QUT ePrints

Communication in Services

Bennett, Rebekah (2003) Communication in Services. In Services Marketing. Wiley and Sons, Sydney.

[img] MS Word (660kB)
Administrators only | Request a copy from author

Abstract

This chapter focuses on the role of communication for services marketing. It includes six strategies for managing communication of a service organisation and the tools to achieve these strategies. The chapter commences with the definition of communication, which includes an explanation of the contemporary approach to communication of social constructionism. This is followed by a discussion on the relevance of communication for services and the strategies in managing communication in a service organisation. Finally communication tools are outlined for both customers and other stakeholders.

Impact and interest:

2 citations in Scopus
Search Google Scholar™

Citation countsare sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

ID Code: 18036
Item Type: Book Chapter
ISBN: 0470800682
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2003 Wiley and Sons
Copyright Statement: Contact the author
Deposited On: 18 Feb 2009 17:20
Last Modified: 29 Feb 2012 23:25

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page