Abstract:

Service means performance. The service industry is expanding in all over the world. Because of its increasing importance, the studies regarding to the service industry have become crucial. The relationship between the employees in the service industry and the customer is an important part of the service distribution system because the elements of this interaction affect the consumers’ evaluation of the received services. Communication is a system that messages sent and received. On the other hand, communication is to store, transfer and share the ideas and information by using the symbols that are agreed on their meanings. Non-verbal communication is one of the most important one among all of these communication efforts. Therefore, determining the efforts of nonverbal communication and the differentiation of these efforts regarding the demographic features has been crucial. The aim of this study is to measure the differentiation of non-verbal communication efforts in terms of demographic features. In this respect, a field study has been conducted. According to our findings; non-verbal communication differs meaningfully in terms of sex, age and occupation.

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