An empirical investigation of the impact of nonverbal communication on service evaluation
Identifieur interne : 008615 ( Main/Merge ); précédent : 008614; suivant : 008616An 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.
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DOI: 10.1108/03090560010311911
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ISTEX:8AD8C9524F1B3E0B85B425675D95DE387EB44DB2Le document en format XML
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<front><div type="abstract" xml:lang="en">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.</div>
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