Date of Defense
3-18-2003
Department
Communication
First Advisor
Dr. Wendy S. Zabava Ford
Second Advisor
Heather Cercek Wade
Abstract
This study explored how workplace interactions affect service providers in relationship-oriented versus encounter-oriented service contexts. A critical incident survey design was used to collect data from a large Midwestern university classroom. The results of the study were based on a ranking system and themes identified among 42 useable surveys out of 51 collected. Two stages of analyses revealed that supervisors tended to have a much greater impact on service providers in encounter-oriented contexts than in relationship-oriented contexts; coworkers appeared to have a relatively similar impact in both contexts; and in relationship-oriented contexts, customers were more likely to have an impact than in encounter-oriented contexts. Themes identified showed that the nature of the relationships between supervisors, coworkers, and customers differed for customer service providers depending on whether their interactions with customers were of a relationship-oriented or encounter-oriented context.
Recommended Citation
Escamilla Carroll, Lana M., "A Qualitative Analysis of How Communication Relationships in the Workplace Predict Psychological Job Outcomes for Customer Service Providers" (2003). Honors Theses. 787.
https://scholarworks.wmich.edu/honors_theses/787
Access Setting
Honors Thesis-Campus Only