• DOI:10.1177/1080569908317320
Corpus ID: 168078681

Smiling With Customers

@article{Muir2008SmilingWC,
  title={Smiling With Customers},
  author={C. Muir},
  journal={Business Communication Quarterly},
  year={2008},
  volume={71},
  pages={241 - 246}
}

• C. Muir
• Published 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… Expand