مجلة التمويل والاستثمار والتنمية المستدامة
Volume 11, Numéro 1, Pages 237-256
2026-06-08

The Role Of The Flowing Smile And Communication Skill Development Among Salespersons In Enhancing Customer Satisfaction : A Case Study Of Condor Customers In Chlef City.



Authors : Doubal Mohammed . Aissa Kadda . Zeggai Diab .

Abstract

This study deals with the impact of the smiling smile of salesperson and the development of their communication skills in dealing with customers and their role in the satisfaction of Condor customers in Chlef City. The study relied on simple linear regression analysis to test the relationship between the independent variables of smile and facial expressions, non-verbal and verbal communication, emotional intelligence and empathy, transmission of positive emotions, and the dependent variable of customer satisfaction, with the use of a sample of 103 Condor customers in the state of Chlef. The results showed statistically significant positive relationships between all independent variables and customer satisfaction, with a variation in the strength of the relationship. The impact of the transmission of positive emotions had the greatest impact, followed by verbal communication, then emotional intelligence and empathy, smile and facial expressions, and finally non-verbal communication. Calculated R² values indicate that these variables account for varying percentages of change in customer satisfaction, reflecting the importance of each dimension in enhancing the customer experience. The study was also exposed to regression equations showing the direct effect of each variable, with strong statistical significance across F and T tests. The study highlights the importance of understanding the different communication behaviors and traits of employees as a strategic means to improve customer satisfaction and raise the level of loyalty. These results contribute to the embodiment of the practical theory of communication and its effective effects on institutional performance in the commercial sector.

Keywords

Flowing Smile ; Verbal Communication ; Emotional Intelligence ; Positive Emotions ; Customer Satisfaction

Les articles similaires

دور إباضية المغرب الأوسط في تنشيط التجارة الصحراوية خلال العصر الوسيط Thé Rôle Of Ibadis Of Thé Central Maghreb Un Stimulating Thé Désert Trade During Thé Middle Age

بوسالم أحلام .  عابد يوسف . 
ص 117-132.

Muhammad A.r .webb: Thé First Anglo White Concert To Islam Un Thé U.s.a Ans Thé Influence Of Thé Ah Adyya Movemment

Yahia Zeghoudi . 
pages 74-88.

Code-switching In The Conversation Of Salespersons And Customers In Oran Spoken Arabic

Seddiki Halima . 
pages 208-216.

The Impact Of Social Responsibility Dimensions On Achieving Customers Loyalty. (a Sample Of Condor’s Customers In Tessemsilt)

Laidani Ilyas .  Boudissa Ahmed .  Ouarad Housseyn . 
pages 166-181.

Thé Cultural And Linguistic Impact Of Gothic Literature On The Identity Of Algerian Teenagers: A Metamorphosis.

Said Houari Amel . 
pages 257-268.

Formats de citation