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Keywords: Face‐to‐face communications
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Journal Articles
Communication dynamics in the service encounter: A linguistic study in a hotel conference department
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (1998) 9 (5): 416–435.
Published: 01 December 1998
...Jan Mattsson; Marten J. den Haring The importance of service encounters for the purpose of creating and maintaining good customer relationships is widely recognised. This study focuses on the quality of face‐to‐face communication during service encounters between service providers...
