The Role of Non-verbal Communication in Service Encounters: A Conceptual Framework

By Mark Gabbott, G. Hogg. 2001

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The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States (2007, background): “Three categories of NVC convey affective meaning during interactions (Gabbott and Hogg 2001; Sundaram and Webster 2000): proxemics (use of personal space), kinesics (body movements and postural orientations, eye contact, nodding, handshaking, and smiling), and paralinguistics (vocal pitch, loudness…”
Service Employee Responses to Angry Customer Complaints (2017, background): “The verbal (e.g., raised voice, aggressive tone) and nonverbal anger poles (e.g., pursed lips, squint, and confrontational stance) were divided into six categories (see Table 2) and covered the main parts of verbal and nonverbal communications (Gabbott and Hogg 2001).”
The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction (2011, background): “Such nonverbal communication applies to both the customer and the employee because, for more precise delivery of messages, it is more effective to use nonverbal communication methods such as posture, facial expression and gestures in addition to language expressions (Gabbott and Hogg, 2001).”
On the Role of Empathy in Customer-Employee Interactions (2012, background): “Successful service interactions depend on the level of empathy apparent in customeremployee interactions (Gabbott and Hogg 2001).”