How to sell without words: What science knows about nonverbal behavior in personal sales and service

Aaker, D. A. (1991). Managing Brand Equity. Free Press. https://ebookcentral.proquest.com/lib/kxp/detail.action?docID=4934520 Search in Google Scholar

Aaker, D. A. (1996). Measuring Brand Equity Across Products and Markets. California Management Review, 38(3), 102–120. https://doi.org/10.2307/41165845 Search in Google Scholar

Aaker, D. A., & Joachimsthaler, E. (2000). Brand leadership. Pocket Books. Search in Google Scholar

Abbasi, A. S., & Alvi, A. K. (2013). Impact of employee characteristics and their performance on customer satisfaction. Science International, 25(2). Search in Google Scholar

Aggarwal, P., Castleberry, S. B., Ridnour, R., & Shepherd, C. D. (2005). Salesperson Empathy and Listening: Impact on Relationship Outcomes. Journal of Marketing Theory and Practice, 13(3), 16–31. https://doi.org/10.1080/10696679.2005.11658547 Search in Google Scholar

Agnihotri, R., & Krush, M. T. (2015). Salesperson empathy, ethical behaviors, and sales performance: The moderating role of trust in one’s manager. The Journal of Personal Selling and Sales Management, 35(2), 164–174. https://doi.org/10.1080/08853134.2015.1010541 Search in Google Scholar

Agnihotri, R., Krush, M., & Singh, R. K. (2012). Understanding the mechanism linking interpersonal traits to pro-social behaviors among salespeople: lessons from India. Journal of Business & Industrial Marketing, 27(3), 211–227. https://doi.org/10.1108/08858621211207234 Search in Google Scholar

Agnihotri, R., Vieira, V. A., Senra, K. B., & Gabler, C. B. (2016). Examining the impact of salesperson interpersonal mentalizing skills on performance: the role of attachment anxiety and subjective happiness. The Journal of Personal Selling and Sales Management, 36(2), 174–189. https://doi.org/10.1080/08853134.2016.1178071 Search in Google Scholar

Agthe, M., Spörrle, M., & Maner, J. K. (2011). Does being attractive always help? Positive and negative effects of attractiveness on social decision making. Personality & Social Psychology Bulletin, 37(8), 1042–1054. https://doi.org/10.1177/0146167211410355 Search in Google Scholar

Ahearne, M., Jelinek, R., & Jones, E. (2007). Examining the effect of salesperson service behavior in a competitive context. Journal of the Academy of Marketing Science, 35(4), 603–616. https://doi.org/10.1007/s11747-006-0013-1 Search in Google Scholar

Ahmed, I., Nawaz, M., Usman, A., Shaukat, M. Z., Ahmad, N., & Iqbal, H. (2010). Impact of Service Quality on Customers’ Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary Journal of Contemporary Research in Business, 1, 98–113. Search in Google Scholar

Ajzen, I., & Fishbein, M [Martin]. (1980). Understanding attitudes and predicting social behavior. Prentice-Hall. Search in Google Scholar

Alavi, S., Wieseke, J., & Guba, J. H. (2016). Saving on Discounts through Accurate Sensing – Salespeople’s Estimations of Customer Price Importance and Their Effects on Negotiation Success. Journal of Retailing, 92(1), 40–55. https://doi.org/10.1016/j.jretai.2015.08.002 Search in Google Scholar

Aldlaigan, A. H., & Buttle, F. A. (2002). SYSTRA-SQ: a new measure of bank service quality. International Journal of Service Industry Management, 13(4), 362–381. https://doi.org/10.1108/09564230210445041 Search in Google Scholar

Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks’ financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127–147. https://doi.org/10.1108/02634500610653991 Search in Google Scholar

Allport, G. W., Clark, K., & Pettigrew, T. (1954). The nature of prejudice. Search in Google Scholar

Alrubaiee, L., & Al-Nazer, N. (2010). Investigate the Impact of Relationship Marketing Orientation on Customer Loyalty: The Customer’s Perspective. International Journal of Marketing Studies, 2(1). https://doi.org/10.5539/ijms.v2n1p155 Search in Google Scholar

Ambady, N., Bernieri, F. J., & Richeson, J. A. (2000). Toward a histology of social behavior: Judgmental accuracy from thin slices of the behavioral stream. Advances in Experimental Social Psychology, 32, 201–271. https://doi.org/10.1016/S0065-2601(00)80006-4 Search in Google Scholar

Ambady, N., Koo, J., Lee, F., & Rosenthal, R. (1996). More than words: Linguistic and nonlinguistic politeness in two cultures. Journal of Personality and Social Psychology, 70(5), 996–1011. https://doi.org/10.1037/0022-3514.70.5.996 Search in Google Scholar

Ambady, N., Krabbenhoft, M. A., & Hogan, D. (2006). The 30-Sec Sale: Using Thin-Slice Judgments to Evaluate Sales Effectiveness. Journal of Consumer Psychology, 16(1), 4–13. https://doi.org/10.1207/s15327663jcp1601_2 Search in Google Scholar

Ambady, N., & Rosenthal, R. (1993). Half a minute: Predicting teacher evaluations from thin slices of nonverbal behavior and physical attractiveness. Journal of Personality and Social Psychology, 64(3), 431–441. https://doi.org/10.1037/0022-3514.64.3.431 Search in Google Scholar

Ambady, N., & Weisbuch, M. (2010). Nonverbal Behavior. In S. T. Fiske, D. T. Gilbert, & G. Lindzey (Eds.), The Handbook of social psychology (5th ed.). Wiley. https://doi.org/10.1002/9780470561119.socpsy001013 Search in Google Scholar

Anderson, E. W. (1998). Customer Satisfaction and Word of Mouth. Journal of Service Research, 1(1), 5–17. https://doi.org/10.1177/109467059800100102 Search in Google Scholar

Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. https://doi.org/10.1177/002224299405800304 Search in Google Scholar

Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411 Search in Google Scholar

Argyle, M. (2013). Körpersprache & Kommunikation: Nonverbaler Ausdruck und soziale Interaktion (10., überarb. Neuaufl.). Fachbuch Nonverbale Kommunikation. Junfermann. http://gbv.eblib.com/patron/FullRecord.aspx?p=1605000 Search in Google Scholar

Aria, M., & Cuccurullo, C. (2017). bibliometrix : An R-tool for comprehensive science mapping analysis. Journal of Informetrics, 11(4), 959–975. https://doi.org/10.1016/j.joi.2017.08.007 Search in Google Scholar

Bagozzi, R. P., Verbeke, W. J., van den Berg, W. E., Rietdijk, W. J., Dietvorst, R. C., & Worm, L. (2012). Genetic and neurological foundations of customer orientation: field and experimental evidence. Journal of the Academy of Marketing Science(5), 639. http://search.ebscohost.com/login.aspx?direct=true&db=edsgbe&AN=edsgcl.360796229&lang=de&site=eds-live&scope=site Search in Google Scholar

Berg, H., Söderlund, M., & Lindström, A. (2015). Spreading joy: examining the effects of smiling models on consumer joy and attitudes. Journal of Consumer Marketing, 32(6), 459–469. https://doi.org/10.1108/JCM-03-2015-1356 Search in Google Scholar

Borthwick, D. (2021). Body Language How to read anybody: The secret to nonverbal communication to understand & influence in, Business, Sales, Online, Presenting & Public Speaking, Healthcare, Attraction & Seduction. Search in Google Scholar

Clarivate Analytics. (2022). Web of science. https://clarivate.com/products/web-of-science/ Search in Google Scholar

Darwin, C. (1872). The expression of emotions in animals and man. John Murray. https://scholar.google.de/citations?user=d847cgsaaaaj&hl=de&oi=sra Search in Google Scholar

Delpechitre, D., Beeler-Connelly, L. L., & Chaker, N. N. (2018). Customer value co-creation behavior: A dyadic exploration of the influence of salesperson emotional intelligence on customer participation and citizenship behavior. Journal of Business Research, 92, 9–24. https://doi.org/10.1016/j.jbusres.2018.05.007 Search in Google Scholar

Depaulo, B. M., & Friedman, H. S. (2010). Nonverbal communication. In S. T. Fiske, D. T. Gilbert, & G. Lindzey (Eds.), The Handbook of social psychology (5th ed.). Wiley. Search in Google Scholar

Dion, K., Berscheid, E., & Walster, E. (1972). What is beautiful is good. Journal of Personality and Social Psychology, 24(3), 285–290. https://doi.org/10.1037/h0033731 Search in Google Scholar

Ekman, P [P.], & Friesen, W. V. (1969). Nonverbal leakage and clues to deception. Psychiatry, 32(1), 88–106. https://doi.org/10.1080/00332747.1969.11023575 Search in Google Scholar

Ekman, P [Paul]. (1973). Darwin and facial expression: A century of research in review. Search in Google Scholar

Elfenbein, H. A., & Ambady, N. (2002). On the universality and cultural specificity of emotion recognition: A meta-analysis. Psychological Bulletin, 128(2), 203–235. https://doi.org/10.1037/0033-2909.128.2.203 Search in Google Scholar

Feingold, A. (1992). Good-looking people are not what we think. Psychological Bulletin, 111(2), 304–341. https://doi.org/10.1037/0033-2909.111.2.304 Search in Google Scholar

Feniger-Schaal, R., Schönherr, D., Altmann, U., & Strauss, B. (2021). Movement Synchrony in the Mirror Game. Journal of Nonverbal Behavior, 45(1), 107–126. https://doi.org/10.1007/s10919-020-00341-3 Search in Google Scholar

Ferdinand, A. T., & Wahyuningsih, W. (2018). Salespeople’s innovativeness: A driver of sales performance. Management & Marketing. Challenges for the Knowledge Society, 13(2), 966–984. https://doi.org/10.2478/mmcks-2018-0016 Search in Google Scholar

Fishbein, M [M.], & Ajzen, I. (1975). Belief, attitude, intention and behaviour: An introduction to theory and research (Vol. 27). Search in Google Scholar

Frieze, I. H., Olson, J. E., & Russell, J. (1991). Attractiveness and Income for Men and Women in Management. Journal of Applied Social Psychology, 21(13), 1039–1057. https://doi.org/10.1111/j.1559-1816.1991.tb00458.x Search in Google Scholar

Gadzhiyeva, N. M., & Sager, K. L. (2017). Maximizing the persuasiveness of a salesperson: An exploratory study of the effects of nonverbal immediacy and language power on the extent of persuasion. Revista De Psicología Del Trabajo Y De Las Organizaciones, 33(2), 83–93. https://doi.org/10.1016/j.rpto.2017.03.001 Search in Google Scholar

Grewal, D., Noble, S. M., Ahlbom, C.-P., & Nordfält, J. (2020). The Sales Impact of Using Handheld Scanners: Evidence from the Field. Journal of Marketing Research, 57(3), 527–547. https://doi.org/10.1177/0022243720911624 Search in Google Scholar

Grigorescu, A., Lincaru, C., Pîrciog, S., & Chiţescu, R.-I. (2019). Competitiveness and sustainable development in public services. Management & Marketing. Challenges for the Knowledge Society, 14(1), 108–129. https://doi.org/10.2478/mmcks-2019-0008 Search in Google Scholar

Hasford, J., Hardesty, D. M., & Kidwell, B. (2015). More than a Feeling: Emotional Contagion Effects in Persuasive Communication. Journal of Marketing Research, 52(6), 836–847. https://doi.org/10.1509/JMR.13.0081 (Journal of Marketing Research, 52(6), 836-847). Search in Google Scholar

Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., & Schoegel, M. (2020). Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality. Journal of Marketing Research, 57(5), 917–936. https://doi.org/10.1177/0022243720934863 Search in Google Scholar

Hirsch, J. E. (2005). An index to quantify an individual’s scientific research output. Proceedings of the National Academy of Sciences, 102(46), 16569–16572. https://doi.org/10.1073/pnas.0507655102 Search in Google Scholar

Hossain, M. S., Zhou, X., & Rahman, M. F. (2019). Customer satisfaction under heterogeneous services of different self-service technologies. Management & Marketing. Challenges for the Knowledge Society, 14(1), 90–107. https://doi.org/10.2478/mmcks-2019-0007 Search in Google Scholar

Johns, N., Avcí, T., & Karatepe, O. M. (2004). Measuring service quality of travel agents: evidence from Northern Cyprus. The Service Industries Journal, 24(3), 82–100. https://doi.org/10.1080/0264206042000247777 Search in Google Scholar

Karatepe, O. M. (2011). Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender. Journal of Business Economics and Management, 12(2), 278–300. https://doi.org/10.3846/16111699.2011.573308 Search in Google Scholar

Karatepe, O. M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: Scale development and validation. Journal of Retailing and Consumer Services, 12(5), 373–383. https://doi.org/10.1016/j.jretconser.2005.01.001 Search in Google Scholar

Limbu, Y. B., Jayachandran, C., Babin, B. J., & Peterson, R. T. (2016). Empathy, nonverbal immediacy, and salesperson performance: the mediating role of adaptive selling behavior. Journal of Business & Industrial Marketing, 31(5), 654–667. https://doi.org/10.1108/JBIM-03-2015-0048 Search in Google Scholar

Lin, C.-Y., & Lin, J.-S. C. (2017). The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter. Journal of Service Management, 28(1), 107–132. https://doi.org/10.1108/JOSM-08-2015-0251 Search in Google Scholar

Meho, L. I., & Yang, K. (2007). Impact of data sources on citation counts and rankings of LIS faculty: Web of science versus scopus and google scholar. Journal of the American Society for Information Science and Technology, 58(13), 2105–2125. https://doi.org/10.1002/asi.20677 Search in Google Scholar

Meyer, A., Meindl, A., & Brudler, B. (2016). Kommunikation für Dienstleistungen. In Handbuch Instrumente der Kommunikation (pp. 561–580). Springer. Search in Google Scholar

Pauser, S., Wagner, U., & Ebster, C. (2018). An investigation of salespeople’s nonverbal behaviors and their effect on charismatic appearance and favorable consumer responses. The Journal of Personal Selling and Sales Management, 38(3), 344–369. Search in Google Scholar

Plusquellec, P., & Denault, V. (2021). Correction to: The 1000 Most Cited Papers on Visible Nonverbal Behavior: A Bibliometric Analysis. Journal of Nonverbal Behavior, 45(2), 319. https://doi.org/10.1007/s10919-018-0290-7 Search in Google Scholar

Puccinelli, N. M., Motyka, S., & Grewal, D. (2010). Can you trust a customer’s expression? Insights into nonverbal communication in the retail context. Psychology & Marketing, 27(10), 964–988. https://doi.org/10.1002/mar.20368 Search in Google Scholar

Ramos-Rodríguez, A. R., & Ruiz-Navarro, J. (2008). Base intelectual de la investigación en creación de empresas: un estudio biométrico. Revista europea de dirección y economía de la empresa, 17(1), 13–38. https://dialnet.unirioja.es/servlet/articulo?codigo=2581331 Search in Google Scholar

Ramos-Rodríguez, A.-R., & Ruíz-Navarro, J. (2004). Changes in the intellectual structure of strategic management research: a bibliometric study of theStrategic Management Journal, 1980–2000. Strategic Management Journal, 25(10), 981–1004. https://doi.org/10.1002/smj.397 Search in Google Scholar

Simmering, M. J., Fuller, C. M., Richardson, H. A., Ocal, Y., & Atinc, G. M. (2015). Marker Variable Choice, Reporting, and Interpretation in the Detection of Common Method Variance. Organizational Research Methods, 18(3), 473–511. https://doi.org/10.1177/1094428114560023 Search in Google Scholar

Söderlund, M., & Rosengren, S. (2008). Revisiting the smiling service worker and customer satisfaction. International Journal of Service Industry Management, 19(5), 552–574. https://doi.org/10.1108/09564230810903460 Search in Google Scholar

Söderlund, M., & Sagfossen, S. (2017). The depicted service employee in marketing communications: An empirical assessment of the impact of facial happiness. Journal of Retailing and Consumer Services, 38, 186–193. https://doi.org/10.1016/j.jretconser.2017.06.006 Search in Google Scholar

Soscia, I., Bagozzi, R. P., & Guenzi, P. (2018). Cognitive and affective determinants of salesforce performance: A two-wave study. Industrial Marketing Management, 75, 206–217. https://doi.org/10.1016/j.indmarman.2018.06.003 Search in Google Scholar

Thümler, N. (2021). Sales as a love affair: A salespeople’s perspective on flirting and physical attractiveness in B2B Sales. In Faculty of Economics, University of South Bohemia in České Budějovice (Chair), INPROFORUM 2021. Symposium conducted at the meeting of Jihočeská univerzita v Českých Budějovicích, Ekonomická fakulta., České Budějovice. http://ocs.ef.jcu.cz/index.php/inproforum/INP2021 Search in Google Scholar

Trautmann-Voigt, S., & Voigt, B. (2012). Grammatik der Körpersprache. Schattauer. Search in Google Scholar

Verbeke, W., & Bagozzi, R. P. (2000). Sales Call Anxiety: Exploring What it Means When Fear Rules a Sales Encounter. Journal of Marketing, 64(3), 88–101. https://doi.org/10.1509/jmkg.64.3.88.18032 Search in Google Scholar

Weisbuch, M., Slepian, M. L., Clarke, A., Ambady, N., & Veenstra-Vanderweele, J. (2010). Behavioral Stability Across Time and Situations: Nonverbal Versus Verbal Consistency. Journal of Nonverbal Behavior, 34(1), 43. https://doi.org/10.1007/s10919-009-0079-9 Search in Google Scholar

Weißhaar, I., & Huber, F. (2016). Empathic Relationships in Professional Services and the Moderating Role of Relationship Age. Psychology & Marketing, 33(7), 525. http://search.ebscohost.com/login.aspx?direct=true&db=edb&AN=115996313&lang=de&site=eds-live&scope=site Search in Google Scholar

Wiltermuth, S. S., Raj, M., & Wood, A. (2018). How perceived power influences the consequences of dominance expressions in negotiations. Organizational Behavior and Human Decision Processes, 146, 14–30. https://doi.org/10.1016/j.obhdp.2018.02.002 Search in Google Scholar