ABSTRACT
A social interaction perspective is presented in order to conceptualise the processes of service provision and representation and the ‘consumer’ evaluations thereof. The role of kinesic behaviour is then explored and an experiment demonstrating these effects on service representation evaluation is reported. High levels of gaze and body movement are found to influence ‘consumers’ to act as proposed as well as to evaluate the presenter of the proposal more highly. In addition, kinesic treatments appear to result in better evaluations of the service which is the subject of the proposal. Recommendations for kinesic training and recruitment criteria are presented.
