The role of nonverbal communication in service encounters

By D. S. Sundaram, Cynthia M. Webster. 2000

317 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/e22025e9573100318932575035b334d03d5ba14c

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction (2011, methodology): “…affect the emotions experienced by customers at service touch-points and this would in turn affect customers’ behaviors and Sommers et al. (1989) and Sundaram and Webster (2000) stated that employees’ communication methods would induce customers’ favorable emotional reactions in service…”
Dimensions of Cruisers’ Experiences, Satisfaction, and Intention to Recommend (2010, background): “Indeed, previous research has established that consumer evaluations of service employees can positively and/or negatively affect perceptions of quality, patronage intentions, and overall evaluation of the service experience (e.g., Sundaram and Webster 2000).”
Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions (2019, background): “Customers receive the total experience of the service firm not only through the physical environment, but also through service encounters that consist of customer-employee interactions or social elements in the facility (Sundaram and Webster, 2000; Lin and Mattila, 2010; Wu and Liang, 2009).”
Tourists’ Perceptions of Relational Quality Service Attributes: A Cross-Cultural Study (2007, background): “Sundaram and Webster (2000) stated that “employees’ display of affective characteristics, such as friendliness, responsiveness, and enthusiasm, positively influences customers’ overall evaluation of service consumption experiences and perceptions of service quality” (p. 378).”
Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons (2012, unknown): “In a service environment, appropriate nonverbal behaviors are commonly related to the expression of positive reactions, courtesy, and respect, and thus show courteousness to other communicators (Sundaram and Webster, 2000).”
Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction (2005, background): “…within the services marketing literature has analyzed the perception of service encounters by customers and has also identified important employee characteristics (e.g., Bitner, Booms, & Mohr, 1994; Chenet, Tynan, & Money, 1999; Parasuraman, Zeithaml, & Berry, 1994; Sundaram & Webster, 2000).”
The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States (2007, unknown): “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 or amplitude, pitch variation, pauses, an”
Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction (2009, background): “Sundaram and Webster (2000) discussed it in conceptual terms and proposed that it would affect the customer’s perceptions of service worker characteristics such as credibility, friendliness and competence.”