haku: @author Gabbott, M. / yhteensä: 8
viite: 4 / 8
| Tekijä: | Gabbott, M. Hogg, G. |
| Otsikko: | An empirical investigation of the impact of non-verbal communication on service evaluation |
| Lehti: | European Journal of Marketing
2000 : VOL. 34:3/4, p. 384-398 |
| Asiasana: | MARKETING RESEARCH SERVICE QUALITY |
| Kieli: | eng |
| Tiivistelmä: | 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. |
SCIMA