The linkage between intercultural communication competence and relationship quality in service organizations in Thailand

Publication Type:
Thesis
Issue Date:
2009
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NO FULL TEXT AVAILABLE. Access is restricted indefinitely. ----- This research aims at investigating the relationship between intercultural communication competence and dimensions of relationship quality. It is apparent that relationship quality can be used as an indicator to predict customer’s behaviour in a competitive environment. Furthermore, Good communication effective communication is considered a critical factor associated with the quality of relationship. Nevertheless, the relationship between intercultural communication competences and dimensions of relationship quality has been rarely paid attention. The theoretical framework in intercultural communication competence was used to guide the measurement the level of intercultural communication competence of service firms as perceived by expatriates and local clients in Thailand. The dimensions which will be used as indicators of relationship quality are trust, commitment, satisfaction, social bond, and service quality. The findings from this research support the relationship between intercultural communication competence and trust, relationship satisfaction, social bond and functional service quality, but it does not support the relationship between intercultural communication competence and technical service quality. Also, the research findings do not support the relationship between social bond and other dimensions of relationship quality as hypothesized, except the technical service quality. Finally, the discussion of theoretical contribution, managerial implication, limitation and direction for future research are included in the last section.
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