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