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- W2083760870 abstract "Communication in the service encounter is an important determinant of asmooth and effective interaction between hotel service staff and customers. Thisstudy investigated 579 hotel service providers and 326 customers to provideempirical data on roles of service providers, topics of conversation, perceivedcontrol, forms of address, and gender differences. Factor analysis and MANOVAwere performed to identify dimensionality and compare service providers andcustomers. The results demonstrated communication comprises two roles within theservice encounter: task and process. Further, conversation within the serviceencounter was found to comprise role related, personal, and small talk topics.Significant effects were found for service providers and customers on most itemswith service providers consistently rating items more highly than customers. Inaddition, sex of subject was significant with females rating the items more highly thantheir male counterparts. The study assists in understanding the dynamics of theservice encounter, especially the communicative role. A general message to emergefrom the study is that customers want efficient service delivered with a minimum offuss." @default.
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- W2083760870 date "1995-02-01" @default.
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- W2083760870 title "The Hospitality Service Encounter: the Role of Communication" @default.
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- W2083760870 doi "https://doi.org/10.1177/109634809501900205" @default.
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