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.
Language Dynamics in Employee–Customer Text-Based Interactions / Villarroel Ordenes, Francisco Javier; Grewal, Dhruv; Grewal, Lauren; Sarantopoulus, Panagiotis. - Language Dynamics in Employee–Customer Text-Based Interactions, (2019), pp. 189-189. (Winter AMA Academic Conference - Understanding Complexity Transforming the Marketplace, Austin, February 22-24).
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.
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