서비스인카운터 상황에서 음성언어가 서비스제공자 평가에 미치는 영향 -음높이와 속도를 중심으로- = A Study on the Effect of Service Providers` Vocal Language on Service Provider Evaluation in Service Encounter Conditions -Focused on Pitch and Verbal Speed-

다국어 초록 (Multilingual Abstract)

The purpose of this study is to inquire into there will be a difference in the suitability, customer orientation and inter-associability of service provider evaluation according to the pitch and verbal speed of service providers in service encounter conditions. First, the difference according to their pitch and verbal speed showed that there is a significant difference in the suitability, customer orientation and inter-associability. In other words, the higher their pitch is, and the faster their verbal speed is, there was a difference in the suitability, customer orientation and inter-associability. Although the spoken language is playing an important role in real life, the study or education on the effect have not done. While the previous study on non-verbal communication was generally carried as hierarchical classification, this study has a significance as an empirical study on the vocal effect by finding the effect of elements of vocal language among non-verbal communication types on service provider evaluation based on pitch and verbal speed.