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Social and Behavioral Sciences Commons™
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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
Faculty of Commerce - Papers (Archive)
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 …
Website Usability In Context: An Activity Theory Based Usability Testing Method, Lejla Vrazalic
Website Usability In Context: An Activity Theory Based Usability Testing Method, Lejla Vrazalic
Faculty of Commerce - Papers (Archive)
Traditional laboratory based usability testing methodologies are plagued with shortcomings which affect the results of the testing process and their validity. The results of a preliminary study of this type of usability testing with 34 users indicate two categories of key shortcomings. A new summative website usability testing methodology based on the notion of distributed usability and Activity Theory is presented as a means of overcoming these problems. This paper describes the theoretical foundations and development of the methodology which is currently being evaluated and refined.