Impact of communication on the relationships with customers in service companies Cover Image

Wpływ komunikacji interpersonalnej na kształtowanie relacji z klientami w firmach usługowych
Impact of communication on the relationships with customers in service companies

Author(s): Agnieszka Rybowska
Subject(s): Business Economy / Management, Communication studies
Published by: Wydawnictwo Naukowe Uniwersytetu Szczecińskiego

Summary/Abstract: The purpose of the paper is to present the factors and methods influencing customer relationships. The results of research carried out in a small service companies are presented. Both employees and customers were researched and perception of relationships was analyzed from the perspective of both sides. Special emphasis was placed on verbal and nonverbal communication. The necessity of staff training in the scope of communication methods, transmission of verbal and nonverbal messages and observation and interpretation of such messages demonstrated by the client are pointed as obligatory.

  • Issue Year: 2012
  • Issue No: 25
  • Page Range: 435-445
  • Page Count: 11
  • Language: Polish