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The Effect of Nonverbal Communication on Service Encounter Evaluation   Nihal Ayad

The Effect of Nonverbal Communication on Service Encounter Evaluation

152 страниц. 2012 год.
LAP Lambert Academic Publishing
The purpose of the study in this book is to investigate the effect of the service providers’ non-verbal communication on the customers’ evaluation of the service encounter in private Egyptian hospitals. Furthermore, the customers’ response to different elements of the service delivery in private Egyptian hospitals has been evaluated. Finally the importance of the effect of personal characteristics on the overall evaluation of the service encounter in private Egyptian hospitals was examined.?? Qualitative and quantitative methods were applied. The in-depth interviews examined the nature of the patients’ check-in & check-out service process inside private Egyptian hospitals, inspected the nature of services delivered inside private Egyptian hospitals and identified which services have the highest employees/patients contact ratio inside private Egyptian hospitals. As for the quantitative method three hundred and fifty questionnaires were administered to patients of two Hospitals from...
 
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