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The Service Industries Journal Volume 9, 1989 - Issue 4
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Original Articles

The Role of Non-verbal Communication in Service Provision and Representation

M. S. Sommers Department of Consumer Studies, University of Guelph, Guelph, Ontario, N1G 2W1, Canada
,
D. W. Greeno Department of Marketing, University of Toronto, Toronto, Ontario, M5S 1A1, Canada
&
D. Boag Department of Marketing, University of Saskatchewan, Saskatoon, Saskatchewan, S7N 0W0, Canada
Pages 162-173 | Published online: 28 Jul 2006

Citations (9)

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Read on this site (1)

Atila Yuksel. (2008) Nonverbal Service Behavior and Customer's Affective Assessment. Journal of Quality Assurance in Hospitality & Tourism 9:1, pages 57-77.
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Articles from other publishers (8)

Mohammad Shahidul Islam & Ksenia Kirillova. (2021) Nonverbal communication in hotels as a medium of experience co-creation. Tourism Management 87, pages 104363.
Crossref
유영진 & 박이경. (2016) The Effects of Nonverbal Communication of Fast Food Restaurant Servers on Customer Loyalty - Focusing on Customer Emotion and Self - Identification -. Culinary Science & Hospitality Research 22:3, pages 166-182.
Crossref
유영진 & 박이경. (2016) The Effects of Nonverbal Communication of Fast Food Restaurant Servers on Customer Loyalty - Focusing on Customer Emotion and Self - Identification -. Culinary Science & Hospitality Research 22:3, pages 166-182.
Crossref
Denise Frauendorfer & Marianne Schmid Mast. 2015. The Social Psychology of Nonverbal Communication. The Social Psychology of Nonverbal Communication 220 247 .
Ok-Hee Lee. (2012) The Effect of Nonverbal Communication on Trust, Switching Barrier and Repurchase Intention. Journal of the Korean Society for Clothing Industry 14:5, pages 803-810.
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김경애, PARKMANSUK, Park, Jae-Bum & kimSangHee. (2011) Effect of Salesperson's and Customer's Nonverbal Communication at Service Encounter. Management & Information Systems Review 30:4, pages 45-71.
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Hyo Sun Jung & Hye Hyun Yoon. (2011) The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction. International Journal of Hospitality Management 30:3, pages 542-550.
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Nalini Ambady, Mary Anne Krabbenhoft & Daniel Hogan. (2008) The 30‐Sec Sale: Using Thin‐Slice Judgments to Evaluate Sales Effectiveness. Journal of Consumer Psychology 16:1, pages 4-13.
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