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Keywords: Hotel
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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
... and their customers at a help desk of a hotel conference department. Communication is believed to be influenced by the social activities that are pursued in a particular encounter. A stepwise method based on linguistic theory is developed to record, analyse and interpret transcriptions of verbal and non‐verbal...
