Affect reflection technology in face-to-face service encounters
Name
609405378-MIT.pdf
Description
Full printable version
Size
9.68 MB
Format
Adobe PDF
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cde67587f03aee709b633bf60feb852b
Author(s)
Kim, Kyunghee, S.M. Massachusetts Institute of Technology
Advisor(s)
Rosalind W. Picard.
Date Issued
2009
Publisher
Massachusetts Institute of Technology
Abstract
This thesis 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=46) were more satisfied with the interaction when they perceived the service provider was empathetic. More significantly, the service provider and customer shared synchronized facial expressions with many prolonged smiles, when customers said the service provider was empathetic. We suggested three different criteria to investigate customer satisfaction as follows; according to what the service provider tried to convey, what the customer perceived and what was actually detected in their interactions. According to the analysis of the interactions, smiling bankers who shared smiles were evaluated as the best while smiling bankers who did not share smiles with customers were appraised similar to non-smiling bankers.
Description
Thesis (S.M.)--Massachusetts Institute of Technology, School of Architecture and Planning, Program in Media Arts and Sciences, 2009.
Cataloged from PDF version of thesis.
Includes bibliographical references (p. 87-91).
Subjects
Architecture. Program in Media Arts and Sciences.
MIT Department
Program in Media Arts and Sciences (Massachusetts Institute of Technology)
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