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: | Picard, Rosalind W. (Contributor), Kim, Kyunghee (Contributor), Eckhardt, Micah Rye (Contributor), Bugg, Nandi G. (Contributor) |
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Other Authors: | Massachusetts Institute of Technology. Department of Electrical Engineering and Computer Science (Contributor), Program in Media Arts and Sciences (Massachusetts Institute of Technology) (Contributor) |
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 |
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