scholarly journals The Role of Interpersonal Communication in the Development of Client Trust and Closeness in a SME Professional Services Context

2004 ◽  
Vol 12 (1) ◽  
pp. 45-56 ◽  
Author(s):  
Les Kirchmajer ◽  
Paul Patterson
Keyword(s):  
Interpersonal Communication ◽  
Professional Services

Retrospective: tracking the impact of communications effectiveness on client satisfaction, trust and loyalty in professional services

2016 ◽  
Vol 30 (5) ◽  
pp. 485-489 ◽  
Author(s):  
Paul Patterson
Keyword(s):  
Interpersonal Communication ◽  
Services Marketing ◽  
Professional Services ◽  
Pivotal Role ◽  
Professional Service ◽  
Future Research ◽  
Content Type ◽  
Interpersonal Communications ◽  
The Impact

Purpose The purpose of this paper is to reflect on the motivation for the 1999 paper “The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services”. In doing so, it is argued that today, the importance and relevance of effective interpersonal communications to managing client relationship have never been greater. Further, this paper updates developments in this area, and importantly, offers directions for future research. Design/methodology/approach This paper reflects on the motivation and rationale of the original paper and brings to bear relevant developments in the services marketing literature in the past 15-20 years. Findings As the professional services sector continues to grow in all economies, the credence properties and asymmetrical nature of information flow between provider and client means that the pivotal role of effective interpersonal communications in developing and nurturing client relations continues to grow in importance. Subsequent research has examined communications style; the impact of communications in a business-to-business professional services context and linked it to client psychological comfort, co-production and value co-creation, client engagement, client experience management and empowerment. Practical implications For professional service practitioners, the findings serve as a reminder that clients, especially first-time clients, have difficulty in evaluating the outcome quality and value-for-fee paid even after purchase and consumption of the service. Hence, it serves as a reminder that interpersonal communication has a pivotal role to play in influencing client perceptions of both outcome (“what” was produced) and process quality (“how” it was produced), that is their total experience. Originality/value The original paper was cited numerous times and generated broader thinking on the role of effective interpersonal communications in a number of areas of services marketing.

ЗНАЧЕННЯ ЕМОЦІЙНОЇ КОМПЕТЕНТНОСТІ ОСОБИСТОСТІ У ДИСКУРСІ ЖИТТЄТВОРЕННЯ

1970 ◽  
Vol 7 (1) ◽  
pp. 198-207
Author(s):  
Євген Карпенко
Keyword(s):  
Interpersonal Communication ◽  
Emotional Competence ◽  
World View ◽  
Personal Life ◽  
Personal Choice ◽  
Communicative Skills ◽  
Significant Life ◽  
Basic Features ◽  
Correct Implementation

У статті проаналізовано місце феномену емоційної компетентності в становленні дискурсу життєтворення особистості. Відзначено, що її засадничими ознаками є відкритість і діалогічність, що фасилітують процеси життєтворчості в інтра- та інтерпсихічному просторі та сприяють здобуттю певних експірієнтальних «знань» і формуванню відповідних комунікативних «умінь». Отже, емоційна компетентність виконує функцію орієнтації в знаково-символічній реальності внутрішнього та зовнішнього середовища і, відповідно, бере участь у прийнятті рішень стосовно них. Це сприяє реалізації функції особистісного вибору у значущих обставинах життя. Вважається, що цей вибір повинен ґрунтуватися на домінуючій екзистенційній ідентичності та релевантно реалізовуватися на всіх її рівнях: базовому, характерологічному, ситуативному. В цьому контексті емоційна компетентність виступає в якості з’єднувальної ланки між ідентичністю та її зовнішньою поведінковою маніфестацією, в якій вона, власне, й проявляється. Інтегруючи первинні емоції, емоційна компетентність сприяє формуванню системи цінностей, мотивів і світоглядних орієнтацій особистості, а також сприяє їх коректному втіленню в практиці міжособистісного спілкування і, відповідно, конструювання дискурсу власного життя. У цьому полягає ключова роль емоційної компетентності в процесі життєтворення особистості. The article analyzes the role of emotional competence in establishing the discourse of personal life creation. It has been stated that its basic features are openness and readiness to dialog that facilitate life creation processes in the intra- and interpsychic space and promote acquirement of certain experiential "knowledge" as well as formation of relevant communicative "skills". So, emotional competence has a function of orienting in sign and symbol reality of the internal and external environment and, therefore, takes part in decision-making in respect thereof. This enables realization of the function of personal choice in significant life circumstances.  This choice is considered to be based on dominant existential identity and realized in the relevant manner at all its levels: basic, characterological, situational. In this sense emotional competence forms a link between identity and its outer behavioral manifestation.  While integrating primary emotions emotional competence facilitates formation of a system of values, motives and world view of personality as well as their correct implementation in the course of interpersonal communication and personal life discourse construction. This embodies the key role of emotional competence in the process of life creation of personality.

The Role of Interpersonal Communication in Students’ Self-control to Avoid Substance Abuse

2020 ◽  
Vol 5 (2) ◽  
pp. 84-94
Author(s):  
Ade Tuti Turistiati ◽  
Baby Poernomo
Keyword(s):  
High School Students ◽  
Drug Abuse ◽  
Interpersonal Communication ◽  
Junior High School ◽  
Phenomenological Approach ◽  
Structured Interview ◽  
Self Control ◽  
School Students ◽  
Qualitative Research Design

This study aims at answering the questions what causes many junior high school students fall into drug abuse, and what kind of treatment  must be done so that students have self-control and are not subject to drug abuse. This study employed a phenomenological approach of a qualitative research design.  In this study a semi-structured interview is used to understand how participants experienced the phenomenon. The research revealed that the interpersonal communication has a major role in students' self-control so as not to fall into drug abuse. This study contributes significantly to educational field particularly teachers in secondary schools so that it can be used as a reference to provide counseling to parents about the importance of interpersonal communication to build students’ self-control to prevent teens from falling into drug abuse.

Evoking Issues of Race and Ethnicity in Research on Physiology and Interpersonal Communication

2020 ◽  
pp. 260-287
Author(s):  
Shardé M. Davis
Keyword(s):  
Interpersonal Communication ◽  
Race And Ethnicity ◽  
Communication Research ◽  
Interpersonal Interactions ◽  
The Past ◽  
Race Ethnicity ◽  
Diverse Groups ◽  
Future Work ◽  
Area Of Study

Investigating the role of physiology in communication research is a burgeoning area of study that has gained considerable attention by relational scholars in the past decade. Unfortunately, very few published studies on this topic have evoked important questions about the role of race and ethnicity. Exploring issues of ethnicity and race provides a more holistic and inclusive view of interpersonal communication across diverse groups and communities. This chapter addresses the gap in literature by considering the ways in which race and ethnicity matter in work on physiology and interpersonal interactions. More specifically, this chapter will first discuss the conceptual underpinnings of race, ethnicity, and other relevant concepts and then review extant research within and beyond the field of communication on race, ethnicity, interpersonal interactions, and physiology. These discussions set the foundation for this chapter to propose new lines of research that pointedly connect these four concepts and advance key principles that scholars should consider in future work.

scholarly journals The Role of Technological Business Incubators in Supporting and Developing Marketing Capabilities for Entrepreneurship Business and Small Projects in Jordan

2017 ◽  
Vol 10 (2) ◽  
pp. 82 ◽  
Author(s):  
Mohammad Mansour Abu-Jalil
Keyword(s):  
Financial Services ◽  
Small Businesses ◽  
Professional Services ◽  
Marketing Capabilities ◽  
Business Incubators ◽  
Administrative Services ◽  
Research Population ◽  
Training Courses ◽  
High Level

This research aimed to identify the role of technological business incubators in supporting and developing marketing capabilities for entrepreneurship business and small projects in Jordan. The research population included all personnel and owners of the small entrepreneurship, either those projects were incubated or not. The sample of the study consisted of (400) respondents. It was concluded that there was a role for the services provided by technological business incubators of, (administrative services, financial services, professional services, follow-up and personal services) in supporting and developing the marketing capabilities in business entrepreneurship and small projects in Jordan. The averages for those services were of a high level of Importance. In light of the findings’ it was recommended to continue to provide accounting services and billing for business entrepreneurship and small businesses, and to emphasized the importance of holding specialized training courses for business entrepreneurship and small projects.

scholarly journals Komunikasi dan Motif Penggunaan Toah Masjid Kecamatan Depok Yogyakarta

2020 ◽  
Vol 1 (2) ◽  
pp. 48-55
Author(s):  
Alen Manggola
Keyword(s):  
Qualitative Research ◽  
Interpersonal Communication ◽  
Social Communication ◽  
Phenomenological Theory ◽  
Opinion Leaders ◽  
Communication Model ◽  
Two Stage ◽  
Regional Office ◽  
Call To Prayer

The purpose of this study was to determine the communication and motives for the use of Toah Masjid, Depok Yogyakarta District. This study uses qualitative research using description analysis methods. The theory used is a two-stage communication model and a phenomenological theory put forward by Alfred Schutz. The results of this study indicate that the application of guidelines for the use of loudspeakers in the mosque can be identified through two-stage communication that is established between the Regional Office with the instructor and from the instructor to the mosque Takmir. Two-stage communication using Interpersonal Communication and Social Communication. The important role of policy counselors as gatekeepers and opinion leaders in public policy socialization. Conclusion, the motive of using mosque loudspeakers to the outside other than the call to prayer in several mosques in the Sub-district of Depok, such as reading prayers, dhikr, prayers, prayers and announcements because they have not received policy socialization, no one has questioned their use, to attract the attention of others. Keywords: Communication, Motives, Mosque Toah

scholarly journals The role of sex differences in detecting deception in computer-mediated communication in English

2018 ◽  
Vol 2 (1) ◽  
pp. 39
Author(s):  
Anna Kuzio
Keyword(s):  
Interpersonal Communication ◽  
Deception Detection ◽  
Computer Mediated Communication ◽  
Significant Variable ◽  
Detection Capability ◽  
Mediated Communication ◽  
Male And Female ◽  
Computer Mediated ◽  
Detection Probabilities

<p>While  deception  seems  to  be  a  common  approach  in  interpersonal  communication,  most examination on interpersonal deception sees the sex of the interlocutor as unconnected with the capability to notice deceptive messages. This research studies the truth and deception detection capability  of  both  male  and  female  receivers  when  replying  to  both  true  and  deceptive messages  from  both  male  and  female  speakers.  The  outcomes  indicate  that  sex  may  be  a significant variable in comprehending the interpersonal detection probabilities of truth and of lies. An interaction of variables including the speakers’ sex, receivers’ sex, and whether the message appears to be truthful or deceptive is created to relate to detection capability.</p>

scholarly journals The Spiral of Positive Feedback: Go-Along Interviews About Adolescents’ Perceptions of and Reactions to Alcohol Posts on Social Media

2021 ◽  
pp. 002204262110414
Author(s):  
Robyn Vanherle ◽  
Kathleen Beullens ◽  
Hanneke Hendriks
Keyword(s):  
Social Media ◽  
Interpersonal Communication ◽  
Negative Feedback ◽  
Positive Feedback ◽  
Online Chat ◽  
Public And Private ◽  
Face To Face ◽  
Online Environments

Go-along interviews among adolescents ( N = 26, M age = 16.31, SD = .83) were conducted to examine how adolescents interpret alcohol posts in terms of appropriateness and how this, in turn, plays a role in adolescents’ reactions toward alcohol posts on public and private social media entries. The findings of this study, first, indicate that alcohol posts were classified as appropriate or inappropriate based on the amount of alcohol and the displayed behavior in the post. Second, most posts, including inappropriate ones, received positive or no feedback. Moreover, adolescents deliberately seemed to withhold negative feedback out of fear of being misjudged by peers. Still, negative reactions were expressed more quickly in safer off- and online environments (i.e., face-to-face conversation and online chat messages) because they were visible to close friends only. This is important in view of prevention as it unravels the interesting role of private environments in stimulating negative interpersonal communication.

scholarly journals POSITIF BEHAVIOR AND ACHIEVEMENTS IN BROKEN HOME

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Nyi Anisah ◽  
Siti Nursanti ◽  
Muhammad Ramdhani
Keyword(s):  
Interpersonal Communication ◽  
Family Communication ◽  
Positive Impact ◽  
Literature Study ◽  
Design Data ◽  
Study Approach ◽  
Parents And Children ◽  
Mother And Child ◽  
Broken Home

Divorce is an event that causes separation between father, mother and child which occurs due to various factors. Separation will bring a problem, one of which is on the development of a child. The purpose of this study was to determine what factors support broken home children being able to show positive behavior and have achievements. The method in this research is qualitative with a case study approach with a multi-case design, data collection techniques by interview and literature study. The results showed the role of interpersonal communication that goes well between parents and children can have a positive impact on children's development. In addition, the role of family communication is also very important for children's behavior and achievement. Good family communication can determine a child's behavior, how the family communicates and how to educate children will affect a child. In addition to the role of interpersonal and family communication, there are interpersonal communication factors that can influence such as openness, trust, empathy and supportive attitudes. The conclusion of this study is that good interpersonal communication and family communication can be a measure of the character development of broken home children and there are other supporting factors that can influence the success of good behavior and achievement of a broken home child.

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