An empirical investigation of the impact of non‐verbal communication on service evaluation

By Mark Gabbott, G. Hogg. 2000

197 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/61656e1e513952c97fd3b8f7cb94587a8200a8f5

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Magnus Söderlund
2. Hyo Sun Jung
3. Hye Hyun Yoon
4. Claes‐Robert Julander

In Social Psychology

1. Magnus Söderlund
2. Hyo Sun Jung
3. Hye Hyun Yoon
4. Claes‐Robert Julander

In Sociology and Political Science

1. Magnus Söderlund
2. Hyo Sun Jung
3. Hye Hyun Yoon

Citations in the corpus

• Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction (2009, background): “Moreover, Gabbott and Hogg (2000), who used an experimental design in which several service worker characteristics were manipulated at the same time (but they provided little information about the attractiveness manipulation itself), concluded that the service worker’s physical attractiveness had a…”
• The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction (2011, background): “Based on the importance of nonverbal communication, many socio-psychological studies on non-communication have been carried out so far (Hargie et al., 1987; Giles and Robinson, 1991; Delmonte, 1991), but those performed in marketing have been few (Gabbott and Hogg, 2000; Sundaram and Webster, 2000).”