Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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Research on the Effects of a Consultant's Nonverbal Communications on a Client's Evaluation

컨설턴트의 비언어커뮤니케이션이 고객 평가에 미치는 영향에 관한 연구

  • Shin, Dong-Ju (Dept. Of Knowledge Service & Consulting, Hansung University) ;
  • Lee, Seok Kee (Dept. of Industrial Management and Engineering, Hansung University) ;
  • You, Yen-Yoo (Dept. Of Knowledge Service & Consulting, Hansung University)
  • 신동주 (한성대학교 지식서비스&컨설팅 대학원) ;
  • 이석기 (한성대학교 산업경영공학과) ;
  • 유연우 (한성대학교 지식서비스&컨설팅 학과)
  • Received : 2015.01.10
  • Accepted : 2015.03.20
  • Published : 2015.03.28
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Abstract

This research focused on the research on nonverbal communication among communication, an important trait of consultants, who provide knowledge for the clients. The aim was to investigate meaningful influence on the perceived evaluation of clients, as well as the influence on the consulting corporate trust. The research results can be summarized as follows. It was verified that consultants' nonverbal communication positively influenced perceived consultants' evaluation. Also, it was confirmed that clients' perceived consultant evaluation positively influenced service provision corporate trust and long-term relationships.

21세기 디지털 융복합 시대의 중심으로 성장하고 있는 컨설팅산업은 지속적인 발전을 하고 있으나, 이와 더불어 컨설팅 기업 간의 경쟁도 점점 더 치열해 지고 있다. 본 연구에서는 고객과의 접점에서 지식서비스를 제공하고 있는 컨설턴트의 중요 역량인 커뮤니케이션 역량 중, 비언어커뮤니케이션에 대한 연구에 초점을 맞추고 있으며, 이를 통해 고객이 지각하는 컨설턴트 평가에 유의한 영향이 있는지와 나아가 컨설팅 기업에 대한 신뢰에도 영향을 미치고 있는지에 대해서 연구해 보고자 하였다. 연구 결과를 요약하면 다음과 같다. 컨설턴트의 비언어커뮤니케이션 중 신체언어, 청각언어가 고객평가 요인 중 신뢰성 평가에 긍정적인 영향이 있음을 검증하였으며, 컨설턴트의 비언어커뮤니케이션 중 신체언어, 공간언어, 외양언어가 고객평가 요인 중 적격성 평가에 긍정적인 영향이 있음을 검증하였다. 그리고 컨설턴트의 비언어커뮤니케이션 중 신체언어, 청각언어, 외양언어가 고객평가 요인 중 정중성 평가에 긍정적인 영향이 있음을 검증하였다. 그리고 이러한 고객의 긍정적인 평가는 서비스 제공기업에 대한 신뢰와 장기관계 지향성에도 긍정적인 영향을 주고 있음을 확인할 수 있었다.

Keywords

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