Spoken service language for customer well-being in a transformative service context: residential aged care

PurposeThis study examines the role of genuine small talk in business-to-business (B2B) communication through the lens of service language. By exploring and distinguishing genuine and mundane small talk, the research elucidates the impact of sincere, empathetic interactions on value co-creation and relational dynamics within the B2B contexts.Design/methodology/approachEmploying an abductive qualitative research strategy, we conducted semi-structured interviews with 25 B2B professionals from Australian and Indonesian multinational corporations. Data analysis involved descriptive coding and thematic analysis, supplemented by network view strategies to visualize interrelations within the dataset.FindingsThe study finds that genuine small talk, characterized by sincere and contextually relevant exchanges, enhances relational enrichment, customer satisfaction and long-term loyalty in B2B interactions. Participants highlighted the importance of empathetic communication and personalized conversations in building trust and rapport. Conversely, mundane small talk, marked by superficiality, was found to erode trust and diminish the quality of client relationships. These insights underscore the critical importance of integrating genuine small talk into communication strategies to foster enduring business relationships and enhance overall service effectiveness.Originality/valueThis study contributes to the service literature by exploring the notion of genuine and mundane small talk in B2B communication, grounding them in service language perspective. It provides novel insights into the verbal and non-verbal elements of genuine small talk, offering practical implications for enhancing B2B negotiation strategies.

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The Pedagogy of Hospitableness: A transformative approach for hospitality workforce development

Manfreda,

Bisson,

Lee

et al. 2024

Journal of Hospitality & Tourism Research

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The ability to deliver hospitable service is essential for hospitality professionals in tailoring authentic and emotionally resonant guest experiences. However, limited attention has been given to how such a Hospitable Service Mindset (HSM) can be developed in the current and future hospitality workforce. Grounded in Transformative Learning Theory (TLT) and through qualitative interviews with hospitality trainers and educators, this study proposes the "pedagogy of hospitableness," a framework encompassing conditions and practices that trigger, support, amplify, and accelerate the development of an HSM across formal and informal learning settings. The findings contribute to the expansion and advancement of TLT through the integration of social and emotional dimensions and the emphasis on connectedness as a crucial element in transformative learning. The study also demonstrates the applicability of TLT in hospitality workforce development settings, providing insights for industry trainers and educators on effectively nurturing hospitableness.

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Spoken service language for customer well-being in a transformative service context: residential aged care

Cited by 3 publications

References 91 publications

‘How May I Help You?’: A Case Study of Spoken Service Language in an Australian Five-Star Hotel

‘How May I Help You?’: A Case Study of Spoken Service Language in an Australian Five-Star Hotel

Service language and small talk: differentiating genuine from mundane in B2B contexts

The Pedagogy of Hospitableness: A transformative approach for hospitality workforce development

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