Communication and the service encounter: the value of convergence

Abstract

It is argued that establishing a convergent style of communication with customers serves to increase the quality of interpersonal relationships. Using the communication accommodation theory, this paper examines the central issue of effective interpersonal and intercultural communication in the hospitality industry, examining the influence of staff stereotypes, their orientation toward customers, and their use of a range of interactional strategies. The theory is then applied to service encounters with customers from other cultures towards identifying key areas of communication training.