Communicative Aspects of the Service Encounter

Abstract

Ninety-six subjects listened to audio tapes of hotel reservationists taking a telephone inquiry using different communication styles and different levels of role competence. Results showed a convergent style of communication was rated more highly, especially at lower levels of role competency. Sex of subject also influenced the ratings of the reservationists, with female subjects generally giving higher ratings than male subjects. Although product knowledge is important, more attention should be paid to training service providers in how to communicate that knowledge.

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