Nonverbal Behaviors of Service Personnel and Customer Satisfaction

Research Proposal : Effects of Non-verbal communication of Service Personnel on Customer Satisfaction Part I . LITERATURE REVIEW

Part I . LITERATURE REVIEW

The earliest researchers (Birdwhistle , 1970 ) suggested that alone words do not carry meaning in communication . In oral communication both verbal and nonverbal are involved . Through both verbal and nonverbal communication the audiences can easily understand the speaker 's message

STRATEGIES FOR AN EFFECTIVE NONVERBAL DELIVERY

The strategies which convey non verbal cues are

1-posture

2-movement

3-gestures

4-facial expressions

5-appearance

These are the main strategies which show

the nonverbal attitude

1-POSTURE

The posture plays important role in verbal and nonverbal delivery . Through posture one can easily convey their message to other people . Few examples are

-When a sales person stands straight and gives complete balance on their foot , it means they show the impression of complete control on their body without saying any word

-Mostly the women sales personnel use low heeled shoes when speaking because high heeled shoes causes them to rock from side to side and gives negative impression . Posture can depict high level of bond between the customer and sales personnel (Bull 1987 Harper et . al , 1978 . A negative orientation of posture can lead to disqualification of the product and service offered to the customer (Autry et . al , 2007 . A friendly and a bit casual orientation from the sales person can lead to a positive impression of the product or service offered

2-MOVEMENT

The movement plays an important role in every ones life Sometimes it also helps in...