... to functional quality. © Emerald Group Publishing Limited 2011 Relationship marketing Customer services quality Interpersonal communications Service delivery Defined as any positive communication about a service firm's offerings, positive word‐of‐mouth (WOM) communication is considered...

... quality Interpersonal communications Greece Word of mouth (WOM) refers to verbal communications between the actual or potential consumer and other people, such as the product or service provider, independent experts, family and friends (Helm and Schlei, 1998). These communications may be either...

... leading. Leading can also be a good way to test how well you are creating rapport, as in the above situation. However, mirroring can be more than just speech. A real‐estate agent tells the following story: © MCB UP Limited 1997 Interpersonal communications Non‐verbal communication...