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Communicative Aspects of the Service Encounter

Gold Coast University College of Griffith University

Ninety-six subjects listened to audio tapes of hotel reservationists taking a telephone inquiry using different communication styles and different levels of role competence. Results showed a convergent style of communication was rated more highly, especially at lower levels of role competency. Sex of subject also influenced the ratings of the reservationists, with female subjects generally giving higher ratings than male subjects. Although product knowledge is important, more attention should be paid to training service providers in how to communicate that knowledge.

Key Words: Key Words: service encounter • communication accommodation theory • role competence • training.

Journal of Hospitality & Tourism Research, Vol. 17, No. 2, 39-50 (1994)
DOI: 10.1177/109634809401700205


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