Emotional Ability and Nonverbal Communication

ABSTRACT The authors review and extend the literature on emotional ability as it impacts nonverbal communication from the perspective of potential customers and depending on sales influence techniques. They discuss four dimensions of emotional ability and highlight emotional ability's impact on...

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Bibliographic Details
Published in:Psychology & marketing 2014-07, Vol.31 (7), p.526-538
Main Authors: Kidwell, Blair, Hasford, Jonathan
Format: Article
Language:English
Subjects:
Communication
Consumer behavior
Emotions
Impact analysis
Nonverbal communication
Studies
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Summary:ABSTRACT The authors review and extend the literature on emotional ability as it impacts nonverbal communication from the perspective of potential customers and depending on sales influence techniques. They discuss four dimensions of emotional ability and highlight emotional ability's impact on four aspects of face‐to‐face interactions—consumer characteristics, salesperson characteristics, the convergence of buyer/seller emotional abilities, and environmental characteristics. They suggest areas for future research to help consumers, marketers, and health care professionals better understand how emotional ability impacts nonverbal communication, and to enhance the quality of interactions.
ISSN:0742-6046
1520-6793
DOI:10.1002/mar.20714