Courtesy and Friendliness: Conflicting Goals for the Service Providers

Abstract

Suggests that an understanding of the difference between friendliness and courtesy can help providers to meet customer expectations and improve perceptions of service quality in a variety of service situations. Focuses on the issue of first‐name usage as a gesture of friendliness which is open to misinterpretation. Notes that this aspect of friendliness has been much debated in the popular press and has been identified as part of consumer service by some service organizations. Concludes that consumers express strong preferences for the level of friendliness they want from any type of service encounter, and that expectations will vary from one service to another and also from one customer to another.

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