Politeness matters: The antecedents and consequences of politeness in a complaint handling setting
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- 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.
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More about this item
Keywords
Complaints; politeness; professionalism; theory of face; Grice’s maxims;All these keywords.
JEL classification:
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
NEP fields
This paper has been announced in the following NEP Reports:- NEP-MKT-2015-04-19 (Marketing)
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