Schwab, Pierre-Nicolas; Rosier, Laurence - Centre Emile Bernheim, Solvay Brussels School of … - 2013
Justice theory is an established framework for analysing the complaining behaviours of customers (Homburg and Fürst, 2005; del Rio-Lanza et al. 2008) and developing complaint-handling practices (Tax et al. 1998). A component of the interactional justice, (im)politeness plays an important role in...