... a Confucian culture, on the other hand, are more likely to mask or to tone down the emotions they experience as a result of the service failure. © Emerald Group Publishing Limited 2014 Culture Complaints Services marketing Non-verbal communication Emotional expression Facial display...

...Mark Gabbott; Gillian Hogg Considers the role of non‐verbal communication in consumers’ evaluation of service encounters. Non‐verbal communication has been extensively studied in the psychology and psychotherapy disciplines and has been shown to have a central effect on participants’ perceptions...