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Full-Text Articles in Social and Behavioral Sciences
The Role Of Interpersonal Communication In The Development Of Client Trust And Closeness In A Sme Professional Services Context, Les Kirchmajer, Paul Patterson
The Role Of Interpersonal Communication In The Development Of Client Trust And Closeness In A Sme Professional Services Context, Les Kirchmajer, Paul Patterson
Laszlo Kirchmajer
This study develops and tests a model of effective interpersonal communication as an antecedent to client trust and closeness amongst small to medium enterprise (SJ\1E) professional services providerspersonal fmancial planners. A new multidimensional scale for interpersonal communications is developed and tested, resulting in the identification of three dimensions : Communications clarity (5 items),Social communications (4 items), and Information provision (7 items). Client trust is investigated also as a multidimensional construct with credibility trust and benevolence trust being the two dimensions used. Closeness is investigated as a unidimensional construct. The results suggest that there is a positive relationship between communications clarity …
An Examination Of Professional Services Quality As A Mediator Between Interpersonal Communication And Repurchase Intention, Les Kirchmajer, Paul G. Patterson
An Examination Of Professional Services Quality As A Mediator Between Interpersonal Communication And Repurchase Intention, Les Kirchmajer, Paul G. Patterson
Laszlo Kirchmajer
This study examines the role of service quality (SQ) as a mediator between interpersonal communications and repurchase intention in the context of the relationship an individual client has with their personal financial adviser. A new multidimensional scale for interpersonal communications is developed and tested. Three dimensions were identified as: Communications clarity (five items), Social communications (four items), and Information provision (seven items). The results show the communications dimensions play a central role in sharing perceptions of service quality (SQ) and thus repurchase intentions.