Online Complaint Handling: The Effects of Politeness and Grammaticality upon Perceived Professionalism and Loyalty
Year of publication: |
2015-04-27
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Authors: | Schwab, Pierre-Nicolas ; Rothenberger, Sandra |
Institutions: | Centre Emile Bernheim, Solvay Brussels School of Economics and Management |
Subject: | complaint handling | identity cues | politeness | grammaticality | professionalism | loyalty |
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