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ABSTRACT
Nonverbal communication is the most expressive channel and is a major dimension of human communication. It includes all aspects of communication other than words. Although there are a number of definitions of nonverbal communication, in its broadest sense it is communication that transcends the bare elements of the written or spoken words. Though there are many classifications of nonverbal communication like kinesics (body's physical movements), Proxemics (personal space language), paralanguage (vocal behavior), Chronemics (time language), Haptics (touch communication), olfactics (smell), Gustics (taste), Environmental factors, this study focuses mainly on kinesic aspects of nonverbal communication.
Nonverbal communication has been the prime focus of research area in many fields like sociology, psychology and anthropology etc. But, despite the volume of research available in these disciplines, studies of nonverbal behavior in relation to marketing activity have been relatively few. Considering that personal interaction between purchaser and provider is central to most service encounters and that nonverbal communication will always take place where two individuals interact, recognition of this type of communication is critical in understanding the nature of high contact personal service...