Type of Document	Thesis
Author	Jones, Elizabeth Tyler
Author's Email Address	etj03c@fsu.edu
URN	etd-01042005-154104
Title	The importance of Communication Quality in Services
Degree	Master of Science
Department	Communication, Department of
Advisory Committee	Advisor Name Title Steven McClung Committee Chair Gary Heald Committee Member Jerome J. Cronin Committee Member
Keywords	communication quality services
Date of Defense	2004-11-30
Availability	unrestricted
Abstract 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.
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