The Role of Photographer-Client Interpersonal Communication in Improving Working Relationships and Satisfaction in Creative Agency Photography Services

Authors

  • Vigard Itnadia Kusnadi UNIVERSITAS MUHAMMADIYAH SURAKARTA
  • Dian Purworini Universitas Muhammadiyah Surakarta

Keywords:

Interpersonal Communication, Social Exchange Theory, Work Relationships, Service Satisfaction, Photography, Creative Agencies, Social Exchange, Client, Photographer

Abstract

This study aims to analyze the role of interpersonal communication, between photographers and clients in efforts to improve working relationships and satisfaction in creative agency photography services. Good and effective communication between the two parties is considered very important in creating a harmonious working relationship and leading to increased quality and work results and client satisfaction. Using the Social Exchange Theory (SET), this study will examine how the photography process, such as trust, fulfilment of client expectations and desires, and commitment to creative photography projects. Data were obtained through in-depth interviews. with creative agency photographers and clients who have worked together in creative agencies. The results of the study show that open and transparent communication can improve better and stronger working relationships, enrich client experiences, and increase satisfaction with the results of the photos obtained. This study provides an understanding and insight into the importance of interpersonal communication in the context of the creative industry and how communication can stimulate overall work results and client satisfaction.  

References

Adawiyah, R., Zamilah, E., Manajemen, M., & Islam Kalimantan Muhammad Arsyad Al-Banjari, U. (n.d.). Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Kinerja Karyawan pada Jasa Photography dan Videography Abu Pictures Kota Banjarmasin.

Agus M. Hardjana. (2003). Komunikasi intrapersonal & interpersonal / Agus M. Hardjana. 1–121.

Alacovska, A., Bucher, E., & Fieseler, C. (2024). A Relational Work Perspective on the Gig Economy: Doing Creative Work on Digital Labour Platforms. Work, Employment and Society, 38(1), 161–179. https://doi.org/10.1177/09500170221103146

Arni Muhammad. (2009). Komunikasi organisasi / Arni Muhammad. Komunikasi Organisasi, 1(10), 223–228.

Asral, M., Yudhistira, D., Suryo, H., Si, M., & Sn, S. (2022). Komunikasi Interpersonal Fotografer Pioneer Weddings Pictures dengan Klien.

Bate, A. P. (2025). Exploring Online Student Relationships: A Qualitative Study of Social Media Usage, Motivations, and Barriers. Komuniti : Jurnal Komunikasi Dan Teknologi Informasi, 17(1), 1–16. https://doi.org/10.23917/komuniti.v17i1.6881

Blau, P. M. (1964). Justice in Social Exchange. Sociological Inquiry, 34(2), 193–206. https://doi.org/10.1111/j.1475-682X.1964.tb00583.x

Chernyak-Hai, L., & Rabenu, E. (2018). The New Era Workplace Relationships: Is Social Exchange Theory Still Relevant? Industrial and Organizational Psychology, 11(3), 456–481. https://doi.org/10.1017/iop.2018.5

Chowdhury, M. , Y. S. , & N. S. (2020). Communication and Its Impact on Customer Satisfaction in Hospitality Industry. IRASD Journal of Management, 1(2), 97–104. https://doi.org/10.52131/jom.2019.0102.0009

Cooper-Thomas, H. D., & Morrison, R. L. (2018). Give and Take: Needed Updates to Social Exchange Theory. Industrial and Organizational Psychology, 11(3), 493–498. https://doi.org/10.1017/iop.2018.101

Cropanzano, R., Anthony, E. L., Daniels, S. R., & Hall, A. V. (2017). Social Exchange Theory: A Critical Review with Theoretical Remedies. Academy of Management Annals, 11(1), 479–516. https://doi.org/10.5465/annals.2015.0099

Cropanzano, R., & Mitchell, M. S. (2005). Social Exchange Theory: An Interdisciplinary Review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602

Devito, J. A., & Maulana, A. (1997). Komunikasi antar manusia (Edisi ke-5).

Emerson, R. M. (1976). Social Exchange Theory. Annual Review of Sociology, 2(1), 335–362. https://doi.org/10.1146/annurev.so.02.080176.002003

Hamandia, M. R., & Amelia, R. (2021). Strategi Komunikasi Pemasaran Dynamica Photo Cinema untuk Meningkatkan Pelanggan. http://jurnal.iuqibogor.ac.id

Ihsan, A. N. and, S. S. M. I. K. (2023). Komunikasi Pemasaran Vendor Fotografi Kepada Client Untuk Meningkatkan Loyalitas. Jurnal Komunikasi.

Liu, C.-H., & Jiang, J.-F. (2021). Assessing the moderating roles of brand equity, intellectual capital and social capital in Chinese luxury hotels. Journal of Hospitality and Tourism Management, 43, 139–148. https://doi.org/10.1016/j.jhtm.2020.03.003

Midianto, Fajar D. W. I. (2019). “Keterbukaan Komunikasi Interpersonal Terhadap Semangat

Kerja (Studi Kuantitatif Eksplanatif Di Kalangan Pimpinan Dan Karyawan PT. ADETEX

Bandung)” 4.

Puspitasari, A., & Febrianti, D. S. (2024). Analisis Pengaruh Efektivitas Komunikasi, Customer knowledge Dan Customer Relationship Management Terhadap Kepuasan Pelanggan. Jurnal Bisnis Mahasiswa, 4(2), 202–213. https://doi.org/10.60036/jbm.v4i2.art9

Rahayu Bella Kartika, Edwin Agus Buniarto, & Diana Ambarwati. (2023). Pengaruh Komunikasi Interpersonal dan Kualitas Pelayanan terhadap Kepuasan Customer pada Hotel Front One Inn Kediri. Nian Tana Sikka: Jurnal Ilmiah Mahasiswa, 1(5), 50–68. https://doi.org/10.59603/niantanasikka.v1i5.175

Reimann, M., Schilke, O., & Cook, K. S. (2017). Trust is heritable, whereas distrust is not. Proceedings of the National Academy of Sciences, 114(27), 7007–7012. https://doi.org/10.1073/pnas.1617132114

Sakti, B. P. (2023). Pengaruh Efektivitas Komunikasi dan Kualitas Layanan Terhadap Loyalitas Nasabah Melalui Kepercayaan pada Nasabah. Jurnal Darma Agung, 31(3), 406. https://doi.org/10.46930/ojsuda.v31i3.3254

Sze Chee, V., & Md Husin, M. (2020). The Effect of Service Quality, Satisfaction and Loyalty toward Customer Retention in the Telecommunication Industry. International Journal of Academic Research in Business and Social Sciences, 10(9). https://doi.org/10.6007/ijarbss/v10-i9/7496

West, R., & Lynn H. Turner. (2008). Pengantar teori komunikasi buku 1: analisis dan aplikasi / Richard West, Lynn H. Turner; penerjemah: Maria Natalia Damayanti Maer | Perpustakaan Universitas Islam Negeri Sultan Syarif Kasim Riau. https://inlislite.uin-suska.ac.id/opac/detail-opac?id=16891

Widhi Astiti, G., Hartono, & Hidayat, M. S. (2022). Pengaruh Customer Experience, Creativity, dan Innovation Terhadap Kepuasan Konsumen pada Jasa Foto Studio. JISMA: Jurnal Ilmu Sosial, Manajemen, Dan Akuntansi, 1(3), 289–296. https://doi.org/10.59004/jisma.v1i3.81

Xie, C., & Sun, Z. (2021). Influence of perceived quality on customer satisfaction in different stages of services. Nankai Business Review International, 12(2), 258–280. https://doi.org/10.1108/NBRI-01-2020-0004

Downloads

Published

2025-06-30

Issue

Vol. 3 No. 1 (2025): The 6th Jogjakarta Communication Conference (JCC)

Section

Articles

License

Copyright (c) 2025 Jogjakarta Communication Conference (JCC)

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.