An abundance of academic research has focused on identifying, explicating, operationalizing, and analyzing variables used to understand the dynamics of customer service. Despite this scholarly attention, applied researchers and the popular press have long reported consumers' dissatisfaction with the service received during their customer…

The activities involved in coding conversation sequences and the lack of attention given to their systematic validation within the field of speech communication are discussed in this paper. The paper first reviews briefly the assumptions underlying relational coding and the implications of viewing these activities as practical accomplishments. It…

This paper presents a new mathematical approach, fuzzy mathematics, for defining, classifying, and analyzing concepts within communications. Fuzzy mathematics is based on the premise that real world phenomena contain characteristics that overlap any artifically created category system or classification rules. Therefore, set membership is…

An example of how the quality of research on small groups could be enhanced is to develop a framework of scholarship around a series of hierarchical guiding questions concerning the functions of communication in the small group, the characteristics of the behavior and of the producers of that behavior that determine the extent to which particular…

Written transcripts of spouses' discussions were coded using two different systems. Findings indicate that the results obtained from one coding system cannot easily be compared with results obtained from the other system. Author calls for resolution of differences in coding procedures if relational communication research is to be usefully…

This paper proposes the use of interaction process analysis to study negotiation behaviors. Following a review of current literature in the field, the paper presents a theoretical framework for the analysis of both labor/management and social negotiation processes. Central to the framework described are two systems of activities that together…

Examines whether the use of a particular unit of interaction behavior enhances reliability in interaction analysis research. (Author)

Communication scholars have addressed a number of theoretical issues concerning the basis of knowledge and reality. They have not, however, accompanied their theories with parallel empirical studies. Given the important implications such work might have for the interpretation and generalizability of observer accounts, two studies were conducted…

In addition to assessing observed communication behaviors, this paper suggests that SYMLOG--a System for the Multiple Level Observation of Groups--can be used by participant-observers as a foil for interpreting how their own value orientations affect their data collecting and theorizing. The first section of the paper examines the research role…

Reexamines the conceptualization, measurement, and relationships among trust, disclosure and interpersonal solidarity. (MH)

Discusses assignments in discourse analysis and students' recurring methodological errors. (PD)

This classic paper, first published in 1964, discusses communication problems involved in a simple guessing game involving a deck of cards, describes a three-person experiment based on the game which used various control procedures to facilitate communications, and considers the effects of these controls on the investigation. Twelve references are…

Hans-Georg Gadamer's development of the hermeneutic question points to the need for a hermeneutic consciousness in the United States appropriate for human communication research. Communication studies in the United States have taken a route very different from hermeneutics. They are based on attempts to understand the subjective intentions of a…

Studies based on models of interpersonal coorientation have discovered regularities in communication behavior that coorientation theory cannot explain. On the other hand, rules-based theories of communication contain explanatory concepts seemingly applicable to these phenomena, but have not been articulated sufficiently to be applied to the…

Taking the viewpoint of the receiver, this paper explores some differences between interpersonal transactions people have with each other and with the mass media. After addressing an orientation held by many communication scholars that the process of mass communication and interpersonal communication differ only in degree, the paper focuses on a…