The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters
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: In the neutral condition the b...
| Main Authors: | , , , |
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| Other Authors: | |
| Format: | Article |
| Language: | en_US |
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Institute of Electrical and Electronics Engineers
2010
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| Online Access: | http://hdl.handle.net/1721.1/56007 https://orcid.org/0000-0002-1462-4573 https://orcid.org/0000-0002-5661-0022 |
| _version_ | 1826217451771133952 |
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| author | Picard, Rosalind W. Kim, Kyunghee Eckhardt, Micah Rye Bugg, Nandi G. |
| author2 | Massachusetts Institute of Technology. Department of Electrical Engineering and Computer Science |
| author_facet | Massachusetts Institute of Technology. Department of Electrical Engineering and Computer Science Picard, Rosalind W. Kim, Kyunghee Eckhardt, Micah Rye Bugg, Nandi G. |
| author_sort | Picard, Rosalind W. |
| collection | MIT |
| description | 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: In the neutral condition the banker tried to maintain a neutral facial expression; in the smiling condition the banker tried to smile throughout the interaction; in the empathetic condition the banker tried to respond with the same or complementary facial expressions. Results show that the customers (n = 37) were more satisfied with the service provider interaction when they perceived the service provider was empathetic. More significantly, the service provider and customer shared synchronized genuine facial expressions with many prolonged smiles, when customers said the service provider was empathetic. According to the analysis of the interactions, smiling bankers who did not share smiles with customers were appraised worse than non-smiling bankers. |
| first_indexed | 2024-09-23T17:03:52Z |
| format | Article |
| id | mit-1721.1/56007 |
| institution | Massachusetts Institute of Technology |
| language | en_US |
| last_indexed | 2024-09-23T17:03:52Z |
| publishDate | 2010 |
| publisher | Institute of Electrical and Electronics Engineers |
| record_format | dspace |
| spelling | mit-1721.1/560072022-09-29T23:25:24Z The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters Picard, Rosalind W. Kim, Kyunghee Eckhardt, Micah Rye Bugg, Nandi G. Massachusetts Institute of Technology. Department of Electrical Engineering and Computer Science Program in Media Arts and Sciences (Massachusetts Institute of Technology) Picard, Rosalind W. Picard, Rosalind W. Kim, Kyunghee Eckhardt, Micah Rye Bugg, Nandi G. 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: In the neutral condition the banker tried to maintain a neutral facial expression; in the smiling condition the banker tried to smile throughout the interaction; in the empathetic condition the banker tried to respond with the same or complementary facial expressions. Results show that the customers (n = 37) were more satisfied with the service provider interaction when they perceived the service provider was empathetic. More significantly, the service provider and customer shared synchronized genuine facial expressions with many prolonged smiles, when customers said the service provider was empathetic. According to the analysis of the interactions, smiling bankers who did not share smiles with customers were appraised worse than non-smiling bankers. 2010-06-30T19:19:10Z 2010-06-30T19:19:10Z 2009-08 Article http://purl.org/eprint/type/ConferencePaper 978-1-4244-5334-4 http://hdl.handle.net/1721.1/56007 Kim, Kyunghee et al. “The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters.” Computational Science and Engineering, 2009. CSE '09. International Conference on. 2009. 801-808. https://orcid.org/0000-0002-1462-4573 https://orcid.org/0000-0002-5661-0022 en_US http://dx.doi.org/10.1109/CSE.2009.415 International Conference on Computational Science and Engineering, 2009. CSE '09. Attribution-Noncommercial-Share Alike 3.0 Unported http://creativecommons.org/licenses/by-nc-sa/3.0/ application/pdf Institute of Electrical and Electronics Engineers Alex Khitrik [akhitrik@media.mit.edu] after request by Rosalyn Picard |
| spellingShingle | Picard, Rosalind W. Kim, Kyunghee Eckhardt, Micah Rye Bugg, Nandi G. The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters |
| title | The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters |
| title_full | The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters |
| title_fullStr | The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters |
| title_full_unstemmed | The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters |
| title_short | The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters |
| title_sort | benefits of synchronized genuine smiles in face to face service encounters |
| url | http://hdl.handle.net/1721.1/56007 https://orcid.org/0000-0002-1462-4573 https://orcid.org/0000-0002-5661-0022 |
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