Politeness strategies in firms’ answers to customer complaints
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References listed on IDEAS
- Robert Johnston & Adrian Fern, 1999. "Service Recovery Strategies for Single and Double Deviation Scenarios," The Service Industries Journal, Taylor & Francis Journals, vol. 19(2), pages 69-82, April.
- W. Sabadie & I. Prim-Allaz & S. Llosa, 2006. "Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice," Post-Print hal-01822842, HAL.
- del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
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Cited by:
- Pierre-Nicolas Schwab & Laurence Rosier, 2015. "Influence of the Communication Channel on the Forms of Impoliteness in Company-Customer Interactions," Working Papers CEB 15-019, ULB -- Universite Libre de Bruxelles.
- Pierre-Nicolas Schwab, 2015. "Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction," Working Papers CEB 15-005, ULB -- Universite Libre de Bruxelles.
- Pierre-Nicolas Schwab & Sandra Rothenberger, 2015. "Online Complaint Handling: The Effects of Politeness and Grammaticality upon Perceived Professionalism and Loyalty," Working Papers CEB 15-015, ULB -- Universite Libre de Bruxelles.
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Keywords
Justice Theory; Interactional justice; Complaining behavior; Theory of Face; Maxims of Grice; Politeness;All these keywords.
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