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Open Access research that is better understanding work in the global economy...

Strathprints makes available scholarly Open Access content by researchers in the Department of Work, Employment & Organisation based within Strathclyde Business School.

Better understanding the nature of work and labour within the globalised political economy is a focus of the 'Work, Labour & Globalisation Research Group'. This involves researching the effects of new forms of labour, its transnational character and the gendered aspects of contemporary migration. A Scottish perspective is provided by the Scottish Centre for Employment Research (SCER). But the research specialisms of the Department of Work, Employment & Organisation go beyond this to also include front-line service work, leadership, the implications of new technologies at work, regulation of employment relations and workplace innovation.

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Non-Verbal communication in service encounters: a conceptual framework

Gabbott, M. and Hogg, G. (2001) Non-Verbal communication in service encounters: a conceptual framework. Journal of Marketing Management, 17 (1). pp. 5-26. ISSN 0267-257X

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Abstract

This paper presents a synthesis of the work in the psychology and anthropology disciplines concerning nonverbal behaviour and applies this knowledge to the understanding and management of service encounters. As face to face service encounters are primarily social occasions when the rules and norms of social interaction apply, then an understanding of the way that consumers interpret non-verbal interaction is crucial to an understanding of how service encounters are managed and evaluated. The paper considers a number of aspects of service delivery that impact on the interpretation of nonverbal cues and the participant characteristics that effect this interpretation. Finally the paper provides a number of suggestions for the management of encounters, selection and training of employees and further research into this area.