Smiling With Customers

@article{Muir2008SmilingWC,
  title={Smiling With Customers},
  author={Clive Muir},
  journal={Business Communication Quarterly},
  year={2008},
  volume={71},
  pages={241 - 246}
}
  • C. Muir
  • Published 1 June 2008
  • Business
  • Business Communication Quarterly
EFFECTIVE CUSTOMER SERVICE usually relies on the artful interplay of verbal and nonverbal behaviors by service givers and customers. In the 2 decades since the publication of the influential bestseller Service America: Doing Business in the New Economy (Albrecht & Zemke, 1985), the movement toward refining the behaviors of service employees spawned a flood of “consulting firms, and even professional societies and academic research programs” (Albrecht, 2008). One nonverbal behavior that has… 

Customer Service with a Smile: Creating a Climate Where Customers Come First

Nestled in the small, manufacturing and university town of Maryville, MO, resides a great example of customer service—Fred Mares. Fred is a greeter at the local Hy-Vee store, which has survived the

Emotion, Social Action, and Agency: A Case Study of an Intercultural, Technical Communication Intern

ABSTRACT This article reviews literature on emotions within communication settings and proposes that emotions serve as motivations to accomplish social action; these motivations also serve as

Model frontline customer service providers’ perspectives of success factors: an exploratory study

Abstract By learning to select better, well-informed candidates for the challenging frontline roles in the hospitality industry and learning to provide personal and professional, physical, emotional,

References

SHOWING 1-10 OF 17 REFERENCES

Exploring consumers' responses to service providers' positive affective displays

Purpose – To discuss the importance of the relationship between service providers' positive affective displays, the value of a “real” smile within the consumers' perception of authentic service

The Managed Heart: Commercialization of Human Feeling

This book examines two groups of public-contact workers: flight attendants and bill collectors and finds that an emotional laborer can become estranged not only from her own expressions of feeling, but also from what she actually feels.

The contingent smile: a meta-analysis of sex differences in smiling.

A meta-analysis of sex differences in smiling based on 448 effect sizes derived from 162 research reports found a statistically significant tendency for women and adolescent girls to smile more than men and adolescent boys.

Avoiding the dark side of service with a smile

  • New York: Accenture Institute
  • 2005

A brief history of the smile

It has been said that supreme enlightenment is reflected in the holy smile of the Buddha. Yet, the Victorians thought of open-mouthed smiling as obscene, and nineteenth-century English and American

Service America: Doing business in the new economy

Soft" skills and race: An investigation of black men's employment problems

  • 1995

Karl Albrecht International Consulting

  • Retrieved January 16, 2008, from http://www.karlalbrecht.com
  • 2008

What a smile means

  • Training
  • 1998