The effect of small talk in service encounters on relationship quality.
This study examines the effect of small talk on the elements of relationship quality, which are namely trust, value, commitment, friendliness and understanding. Through a survey, we measured 157 Singaporean undergraduates on their perceptions of these variables with respect to different scenarios of...
Saved in:
Main Authors: | Lim, Jerome Joshua Kai Kinn., Sim, Bernard Tiao Heong., Yip, Kelvin Siong Whai. |
---|---|
Other Authors: | Nanyang Business School |
Format: | Final Year Project |
Language: | English |
Published: |
2011
|
Subjects: | |
Online Access: | http://hdl.handle.net/10356/43665 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Institution: | Nanyang Technological University |
Language: | English |
Similar Items
-
Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences
by: Noone, B.M., et al.
Published: (2013) -
Service industry customer satisfaction index in Singapore.
by: Lim, Chye Hong., et al.
Published: (2008) -
The impact of service marketing mix on customer satisfaction and loyalty in the casual dining industry.
by: Chen, Zonghao., et al.
Published: (2009) -
Analysing guests' perceptions of full service, upscale downtown hotels : a multi-attribute approach.
by: Wong, Kai Yew.
Published: (2009) -
The role and influence of service quality on the business of provision stores.
by: Lui Woon Kuan, Sim Hui Ling, Yeo Siew Bee
Published: (2014)