Complaint handling by frontline employees (FLEs) is increasingly occurring in digital channels. Drawing on dialogical interaction analysis, we demonstrate that customer complaints with more negative language are more difficult to solve, but by using dominant language and matching the consumer’s linguistic style, FLEs can improve perceptions the complaint was resolved.
The Impact of Dialogue Dynamics in Online Service Resolution / Villarroel Ordenes, Francisco Javier; Grewal, Dhruv; Grewal, Lauren; Sarantopoulus, Panagiotis. - The Impact of Dialogue Dynamics in Online Service Resolution, (2019), pp. 29-34. (Association of Consumer Research (ACR) 2019, Atlanta, October 17-20).
The Impact of Dialogue Dynamics in Online Service Resolution
Villarroel Ordenes, Francisco
;
2019
Abstract
Complaint handling by frontline employees (FLEs) is increasingly occurring in digital channels. Drawing on dialogical interaction analysis, we demonstrate that customer complaints with more negative language are more difficult to solve, but by using dominant language and matching the consumer’s linguistic style, FLEs can improve perceptions the complaint was resolved.
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