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. / A Thesis submitted to the Department of Communication in partial fulfillment of the requirements for the degree of Master of Science. / Spring Semester, 2005. / November 30, 2004. / Communication Quality, Services / Includes bibliographical references. / Steven McClung, Professor Directing Thesis; Jerome J. Cronin, Outside Committee Member; Gary Heald, Committee Member.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_181731 |
| Contributors | Jones, Elizabeth T. (authoraut), 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) |
| Publisher | Florida State University, Florida State University |
| Source Sets | Florida State University |
| Language | English, English |
| Detected Language | English |
| Type | Text, text |
| Format | 1 online resource, computer, application/pdf |
| Rights | This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s). The copyright in theses and dissertations completed at Florida State University is held by the students who author them. |
Page generated in 0.0226 seconds