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ABSTRACT

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.