The role of rapport in professional services: antecedents and outcomes

By Gerrard Macintosh. 2009

113 citations recorded by the source corpus.

Subfields: Language and Linguistics, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/78119848bf02ab7011d5b2290b09b2bf104370cb

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Language and Linguistics

1. Junghoon Lee
2. Jinsoo Hwang
3. Insin Kim
4. Sunghyup Sean Hyun

In Organizational Behavior and Human Resource Management

1. Jinsoo Hwang
2. Junghoon Lee
3. Insin Kim
4. Sunghyup Sean Hyun
5. Hailian Qiu
6. Boyang Shu
7. Heejung Ro
8. Yeajin Jang

In Social Psychology

1. Hailian Qiu
2. Boyang Shu
3. Heejung Ro
4. Minglong Li
5. Junghoon Lee
6. Billy Bai
7. Jinsoo Hwang
8. Insin Kim

Citations in the corpus

• Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions (2015, background): “Rapport Rapport is described as a customer’s perception of having an enjoyable interaction with service employees, characterized by a personal connection between the two interactants (Gremler & Gwinner, 2000, 2008; Macintosh, 2009).”
• Relationships among Senior Tourists’ Perceptions of Tour Guides’ Professional Competencies, Rapport, Satisfaction with the Guide Service, Tour Satisfaction, and Word of Mouth (2018, background): “Macintosh (2009) studied the effect of rapport on word of mouth.”
• Enhancing hospitality experience with service robots: the mediating role of rapport building (2019, background): “In addition, with the assistance of service robots, employees have more time and opportunities to know customers better and build relationships with customers (Hyun & Kim, 2014; Macintosh, 2009).”
• Identifying Optimal Rapport-Building Behaviors In Inducing Patrons’ Emotional Attachment In Luxury Restaurants (2014, background): “Particularly in a service industry, in which the evaluation of a customer’s service experience is highly determined by the interaction between the service provider and the customer (Kim, Ok, & Gwinner, 2010; Lewis & Entwistle, 1990), employees’ rapport-building behaviors are crucial components in in”