This thesis examines the role of face-to-face interactions on individual choice. In particular, I explore the effect of face-to-face requests (compared to other forms of requests) on compliance. I propose that individuals expect facial feedback from their interactive partner in response to their decisions and behaviors in face-to-face interactions. In an effort to avoid anticipated negative feedback, people comply with the request. Drawing from literature on compliance, the face, face-to-face interactions, empathy, and anticipation, I develop and test this proposed theoretical account in five experiments. 1) Experiment 1 demonstrates the effect of face-to-face interactions on compliance with requests relative to other forms of making the requests and rules out some alternative explanations. 2) Experiment 2 replicates the effect in a real world setting, and shows that the effect can be moderated by sensitizing individuals to the face. 3) Experiment 3 shows that the effect can be moderated by facial expressiveness and sensitivity to face. Experiment 3 also shows that anticipation of feedback (rather than actual feedback) drives the effect. 4) Experiment 4 shows that the effect can be moderated by the expressiveness, timeliness, and consistency of facial feedback. It provides further evidence for the role of anticipated facial feedback. 5) Experiment 5 shows that individuals strategically choose different modes of interaction (i.e., face-to-face or impersonal) as a function of the feedback they expect to receive. Theoretically, this thesis provides a new understanding of how face-to-face interactions and facial expressiveness impact individual choice. In contrast to previous research, I examine the feedback mechanism that such interactions create, and the role of facial expressiveness. By providing an account in which the anticipation of feedback plays a role, this research provides a way of extending the effect of face-to-face interactions on individual compliance to faceless transactions. Moreover, I identify and test the effect of three dimensions of facial expressiveness on individual choice, thereby adding to marketing literature, compliance literature, and communication literature. The current research has managerial implications in personal selling, customer service, employee training, and online transactions.

This thesis examines the role of face-to-face interactions on individual choice. In particular, I explore the effect of face-to-face requests (compared to other forms of requests) on compliance. I propose that individuals expect facial feedback from their interactive partner in response to their decisions and behaviors in face-to-face interactions. In an effort to avoid anticipated negative feedback, people comply with the request. Drawing from literature on compliance, the face, face-to-face interactions, empathy, and anticipation, I develop and test this proposed theoretical account in five experiments. 1) Experiment 1 demonstrates the effect of face-to-face interactions on compliance with requests relative to other forms of making the requests and rules out some alternative explanations. 2) Experiment 2 replicates the effect in a real world setting, and shows that the effect can be moderated by sensitizing individuals to the face. 3) Experiment 3 shows that the effect can be moderated by facial expressiveness and sensitivity to face. Experiment 3 also shows that anticipation of feedback (rather than actual feedback) drives the effect. 4) Experiment 4 shows that the effect can be moderated by the expressiveness, timeliness, and consistency of facial feedback. It provides further evidence for the role of anticipated facial feedback. 5) Experiment 5 shows that individuals strategically choose different modes of interaction (i.e., face-to-face or impersonal) as a function of the feedback they expect to receive. Theoretically, this thesis provides a new understanding of how face-to-face interactions and facial expressiveness impact individual choice. In contrast to previous research, I examine the feedback mechanism that such interactions create, and the role of facial expressiveness. By providing an account in which the anticipation of feedback plays a role, this research provides a way of extending the effect of face-to-face interactions on individual compliance to faceless transactions. Moreover, I identify and test the effect of three dimensions of facial expressiveness on individual choice, thereby adding to marketing literature, compliance literature, and communication literature. The current research has managerial implications in personal selling, customer service, employee training, and online transactions.

As novas demandas de públicos solicitam relacionamentos contíguos com gestores, dirigentes e representantes formais das organizações nas relações entre elas e as comunidades participantes de sua rede de relacionamentos. A pesquisa conduzida neste estudo projeta indicativos sobre modos e usos da oralidade na comunicação com empregados e delineia um elenco de posturas verificadas entre gestores que adotam a oralidade como estratégia relacional com suas equipes. Busca identificar e dimensionar o emprego de postulados da oralidade para compreender em que grau lhes pode ser conferido um caráter estratégico quando se trata de atingir resultados e agilizar processos de comunicação com público interno. O corpus empírico foi constituído no ambiente da comunicação interna de uma empresa pública, Embrapa Soja, na unidade localizada em Londrina-PR, uma das 47 unidades de pesquisa da estatal Empresa Brasileira de Pesquisa Agropecuária - Embrapa. Uma pluralidade de métodos foi adotada como estratégia de pesquisa e orientou os procedimentos de coleta e análise de dados que também foram extraídos e tratados de modo fenomenológico, qualitativo e quantitativo. Quatro eixos temáticos foram estabelecidos com base na fundamentação desse método: comunicação interna, comunicação oral, uso do diálogo e comunicação face a face. A oralidade revelou-se marcante na prática de trabalho dos sujeitos entrevistados, está absorvida em todas as formas de comunicação interna e promove integração entre funcionários e administração. Pelos fortes indicativos de sua influência nos resultados do grupo e seu impacto positivo no relacionamento com o público externo, pode-se afirmar a presença desse componente na cultura organizacional e seu alto teor de contribuição como elemento de gestão estratégica. / New demands on publics require closer relationships with managers, directors and formal representatives of organizations to their connection between themselves and the communities participating in their networking. The research conducted in this study raised indications as to how oral speech is used in the communication with employees and reveals the conducts verified among administrators who adopt oral speech as relational strategy when dealing with their teams. It aims to identify and evaluate the utilization of oral speech postulates in order to understand the degree to which they can be strategically considered when it comes to achieving results and speeding communication processes with the internal public. Data were gathered in the internal communication environment of a public enterprise, the Embrapa Soja, in its unit located in Londrina-PR, one of the 47 research units of the state owned Empresa Brasileira de Pesquisa Agropecuária - Embrapa. Miscellaneous procedures were used in the research orientation, with data collection and analysis being treated through phenomenological principles, both qualitatively and quantitatively. Four thematic axes were established within the selected method: internal communication, oral communication, use of dialogue, and face-to-face communication. Oral speech showed prominent in the work practices of the interviewees, it is absorbed in all internal communication actions and fosters integration among employees and administration. Through the strong evidence of its participation in group results and its positive impact on the relationship with external publics, the firm presence of this component in the organizational culture can be stated as well as the high contribution it can provide as element of strategic management.

As novas demandas de públicos solicitam relacionamentos contíguos com gestores, dirigentes e representantes formais das organizações nas relações entre elas e as comunidades participantes de sua rede de relacionamentos. A pesquisa conduzida neste estudo projeta indicativos sobre modos e usos da oralidade na comunicação com empregados e delineia um elenco de posturas verificadas entre gestores que adotam a oralidade como estratégia relacional com suas equipes. Busca identificar e dimensionar o emprego de postulados da oralidade para compreender em que grau lhes pode ser conferido um caráter estratégico quando se trata de atingir resultados e agilizar processos de comunicação com público interno. O corpus empírico foi constituído no ambiente da comunicação interna de uma empresa pública, Embrapa Soja, na unidade localizada em Londrina-PR, uma das 47 unidades de pesquisa da estatal Empresa Brasileira de Pesquisa Agropecuária - Embrapa. Uma pluralidade de métodos foi adotada como estratégia de pesquisa e orientou os procedimentos de coleta e análise de dados que também foram extraídos e tratados de modo fenomenológico, qualitativo e quantitativo. Quatro eixos temáticos foram estabelecidos com base na fundamentação desse método: comunicação interna, comunicação oral, uso do diálogo e comunicação face a face. A oralidade revelou-se marcante na prática de trabalho dos sujeitos entrevistados, está absorvida em todas as formas de comunicação interna e promove integração entre funcionários e administração. Pelos fortes indicativos de sua influência nos resultados do grupo e seu impacto positivo no relacionamento com o público externo, pode-se afirmar a presença desse componente na cultura organizacional e seu alto teor de contribuição como elemento de gestão estratégica. / New demands on publics require closer relationships with managers, directors and formal representatives of organizations to their connection between themselves and the communities participating in their networking. The research conducted in this study raised indications as to how oral speech is used in the communication with employees and reveals the conducts verified among administrators who adopt oral speech as relational strategy when dealing with their teams. It aims to identify and evaluate the utilization of oral speech postulates in order to understand the degree to which they can be strategically considered when it comes to achieving results and speeding communication processes with the internal public. Data were gathered in the internal communication environment of a public enterprise, the Embrapa Soja, in its unit located in Londrina-PR, one of the 47 research units of the state owned Empresa Brasileira de Pesquisa Agropecuária - Embrapa. Miscellaneous procedures were used in the research orientation, with data collection and analysis being treated through phenomenological principles, both qualitatively and quantitatively. Four thematic axes were established within the selected method: internal communication, oral communication, use of dialogue, and face-to-face communication. Oral speech showed prominent in the work practices of the interviewees, it is absorbed in all internal communication actions and fosters integration among employees and administration. Through the strong evidence of its participation in group results and its positive impact on the relationship with external publics, the firm presence of this component in the organizational culture can be stated as well as the high contribution it can provide as element of strategic management.

Dans les institutions muséales dévolues à la communication scientifique publique, la médiation dite « présentielle », plaçant en coprésence des objets, un public et un médiateur dans un environnement dédié, reste méconnue. Du point de vue des SIC, l’analyse de situations concrètes permet de dépasser le seul cadre d’une transmission d’informations, pour s’interroger sur l’importance des formes du tiers dans le contexte de construction du sens. La communication présentielle est éphémère et repose sur les paroles et les gestes d’un tiers incarné. Elle offre une plus grande potentialité d’échanges dans la situation, à la différence d’autres médias, comme l’exposition. L’objectif de cette recherche est d’interroger la place de ces spécificités dans les dispositifs de médiation du Pavillon des sciences, un Centre de Culture Scientifique, Technique et Industrielle. Menée en immersion et à partir de méthodes qualitatives (observations, entretiens), elle a permis d’observer le déroulement de situations de médiation, d’adopter le point de vue du public et celui des animateurs. Les animateurs scientifiques proposent au public des formes d’accès aux savoirs scientifiques basées sur l’articulation d’un propos et d’une mise en scène de l’approche expérimentale. Ces résultats permettent de mettre au jour une forme de communication sui generis, hybride entre médiation muséale et animation, et mettant à disposition une diversité de signifiants. / In science museums and science centers, "presential" mediation positioning a mediator and the public in the co-presence of objects within a dedicated environment, remains relatively unknown. From a Communication Science perspective, analyzing actual situations transcends the simple provision of information, and focuses on the significance of third party forms within the construction of meaning. Presential communication is transient and centered on the words and gestures of an embodied third party. It provides a greater potential for interactions around practical situations, unlike other media (i.e. an exhibition). The purpose of this research is to question the rightful place of these specificities within mediation processes in the Pavillon des Sciences, a french science center. Using qualitative methods and an immersive approach (observations, interviews), this research has enabled the analysis of mediation situations and adopted the viewpoint of both the explainers and the public. Scientific mediators propose different forms of access to scientific knowledge to the public, based on the exploration of a theme and presentation of an experimental approach. These results renew a hybrid form of sui generis communication, between museal interpretation and sociocultural activities, through the presentation of a variety of signifiers.