C., & Booms, B.H. (1983). “The marketing aspects of service quality”, in Berry, L., Shostack, G. and Upah, G. (Eds), Emerging Perspectives on Services Marketing. American Marketing Association, Chicago, IL, pp. 99–117.
  • Markos, E., & Puccinelli, N. M. (2004). Nonverbal decoding and effective customer service. Paper presented at the Society for Consumer Psychology Winter Conference, San Francisco, CA.
  • Medeiros, C. O., & Salay, E. (2013). A review of food service selection factors important to the consumer. Food and Public Health, 3(4), 176–190.
  • Ruesch, J., & Kees, W. (1956). Nonverbal communication: Notes on the visual perception of human relations. Berkeley, Los Angeles, CA: University of California Press.
  • Saad, A., & Amy, C. (2007). Satisfaction with Food Services: Insights from a college cafeteria. Journal of Foodservice Business Research, 10(2), 51–65.
  • Sundaram, D. S., & Webster, C. (2000). The role of nonverbal communication in service encounters. Journal of Services Marketing, 14(5), 378–391. doi:10.1108/08876040010341008
  • Tan, Q., Oriade, A., & Fallon, P. (2014). Service quality and customer satisfaction in Chinese fast food sector: A proposal for CFFRSERV. Advance Hospitality Tourism Research, 2(1), 30–53.
  • Weisstuch, L. (2010). Louisville takes the reins in crafting new cuisine. Boston Globe online, http://www.boston.com/travel/getaways/us/articles/2010/04/25/louisville_takes_the_reins_in_crafting_new_cuisine/, accessed 4 January 2018.
  • Yuksel, A., & Yuksel, F. (2002). Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal Vacation Marking, 9(1), 52–68. doi:10.1177/135676670200900104

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.