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Politeness matters: The antecedents and consequences of politeness in a complaint handling setting
Schwab, Pierre-Nicolas; Rosier, Laurence; Rothenberger, … - Centre Emile Bernheim, Solvay Brussels School of … - 2015
politeness in a dataset of naturally occurring firms’ responses to customers’ complaints are investigated. Results show that Face …
Persistent link: https://www.econbiz.de/10011265725
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Politeness matters : the antecedents and consequences of politeness in a complaint handling setting
Schwab, Pierre-Nicolas; Rosier, Laurence; Rothenberger, … - 2015
Persistent link: https://www.econbiz.de/10011289054
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Influence of the communication channel on the forms of impoliteness in company-customer interactions
Schwab, Pierre-Nicolas; Rosier, Laurence - 2015
Persistent link: https://www.econbiz.de/10011289071