The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters

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Picard, Rosalind W.; Kim, Kyunghee; Eckhardt, Micah Rye; Bugg, Nandi G.;
(2009)

This paper examines the role of facial expressions in dyadic interactions between a banking service provider and customer. We conduct experiments in which service providers manipulate their facial expressions while interacting with customers in one of three conditions: ... View more
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