Interaction in Travel Consultation between a Shop Clerk and a Customer: Analyses of Estimation of Internal States and Nonverbal Behaviors from the Difference in Shop Clerk's Skill

Hidehito HONDA  Tetsuya MATSUI  Yoshimasa OHMOTO  Kazuhiro UEDA  

D - Abstracts of IEICE TRANSACTIONS on Information and Systems (Japanese Edition)   Vol.J101-D   No.2   pp.275-283
Publication Date: 2018/02/01
Online ISSN: 1881-0225
Type of Manuscript: Special Section PAPER (Special Section on Human Communication)
interaction between two people,  nonverbal behaviors,  interaction in a natural environment,  comparison between experts and non-experts,  

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We conducted an experiment about travel consultation and examined the process of interaction between a shop clerk and a customer. In particular, we examined the difference in interaction in terms of difference in skills among shop clerks. We found that shop clerks with high skill successfully estimated mental state of customers. It was also found that customers' nonverbal behavior, “leaning forward,” was more correlated with their mental states when they consulted with shop clerks with high skill. These results suggested that shop clerks with high skill successfully estimated customer's mental states based on the learning forward behavior, and effectively had a customer show the leaning forward behavior.