SStudyAcademic Library

Dashboard Shelves Open access My library Review

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Communication and the service encounter: the value of convergence · Study

ArticleShelves

ArticleCommunication and the service encounter: the value of convergence

Beverley Sparks1992

Article1992

Communication and the service encounter: the value of convergence

Beverley Sparks · Victor J. Callan

55 citations·0/0 files stored·International Journal of Hospitality Management

No readable copy stored yet — this record is metadata only.

Language, Communication, and Linguistic Studies Customer Service Quality and Loyalty Emotional Labor in Professions

Abstract

No abstract was published for this record.

Citations in this library

Stored only when both papers are in the corpus — 55 citations exist upstream.

References

1956The Presentation of Self in Everyday Life.1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1987Politeness : Some Universals in Language Usage 1987Developing Buyer-Seller Relationships 1989A Social Psychologist Discovers Chicago Sociology 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective

Cited by

2011Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons 2010The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction 1995The Hospitality Service Encounter: the Role of Communication 2012Understanding Male Hotel Spa-Goers in Hong Kong 1994Communicative Aspects of the Service Encounter 2012Investigating consumer embarrassment in service interactions 2015Customer responses to intercultural communication accommodation strategies in hospitality service encounters 2011The Role of Effective Service Provider Communication Style in the Formation of Restaurant Patrons' Perceived Relational Benefits and Loyalty

Details

Year1992

Typearticle

Published1992-08-01

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations55

Files0 public / 0

ShelfLanguage, Communication, and Linguistic Studies

Identifiers

doi10.1016/0278-4319(92)90019-r

openalex_workW1981883149

Links

Imported from OpenAlex (CC0) — nothing here is generated.