The effect of small talk in service encounters on relationship quality.

• 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: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/43665
• Institution: Nanyang Technological University

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...