Schwab, Pierre-Nicolas; Rosier, Laurence; Rothenberger, … - Centre Emile Bernheim, Solvay Brussels School of … - 2015
. This paper explores the concept of politeness, a component of interactional justice, in a complaint handling setting, with … politeness in a dataset of naturally occurring firms’ responses to customers’ complaints are investigated. Results show that Face …-Threatening-Acts (FTAs) are better predictors of perceived politeness than antecedents previously used in marketing research. Study 2 …