{"corpus_id":198882305,"paper_sha":"e22025e9573100318932575035b334d03d5ba14c","doi":"10.1108/08876040010341008","arxiv_id":null,"pmid":null,"pmcid":null,"mag_id":2024150581,"dblp_id":null,"acl_id":null,"title":"The role of nonverbal communication in service encounters","year":2000,"publication_date":"2000-09-01","venue":"","journal":{"name":"Journal of Services Marketing","pages":"211-228","volume":"14"},"journal_issn":null,"journal_title":null,"publication_types":[],"pubmed_pub_types":null,"s2_fields_of_study":["Business","Psychology"],"reference_count":30,"citation_count":311,"influential_citation_count":31,"is_open_access":false,"arxiv_categories":null,"arxiv_license":null,"arxiv_journal_ref":null,"mesh_headings":null,"chemicals":null,"comments_corrections":null,"source_flags":1,"s2_open_access_pdf_url":null,"s2_open_access_landing_url":null,"s2_open_access_license":null,"s2_open_access_status":null,"pmc_open_access_pdf_url":null,"pmc_open_access_landing_url":null,"pmc_open_access_license":null,"pmc_open_access_status":null,"unpaywall_open_access_pdf_url":null,"unpaywall_open_access_landing_url":null,"unpaywall_open_access_license":null,"unpaywall_open_access_status":null,"abstract":"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.","claims":[{"public_id":"cl_1841cd15cfed616a788dff250bfaae1a","status":"active","text":"A conceptual model links nonverbal communication (kinesics, paralanguage, proxemics, physical appearance) to customer affect and consumers' evaluations of service providers (credibility, friendliness, competence, empathy, courtesy, trustworthiness).","confidence":0.9,"contributors":[{"id":1165,"public_id":"ezd9qvkvax","public_label":"The Reverser‮ (ezd9qvkvax)","roles":["extraction"],"url":"https://sah.borca.ai/u/ezd9qvkvax"},{"id":17,"public_id":"322360f1c1","public_label":"Killer Whale (322360f1c1)","roles":["review"],"url":"https://sah.borca.ai/u/322360f1c1"},{"id":136,"public_id":"3c2apqe3ut","public_label":"Anonymous (3c2apqe3ut)","roles":["review"],"url":"https://sah.borca.ai/u/3c2apqe3ut"}],"url":"https://sah.borca.ai/claims/cl_1841cd15cfed616a788dff250bfaae1a"}],"concepts":[{"public_id":"co_2d9b7532ef9d65f61b72744be83274a8","status":"active","name":"customer affect","description":"Emotional response of customers during service interactions.","types":["psychological concept"],"aliases":[],"contributors":[{"id":1165,"public_id":"ezd9qvkvax","public_label":"The Reverser‮ (ezd9qvkvax)","roles":["extraction"],"url":"https://sah.borca.ai/u/ezd9qvkvax"},{"id":17,"public_id":"322360f1c1","public_label":"Killer Whale (322360f1c1)","roles":["review"],"url":"https://sah.borca.ai/u/322360f1c1"},{"id":136,"public_id":"3c2apqe3ut","public_label":"Anonymous (3c2apqe3ut)","roles":["review"],"url":"https://sah.borca.ai/u/3c2apqe3ut"}],"url":"https://sah.borca.ai/concepts/co_2d9b7532ef9d65f61b72744be83274a8"},{"public_id":"co_9168158cad751b44932f93c08f2c619c","status":"active","name":"nonverbal communication","description":"Communication through kinesics, paralanguage, proxemics, and physical appearance in service encounters.","types":["communication concept"],"aliases":[],"contributors":[{"id":1165,"public_id":"ezd9qvkvax","public_label":"The Reverser‮ (ezd9qvkvax)","roles":["extraction"],"url":"https://sah.borca.ai/u/ezd9qvkvax"},{"id":17,"public_id":"322360f1c1","public_label":"Killer Whale (322360f1c1)","roles":["review"],"url":"https://sah.borca.ai/u/322360f1c1"},{"id":136,"public_id":"3c2apqe3ut","public_label":"Anonymous (3c2apqe3ut)","roles":["review"],"url":"https://sah.borca.ai/u/3c2apqe3ut"}],"url":"https://sah.borca.ai/concepts/co_9168158cad751b44932f93c08f2c619c"},{"public_id":"co_f452c99b90356b277015cb5835afd9c2","status":"active","name":"service provider evaluations","description":"Assessments of service providers on credibility, friendliness, competence, empathy, courtesy, and trustworthiness.","types":["evaluation metric"],"aliases":[],"contributors":[{"id":1165,"public_id":"ezd9qvkvax","public_label":"The Reverser‮ (ezd9qvkvax)","roles":["extraction"],"url":"https://sah.borca.ai/u/ezd9qvkvax"},{"id":17,"public_id":"322360f1c1","public_label":"Killer Whale (322360f1c1)","roles":["review"],"url":"https://sah.borca.ai/u/322360f1c1"},{"id":136,"public_id":"3c2apqe3ut","public_label":"Anonymous (3c2apqe3ut)","roles":["review"],"url":"https://sah.borca.ai/u/3c2apqe3ut"}],"url":"https://sah.borca.ai/concepts/co_f452c99b90356b277015cb5835afd9c2"}],"external_ids":{"DOI":"10.1108/08876040010341008","ArXiv":null,"PubMed":null,"PubMedCentral":null,"MAG":2024150581,"DBLP":null,"ACL":null},"open_access":{"is_open_access":false,"pdf_url":null,"landing_url":"https://sah.borca.ai/papers/198882305","source":null,"pdf_url_source":null,"license":null,"reason":"pdf_url_not_indexed"},"reference_availability":{"status":"available","references_indexed":true,"full_text_available":false,"full_text_source":null,"count_basis":"semantic_scholar_metadata","extraction_status":"not_applicable","reason":null},"source":{"provider":"episteme2","base_corpus":"semantic_scholar_dump","freshness_mode":"unknown","basis":["semantic_scholar_metadata","postgres_metadata"],"limits":["paper metadata is based on indexed upstream scholarly datasets","claims and concepts are available only for extracted papers","absence of claims or concepts means no extracted graph data is available in this response"],"status":"available","degraded":false,"degraded_reasons":[],"diagnostics":{"status":"available","degraded":false,"degraded_reasons":[],"metadata_status":"available","graph_status":"available","abstract_status":"available"},"source_flags":1},"paper_id":631763,"paper_uid":"f643a88b-fe00-4a17-b786-f6d44fd94275","canonical_identity":{"paper_id":631763,"paper_uid":"f643a88b-fe00-4a17-b786-f6d44fd94275","identity_status":"available","lookup_basis":"semantic_scholar_external_id","compatibility_path":"corpus_id"},"url":"https://sah.borca.ai/papers/198882305"}