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Emotional Ability and Nonverbal Communication
Author(s) -
Kidwell Blair,
Hasford Jonathan
Publication year - 2014
Publication title -
psychology and marketing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.035
H-Index - 116
eISSN - 1520-6793
pISSN - 0742-6046
DOI - 10.1002/mar.20714
Subject(s) - nonverbal communication , psychology , perspective (graphical) , face (sociological concept) , regulatory focus theory , quality (philosophy) , convergence (economics) , social psychology , cognitive psychology , developmental psychology , computer science , social science , philosophy , epistemology , artificial intelligence , sociology , creativity , economics , economic growth
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.