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Importance of Communication Quality in Services

Title: The Importance of Communication Quality in Services.
Name(s): Jones, Elizabeth T., author
McClung, Steven, professor directing thesis
Cronin, Jerome J., outside committee member
Heald, Gary, committee member
School of Communication, degree granting department
Florida State University, degree granting institution
Type of Resource: text
Genre: Text
Issuance: monographic
Date Issued: 2005
Publisher: Florida State University
Place of Publication: Tallahassee, Florida
Physical Form: computer
online resource
Extent: 1 online resource
Language(s): English
Abstract/Description: The purpose of this paper is to investigate the critical role of communication in the services industry. By conducting two comprehensive studies, the effects of communication quality in services can be assessed. In the first study, communication quality will be integrated as a fourth primary dimension of overall service quality. In the second study, the relative effects of communication quality on customer satisfaction and loyalty will be demonstrated.
Identifier: FSU_migr_etd-3432 (IID)
Submitted Note: A Thesis submitted to the Department of Communication in partial fulfillment of the requirements for the degree of Master of Science.
Degree Awarded: Spring Semester, 2005.
Date of Defense: November 30, 2004.
Keywords: Communication Quality, Services
Bibliography Note: Includes bibliographical references.
Advisory Committee: Steven McClung, Professor Directing Thesis; Jerome J. Cronin, Outside Committee Member; Gary Heald, Committee Member.
Subject(s): Communication
Persistent Link to This Record:
Owner Institution: FSU

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Jones, E. T. (2005). The Importance of Communication Quality in Services. Retrieved from