... of effective interpersonal communications to managing client relationship have never been greater. Further, this paper updates developments in this area, and importantly, offers directions for future research. Design/methodology/approach This paper reflects on the motivation and rationale of the original...

... Interpersonal communications Individual perception An executive summary for managers and executive readers can be found at the end of this article. The importance of customer‐to‐customer interactions in service settings was first raised by Martin and Pranter (1989) , who suggest that positive...

... and Beltramini, 1989). The exploratory research described next provides additional insight into WOM’s content and the human motivations and situational circumstances that stimulate WOM. © MCB UP Limited 1999 Communications Consumer behaviour Customer satisfaction Interpersonal communications...

... behaviour Customer satisfaction Interpersonal communications Service Likelihood of success. Likelihood of success refers to consumers′ perceptions of the seller′s willingness to offer a refund or an exchange (or other remedy) when a problem occurs (Richins, 1983 ; Singh, 1990). Some...

... which would appear to stimulate OOP2, the opportunity for OOP2 exists in terms of the number of “other customers” always in the system. Consumer behaviour Interpersonal communications Marketing Retailing Service United Kingdom There is clear recognition in the services marketing...

..., including interpersonal communications among a variety of stakeholder groups. Highlights the case of the hospitality industry, but makes suggestions of use to all service businesses. © MCB UP Limited 1989 Communications Hospitality industry Information Interpersonal communications Service...