adaptation process and can help explain the difficulties of banks to adapt to their SME customers: the lack of communication and …

. However, managers are generally hesitant to outsource their communication management tasks to call centers which also service …

Advancements in information and communication technologies have created unprecedented opportunities to services …

the third‐party signal was compared with two other signals, word‐of‐mouth communication about a service brand and … significant two‐way ordinal interaction was found between word‐of‐mouth communication and third‐party evaluation. The boosting … effect of a favorable versus an unfavorable word‐of‐mouth communication was less in the presence of a favorable third …

Purpose – This study aims to examine the relationship between service providers' communication style and customer … included systematic sampling of consumers of professional services. Findings – Although a service provider's communication … nature. To enhance customer satisfaction, communication characterized by high affiliation is more important in high‐ than in …

companies can repair trust once a trust violation has occurred. Recent research in crisis communication management suggests that … type (intentional harm v. harm due to external cause) and communication response (apology v. denial) on consumer trust … harm v. external cause) × 2 (communication response: apology v. denial) between‐subjects design was employed. Alleged price …

Purpose Given the role of communication in relationship development and maintenance, the purpose of this study is to … examine the multidimensional nature of relationship communication and examine its association with customers’ cognitive and … modelling on survey data collected from users of retail banking services. Findings Results show that relationship communication …

for understanding the effectiveness of narrative as a leadership communication tool. Design/methodology/approach – The … implications for leaders seeking effective communication tools are explored. Findings – Data presented to substantiate that … effectiveness of narrative as opposed to a traditional PowerPoint style, bulleted list, as a leadership communication tool, the …