Nonverbal Communication and Client Satisfaction in Computer-Assisted Transactions

Abstract

This field study tested the arousal-valence model of nonverbal communication by examining the effect of selected immediate nonverbal communication cues exhibited by bank tellers on the satisfaction of their clients in banking transactions. Observations of teller nonverbal communication were compared with measures of customers' perceptions of the computer-assisted transaction and of the teller. An immediacy factor was predicted to relate positively to higher levels of satisfaction with tellers, bank, and transaction. Results were nonsignificant for canonical correlations of nonverbal communication and transaction measures, as well as for additional chi-square analyses of the data. Immediacy in brief impersonal transactions is not a significant predictor of satisfaction.

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