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| Author: | Gabbott, M. Hogg, G. |
| Title: | An empirical investigation of the impact of non-verbal communication on service evaluation |
| Journal: | European Journal of Marketing
2000 : VOL. 34:3/4, p. 384-398 |
| Index terms: | MARKETING RESEARCH SERVICE QUALITY |
| Language: | eng |
| Abstract: | This paper considers the role of non-verbal communication in consumers' evaluation of service encounters. Non-verbal 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 non-verbal communication will play a major part in service evaluation. |
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