Employee Smile in Service Encounters: A Review of the Literature and Research Directions

@inproceedings{Walsh2015EmployeeSI,
  title={Employee Smile in Service Encounters: A Review of the Literature and Research Directions},
  author={Gianfranco Walsh and Thomas Kilian and Urs Kuhlmann and Mehul Garg},
  year={2015}
}
  • Gianfranco Walsh, Thomas Kilian, +1 author Mehul Garg
  • Published 2015
  • Psychology
  • Emotions in service encounters transmitted via nonverbal communication have become an increasingly researched topic in the services marketing and consumer behavior literature. The purpose of this research is to explore the literature on verbal and nonverbal communication involving emotions conveyed through facial expressions such as smile (e.g., Guenzi and Pelloni 2004; Sundaram and Webster 2000). Nonverbal components of communication tend to be viewed as important as verbal components in… CONTINUE READING

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