Frontline Problem-Solving Interactions: A Dynamic Analysis of Verbal and Nonverbal Cues

Marinova, Detelina, Sunil Singh and Jagdip Singh (2018), “Frontline Problem-Solving Interactions: A Dynamic Analysis of Verbal and Nonverbal Cues,” Journal of Marketing Research, 55 (April), 178-192.  https://doi.org/10.1509/jmr.15.024