Search
  Advanced Search
 
Journal search
Journal cover: European Journal of Marketing

European Journal of Marketing

ISSN: 0309-0566

Online from: 1967

Subject Area: Marketing

Content: Latest Issue | icon: RSS Latest Issue RSS | Previous Issues

Options: To add Favourites and Table of Contents Alerts please take a Emerald profile

Previous article.Icon: Print.Table of Contents.Next article.Icon: .

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


Document Information:
Title:An empirical investigation of the impact of non-verbal communication on service evaluation
Author(s):Mark Gabbott, (Department of Business and Economics, Monash University, Melbourne, Australia, and), Gillian Hogg, (Department of Marketing, University of Strathclyde, Glasgow, Scotland)
Citation:Mark Gabbott, Gillian Hogg, (2000) "An empirical investigation of the impact of non-verbal communication on service evaluation", European Journal of Marketing, Vol. 34 Iss: 3/4, pp.384 - 398
Keywords:Consumer behaviour, Customer satisfaction, Non-verbal communication, Perceptions, Service quality, Services marketing
Article type:Research Paper
DOI:10.1108/03090560010311911 (Permanent URL)
Publisher:MCB UP Ltd
Abstract: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. Uses an experimental methodology based on video scenarios to demonstrate the effect of this type of communication on consumers. The results indicate significant differences in respondents’ reactions to the scenario according to the non-verbal behaviour of the service provider.



Fulltext Options:

Login

Login

Existing customers: login
to access this document

Login


- Forgot password?
- Athens/Institutional login

Purchase

Purchase

Downloadable; Printable; Owned
HTML, PDF (122kb)Purchase

To purchase this item please login or register.

Login


- Forgot password?

Recommend to your librarian

Complete and print this form to request this document from your librarian


Marked list


Bookmark & share

Reprints & permissions