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The value of knowing what customers really want: The impact of salesperson ability to read non-verbal cues of affect on service quality
16 references·0 citing·45 second hop
The value of knowing what customers really want: The impact of salesperson ability to read non-verbal cues of affect on service quality (2013)The value of knowing what customers reall…Advances in Consumer Research (2025)Advances in Consumer ResearchCustomer Experience Management in Retailing: An Organizing Framework (2009)Customer Experience Managemen…Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Are All Smiles Created Equal?…The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions (2002)The Influence of Multiple Sto…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Feeling "holier than thou": Are self-serving assessments produced by errors in self- or social prediction? (2000)Feeling "holier than thou": A…Customer-Employee Rapport in Service Relationships (2000)Customer-Employee Rapport in …Atmospheric Effects on Shopping Behavior (2000)Atmospheric Effects on Shoppi…Out of Control: Visceral Influences on Behavior (1996)Out of Control: Visceral Infl…Half a minute: Predicting teacher evaluations from thin slices of nonverbal behavior and physical attractiveness. (1993)Half a minute: Predicting tea…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Adaptive Selling: Conceptualization, Measurement, and Nomological Validity (1990)Adaptive Selling: Conceptuali…Attribution: Perceiving the Causes of Behavior (1987)Attribution: Perceiving the C…Self-serving biases in the attribution of causality: Fact or fiction? (1975)Self-serving biases in the at…Nonverbal communication in human interaction (1972)Nonverbal communication in hu…Nonverbal Leakage and Clues to Deception † (1969)Nonverbal Leakage and Clues t…Atmospherics as a Marketing Tool (1974)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Store atmosphere and purchasing behavior (1994)Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology. (2001)Hedonic and utilitarian motivations for online retail shopping behavior (2001)Why Ethical Consumers Don’t Walk Their Talk: Towards a Framework for Understanding the Gap Between the Ethical Purchase Intentions and Actual Buying Behaviour of Ethically Minded Consumers (2010)The Presentation of Self in Everyday Life. 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(1992)An Integrated Approach to Communication Theory and Research (2014)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)The processes of causal attribution. (1973)The Intuitive Psychologist And His Shortcomings: Distortions in the Attribution Process (1977)Role congruity theory of prejudice toward female leaders. (2002)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
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References

  • 2025Advances in Consumer Research13,264 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1987Attribution: Perceiving the Causes of Behavior3,713 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1996Out of Control: Visceral Influences on Behavior2,609 cited
  • 1975Self-serving biases in the attribution of causality: Fact or fiction?2,563 cited
  • 2002The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions2,256 cited
  • 1972Nonverbal communication in human interaction2,189 cited
  • 2000Atmospheric Effects on Shopping Behavior1,921 cited
  • 1969Nonverbal Leakage and Clues to Deception †1,843 cited
  • 2000Customer-Employee Rapport in Service Relationships1,150 cited
  • 2006Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships1,050 cited
  • 2009Customer Experience Management in Retailing: An Organizing Framework1,015 cited
  • 1993Half a minute: Predicting teacher evaluations from thin slices of nonverbal behavior and physical attractiveness.1,005 cited
  • 1990Adaptive Selling: Conceptualization, Measurement, and Nomological Validity

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870 cited
  • 2000Feeling "holier than thou": Are self-serving assessments produced by errors in self- or social prediction?821 cited
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