The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters
This paper examines the role of facial expressions in dyadic interactions between a banking service provider and customer. We conduct experiments in which service providers manipulate their facial expressions while interacting with customers in one of three conditions: In the neutral condition the b...
| Main Authors: | , , , |
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| Other Authors: | , |
| Format: | Article |
| Language: | English |
| Published: |
Institute of Electrical and Electronics Engineers,
2010-06-30T19:19:10Z.
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| Subjects: | |
| Online Access: | Get fulltext |