Investigating professional interpersonal communication styles and their impact on service authenticity, organisational trust and brand experiences in online business education context

Svetlana De Vos; Bora Qesja; Gediminas Lipnickas

Investigating professional interpersonal communication styles and their impact on service authenticity, organisational trust and brand experiences in online business education context

Svetlana De Vos, Bora Qesja, Gediminas Lipnickas

Marketing and Entrepreneurship

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

This is one of the few studies in a services context that examines consumer behavior for digital products and services high in credence properties such as online business education (online MBA). In particular, this study pioneered to investigate the impact of professional communications styles of service providers (student advisers) on perception of service authenticity and perceived organizational trust, that influence positive brand experience for prospective students and strengthen their intention to undertake online business courses.

Original language	English
Title of host publication	Academy of Marketing Conference 2023
Subtitle of host publication	From revolution to revolutions
Pages	252-253
Number of pages	2
ISBN (Electronic)	978-1-3999-58042
Publication status	Published - 6 Jul 2023
Event	Academy of Marketing Conference 2023: From Revolution to Revolutions - University of Birmingham, Birmingham, Australia Duration: 3 Jul 2023 → 6 Jul 2023

Conference

Conference	Academy of Marketing Conference 2023
Country/Territory	Australia
City	Birmingham
Period	3/07/23 → 6/07/23

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Cite this

@inproceedings{c9d18e8044874e2d8d8b5b5b53865e0e,

title = "Investigating professional interpersonal communication styles and their impact on service authenticity, organisational trust and brand experiences in online business education context",

abstract = "This is one of the few studies in a services context that examines consumer behavior for digital products and services high in credence properties such as online business education (online MBA). In particular, this study pioneered to investigate the impact of professional communications styles of service providers (student advisers) on perception of service authenticity and perceived organizational trust, that influence positive brand experience for prospective students and strengthen their intention to undertake online business courses.",

author = "{De Vos}, Svetlana and Bora Qesja and Gediminas Lipnickas",

year = "2023",

month = jul,

day = "6",

language = "English",

pages = "252--253",

booktitle = "Academy of Marketing Conference 2023",

note = "Academy of Marketing Conference 2023 : From Revolution to Revolutions ; Conference date: 03-07-2023 Through 06-07-2023",

}

De Vos, S , Qesja, B & Lipnickas, G 2023, Investigating professional interpersonal communication styles and their impact on service authenticity, organisational trust and brand experiences in online business education context. in Academy of Marketing Conference 2023: From revolution to revolutions., 285, pp. 252-253, Academy of Marketing Conference 2023, Birmingham, Australia, 3/07/23.

Investigating professional interpersonal communication styles and their impact on service authenticity, organisational trust and brand experiences in online business education context. / De Vos, Svetlana ; Qesja, Bora; Lipnickas, Gediminas.
Academy of Marketing Conference 2023: From revolution to revolutions. 2023. p. 252-253 285.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Investigating professional interpersonal communication styles and their impact on service authenticity, organisational trust and brand experiences in online business education context

AU - De Vos, Svetlana

AU - Qesja, Bora

AU - Lipnickas, Gediminas

PY - 2023/7/6

Y1 - 2023/7/6

N2 - This is one of the few studies in a services context that examines consumer behavior for digital products and services high in credence properties such as online business education (online MBA). In particular, this study pioneered to investigate the impact of professional communications styles of service providers (student advisers) on perception of service authenticity and perceived organizational trust, that influence positive brand experience for prospective students and strengthen their intention to undertake online business courses.

AB - This is one of the few studies in a services context that examines consumer behavior for digital products and services high in credence properties such as online business education (online MBA). In particular, this study pioneered to investigate the impact of professional communications styles of service providers (student advisers) on perception of service authenticity and perceived organizational trust, that influence positive brand experience for prospective students and strengthen their intention to undertake online business courses.

M3 - Conference contribution

SP - 252

EP - 253

BT - Academy of Marketing Conference 2023

T2 - Academy of Marketing Conference 2023

Y2 - 3 July 2023 through 6 July 2023

ER -

Investigating professional interpersonal communication styles and their impact on service authenticity, organisational trust and brand experiences in online business education context

Abstract

Conference

UN SDGs

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Cite this