this paper examined disagreement in two sets of data in the context of service encounters: problem-solving interactions (doctor-patient communication) and purchase-oriented encounters (pharmacies) from a cross-cultural perspective (spanish-british english). we proposed assertiveness, a term that refers to both socio-psychological and linguistic features of communication, as a concept that may h...

This paper deals with interaction in Arabic (Syrian dialect). It is based on a corpus of service encounters, more precisely “shop encounters”, which were recorded small shops Damascus. The characteristics this type will be summarised the first part paper. analysis concentrate pragmatic level, ie. speech acts and activities, description pay particular attention to interpersonal relationships. me...

Purpose Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first explore a context where robots are likely be preferred delivery mechanism over human frontline employees. Specifically, authors examine how customers respond in embarrassing encounters. Design/methodology/approach This employs mixed-method approach, wh...

This paper examined disagreement in two sets of data in the context of service encounters: problem-solving interactions (doctor-patient communication) and purchase-oriented encounters (pharmacies) from a cross-cultural perspective (Spanish-British English). We proposed assertiveness, a term that refers to both socio-psychological and linguistic features of communication, as a concept that may h...

Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell’s (1974) three-dimensional model of affect. We hypothesized that there are positive relationships between employees’ and c...

The literature has generally held that interpersonal-based service encounters strongly affect the relationship benefits, though technology-based service encounters are increasing importance. However, there has been no systematic comparison of the impact of two service encounters on relationship benefits. We test hypotheses about the respective effects of both service encounters on different rel...