The Effect of Nonverbal Communication on Service Encounter Evaluation

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 each district in Cairo and seven hospitals from Alexandria. The results of the study lead to the conclusion that nonverbal communication has a strong positive effect on the service encounter.

Autorentext

Mrs. Nihal Ayad is a Teaching Assistant at the Arab Academy for Science, Technology and Maritime Transport, Marketing and International Business department. She started her teaching carrier at 2004 and gained a lot of experience teaching at schools, centers and finally at the AASTMT.