Identifying the Communication, Behaviors, and Interaction Patterns of Agency-Client Relationships in Development and Decline

Stephen D. Bruning · John A. Ledingham

20 citations0/0 files storedJournal of Promotion Management

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

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Public Relations and Crisis Communication Customer Service Quality and Loyalty Communication Studies and Media

Abstract

Leichty and Springston (1993) suggest that “if the relationship management metaphor is to be taken seriously, we need to develop a theory of how relationships between organizations and publics develop, change, and are maintained” (p. 334). The current investigation is a response to that challenge by suggesting a theoretical grounding, drawn from Knapp and Vangelisti's (1996) interaction stages research, for describing how agency-client relationships are initiated, developed, maintained, and deteriorate. The research was conducted with 25 account executives of a medium-sized mid-western public relations agency. The participants provided examples of communication, behaviors, and interaction patterns that are experienced when agencies and clients initiate, develop, maintain, deteriorate, and terminate relationships. A total of five phases of organization-public relationship development and five phases of organization-public relationship decline are reported. The paper concludes with a discussion of the role that relationship management should play in the study and practice of public relations.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 20 citations exist upstream.

References

2000Marketing management: analysis. planning. implementation and control 1967Effective Public Relations 1991Maintenance Strategies and Romantic Relationship Type, Gender and Relational Characteristics 1998Relationship management in public relations: dimensions of an organization-public relationship 2000Public Relations As Relationship Management 1983Interpersonal communication and human relationships 2013Manager's Guide to Excellence in Public Relations and Communication Management 2001Handbook of Public Relations

Cited by

2008Website Experience Analysis: A New Research Protocol for Studying Relationship Building on Corporate Websites 2009Cross-Cultural Public Relations: A Review of Existing Models With Suggestions for a Post-Industrial Public Relations Pyramid

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

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