Skip to Main Content

BA 212 Customer Service Essentials: Week 5 - Nonverbal Communication Skills

Quick Links

Bellevue University Library
BUILD IT
An online guide to the Bellevue University Library and all its resources and services
Copyright Center
Cyberactive Online Classroom
Interlibrary Loan
Library Databases
Library Hours/Contacts
Personal Librarian Program
A member of the reference team will work with you one-on-one throughout your academic career to answer your questions about the research process.

more... less...

Previously called the Research Assistance Program
Writing Center
Zoom for Reference
Need help? Sign up for a 60-minute Zoom session with the Library Reference Team. Sessions are offered Monday through Friday 9-6 PM.

Articles

Frontline problem-solving effectiveness: A dynamic analysis of verbal and nonverbal cues by Marinova, D.; Singh, S.K.; Singh, J.
Journal of marketing research, (2018), 55 (2), 178-192
Available through EBSCOhost
The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter by Lin, C.; Lin, J.C.
International journal of service industry management, (2017), 28 (1), 107-132
Available through ProQuest
Should I touch the customer? Rethinking interpersonal touch effects from the perspective of the touch initiator by Luangrath, A.W.; Peck, J.; Gustafsson, A.; Kirmani, A.; Block, L.
The Journal of consumer research, (2020), 47 (4), 588-607
Available through EBSCOhost
Training service staff to enhance non-verbal behavioral skills to increase customer profitability in tourism by Tusell-Rey, C.C.; Rey-Benguría, C.F.; Tejeida-Padilla, R.; Villuendas-Rey, Y.
Tourism and hospitality, (2021), 2 (2), 233-247
Available through ProQuest

LibGuide Curator

Email Me

Need help? Ask a Librarian!