Research Paper on "Customer Service, Communication Theory"

Research Paper 6 pages (1887 words) Sources: 12 Style: APA

[EXCERPT] . . . .

I just want to get to my room."

Samantha: "I don't see a reservation for you -- can I just get the spelling of your name to make sure I have entered it correctly."

Tomson: "Tomson is spelt T-O-M-S-O-N."

Samantha: "Ah, yes, that was it. I have your room ready. Welcome back, Mr. Tomson. Is the credit card for the room the same as the one we have on file from last time?"

Tomson: "Probably."

Samantha: "Ok, Mr. Tomson, you're in room 2106, a corner room with a wonderful view of the city. I'll just get you to sign the registration card, and Jason here will help you with your bags."

Tomson: "Thank you."

Samantha, smiling: "Enjoy your stay with us, Mr. Tomson. It's great to have you back."

References

Alexandris, K., Dimitradis, N. & Markata, D. (2002). Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece. Journal of Service Theory and Practice. Vol. 12 (4) 224-231.

Bylund, C., Peterson, E. & Cameron, K. (2012). A practitioner's guide to interpersonal communication theory: An overview and exploration of selected theories. Patient Educational Counselling. Vol. 87 (3) 261-267.

Chand, S. (2015). 7 major elements of communication process. Your Article Library. Retrieved August 9, 2015 from http://www.yourarticlelibrary.com/business-communication/7-major-elements-of-communication-process/25815/

Dyke, K. (2015). Types of noise in communication. eHow. Retrieved August 9, 2015 from http://www.ehow.com/facts_5217735_types-noise-communication.html

Gilley, A., Gilley, J. & McMillan, H. (2009). Organizational change: Motivation, communication and leadership effectiveness. Performance Improvement Quarterly. Vol. 21 (4) 75-94.

Graen, G. & Bien, M. (1995). Relationship-based approach to leadership: Development of leader-member exchange theory over 25 years: Applying a multi-level multi-domain perspective. Leadership Quarterly. Vol. 6 (2) 219-247.

Gudykunst, W. (1993). Intercultural communication competence: International and intercultural communication annual. Vol. 17 (1993) 33-71.

Holatova, D. (2003). Effective interpersonal communication. Bohemiae Meridionalis. Vol. 6 (1)

Hoover, N., O'Shea, L. & Carroll, L. (1988). The supervisor-intern relationship and effective communication skills. Journal of Teacher Education. Vol. 39 (2) 22-27.

Lewis, B. & McCann, P. (2004). Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management. Vol. 16 (1) 6-17.

QSM (2015). Is your organization contributing to employee disengagement with institutional disrespect? Quality Service Marketing. Retrieved August 9, 2015 from http://www.qualityservicemarketing.com/2015/01/engagement/is-your-organization-contributing-to-employee-disengagement-with-institutional-disrespect/

Shannon, C. (1998). Communication in the… READ MORE

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