Insancamila, Vira Asri Rian (2022) Barista Interpersonal Communication Activities in Establishing Good Relationships with Customers (Study at Coffee Shop Kopi Ortu Sidoarjo). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik.
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Abstract
The culture of drinking coffee has now become a lifestyle necessity for urban communities. The existence of coffee shops which can now be easily found in almost every corner of the streets of big cities, such as the city of Sidoarjo, creates a fierce competition in getting and retaining customers. There are various ways that coffee shop owners do so that their coffee shop can be the best, one of which is by presenting a professional barista. The role of the barista who becomes a service officer is the spearhead of a coffee shop because they are the ones who will deal directly with customers, so that in carrying out their duties a barista is not only required to have expertise and understanding of coffee compounding raw materials but also must have the ability to communicate with customers. In this study, researchers used Thibaut and Kelley's Social Exchange Theory, which in this theory explains that every interaction made by individuals is based on interests and expects rewards. The research method used is a descriptive qualitative approach. The data obtained through observation, interviews, and documentation. In determining the research subject, the researcher used purposive sampling technique. The data analysis technique uses the stages of data collection, data condensation, data presentation, verification and drawing conclusions. Based on the data obtained by the researcher during the research process, it was found that the interpersonal communication built by the barista Kopi Ortu Sidoarjo to the customers has formed a social exchange, which in the process of social exchange there is an exchange of mutually beneficial interests in interpersonal communication activities between the barista and the customer resulting in a customer loyalty to Sidoarjo Ortu Coffee. Keyword : Interpersonal communications, Social Exchange Theory, Customer
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Komunikasi Interpersonal, Teori Pertukaran Sosial, Pelanggan |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi |
| Depositing User: | 1151700229 Vira Asri Rian Insancamila |
| Date Deposited: | 24 Feb 2022 01:37 |
| Last Modified: | 27 Apr 2022 01:52 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/14215 |
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