The present research addresses which language dynamics exhibited by frontline employees (FLEs) on text-based digital communication platforms results in more positive perceptions of customer complaint resolutions.
Villarroel Ordenes, F., Grewal, D., Grewal, L., Sarantopoulus, P. (2019). Language Dynamics in Employee–Customer Text-Based Interactions. CHICAGO : American Marketing Association.
Language Dynamics in Employee–Customer Text-Based Interactions
Villarroel Ordenes, Francisco;
2019
Abstract
The present research addresses which language dynamics exhibited by frontline employees (FLEs) on text-based digital communication platforms results in more positive perceptions of customer complaint resolutions.File in questo prodotto:
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