An empirical investigation of the impact of nonverbal communication on service evaluation
Identifieur interne : 007F27 ( Main/Exploration ); précédent : 007F26; suivant : 007F28An empirical investigation of the impact of nonverbal communication on service evaluation
Auteurs : Mark Gabbott ; Gillian Hogg [Royaume-Uni]Source :
- European Journal of Marketing [ 0309-0566 ] ; 2000-04-01.
Abstract
Considers the role of nonverbal communication in consumers evaluation of service encounters. Nonverbal communication has been extensively studied in the psychology and psychotherapy disciplines and has been shown to have a central effect on participants perceptions of an event. As services are essentially interpersonal interactions it follows that nonverbal communication will play a major part in service evaluation. Uses an experimental methodology based on video scenarios to demonstrate the effect of this type of communication on consumers. The results indicate significant differences in respondents reactions to the scenario according to the nonverbal behaviour of the service provider.
Url:
DOI: 10.1108/03090560010311911
Affiliations:
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