2000/09/01 by D.S. Sundaram, Cynthia Webster · 2 citations
Business, Management and Accounting · Social Sciences · Psychology · #Customer Service Quality and Loyalty #Psychology of Social Influence #Communication in Education and Healthcare #Nonverbal communication #Proxemics #Kinesics #Courtesy #Paralanguage #Psychology #Empathy #Credibility #Affect (linguistics) #Loyalty #Social psychology #Service (business) #Marketing #Business #Communication
paper · doi:10.1108/08876040010341008
openalex publication_date 2000/09/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/06/11
Although the verbal components of service encounters have been investigated, the nonverbal aspects of employee‐customer interactions have remained virtually unexplored in the marketing literature. Thus, the purpose of this paper is to explore the importance of service employees’ nonverbal communication during service interactions. Specifically, a conceptual model is presented that links nonverbal communication (kinesics, paralanguage, proxemics, and physical appearance), customer affect, and consumers’ evaluations of service providers (with respect to credibility, friendliness, competence, empathy, courtesy, and trustworthiness). Further, the importance of nonverbal elements is discussed and managerial implications are given.