Non-verbal evaluation of retail service encounters through consumers’ facial expressions
作者：
Highlights：
• New systems are able to detect consumers' emotions towards a certain retail setting.
• New systems would support employees to better understand consumers' shopping experience.
• Data refers to 28,481 pictures (42,140 faces) from the 19 biggest shopping centers in UK.
• Facial expression recognition systems would uncover consumers’ evaluation of retail service encounters.
• Consumers would accept the usage of facial expression recognition systems to automatically evaluate the retail service.
摘要
•New systems are able to detect consumers' emotions towards a certain retail setting.•New systems would support employees to better understand consumers' shopping experience.•Data refers to 28,481 pictures (42,140 faces) from the 19 biggest shopping centers in UK.•Facial expression recognition systems would uncover consumers’ evaluation of retail service encounters.•Consumers would accept the usage of facial expression recognition systems to automatically evaluate the retail service.
论文关键词：Emotional intelligence,Retail service encounters,Emotions,Emotional analytics,Machine learning,Facial expressions
论文评审过程：Received 23 November 2019, Revised 1 June 2020, Accepted 2 June 2020, Available online 7 June 2020, Version of Record 11 June 2020.
论文官网地址：https://doi.org/10.1016/j.chb.2020.106448
