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Communicative Aspects of the Service Encounter
15 references·9 citing·50 second hop
Communicative Aspects of the Service Encounter (1994)Communicative Aspects of the Service Enco…Communication and the service encounter: the value of convergence (1992)Communication and the service…Service encounters and service relationships: Implications for research (1990)Service encounters and servic…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…Accommodating the elderly: Invoking and extending a theory (1988)Accommodating the elderly: In…Speech Accommodation Theory: The First Decade and Beyond (1987)Speech Accommodation Theory: …Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …New Tools for Achieving Service Quality (1984)New Tools for Achieving Servi…The Influence of Speech Rate Stereotypes and Rate Similarity or Listeners' Evaluations of Speakers (1983)The Influence of Speech Rate …Speed of speech and persuasion. (1976)Speed of speech and persuasio…Effects of Speech Rate on Personality Perception (1975)Effects of Speech Rate on Per…The voice of confidence: Paralinguistic cues and audience evaluation (1973)The voice of confidence: Para…Sex‐Role Stereotypes: A Current Appraisal1 (1972)Sex‐Role Stereotypes: A Curre…Effects of service encounter barriers on situational abnormality and consumers' behavioral intentions at food and beverage restaurants (2020)Effects of service encounter …Vocal Accommodation and Mimicry (2019)Vocal Accommodation and Mimic…Customer responses to intercultural communication accommodation strategies in hospitality service encounters (2015)Customer responses to intercu…THE IMPACT OF INTERACTIVITY FEATURES IN ENHANCING ONLINE COMMUNICATION SATISFACTION (2012)THE IMPACT OF INTERACTIVITY F…Social regard: a link between waiting for service and service outcomes (2005)Social regard: a link between…Development of a Job Satisfaction Factor Model for the Lodging Industry (2002)Development of a Job Satisfac…Customer Reactions to Staff Empowerment: Mediators and Moderators (2000)Customer Reactions to Staff E…A Factor-Analytic Study of Communication Satisfaction in the Lodging Industry (1999)A Factor-Analytic Study of Co…A market‐driven approach to business development and service improvement in the hospitality industry (1997)A market‐driven approach to b…The Presentation of Self in Everyday Life. 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(1975)Foundations in Sociolinguistics: An Ethnographic Approach (1976)Discourse Strategies (1982)Dominance and accommodation in the conversational behaviours of same- and mixed-gender dyads (1988)Toward a Theory of Communicative Interactions in Culturally Diverse Workgroups (1996)Computational linguistics (2015)Classifying Services to Gain Strategic Marketing Insights (1983)Consumers' Use of Persuasion Knowledge: The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent (2000)Customer-Employee Rapport in Service Relationships (2000)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1972Sex‐Role Stereotypes: A Current Appraisal11,857 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 1990Service encounters and service relationships: Implications for research930 cited
  • 1988Accommodating the elderly: Invoking and extending a theory535 cited
  • 1987Speech Accommodation Theory: The First Decade and Beyond399 cited
  • 1976Speed of speech and persuasion.297 cited
  • 1975Effects of Speech Rate on Personality Perception208 cited
  • 1973The voice of confidence: Paralinguistic cues and audience evaluation199 cited
  • 1984New Tools for Achieving Service Quality127 cited
  • 1983The Influence of Speech Rate Stereotypes and Rate Similarity or Listeners' Evaluations of Speakers101 cited
  • 1992Communication and the service encounter: the value of convergence

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55 cited

Cited by

  • 2015Customer responses to intercultural communication accommodation strategies in hospitality service encounters52 cited
  • 1999A Factor-Analytic Study of Communication Satisfaction in the Lodging Industry45 cited
  • 2005Social regard: a link between waiting for service and service outcomes40 cited
  • 2019Vocal Accommodation and Mimicry36 cited
  • 1997A market‐driven approach to business development and service improvement in the hospitality industry26 cited
  • 2000Customer Reactions to Staff Empowerment: Mediators and Moderators25 cited
  • 2002Development of a Job Satisfaction Factor Model for the Lodging Industry21 cited
  • 2020Effects of service encounter barriers on situational abnormality and consumers' behavioral intentions at food and beverage restaurants18 cited
  • 2012THE IMPACT OF INTERACTIVITY FEATURES IN ENHANCING ONLINE COMMUNICATION SATISFACTION7 cited