IDEAS home Printed from https://ideas.repec.org/a/kap/mktlet/v30y2019i1d10.1007_s11002-019-09483-x.html
   My bibliography  Save this article

A wearable sales assistant: capturing dynamic nonverbal communication behaviors using sensor technology

Author

Listed:
  • Sandra Pauser

    (University of Vienna)

  • Udo Wagner

    (University of Vienna)

Abstract

Sales research has focused on enhancing selling effectiveness and performance, which largely depends on the abilities and capabilities of the sales force. Interpersonal skills consisting of verbal and nonverbal communication have been identified as a main predictor of sales performance. However, sales researchers face the difficulty of measuring and tracking nonverbal behaviors, since these messages are perceived and processed mainly unconsciously. This field study applies a novel data-collection method in sales research to automatically track nonverbal communication behaviors (i.e., kinesics, paralanguage, and proxemics) of both, the salesperson and the customer, through wearable electronic devices, sociometric badges. The findings indicate positive effects of dynamic (versus restricted/static) nonverbal cues on a salesperson’s charismatic appearance, which, in turn, yields favorable customer responses and sales performance.

Suggested Citation

  • Sandra Pauser & Udo Wagner, 2019. "A wearable sales assistant: capturing dynamic nonverbal communication behaviors using sensor technology," Marketing Letters, Springer, vol. 30(1), pages 13-25, March.
    • Handle: RePEc:kap:mktlet:v:30:y:2019:i:1:d:10.1007_s11002-019-09483-x
    DOI: 10.1007/s11002-019-09483-x
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11002-019-09483-x
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11002-019-09483-x?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Alex (Sandy) Pentland, 2008. "Honest Signals: How They Shape Our World," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262162563, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mele, Cristina & Tuominen, Tiina & Edvardsson, Bo & Reynoso, Javier, 2023. "Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics," Journal of Business Research, Elsevier, vol. 159(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prashant Das & Alan Ziobrowski, 2015. "The Relationship between Indian Realty Stocks and Online Searches," Journal of Emerging Market Finance, Institute for Financial Management and Research, vol. 14(1), pages 1-19, April.
    2. Monti, Marco & Pelligra, Vittorio & Martignon, Laura & Berg, Nathan, 2014. "Retail investors and financial advisors: New evidence on trust and advice taking heuristics," Journal of Business Research, Elsevier, vol. 67(8), pages 1749-1757.
    3. Erkin Altuntas & Peter A. Gloor & Pascal Budner, 2022. "Measuring Ethical Values with AI for Better Teamwork," Future Internet, MDPI, vol. 14(5), pages 1-28, April.
    4. Darcy W. E. Allen & Jason Potts & Julian Waters-Lynch & Max Parasol, 2024. "Costly Signalling in DAOs," Papers 2406.18457, arXiv.org.
    5. Gloor, Peter & Fronzetti Colladon, Andrea & Giacomelli, Gianni & Saran, Tejasvita & Grippa, Francesca, 2017. "The impact of virtual mirroring on customer satisfaction," Journal of Business Research, Elsevier, vol. 75(C), pages 67-76.
    6. C. E. Jager, 2017. "A Question of Trust: the Pursuit of Consumer Trust in the Financial Sector by Means of EU Legislation," Journal of Consumer Policy, Springer, vol. 40(1), pages 25-49, March.
    7. Strauss, Hubert & Samkharadze, Besik, 2011. "ICT capital and productivity growth," EIB Papers 6/2011, European Investment Bank, Economics Department.
    8. Anna Kacprzak & Aneta Chrzaszcz, 2023. "Communication in Multigenerational Project Teams During the Covid-19 Pandemic: The Perspective of Team Members," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 3-22.
    9. Balachandra, Lakshmi & Fischer, Katrin & Brush, Candida, 2021. "Do (women’s) words matter? The influence of gendered language in entrepreneurial pitching," Journal of Business Venturing Insights, Elsevier, vol. 15(C).
    10. Brynjolfsson, Erik, 2011. "ICT, innovation and the e-economy," EIB Papers 8/2011, European Investment Bank, Economics Department.
    11. Arpan Kumar Kar & Sunil Kumar & P. Vigneswara Ilavarasan, 2021. "Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 22(4), pages 267-288, December.
    12. Hätönen, Jussi, 2011. "The economic impact of fixed and mobile high-speed networks," EIB Papers 7/2011, European Investment Bank, Economics Department.
    13. Hendrik Vollmer, 2013. "What kind of game is everyday interaction?," Rationality and Society, , vol. 25(3), pages 370-404, August.
    14. Carlos M. Fernández‐Márquez & Francisco J. Vázquez, 2018. "How information and communication technology affects decision‐making on innovation diffusion: An agent‐based modelling approach," Intelligent Systems in Accounting, Finance and Management, John Wiley & Sons, Ltd., vol. 25(3), pages 124-133, July.
    15. Stefanini, Alessandro & Aloini, Davide & Gloor, Peter & Pochiero, Federica, 2021. "Patient satisfaction in emergency department: Unveiling complex interactions by wearable sensors," Journal of Business Research, Elsevier, vol. 129(C), pages 600-611.
    16. Kai Fischbach & Peter A. Gloor & Detlef Schoder, 2009. "Analysis of Informal Communication Networks – A Case Study," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 1(2), pages 140-149, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:mktlet:v:30:y:2019:i:1:d:10.1007_s11002-019-09483-x. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.