Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature

Abstract

Purpose

This study aims to examine the relationship between service providers' communication style and customer satisfaction and how service criticality and nature moderate this relationship.

Design/methodology/approach

The methodology included systematic sampling of consumers of professional services.

Findings

Although a service provider's communication style significantly relates to customer satisfaction, the relationship is moderated by service criticality and service nature. To enhance customer satisfaction, communication characterized by high affiliation is more important in high‐ than in low‐critical situations. Low dominance in communication is more important in low‐critical situations, but the level of dominance is unimportant in high‐critical situations. On the other hand, high affiliation is more important for credence services, but the level of affiliation is unimportant for experience services. Low dominance is more important for experience services, and high dominance is more important for credence services.

Research limitations/implications

The findings imply that service firm managers need to train their employees to consider the criticalness and the nature of the service being sold and then how to adjust their communication style accordingly. Because the research reported here focuses on professional services, future research needs to determine the effects of communication style on customer satisfaction for other types of services.

Originality/value

In conclusion, the findings generally support the theoretical orientations of the social interaction model and script theory in that there is a positive relationship between customers' satisfaction with service providers' communication style and with the service rendered. However, service criticality and the service nature need to be considered when deciding on the optimum service employee communication style.

Citation

Webster, C. and Sundaram, D.S. (2009), "Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature", Journal of Services Marketing, Vol. 23 No. 2, pp. 103-113. https://doi.org/10.1108/08876040910946369